Jul 15, 2023 2 min read

How Self-Service is the future of Customer Service

With their convenience, personalization, and efficiency, self-serve concepts are paving the way for an exciting and transformative era in the restaurant industry.
How Self-Service is the future of Customer Service

The servers and the served: Two types of customers that love very different experiences. Customers who love the experience of being wined and dined but also like to take the bull by the horns and do it themselves. For example, try serving Branded Managing Partner and Restaurant Guy Schatzy a glass of wine at a restaurant. Should the server take care of filling up their customer's glasses? This is a no brainer, Yes! But Schatzy's the type of guy to go behind the bar and serve himself. Customers who get to solve their own issues tend to be more satisfied with their experience, hence, self-service is the future of customer service.

For those who have followed Branded's journey for some time now, you know that our very first investment was PourMyBeer, a self-pour technology that is catering to the Schatzy's of the world! Not only that but as an operator the technology increases sales by 50% resulting in 45% greater profit, 3% less waste and -20% decreased labor cost.

As highlighted in this article by David Jelinek, "The global self-service technology market size was valued at USD 28.3 billion in 2019 and is expected to grow at a compound annual growth rate (CAGR) of 6.7% from 2020 to 2027. This growth is being driven by a variety of factors, including increasing demand for self-service machines and automated devices, wireless communication, technology advancements, and remote management[^2^]."

According to a study conducted by Oracle Hospitality in partnership with Skift, nearly three-quarters (73%) of travelers want to use their mobile device to manage their hotel experience, including checking in and out, paying, ordering food, and more. Furthermore, 38% of respondents expressed a desire for a fully self-service model, with staff only available upon request.

PourMyBeer and the Tap Trailer: PourMyBeer is at the forefront of the self-serve revolution, and their latest innovation, the Tap Trailer, is a prime example of their commitment to transforming the craft beer experience. As mentioned in the Brewbound article, "Cartsyde and PourMyBeer Revolutionize Craft Beer Experience with Launch of Tap Trailer," this innovative mobile beverage service solution takes self-pour technology on the road, providing a unique and interactive experience for beer enthusiasts.

The Tap Trailer offers a self-serve beer wall with a vast selection of craft beers on tap, enabling customers to pour their own pints. The convenience, personalization, and interactive nature of the Tap Trailer have garnered significant attention from consumers. According to the Total Food article, "Get the Party Flowing with Tap Trailer: The Ultimate Mobile Beverage Service Solution," the Tap Trailer has been widely embraced for its ability to elevate events, parties, and social gatherings by providing a fun and engaging self-serve experience.

Self-serve concepts also benefit restaurant owners and operators. These concepts streamline operations, reduce wait times, and minimize labor costs. With self-serve systems, restaurants can allocate their staff more effectively, focusing on tasks that require personal interaction and expertise, while customers handle aspects such as order placement and beverage pouring.

With their convenience, personalization, and efficiency, self-serve concepts are paving the way for an exciting and transformative era in the restaurant industry.

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