For restaurants and delivery services, high commissions from third-party apps can significantly reduce profits. What if you could take orders directly through WhatsApp, your customers' preferred channel, offering an interactive menu and upselling options, all while reducing costs and strengthening your brand? A WhatsApp chatbot is the perfect tool to achieve this.
1. The Problem of Excessive Commissions and Dependence on External Apps
While delivery apps have expanded the reach of many restaurants, they also present significant challenges:
- High Commissions: Platforms typically charge between 15% and 30% (or even more) for each order, which directly impacts the restaurant's profitability.
- Loss of Control over the Customer Relationship: Customer data is often proprietary, making it difficult to create your own database for marketing and loyalty.
- Fierce Competition Within the App: Your restaurant appears alongside dozens of competitors, making it difficult to stand out.
- Less Flexibility in Promotions: Options for offering personalized promotions or loyalty programs may be limited.
- Dependence: A heavy reliance on these apps can make the restaurant vulnerable to changes in its policies or commissions.
Taking control of your direct orders is essential for sustainable growth.
Analyze your Numbers and Operation:
To visualize the potential of a direct ordering channel via WhatsApp, consider:
- What is your current average ticket per order (both in apps and direct, if you have them)?
- What are your best-selling dishes or products? Could you promote them more directly?
- What's your average delivery time? Could you optimize it with direct orders and better planning?
- What percentage of your income currently goes to commissions from third-party apps?
2. The Interactive Menu on WhatsApp: An Engaging Ordering Experience
A WhatsApp chatbot can present your menu in a dynamic and interactive way, making the ordering process easier for your customers:
- Clear Categories: Organize your menu by categories (starters, main courses, desserts, drinks, etc.) for easy navigation.
- Detailed Descriptions and Photos: It displays appetizing descriptions of each dish and includes high-quality images (WhatsApp allows you to send images).
- Customization Options: Allows customers to customize their orders (e.g. no onion, extra cheese, cooking time).
- Smart Upselling and Suggestions: The chatbot can suggest sides, drinks, or desserts based on the customer’s selection (e.g., “Would you like to add some fries to your burger?”).
- Special Promotions: Highlight daily deals, combos, or exclusive discounts for WhatsApp orders.
- Shopping Cart: The customer can add multiple items to their order and review it before confirming.
This direct, personalized ordering experience can be much more engaging than simply listing items in a generic app.
3. Payment Management and Real-Time Order Tracking
A well-integrated chatbot can handle crucial aspects of the ordering process:
- Delivery Address Collection: Request and confirm the shipping address accurately.
- Multiple Payment Options:
- Payment Links: Generate and send links to secure payment gateways so the customer can complete the online transaction.
- Payment on Delivery: Offer the option to pay in cash or with a credit card at the time of delivery.
- Bank Transfers: Provide data for transfers (with a confirmation process).
- Order Confirmation: Send a detailed order summary and confirmation once payment has been made or the cash-on-delivery option has been selected.
- Estimated Delivery Time: Inform the customer about the approximate preparation and shipping times.
- Order Status Updates: Notify the customer when the order is being prepared, en route, and delivered (requires integration with your dispatch system or manual coordination).
Generic Use Case: “Taquería El Sabor AI” and its App Independence
“Taquería El Sabor AI” was popular, but a large portion of its profits went to commissions from major delivery apps. They decided to boost their direct orders by implementing a WhatsApp chatbot.
The results were remarkable:
- They reduced their dependence on third-party apps by 60% for home delivery in the first six months.
- They presented a interactive menu with photos and customization options, which increased the average ticket by 15% thanks to suggestions for extras and combos.
- They implemented a system of order status notifications, improving the customer experience and reducing calls asking “where is my order?”
- They created a direct customer database, to whom they now send exclusive weekly promotions via WhatsApp (with opt-in), increasing order recurrence.
- They saved thousands of dollars in commissions, which allowed them to invest in improving the quality of their ingredients and in local marketing.
The chatbot not only gave them back control of their sales, but also strengthened their relationships with their customers.
5. Key Performance Indicators (KPIs) for your Restaurant Chatbot
To measure the success of your chatbot and optimize its performance, focus on these KPIs:
- Number of Direct Orders via Chatbot: The most obvious indicator of its effectiveness.
- Average Order Value (Average Ticket) by WhatsApp: Compare whether it's higher than on other platforms thanks to upselling.
- Interaction to Order Conversion Rate: How many conversations with the chatbot result in a completed order?
- Reduction of Commissions Paid to Third Parties: Calculate the direct savings.
- Customer Acquisition Cost (CAC) via WhatsApp: How much does it cost you to generate an order through this channel?
- Customer Retention Rate for Customers Ordering via WhatsApp: Are you ordering through this method again?
- Average Interaction Time to Complete an Order.
- Customer Satisfaction Score (CSAT) with the Chatbot Ordering Process.
Define Your Goals and Measure Progress:
- What is your main goal when implementing a chatbot (e.g. increase direct orders in X%, reduce commissions in Y%)?
- How will you track these KPIs? Does your chatbot platform offer analytics?
- How often will you analyze the results to make adjustments to your menu, promotions, or chatbot flows?
Conclusion: Take Control of Your Orders and Maximize Your Profitability with WhatsApp
For restaurants and delivery services in Latin America, a WhatsApp chatbot is a powerful tool to regain control over orders, reduce dependence on high-commission apps, and build a direct and lasting relationship with customers. By offering an interactive menu, facilitating payments and tracking, and enabling personalized upselling strategies, you not only improve the customer experience but also significantly boost your business's profitability. It's time to invest in your own sales channel and watch your restaurant grow.
Optimize your business today!
Find out how Aurora Inbox's AI agent for WhatsApp can revolutionize your customer service. Schedule a meeting to meet with him and take your service to the next level.
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