
Uber Eats now lets merchants message customers about their orders
In a move to enhance customer satisfaction and streamline communication, Uber Eats has announced the launch of its new “Live order chat” feature. This innovative tool will enable restaurants and merchants to directly message customers in real-time to resolve any issues or clarify special requests.
The new functionality is designed to help prevent problems from arising during orders, allowing for quick resolutions and ensuring that customers receive their food as ordered. Merchants can use the feature to confirm replacements for sold-out items, verify dietary or allergy preferences, and provide updates on order status.
However, it’s worth noting that users will not be able to initiate chats with merchants unless they have contacted them first. This means that customers must take the initiative to reach out to restaurants if they need assistance, rather than having the option to proactively start a conversation.
The rollout of Live order chat comes just three months after Uber Eats’ rival DoorDash introduced a similar feature for merchants to communicate directly with customers.
In addition to this new tool, Uber Eats has also unveiled several AI-powered innovations designed specifically for its merchant partners. These tools are aimed at providing valuable insights and improving the overall ordering experience.
Firstly, the platform will now offer AI-generated item descriptions on menus, allowing users to make more informed decisions when selecting their food options. Additionally, Uber Eats is introducing AI-powered summaries of customer reviews, giving merchants a better understanding of customer feedback and preferences.
Furthermore, the app has announced that it will use AI to enhance low-quality food images by improving lighting, resolution, framing, and plating. This feature may also generate an image of the same dish on a plate if there is no existing photo available.
To further increase transparency, Uber Eats is now encouraging users to snap a photo of their delivered orders. Customers who submit photos will have the opportunity to earn $3 in Uber Cash, provided they reside in eligible countries such as the U.S., Canada, Mexico, or the U.K.
The company claims that customers are more likely to order dishes when they can see what it looks like, which may be a crucial factor for restaurants looking to increase sales.
Source: techcrunch.com