Best Practices

Doubling Down on Our Customers' Success

"[Our Customer Success Manager] has been great and is always very transparent and helpful with our constantly-changing needs. He has made a point to come out for regular site visits to understand the core challenges of our business and works quickly to address them with the rest of the GoTab team!"

– 2021 NPS Survey Respondent

Everybody says their customer service is world-class. But very few restaurant technology vendors invest as much as GoTab in timely, responsive customer service. Our customer feedback says it best, and that’s why we opened this article with quotes from actual GoTab customers. 

As representatives of a company of restaurateurs that built a product for restaurateurs, the GoTab Customer Success Team empathizes with customers in an industry that is often neglected by technology companies. Our customers are at the forefront of every decision we make as a company, and the success of our customers is the driving force behind this tremendous team. 

Interpersonal connection and the human element of hospitality are the backbone of positive dining experiences. The past two years have fundamentally altered the way restaurants do business, further compounded by staffing shortages and COVID surges. Our technology enables contactless ordering through customers' phones while simultaneously supporting servers to do what they are passionate about: interacting with guests. But introducing technology that transforms a business model cannot happen in a vacuum.

"GoTab has been the best, most user friendly POS system I've used in my many years of restaurant experience. They are always on call to troubleshoot and the staff is very professional."

– 2021 NPS Survey Respondent

GoTab’s Customer Success Team is both a support structure and a consultancy advising on how our customers can use this technology to generate new business.

GoTab Customer Success Managers focus on driving adoption, retention, and participation in new features and products while functioning as product experts and technical communications resources. The team’s dedication to continuous improvement efforts on product usability and performance further supports its ability to make the product a success for customers. In fact, many GoTab operators are performing more profitably during the pandemic with GoTab than they were without GoTab prior to the pandemic. The Customer Success Team is available 24 hours a day via chat support, phone, text, email and social media. The around-the-clock availability of the team led GoTab to be named a winner in the 2021 Excellence in Customer Service Award presented by Business Intelligence Group. With an average chat support response time of 8 minutes, the GoTab Customer Success Team is well-deserving of recognition for its efforts. 

A New Addition to Our Customer Success Model

GoTab Customer Success

Technology companies have a bad reputation in the hospitality industry. From unreliable technologies to predatory business models, operators are often dubious of new software. Due to GoTab’s strong foundation in restaurants, we made the decision to completely align ourselves with our operators in terms of our pricing structure so that we are only successful when our restaurants are.  If the restaurant does not use the platform, they are not penalized in any way. Because of the way we positioned ourselves, GoTab is fully vested in the success of our customers. Our Customer Success Team is on the forefront of this success. 

And that’s where the news gets even better for our customers. At the beginning of the year, we launched and allocated dedicated resources to Account Management. Our account managers are solely committed to helping operators get beyond the day-to-day technology questions and to think strategically about the opportunities our platform offers to help them transform their business operations. They work one-on-one with operators to discover new revenue opportunities and optimize their efficiency, whether it’s running with fewer staff or preparing for peak demand.

"Great team with the innovation mindset for today's operations. Thank you for a great year!"

– 2021 NPS Survey Respondent

From consulting on best practices to around-the-clock support, the GoTab Customer Success Team is a driving force behind making our customers function efficiently and effectively. Unlike other Point of Sale companies, who take days or weeks to respond to support requests, the GoTab team is available within minutes. Every update we make in our system is done with the operator in mind. The team directly translates customer requests into feature updates and action. When launching new customers, the GoTab Customer Success Team is onsite installing the platform, training the staff, and ensuring a successful go-live. The GoTab Customer Success Team’s personalized responsiveness and hands-on care for customers is one of the most cited reasons by GoTab’s operators for using the platform.

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Situated “in the heart of it all, yet tranquil enough to make you feel away from it all too,” The Limelight Hotel Snowmass offers 99 hotel rooms and 11 residences, as well as footsteps-to-gondola access in winter and summer — right in the middle of Snowmass Base Village.

The Situation

Especially over the last few years, the Limelight Hotels IT team had witnessed a significant shift to contactless technology in the hospitality industry. After evaluating friction points in the guest journey, aligning with modern technology platforms in their restaurant was determined to be an effective way to offer elevated contactless dining experiences to their guests while also evolving their technology platforms to continue to support long-term company goals. Limelight Hotel partnered with GoTab to provide an enhanced on-demand dining experience on par with the brand’s reputation for exceptional guest service.

The Solution

Reducing Staff Touch Points Without Sacrificing Guest Experience

Guests are now able to begin a tab from their room or the property’s restaurant by scanning a QR code, texting a link to friends or family members on the ski slope to add in their orders, then meeting up together at the patio or lodge to enjoy their meal and après ski festivities without interruption. By streamlining tasks like inputting orders and processing payments, this eliminates friction for hotel staff and allows them to focus on delivering renowned guest service for a memorable experience. Since partnering with GoTab, Limelight Snowmass has consistently seen higher check averages and sales.

“We found the Point of Sale platforms we were looking at offered the guest and staff limited opportunities to further reduce touch points or improve the traditional restaurant experience. The GoTab platform enabled the guest to take an active role over the flow of their experience while simultaneously reducing touch points and further streamlining restaurant operations.”Nick Giglio, Manager of Hotel IT Operations, The Little Nell Hotel Group

According to the Limelight Hotels team, some of the other platforms that were evaluated were either missing some of the pieces they were looking for, had weak customer support models, or had little willingness to develop integrations to existing hotel platforms already in place. To that end, GoTab integrated with cloud-based platform, Infor. Together, GoTab and Infor are providing dynamic solutions to support central, efficient service across hotel amenities and deliver exceptional guest experiences.

“Previously, guests would call down to the restaurant to begin an order from their room or while they were out enjoying the ski slopes. Using GoTab, guests can now place orders from anywhere on the resort, giving them the on-demand service they want without interrupting their day. GoTab empowers us to give control to the guest, reducing touch points and streamlining overall restaurant operations, making Limelight Hotel the resort of choice for Snowmass.”Nick Giglio, Manager of Hotel IT Operations, The Little Nell Hotel Group

Since introducing GoTab, The Limelight Hotel has seen a consistent level of upsells and items sold per check resulting in additional revenue capture. They have been able to maintain service levels in their restaurants during periods when there was reduced staffing available without significantly diminishing the guest experience.

The Benefits

Eliminate Phone Orders – Take Orders from the Slopes. Guests can start a tab from their room or on the mountain without interrupting the flow of their day.

Future-Proofed Technologies – Delivering elevated contactless ordering via integration with the Infor hotel management platform.

Eliminating Friction in the Guest Journey – Maintaining service levels during periods of reduced staff without diminishing the guest experience.

  • Eliminating Friction in the Guest Journey – Maintaining service levels during periods of reduced staff without diminishing the guest experience.
  • Eliminating Friction in the Guest Journey – Maintaining service levels during periods of reduced staff without diminishing the guest experience.
  • Eliminating Friction in the Guest Journey – Maintaining service levels during periods of reduced staff without diminishing the guest experience.
  • Eliminating Friction in the Guest Journey – Maintaining service levels during periods of reduced staff without diminishing the guest experience.

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