Restaurant brands must own and control all of their customer data to build a 1:1 relationship with guests. Fragmented tech—from POS systems to loyalty providers—has made this impossible, until today.
Wisely’s all-new CDP enables restaurant brands to integrate historically siloed guest data—and extend that data into every part of the business.
We invite you to explore more about Wisely’s CDP here on our website.
Whether you’re creating an Automation from scratch or starting with a Recommended Automation, you’ll notice some updates and overall enhanced usability.
If you’re ready to launch even more sophisticated Automations, if/then logic trees (aka branching logic) are a vital tool.
Within the ‘Add Action’ step of building an Automation, there’s now the option to apply a yes/no step to your Automation tied to either event filters or CRM filters.
You’re likely already aware that when building a Segment in Wisely, there are 50+ combinable filters you can use. Now, those filters are also accessible as you build Automations!
Speaking of Segments, we’ve added some enhancements to make creating Segments even easier.
Building loyalty happens when you reach your guests on the right channel, at just the right time—with messaging that feels like it came from a friend. That’s why we’re seeing growing usage of Wisely’s Automated SMS (which launched in Fall 2020) and why we’ve unlocked the ability to share SMS campaigns with guests en masse as well.
Here’s how to get started sending timely Mass SMS messages that will drive sales:
We’ve also added the ability to assign an opt-in keyword to a home location to provide better targeting with the right message to the right guests.
With the rising importance of collecting (and owning) all your first-party data — winning brands are providing guests the option to opt-in to brand communication at every interaction point in their customer journey.
With Wisely, you can now add an email or SMS marketing opt-in checkbox on Wisely-powered feedback forms.
A huge part of providing an accurate wait quote to a guest is managing guest expectations. That’s why we’ve introduced Dynamic Bucketing to improve the guest experience.
For example, if the algorithm generated a 29 minute quote, historically the Host app would provide a quote range of 20-30 minutes - while technically accurate, the guest begins anticipating their table around the 20 minute mark.
With Dynamic Bucketing, the Host app will provide a quote range bracketed around the wait quote: a 29 minute quote now becomes a range of 25-35 minutes.
Host vs Order Messaging
Increasingly, Wisely’s clients are using the Host app to manage both the on-premise guest flow as well as off-premise order management. While having all guest communication flow into a single tab of the app improves efficiency, we increasingly heard that having a visual indication of the message type ensures every message is being read by the right person.
By default, Wisely’s remote waitlist forms give an estimate of the expected wait directly in the booking widget. Typically, providing guests with an estimate of how long they can expect to wait when joining a waitlist remotely is a good idea - it helps set expectations and prevents any surprises when they arrive. But for certain concepts or scenarios, that’s not always the case.
We’ve been getting more requests from clients that they’d like to option to hide the wait quote estimate from Wisely waitlist forms. With this update, it’s as simple as flipping a toggle in the Waitlist form settings.
We added a significantUI/UX enhancement to the Wisely web dashboard - there are now search fields in every drop down across the dashboard (this is particularly helpful in our Segments tool, which has 50+ available criteria), and all dropdowns can be navigated with the arrow keys on your keyboard.
Wisely strives to empower its users to leverage our existing tech to drive any custom solution they can dream of.
Our most recent endeavor is enabling custom actions powered by our ‘Guest Arrival’ webhook for off-prem orders - by simply providing us with your desired endpoint, you can now trigger any custom event based on that webhook firing (guest texts ‘here’ or is manually marked as arrived via the Orders tab in the iPad).
Some use cases include, but are not limited to:
Offers are more effective when there is a deadline attached - a limited time to redeem an offer drives a sense of urgency which compels the guest toward the desired action (redemption).
Wisely’s Automations system allows for the distribution of offers based on certain trigger events, meaning offer emails and SMS are distributed on a rolling, ongoing basis. Expiration dates for those offers should be dynamically populated in relation to the send date.
Wisely now offers a dynamic expiration date substitution tag within our Automations system.
Simply insert the tag with the desired parameters (e.g. ‘2 weeks from send date’) in the email template and the expiration will dynamically populate when the email is sent to the guest.
Call in orders make up as much as 30% of off-prem order volume for some restaurants. Typically, phone orders are entered into the POS with no way to engage with guests about their order, limited insights about that customer saved/matched to their CRM profile, and no seamless way to follow-up about their experience.
Wisely developed the all-new Call In Order Management feature, hand-in-hand with some of our restaurant partners, that juggle a high volume of call in orders.
Here’s how it works:
Maximizing every minute and every table of every shift is not unlike a game of tetris. Enter Wisely’s Grid View — a new way to visualize and manage your parties and table assignments to ensure everything fits just right.
With Grid View, planning and optimizing how you seat your restaurant, table-by-table, hour-by-hour, is now easier than ever.
Here’s how it works:
Get set up with new automated campaigns, triggered by guest behaviors, faster than ever before. Wisely’s Recommended Automations offer restaurants best practices from Wisely’s marketing experts and insight into what’s working to drive results across the industry
Here’s what you'll find:
Multi-unit operators shouldn’t need to build their own search experience. Wisely’s all-new Form Search functionality can be added to any form powered by Wisely, matches your brand, and is mobile responsive. Increase discovery, waitlist traffic, and bookings by improving the ability for guests to search for one of your restaurant locations by:
This feature allows you to streamline waitlist and reservation flows for guests — they simply land on your form, search, and join the waitlist or book a reservation.
Guests regularly use the free form field “special requests” (or, guest notes) to make requests that aren’t always possible to execute at the store level (but often guests begin their experience with the expectation that the notes entered will be fulfilled). For example, "We'd like a patio table!"
To help minimize overall friction and maximize conversion of the web reservation funnel Wisely’s added the ability to customize a sub-selection of pre-set notes under two different header types:
In-store email collection is an essential part of email list growth and guest visit tracking for Wisely’s Marketing Automation users - which is why we’ve built new integrations with three additional WiFi hardware providers: Ubiquiti, Aerohive, and Aruba.
At Wisely, one of our guiding UX principles is ‘get more done with fewer taps.’
In the Wisely Host app, you can now select multiple tables to include in a single action, such as opening or closing a section. This makes adjustments to your floorplan on the fly quick and easy.
Just like customer feedback is essential to the success of restaurant brands, Wisely believes in getting feedback from its clients and end-users to help us keep improving.
We’ve introduced a non-intrusive thumbs up/thumbs down survey directly within the Host app, which is served only during non-peak hours and can be quickly dismissed, if needed.
Drive SMS opt-ins via simple keywords. For example, instruct guests to “Text BBQ to 690-19.”
To get started, simply set your preferred list of opt-in keywords within Wisely and your guests can text the Wisely short code with any of those keywords to opt-in.
As a bonus, opting in directly to a keyword eliminates the need for a double opt-in, which removes friction and reduces funnel drop off
Seamlessly manage your reservation book and availability each shift directly within Wisely’s Host App. New controls and flexibility available within the Cover Flow view include:
We’ve added a 'Today's Order' tab in the Orders view
SMS Marketing is highly effective, but, managing the legality of opt-ins can be a big headache.
Wisely is introducing fully managed SMS opt-ins, as well as a full audit log of every opt-in/out event by source (reservation form, WiFi, email signup form, etc) and originating location.
SMS Opt-In language can now be included on any Wisely guest-facing properties (Waitlist/Reservation forms, guest Wifi, email club sign-up, and guest webview).
The ‘action’ step of Automations now include the option to send an SMS to opted-in guests. Any existing ‘trigger’ can be used to send an automated SMS, plus the addition of a new ‘Opted into SMS’ trigger - enabling the automated sending of a discount or other offer.
We’ve also released an SMS Template builder to create templates directly in Wisely’s Marketing Dashboard, including a character counter and the use of Emojis, for use in automated SMS campaigns.
It’s now easier than ever to include a unique offer in mass email campaigns as well as automated email and SMS messages through Wisely’s integration with Sparkfly.
The benefits of using Sparkfly x Wisely Include:
Expanding our platform of public APIs, we’re introducing a dedicated endpoint for all online order data. This ensures all activity from any ordering platform hits your CRM and can be used in Automations.
Our SmartQuote algorithm will now automatically calculate the likelihood of a party to abandon and update the quote based on this data, further refining the accuracy and reliability of our machine learning generated wait quotes.
You can now run campaigns encouraging existing guests to complete missing fields in their guest profile (e.g. birthdays) and automate a reward message from Automations using our ‘Updated profile’ trigger.
Automatically mark guests as “arrived” triggered by a custom keyword. For example, ask the guest to text “here” when they’ve arrived, and the guest will be moved to the appropriate staging area in Wisely Order Management.
In addition, you can send an automated confirmation response back to the guest to ensure they know their text was received.
You can now add custom guest tags to the CRM that will show up alongside a guest’s name in the Host app (e.g. ‘VIP’, ‘Beer Club Member’, ‘Manager Touch’)
The Wisely Host App now allows you to manage the flow of both dine-in guests and online orderers.
Wisely’s new “Orders” tab helps your host/manager streamline communication with guests about their online order status and pick-up.
How does it work?
Wisely’s new ‘Forms’ editor puts you in the driver’s seat to create and edit the Waitlist and Reservation booking forms your guests see/use—all within the Wisely Web Dashboard
How does it work?
Host messaging now transmits through Wisely’s dedicated shortcode. Wisely’s shortcode guarantees delivery to the guest phone via pre-approved carrier agreements. This avoids any carrier spam filtering.
Restaurants are now able to set fine-grained controls on how far in advance a guest must make a reservation before the book is cut off. This allows for more advance planning and avoids situations where guests attempt to jump the line by making a real-time reservation.
Additional Filter on Event-based Triggers
Configure specific actions in the Host app to require manager approval via passcode. This feature is first being introduced for reservation overbooking.
Wisely is introducing it’s public API platform by making two APIs available for development today:
View full documentation at docs.wisely.io and request access via your dedicated CSM.
New Segments Builder with more data sources available
Restaurants now have full control of their reservation availability (the number of reservations and party sizes that they can accept).
Reservation Availability has multiple views to suit how restaurants manage bookings:
Restaurants can now view, edit, and publish their floorplan from Wisely's web dashboard into the Host app.
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