Order Notifications Basics

Overview

Order Notifications provides customers the ability to text consumers regarding updates to their orders status. This is particularly helpful for pickup and delivery orders to keep customers from calling the store asking for updates.

When Order Notifications is configured properly, it will keep customers informed, reducing uncertainty and building trust, as they know exactly where their order is and when to expect it.

Best Practices for Creating Messaging

The following are Best Practices for creating messaging:

1. Messages should be short and concise
2. Messages should inform the customer of the action or progress.
3. The max character count is 120

Helpful Hints

• Adding order number teaches the customer and employee to utilize the order number upon pick-up, minimizing common name errors
• Adding the store number or name to the message helps ensure the customer has ordered from the correct location

Example Scenarios

Scenario 1:

Restaurant has a KDS and does a high volume of pick up orders

The Problem: The pick-up counter often becomes overcrowded with customers arriving early and guessing when their food will be ready, leading to unnecessary wait times and large crowds.

The Solution: Send customers updates about their order, including "almost ready" or "ready for pick-up" messages, to let them know exactly when to arrive, minimizing lobby wait times and ensuring a smoother pick-up experience.

Bonus: Including the order number in customer communications trains both staff and customers to focus on the order number rather than names, preventing confusion and simplifying the process—especially when there are multiple orders with the same or similar names.

1. Order Confirmation Message when order is Placed:

Thank you for your order from (Restaurant Name). Your order number is [order number].

2. Order Ready for Pickup Message when order is bumped off the KDS:

Your food will be ready for pick up at (Restaurant Name) in 3-5 minutes.

Scenario 2:

Restaurant operates without a KDS, has many delivery orders and operates Driver Track

The Problem: Customers frequently call to check the status of their order—whether it’s still in the kitchen or on its way—tying up phone lines and taking up employee time to track down the information.

The Solution: Send customers timely updates about their order, including "on the road" or "5 minutes away" messages, to keep them informed and reassure them that their food is being prepared and on its way.

Bonus: By sending the 5-minute-away notification, customers are prepared to receive their order at the door, reducing hand-off time and ensuring a smoother delivery.

1. Order Confirmation Message when Order is Placed:

Thank you for your order from (Restaurant Name). Your order number is [order number].

2. Order is On The Road when order is dispatched:

Good news – your order from (Restaurant Name) is on its way!

3. Order is 5 min away when driver using Driver Track navigation reaches 5 min or less from the destination:

Your order is almost there and will arrive in about 5 minutes.

4. Order has been Delivered:

Your order has been delivered. Enjoy and thank you for supporting (Restaurant Name)!

Scenario 3:

Restaurant operates without KDS and without Driver Track but wants to communicate with their pickup and delivery customers.
Delivery:

1. Order Confirmation Message when order is Placed:

Thank you for your order from (Restaurant Name). Your order number is [order number].

2. Order is On The Road when order is dispatched

Good news – your order from (Restaurant Name) is on its way!

Pickup:

Order Confirmation Message when order is Placed:

Thank you for your order from (Restaurant Name). Your order is estimated to be ready in 30 minutes. Order number [order number].