01The challenge
Busy phones, empty tables and aggregator fees
At lunch and dinner rush, staff missed calls for reservations and takeaway. Some guests with confirmed tables didn’t turn up, leaving tables empty at the busiest times.
Much of the delivery business went through aggregator apps and their commissions, customer contacts weren’t organised, and there was no simple way to invite regulars back.
02What they switched on
Bookings, orders and offers on WhatsApp
The restaurant used SAMWAD to take bookings and orders in WhatsApp and stay in touch with regulars.
- 1WhatsApp Flows →
Table bookings in a form
Guests pick the outlet, date, time and party size inside WhatsApp, then get a confirmation and a reminder.
- 2Chatbot builder →
Menu, orders and questions
Customers browse the menu and order takeaway or delivery in the chat; questions about hours, location and parking are answered automatically.
- 3Message templates →
Order updates and feedback
Customers get order confirmations and pickup updates, and a feedback request with a Google review link after their visit.
- 4Campaigns →
Offers for regulars
Opted-in customers get birthday offers, festive promotions and new-menu news.
See it in WhatsApp
One of the automations above, as the customer sees it.
Illustrative chat. Names and details are examples.Hi Sameer, your table for 4 at our Sector 18 outlet is booked for tonight at 8:30 pm.
10:40 amConfirmChange timeSee you at 8:30! Want to pre-order starters so they’re ready when you arrive?
10:42 amSee menu03The results
More direct orders, fuller tables, more regulars
Direct takeaway and delivery orders rose from 210 to 340 a month, and fewer orders depend on aggregators.
Reservation no-shows fell from 19% to 9%, and returning customers rose from 125 to 205 a month.
04What you can copy
Lessons for restaurant and retail teams
- A reminder with Confirm and Change buttons fills tables that would have stood empty.
- Every direct order on WhatsApp is one less aggregator commission.
- Birthday and festive offers bring regulars back; keep them for people who opted in.
How we measured
- 62% more direct orders. Direct takeaway and delivery orders rose from 210 to 340 a month. Source: from the customer’s own reports.
- 19% → 9% reservation no-shows. Share of confirmed reservations where guests didn’t arrive. Source: from the customer’s own reports.
- 64% more returning customers. Returning customers rose from 125 to 205 a month. Source: from the customer’s own reports.