Online Ordering Revenue Earned by Not Answering the Phones

Client spotlight:

Monk’s Earns over $30k in Online Ordering Revenue with Popmenu Answering

Monk’s has held its reputation as a thriving modern Gastropub for over a decade by listening to guests, growing with the community, and finding new ways to stand out in the crowded restaurant scene of downtown La Grange, IL. “You’re not selling beer, you’re not selling burgers, you’re selling the experience,” Cofounder and General Manager, Demetri Kopley tells his team. This commitment to innovative and great service is what piqued the restaurant’s interest in Popmenu back in 2019.

At the time, Monk’s was undergoing a rebrand—they recognized their customers were changing from young couples getting late-night drinks to families grabbing meals together—and the team knew they had to grow with their guests. With Popmenu’s intuitive website management dashboard and responsive support team, Monk’s was easily able to implement a complete rebrand of the website and digital presence after closing for only two weeks. The rebrand was a success, signified by gaining new fans and a house phone ringing off the hook—a great indication of business growth but tough on operations. Enter Popmenu Answering.

We don’t have a host stand, so servers are the ones answering the phones. Popmenu Answering relieved the need to have someone sitting at the front, which really isn’t in my budget, especially during the slower season.
Demetri Kopley | Cofounder & General Manager

With an ever-present busy signal and phone calls going unanswered due to busy staff, Monk’s struggled to bring their service standards to the phones—Demetri himself would often be sent to voicemail when trying to call the restaurant. After implementing Popmenu’s automated answering technology, the burden of a ringing phone is diminished. Now, the simple questions guests call to ask—‘are you open’, ‘can I place an order’, and ‘what’s your wait time’—are handled by automated custom responses, and texted links to place an order or join the waitlist online.

“I can see the staff doesn’t really like answering the phone, especially if they’re busy with a customer. For them to ignore the call or break away and answer the phone is not good customer service on either side. Now, when that phone does ring, they know it’s a person that actually needs something because they’ve exhausted all of their options and need to speak with someone.”

In just 6 months, Popmenu Answering has fielded over 2,400 calls—serving just as many guests and saving Monk’s over 23 hours on the phone. With the power of answering automation, Demetri and his team are confident that they can continue to serve and listen to their community whether they’re dialing in or dropping by!

Stats

2,439

Total calls

23

Total hours saved from phone calls

32%

of calls sending reservation links

$31k

in online ordering revenue from Answering

Just to have everything in one place, from answering to waitlist, email marketing, the website, it saves me a lot of time.

Demetri Kopley | Cofounder & General Manager