Thrive Online/App customer experience
The online ordering needs an overhaul. We get complaints from customers all the time about the site freezing on them. It doesn't run as smoothly as it should.
The popup at the beginning asking the order type can be annoying.
Checking out requires too many clicks. Should have their default info already pre-checked and only require customer to check when they are making changes.
Make it easier for the customer to reorder previous orders. Most don't even know our site has that ability because it's hard to find. Check out chipotle's app how they have previous orders right in the forefront.
The order type and the scheduled time should be more clear and easily found. It's hard for the customer to find it their first time using it.
For $50 a month the app should be more than just a link to the website. It should function even when no internet. Obviously you need internet to place an order, but you should be able to everything else before that point.
When you close the app on your phone, it logs you out. The whole point that most people download the app is to make ordering faster. If you have to enter your log in info every single time, what's the point?
The online ordering really works great with the system, we just need a better customer experience. Thank you for your time.
Thank you for your feedback. We are always working on improving the online experience and your suggestions are valuable.
Just to comment on a few of your specifics. Because order type can affect the availability of coupons and the tax rates, its pretty important to know it up front – we’ve felt that it creates more customer confusion if prices change or coupons are unavailable at the end of the order when a type is selected.
We are currently working on some changes to make the schedule option more prominent, so you should see that soon.
We can definitely look into making the Reorder option more prominent, and we do plan to improve the log on experience of the mobile app. As far as having the app function without internet — there are a number of real time updates that can occur between a restaurant and the app – such as out of stock items, promise times, holiday closures, etc. that could lead to unexpected results if the app did not have access to the most current data.
As far as performance issues your customers may experience, of course it is dependent on their internet connection etc. but we will review the logs to see if there is anything specific to your account or menu that is causing an unexpected error.
Duessa & the Thr!ve Product Team.
Thank you for the response. As for the app, I was just suggesting it be able to operate without internet for performance purposes. The online ordering platform I used before thrive had an app associated with it and the app had most of the items basically preloaded which provided a much faster user experience than the mobile website.