In this article, you’ll learn how Zenchef automatically assigns statuses to your customers based on their visits, and how the frequency of their visits is analyzed to optimize your customer management.
Summary
- Automatic customer statuses
- Segmentation based on visit frequency
- FAQs
- Support & Related articles
What you need to know
Zenchef automatically assigns statuses to your customers according to the number of visits they’ve made to your restaurant. These statuses are visible in various places in your Zenchef space, next to the customer’s name, and are symbolized by colored icons.
1. Automatic customer statuses
The customer’s automatic status is an indication of their status based on the number of visits.
A status is automatically assigned to your customers depending on the number of visits to your restaurant. This status is displayed in several places in Zenchef, next to the customer’s name, and is represented by a colored icon.
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Normal customer = 0 visits – (gray icon)
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Good customer = 1 ≤ visits ≤ 2 – (purple icon)
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Very good customer = 3 ≤ visits ≤ 8 – (blue icon)
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Excellent customer = visits > 8 – (green icon)
*Definition of "visit": All past reservations, including those with status: confirmed, finished, processed, seated, arrived. All other statuses are excluded and do not count as a visit.
Advantage:
From your Reservations tab, you can quickly see if a customer has already visited the restaurant. This information allows you to personalize your customers’ experience and anticipate requests from your best clients.
2. Segmenting your customers by visit frequency
Your customer base is automatically segmented with an automatic tag based on how often they visit you (retention rate). You’ll have the following segments:
- New: Loyalty degree cannot yet be determined; this includes all upcoming reservations, no-shows, or cancellations.
- Lost: The customer hasn’t visited for over twelve months.
- To Reactivate: The customer visited in the last twelve months but not in the last three months.
- Recent: The customer came for the first time in the last three months.
- Regular: The customer visited in two different quarters in the last twelve months, but not in the last quarter.
- Very Regular: The customer visited in three different quarters in the last twelve months, but not the last quarter OR visited in the last three months and at least once more in the last twelve months.
- Frequent: The customer visited in the last quarter and at least two other quarters in the last twelve months.
Advantage:
Identify regulars to personalize their welcome and launch targeted newsletter campaigns to win back lost or inactive customers (for example, by sending out special newsletters).
3. FAQs
- How do I change a customer’s status? Statuses are assigned automatically based on recorded visits and cannot be changed manually.
- Can I customize the segmentation criteria? Segmentation criteria are preset by Zenchef and cannot be changed.
4. Support & Related articles
Contact our support team
For further assistance, feel free to contact Zenchef support via the Chatbot in your client area or by visiting our help center.