We are delighted to announce a significant update to our call center system, providing agents with improved capabilities for managing and tracking delivery orders. With this release, agents will have access to real-time delivery status information from the Call Center, enabling them to efficiently handle customer inquiries and provide real-time updates to customers. 

To better serve customers and provide a tailored experience for them, agents can now easily read, add and update customer notes from the Call Center as shown below: 

Agents can also read the customer notes when viewing the customer insights, which will help agents get more details about the calling customer: 

To provide agents with improved capabilities for managing and tracking changes on orders, we have introduced an enhancement to help agents easily identify whether a request is an edit request or a void request. This enhancement will improve efficiency, enhance customer service and reduce manual human interactions. 

Edit Requests and Void requests sent from the Call Center on Active Orders might be rejected if the Cashier is offline. To enhance order accuracy and efficiency, we have enabled agents to resend a rejected edit/void request to the branch again with one button. This will minimize the back-and-forth interaction with the branch or the customer again to retake the changes done to an active order. It will also save time and efforts since agents will not be required to create another edit/void request from scratch. Overall. this feature will facilitate smoother order fulfillment that will improve customer satisfaction. 

When creating delivery orders, agents should make sure they take accurate addresses so that they can better communicate the address with the branch or the driver. We have introduced a structured and standardized way to capture addresses to streamline address collection, minimize errors, and ensure accurate delivery information for orders.

Call center agents will now have a structured form or interface to capture address details from customers. The form will include specific fields for street name, house number, residence type and any other relevant information based on the applicable address format. Agents can systematically enter the address details into these fields, ensuring consistency and accuracy.

For businesses based in Kuwait, extra fields are also shown such as the block, avenue and governate.

To be able to select the governate while creating or updating the customer address, the business should select the governate they operate in from the Console Settings. The cities selected from here will be reflected to the structured customer address taking.

You can update data on your account in bulk by importing CSV or Excel files using the same powerful features that are available in the new importer experience. The bulk update is enabled for these imports:

• Menu → Categories
• Inventory → Suppliers

In order to be able to use the bulk import, you can follow these steps:

1. Export the data from your account
2. Open the exported file and do the needed changes and save the file (make sure to keep the ID column as-is to update the records)
3. Import the updates using the updated file

A few important things to keep in mind while using the importer:

• The same file can be used for creating and updating your data:

  • If the ID column is filled, the row will be updating the data for the existing record
  • If the ID column is empty, the row will be creating the data for the existing record
    
    

• Updating replaces the existing data with the new one, so if you need to keep something unchanged, then keep the data like it was when exported:

  • For example, if the original value when exported is 5, it should remain 5 when importing to keep it unchanged, if it has any other value, it will have that new value instead of 5, if it’s empty, it will remove the 5 and have an empty value instead

You can now access all your Foodics accounts from a single place in the console. Your console, Pay and Online accounts are one click away!

The advanced importer experience that allows you to import huge files easily and quickly powered by AI and automation, is now available in the following area:

• Inventory count

Introducing Customer Notes! Enhance your restaurant management experience with personalized customer service. With this, you can now:

• Create and manage individual notes for each customer, including dietary restrictions, preferences, and special occasions
  
  
• Access and update customer notes in real-time from the Call Center
• Provide a better customer experience with a tailored experience
  
  
  
  
  

You can now export a significantly larger volume of raw data associated with orders. This enhancement empowers you to extract and analyze more comprehensive information about your orders.