Despite not being a pizza fan, I recently placed an order from Domino’s Pizza online. The inevitable question always comes up … “When will my pizza get here?”
Immediately after placing my order, I was greeted by a fun graphic of a man in a pizza kitchen. At quick glance, I thought it was a cute graphic and went back to work. A few seconds later – a noise. I only had that window open in my internet browser, so clearly Domino’s had something to tell me.
Imagine my surprise when the cute graphic was actually letting me know the status of my order. Jim had put my order in and was now fast at work preping my order. I continued to check back every few minutes to see where my order was in the pizza making process. You could even change the themes – one had a tropical bird on a beach.
This is a fantastic customer service tool. It puts the consumer in control, allowing them to see exactly what the status of their order is. While I’m not sure a “Jim” actually works at my local Domino’s – or that someone is checking off the status as they go – I do think this timeline helps customers understand when their pizza will arrive. Based on an estimated time for each step in the process, they were able to tell me at 6:59pm that my pizza was out for delivery. Once the status was updated to delivery – the order was out of my mind. Until it arrived at my door.
Kudos to Domino’s on creating this tool. It’s a fun, interactive way to provide order status to customers. It’d be very interesting to know how much this cut down on phone calls with customers asking when their order went out for delivery.
So tell us, what is an example of great customer service you’ve seen online?