Technology

Ovation launches call-to-text feature

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July 12, 2023

Ovation, a real-time guest feedback platform for restaurants, has released an automated call-answering feature, Call-to-Text, allowing restaurants to automatically answer calls. The platform enables efficient feedback collection at scale, minimizing disruptions to staff and ensuring a consistently exceptional guest experience for all callers by giving them the info they need over text, according to Derek Morgan, co-founder of Ovation.

"Call-to-Text is one of our most requested features, and it's clear to see why: everyone wins," he said in a company press release. With Call-to-Text, we add an additional avenue by which customers can get support and provide feedback — all while saving the restaurant hours out of their week."

Filling a need
Numerous calls to restaurants often remain unanswered due to their inefficiency in utilizing staff time and hindering service speed, which results in guest frustration and potential loss of business. With Call-to-Text, however, callers select an option from a customizable menu and immediately get a text message with the requested information like ordering links, hours of operation or the Ovation survey. If needed, they can be transferred to talk directly with staff. Also, data collected from calls seamlessly integrates with the Ovation feedback platform, which creates detailed reports on call metrics and feedback.

Call-to-Text is all upside, according to Gary Barnes, VP of technology and innovation at Gregorys Coffee, a 35-unit brand serving New York, New Jersey and Washington, D.C.

"You're improving your in-store experience because you're not requiring your team members to be on the phone, and you're making the life of callers better because now they're not waiting for answers or hoping someone picks up and being frustrated that they don't. Instead, they get a text message with the answer they need in real time, he said in the release. "That's an all-around better experience."

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Ovation

How Great Restaurants Get Better - Guest Experience Management Platform

Ovation is a guest experience platform for multi-unit restaurants that starts with a 2-question survey to drive revenue, streamline guest recovery, and easily improve operations. Thousands of restaurants, including leading brands like Dave's Hot Chicken, use Ovation to get more feedback, recover guests in real-time, and improve.

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