From May 1, 2022, restaurants partnering with Yandex Food will be able to respond to customer reviews, receive daily sales reports in the messengers, and choose the frequency of payment for orders.
It is stated that in 2021, Yandex Food’s ability to communicate directly with customers is at the top of the requests from restaurants.
“The function is very convenient. Our restaurants receive approximately 10,000 reviews per month. Any feedback from a guest or customer who placed an order through Yandex Food is very welcome to us. Previously, communication with the customer was only possible with the support of the service. “We can now directly resolve any conflict situation or thank the guest for a positive review,” said Frank Marketing Director, Basta Kirill.
With the help of the new features, restaurants will be able to independently communicate with the user who left a comment about the order. Customers will see a message from the restaurant in the app or via email. In this way, restaurants will be able to return customers and increase the percentage of repeat orders in cases where the first meeting with the institution is unsuccessful. Previously, it communicated with users only with Yandex Gıda support.
“Restaurants are used to working with guests in the lounge – providing a specific service, establishing personal contact and getting instant feedback. At the same time, the communication of the delivery service, which is an important part of the business, with the customer was not so simple. Now it will be easier to make both positive and negative reviews and correct the situation in a timely manner. Businesses will be pleased with this decision in Yandex Food.”
More than half of Yandex Food partners are small organizations, so they will be able to use the new services for one ruble a month until the end of the year. Other restaurants will be able to test them in a month.
In addition, restaurants will be able to receive daily payments for orders. This feature will help restaurants close the cash gap and circulate funds instantly. This is important where it is necessary to pay suppliers quickly. Also, restaurants that cooperate with Yandex Food will be able to order the service of a personal manager, who will instantly answer questions from the organization and help work with the platform so that the restaurant is more visible in the service.
Earlier, audit firm KPMG and the Restaurants and Hoteliers Federation conducted a joint study on “The Impact of Delivery on the Russian Catering Market”, showing that aggregators help businesses attract new customers, according to most restaurant market players.