ChowNow - Detailed Review
Food Tools
ChowNow - Product Overview
ChowNow Overview
ChowNow is an online food ordering platform that connects customers with local, independent restaurants. Here’s a brief overview of its primary function, target audience, and key features:
Primary Function
ChowNow’s main purpose is to provide independent restaurants with the tools to manage their own online ordering systems. This allows restaurants to take orders directly through their own websites, social media profiles, and other branded channels, rather than relying on third-party delivery apps. The platform helps restaurants maintain control over their online presence and customer data.
Target Audience
ChowNow primarily targets independent restaurants and small chains that want to enhance their online ordering capabilities. The platform is particularly appealing to tech-savvy millennials and busy professionals who seek convenience in ordering food online. By focusing on independent restaurants, ChowNow helps these businesses compete more effectively against larger chains and third-party delivery services.
Key Features
Branded Online Ordering
Restaurants can set up their own branded online ordering systems on their websites, allowing customers to place orders directly without going through third-party apps.
Customizable Menus and Branding
Restaurants can customize their menus and branding to reflect their unique identity. This includes the ability to add custom branding, menu items, and promotional offers.
Order Management
ChowNow provides tools for managing online orders efficiently, including order notifications, order tracking, and integration with the restaurant’s POS system.
Marketing Support
The platform offers marketing support to help restaurants promote their online ordering systems through email campaigns, social media integration, and other digital marketing strategies.
Customer Data Ownership
Restaurants retain ownership of their customer data, which can be used for remarketing and building customer loyalty.
Integration with Payment Gateways and POS Systems
ChowNow integrates with popular payment gateways like Apple Pay, Google Wallet, and Yelp, as well as various POS systems to ensure seamless order processing.
Social Media Integration
Customers can place orders directly from a restaurant’s Facebook page or Instagram profile.
Analytics and Reporting
The platform provides data analytics tools to help restaurants track and analyze their online ordering data, making informed decisions to improve operations and increase sales.
By offering these features, ChowNow empowers independent restaurants to take control of their digital presence and build stronger relationships with their customers.
ChowNow - User Interface and Experience
User Interface and Experience Overview
The user interface and experience of ChowNow, an online food ordering platform, are designed with a focus on simplicity and user-friendliness, although there are some areas that could be improved.Home Screen and Restaurant Selection
When users open the ChowNow app or website, they are presented with a home screen that displays a list of restaurants in their area. This list includes key details such as the distance from the user’s location, availability for pickup or delivery, and sometimes the restaurant’s rating from platforms like Google or Yelp.Visuals and Layout
The interface could benefit from more visual elements. For instance, including images of popular dishes from each restaurant can enhance the user experience, as people often make food choices based on what they see. Currently, the app shows a video of food being prepared at the top, but integrating more images within the restaurant listings would be beneficial.Ordering Process
The ordering process is relatively straightforward. Users can select a restaurant, view its menu, and add items to their cart. Each menu section is clearly labeled, although there is a suggestion to reorder these sections to prioritize food items over beverages, which can create a more logical user flow.Additional Features
ChowNow allows users to add special instructions to their orders, which is a useful feature. However, there is an opportunity to suggest additional items, such as drinks or appetizers, to increase the average order size.Curbside and Other Ordering Options
For restaurants that offer curbside pickup, ChowNow has a separate order type labeled as “Curbside,” making it easy for both staff and customers to manage these orders. This feature streamlines the process by including vehicle information and a clear order type in the admin dashboard and order emails.Onboarding and Notifications
Upon downloading the app, users are asked to opt-in to push notifications and share their location. However, it would be helpful if ChowNow explained the benefits of these actions, such as receiving updates on orders or notifications about deals. The onboarding process could also be improved by indicating how much longer it will take, setting user expectations more clearly.User Feedback and Issues
Despite the user-friendly design, some users have reported issues with the service, such as false advertising of delivery availability, poor customer service, and problems with order fulfillment. These issues highlight areas where ChowNow needs to improve its overall user experience and reliability.Conclusion
In summary, ChowNow’s user interface is generally easy to use, with clear restaurant listings and a straightforward ordering process. However, incorporating more visuals, improving the layout of menu sections, and enhancing the onboarding process could significantly enhance the user experience. Addressing the reported issues with customer service and order fulfillment is also crucial for building user trust and satisfaction. ChowNow - Key Features and Functionality
ChowNow Overview
ChowNow is a comprehensive online ordering and marketing platform specifically tailored for restaurants, offering a range of features that enhance their operational efficiency, customer engagement, and revenue growth. Here are the main features and how they work:
Customizable Branding
ChowNow allows restaurants to maintain their unique identity by offering customizable branding options. This means restaurants can create their own branded online ordering systems, mobile apps, and websites that reflect their brand, helping to build brand loyalty and consistency.
Commission-Free Ordering
Unlike many third-party delivery services, ChowNow operates on a flat monthly fee rather than taking a commission on each order. This model helps restaurants retain more of their revenue and ensures that ChowNow’s success is tied to the success of its restaurant partners.
Order Management
ChowNow provides a robust order management system that includes real-time order notifications, order tracking, and integration with the restaurant’s POS system. This ensures accurate and efficient order processing, making it easier for restaurants to manage their orders seamlessly.
Menu Management
Restaurants can easily customize their menus on the ChowNow platform, ensuring that customers get accurate and up-to-date information when placing orders. This feature helps in maintaining menu consistency and making updates as needed.
Delivery and Pickup Management
ChowNow supports both delivery and pickup options. Restaurants can manage their delivery operations by hiring and using their own delivery drivers, or they can focus on pickup orders. The platform also includes features like delivery tracking and pickup scheduling.
Integrated Marketing Tools
ChowNow offers various marketing tools to help restaurants promote their online ordering services. This includes email marketing campaigns, social media integration, and other digital marketing strategies to attract more customers.
Customer Data Ownership
Restaurants using ChowNow have full ownership of their customer data, which is crucial for targeted marketing and building customer relationships. This data can be used to create loyalty programs, send promotions, and improve overall customer engagement.
Mobile and Website Ordering
ChowNow enables customers to place orders through both mobile apps and the restaurant’s website. This ensures a seamless ordering experience across different platforms, including Android and iOS devices.
Loyalty Programs and Gift Card Support
Restaurants can implement loyalty programs and offer gift cards through the ChowNow platform. These features help in retaining customers and encouraging repeat business.
Analytics and Reporting
ChowNow provides data analytics tools that help restaurants track and analyze their online ordering data. This valuable information can be used to make informed decisions to improve operations and increase sales.
Third Party Integrations
ChowNow integrates with various third-party services, including POS systems, payment gateways, and other software solutions. This integration ensures that orders are accurately processed and fulfilled, and it streamlines the overall operational workflow.
AI Integration
One notable integration involving AI is with SoundHound’s Smart Answering service. This service allows restaurants to handle customer queries via a voice assistant or SMS, eliminating the need to choose between answering the phone and serving in-house customers. The AI-driven system provides conversational responses to customer queries about menu items, opening hours, and other frequently asked questions, and it can direct customers to the restaurant’s ChowNow ordering page if they wish to place an order.
Customer Support
ChowNow offers comprehensive customer support to both restaurants and their customers. This includes technical support, order assistance, and feedback management, ensuring a smooth ordering experience for all parties involved.
Conclusion
In summary, ChowNow’s features are designed to empower independent restaurants to take control of their online ordering process, enhance customer engagement, and improve operational efficiency, all while providing a seamless and user-friendly experience for both restaurants and customers.
ChowNow - Performance and Accuracy
Evaluating the Performance and Accuracy of ChowNow
ChowNow, a platform for online food ordering and delivery, reveals a mixed picture with both positive and negative aspects.
Positive Aspects
ChowNow has been recognized for its strengths in certain areas. According to client feedback on review sites like G2, ChowNow ranks highly in categories such as “Best Relationship,” “Best Support,” and “Easiest to Do Business With.”
- The platform is praised for its support team, which is available 24/7 via phone, email, web chat, and text message. The average wait time for phone calls is only 58 seconds, and responses to chats and texts are even faster, typically within 30 seconds.
- ChowNow also helps restaurants increase their ticket sizes and order frequency. Some restaurants have reported significant increases, such as a 30% increase in ticket sizes or a doubling of order frequency.
Limitations and Areas for Improvement
Despite these positive aspects, there are several areas where ChowNow falls short:
Customer Service Issues
Many customers have reported poor experiences with ChowNow’s customer service. Complaints include long wait times, unresponsive support, and difficulties in resolving issues such as missing or incorrectly delivered orders.
- For example, a customer reported an order that was marked as delivered but never arrived, and the support agent’s handling of the situation was deemed unacceptable. The customer faced multiple failed attempts to resolve the issue, including being sent multiple drivers without ensuring a new order was placed.
Order Fulfillment Problems
There are numerous complaints about orders not being fulfilled correctly. Customers have reported orders being cancelled after payment was taken, restaurants being listed as available when they were actually closed, and orders not being delivered despite being marked as such.
- A complaint highlighted an issue where a customer placed an order through ChowNow, only to find out that the restaurant was closed by the authorities, yet ChowNow still listed it as taking orders. The customer was unable to get a refund because ChowNow could not contact the merchant.
Communication Breakdowns
Communication between ChowNow, the restaurants, and the customers appears to be a significant issue. Several customers have reported that ChowNow support agents claimed to have contacted the restaurants when they had not, leading to further confusion and frustration.
- For instance, a customer had to contact the restaurant directly to confirm that no one from ChowNow had reached out, despite the support agent’s claims to the contrary.
Transparency and Accountability
There are concerns about transparency and accountability in how ChowNow handles orders and refunds. Customers have reported being misled about the status of their orders and facing difficulties in obtaining refunds when issues arise.
- A customer complained about being directed to place an order through ChowNow for a bakery that did not actually use ChowNow’s services, leading to a cancelled order and a significant delay in resolving the issue.
Conclusion
While ChowNow has been recognized for its support and relationship-building with restaurants, it faces significant challenges in terms of customer service, order fulfillment, communication, and transparency. To improve, ChowNow needs to address these issues by enhancing its customer support processes, ensuring better communication between all parties involved, and providing clearer and more accurate information about order status and restaurant availability.
ChowNow - Pricing and Plans
Monthly and Annual Plans
ChowNow offers several plans with varying costs and features:
Monthly Plan
This plan starts at $199 per month, plus a standard processing fee of 2.95% $0.29 per transaction. There is also a flat rate of $3.99 per order for Flex Delivery.
Annual Plan
The annual plan can reduce the monthly cost. For example, signing a longer contract can lower the monthly fee to $119 or $99 per month, depending on the length of the contract. There is also a discounted setup fee associated with these plans.
Setup Fees
ChowNow charges a setup fee, which varies depending on the plan chosen. The setup fees range from $199 to $399 per location, with discounts available for longer contract commitments.
Features Included
Commission-Free Orders
ChowNow does not charge a commission on orders, which is a significant difference from other food delivery services like UberEats or GrubHub.
Branded Website and App
ChowNow builds and optimizes a branded website and mobile app for restaurants, which helps in maintaining the restaurant’s brand identity.
Order Aggregation and Menu Management
The service simplifies takeout operations with order aggregation and centralized menu management.
Marketing Support
Restaurants get access to a dedicated Restaurant Success Manager who helps with marketing strategies, customer ordering trends analysis, and menu optimization.
Customer Data
ChowNow helps restaurants build a customer database, which can be used for email marketing, identifying valuable customers, and optimizing menus.
Credit Card Fraud and Chargeback Protection
ChowNow offers full credit card fraud and chargeback protection without any limits.
Delivery Options
ChowNow offers Flex Delivery, which partners with services like DoorDash and Uber to provide reliable delivery options. Restaurants can also use their own delivery drivers.
Payment Terms
Restaurants receive next-day deposits every business day, Monday through Friday, excluding holidays.
No Free Options
ChowNow does not offer a free plan or trial period. Instead, restaurants must choose from one of the paid subscription plans available.
In summary, ChowNow’s pricing is based on monthly or annual subscriptions with associated setup fees, but it does not charge commissions on orders, providing a more predictable and potentially more profitable model for restaurants.
ChowNow - Integration and Compatibility
ChowNow Overview
ChowNow, a comprehensive online ordering and management system for restaurants, offers seamless integration with a variety of tools and platforms, ensuring a smooth and efficient operational experience.
POS System Integration
ChowNow integrates with over 45 leading Point of Sale (POS) systems, including Toast, Square, Revel, Clover, and more. This integration allows restaurants to auto-accept and manage orders directly within their POS system, reducing errors and streamlining order management. For example, integrating ChowNow with Toast involves specific steps such as adding the ChowNow integration on the Toast dashboard, configuring dining options, and linking locations to ensure accurate sales reporting and order management.
Online Ordering Interface
To integrate ChowNow’s online ordering interface with a restaurant’s website, you can use the ChowNow Ordering Script. This script allows you to connect a link or image directly to the ChowNow online ordering interface. By adding the script to your page source and using specific classes or URLs, you can ensure that links or images open the ChowNow ordering interface correctly. This setup is compatible with SSL-secured sites and ensures a seamless user experience on both desktop and mobile devices.
Menu Management and Distribution
ChowNow enables restaurants to manage and distribute their menus across multiple platforms, including Google, Snapchat, TripAdvisor, Yelp, and more. This automated process allows for easy updates and ensures menu consistency across all listed sites.
Mobile Apps and Marketplace
ChowNow offers branded mobile apps for both iOS and Android, providing a convenient ordering experience for customers. Additionally, the ChowNow marketplace allows restaurants to list their business and attract more customers, although this may incur a 12% commission per order.
Advanced Reporting and Analytics
The platform provides real-time analytics and reporting across all ordering channels in one centralized dashboard. This feature helps restaurants identify top performers, ordering trends, and popular menu items, enabling data-driven decisions to optimize their operations.
Device and Platform Compatibility
ChowNow’s integration solutions are designed to work across various devices and platforms. For instance, the online ordering interface works on both desktop and mobile devices, and the branded mobile apps are available on both iOS and Android. The system also ensures that orders are managed efficiently, whether they are placed through the website, mobile app, or other integrated platforms.
Conclusion
In summary, ChowNow’s integration capabilities are extensive, allowing restaurants to manage orders, menus, and customer data seamlessly across multiple POS systems, websites, mobile apps, and other platforms. This integration helps in streamlining operations, improving efficiency, and enhancing customer satisfaction.
ChowNow - Customer Support and Resources
ChowNow Overview
ChowNow, a leading online ordering and marketing platform for independent restaurants, offers a comprehensive range of customer support options and additional resources to ensure smooth operations and address any issues that may arise.
Customer Support Options
Phone Support
The primary and most popular method of contacting ChowNow is through their toll-free phone number, 1-888-707-2469. This number is available 24/7, and the average hold time is between 3 to 5 minutes. Customers are advised to have their first and last name, email, order ID, or tracking number ready to facilitate identification.
Email Support
Customers can also reach out via email, with the most commonly used address being support@chownow.com. There are also specific email addresses for different types of inquiries, such as info@chownow.com for general information and privacy@chownow.com for privacy-related issues.
My Account Support
Users can contact the support team through the “My Account” section on the ChowNow website. This requires logging in to your account and accessing the settings to contact the support team.
Additional Resources
Support Articles and Guides
ChowNow provides a wealth of support articles and guides that help answer common questions. These resources cover topics such as managing menus, updating hours, and using the ChowNow dashboard.
Video Tutorials
There are several video tutorials available, including how to use the ChowNow Tablet, edit menu items, add new menu items, hide menu items, and update business hours.
Restaurant Success Team
After launching with ChowNow, restaurants are connected with a restaurant success team that can provide additional support and guidance. The support team can also connect you with this team if needed.
Marketing Resources
ChowNow offers a Marketing Store, a one-stop shop for marketing materials such as email templates, signage, and stickers. These materials are designed to help restaurants build their brand and drive more orders.
Help Center
The ChowNow Help Center includes resources on marketing, profitability, and SEO for restaurants, along with case studies and other guides to help restaurants optimize their operations.
Operational Support
Integrated Order Management
With the acquisition of Cuboh, ChowNow now offers an integrated solution that consolidates orders from various food delivery services into a single, manageable interface. This helps in improving operational efficiency and reducing errors.
By providing these diverse support options and resources, ChowNow ensures that both restaurants and customers have the necessary tools to resolve issues quickly and efficiently.
ChowNow - Pros and Cons
Advantages of ChowNow
ChowNow offers several significant advantages for restaurants looking to enhance their online ordering and customer engagement:Cost-Effective
ChowNow operates on a monthly subscription model, which is more cost-effective compared to other food delivery services that charge commissions on every transaction. Restaurants pay a one-time setup fee and a monthly fee, which can be as low as $129 per month for a 2-year plan, plus a small fee for credit card transactions.Increased Revenue
By avoiding commission fees, restaurants using ChowNow can retain more of their revenue. This model helps in increasing overall sales and profitability for the restaurants.Multi-Platform Presence
ChowNow’s “Order Better Network” allows restaurants to list their menus across multiple online platforms, including Google, Yelp, OpenTable, and more. This increases their visibility and reach to a broader customer base, potentially boosting digital sales by up to 30%.Customer Data and Engagement
ChowNow provides valuable customer data, enabling restaurants to understand customer preferences and develop targeted marketing strategies. This helps in boosting client engagement and loyalty, as restaurants can offer personalized experiences and rewards to their customers.Seamless Online Ordering
The platform offers a user-friendly interface for customers to place orders easily from their homes, using various payment methods. It also provides digital invoicing, which eliminates errors and offers transparency in the ordering process.Integration with POS Systems
ChowNow integrates smoothly with various Point of Sale (POS) systems, ensuring accurate and efficient order processing. This integration helps in maintaining real-time tracking of orders and transactions.Customizable Branding
Restaurants can customize their branding on the ChowNow platform, allowing them to maintain their unique identity throughout the ordering experience. This includes adding menu items, brand logos, and other content to mobile applications.Comprehensive Support
ChowNow offers comprehensive training, ongoing marketing support, and round-the-clock customer service. This ensures that both restaurants and customers receive the help they need to use the platform effectively.Disadvantages of ChowNow
While ChowNow offers numerous benefits, there are some potential drawbacks to consider:Initial Complexity
Some users find the interface of ChowNow slightly complex initially, which can pose a learning curve for new users. However, this complexity is generally short-lived as users become more familiar with the system.Technical Expertise for Integration
Integration with certain POS systems may require technical expertise, which can be a challenge for some restaurants. This might necessitate additional support or training to ensure smooth integration.No Delivery Service
ChowNow does not provide its own delivery service, which means restaurants either need to handle deliveries themselves or partner with third-party delivery services like DoorDash or UberEats. While this can reduce overhead costs, it also means restaurants need to manage their own logistics. In summary, ChowNow is a valuable tool for restaurants seeking to enhance their online presence, increase revenue, and engage customers more effectively, despite some minor initial complexities and the need for technical expertise in some integrations. ChowNow - Comparison with Competitors
When Comparing ChowNow to Its Competitors
When comparing ChowNow to its competitors in the food tools and AI-driven product category, several key features and differences stand out.Unique Features of ChowNow
ChowNow is distinguished by its comprehensive suite of tools aimed at supporting independent restaurants. Here are some of its unique features:Online Ordering Integration
ChowNow allows restaurants to accept orders directly from their own websites, eliminating the need for customers to use third-party platforms. This feature helps restaurants maintain their brand identity and avoid commissions.Branded Apps
Restaurants can use their own branded apps for ordering, which reduces costs associated with third-party commissions and helps in maintaining brand consistency.POS Integration
ChowNow integrates with various Point of Sale (POS) partners, streamlining transactions from order placement to fulfillment.Smart Answering Service
Through its partnership with SoundHound, ChowNow offers a Smart Answering service that uses AI to handle inbound customer calls and queries via voice or SMS. This service can direct customers to the restaurant’s ordering page, handle reservations, and more, all without requiring staff intervention.Competitors and Alternatives
Here are some of the key competitors and alternatives to ChowNow:Owner
Owner is a digital platform that focuses on enhancing the online presence and operations of restaurants. It offers tools similar to ChowNow, including online ordering and POS integrations. However, Owner may have different pricing models and features that could be more or less appealing depending on the restaurant’s needs.Incentivio
Incentivio is another platform that enhances the restaurant guest journey using AI. It provides a suite of services including AI-driven solutions for customer engagement and loyalty programs. While it shares some similarities with ChowNow, Incentivio’s focus on guest journey and loyalty might make it a better fit for restaurants prioritizing customer retention.Oddle
Oddle is a technology company that provides online solutions for restaurants, including online ordering and other operational tools. Like ChowNow, Oddle helps restaurants manage their online presence, but the specific features and integrations may vary. Oddle might be a good alternative for restaurants looking for a different set of tools or pricing structures.Revolution Ordering
Revolution Ordering is another competitor that offers online ordering solutions. While it shares many features with ChowNow, such as online ordering and POS integrations, it may have different approaches to branding and commission structures. For example, Revolution Ordering might have different fees or requirements for using its platform.Key Differences
Branding and Commission
ChowNow stands out for its ability to let restaurants maintain their brand identity through branded apps and direct website ordering, reducing commission fees. Competitors like Owner, Incentivio, and Oddle may have different models for branding and commissions.AI Integration
The partnership with SoundHound gives ChowNow a unique edge in terms of AI-driven customer service through the Smart Answering service. This is a significant differentiator, especially for restaurants looking to automate customer queries efficiently.POS and Operational Integrations
While many competitors offer POS integrations, ChowNow’s seamless integration and the breadth of its POS partners can be a deciding factor for some restaurants. In summary, ChowNow’s unique features, particularly its branded app capabilities, POS integrations, and AI-driven Smart Answering service, make it a strong choice for independent restaurants. However, other platforms like Owner, Incentivio, Oddle, and Revolution Ordering offer alternative solutions that might better suit specific restaurant needs and preferences. ChowNow - Frequently Asked Questions
Here are some frequently asked questions about ChowNow, along with detailed responses to each:
How does ChowNow work?
ChowNow provides restaurants with the tools to manage and grow their online ordering business. It allows restaurants to take commission-free orders through their own website, a branded mobile app, or the ChowNow app. ChowNow also offers features like order aggregation, centralized menu management, and automated marketing to simplify takeout operations.
What are the key features of ChowNow?
ChowNow offers several key features, including customizable branding, commission-free ordering, integrated marketing tools, customer data ownership, mobile app ordering, website ordering, social media integration, loyalty programs, gift card support, order management dashboards, real-time order notifications, menu management, delivery management, pickup scheduling, and comprehensive customer support. It also integrates smoothly with various POS systems to ensure accurate order processing.
How much does ChowNow charge restaurants?
ChowNow’s pricing is predictable and commission-free. Plans start at $199 per month, plus a standard processing fee of 2.95% $0.29 per transaction. For Flex Delivery orders, there is a flat rate of $3.99 per order. Restaurants can choose how much of the delivery fee to pass on to their customers.
Does ChowNow offer delivery services?
Yes, ChowNow offers delivery services through its Flex Delivery feature, which partners with delivery providers like DoorDash and Uber. This service allows restaurants to deliver orders up to 8 miles away for a flat rate of $7.98, with the option to split this fee between the restaurant and the customer. The smart dispatch system ensures the best driver is selected for each order.
Where can customers place orders through ChowNow?
Customers can place orders through various channels, including the restaurant’s website, a branded mobile app for iPhone and Android, the ChowNow app, and listings on popular sites such as Apple Maps, Yelp, TripAdvisor, and more. Orders can also be initiated from social media platforms like Facebook and Instagram.
How does ChowNow handle order management?
ChowNow streamlines order management by integrating with POS systems, automating notifications, and ensuring smooth coordination between the restaurant and its customers. Orders are automatically synced through POS systems, eliminating the need for manual entry and saving time on end-of-day reporting.
Does ChowNow provide customer data to restaurants?
Yes, ChowNow helps restaurants build a valuable database of customer information and insights. This data can be used to identify valuable customers, analyze ordering trends, optimize menus, and implement effective email marketing strategies. ChowNow complies with all data processing laws and ensures customer data is secure and not sold to third parties.
How often does ChowNow pay out to restaurants?
ChowNow provides next-day deposits to its restaurant partners every business day, Monday through Friday, excluding holidays.
Does ChowNow offer credit card fraud and chargeback protection?
Yes, ChowNow offers full credit card fraud and chargeback protection without any limits. If a restaurant is subject to fraud or a chargeback, ChowNow covers the costs and handles the communication with the credit card company.
Who receives tips on ChowNow orders?
For pickup orders, all tips go straight to the restaurant. For delivery orders, customers have the option to tip both the driver and the restaurant staff.
What kind of support does ChowNow offer to restaurants?
ChowNow provides 24/7 customer support and assigns a Restaurant Success Manager to each restaurant. This manager acts as an online ordering coach, helping with marketing strategies, customer ordering trends analysis, and recommendations to increase orders.