In this article we’ll discuss…

  • Phone-in vs online ordering
  • Why phone-in ordering matters to your QSR
  • Offering customers every ordering option available
  • How Switchboard connects you to customers

It seems that over the past two or three years, everyone has gone completely AI-berserk. Gone are the days of the catchphrase: “Google it.” Today it’s all about how AI can solve your problems quicker and better.

Or so it seems… until you realise that when it comes to ordering from your QSR, almost half of all fast-food orders are still made by phone. Yes, nearly 50%. That’s a lot of customers who’d rather talk than stare at their screens.

The myth: call-in means outdated

Some QSRs believe phone-in customers are somehow “less valuable” or “less digital”. As a result, these customers often miss out on loyalty rewards, upsell opportunities and personalised experiences that online customers receive as standard. Not exactly the best way to build relationships and foster loyalty, is it?

The truth: phone orders are still digital customers
Just because someone prefers to pick up the phone doesn’t mean they’re offline or less digitally savvy. They might have ordered on your app last week, belong to your loyalty programme, or simply live in an area with poor connectivity. Or maybe they just prefer chatting to a person.

These aren’t outdated customers – they’re flexible customers who want the same consistency across every channel. And the best part? They’re open to using all the options available to them – which is brilliant news for you!

How to reach them: YUMBI Switchboard

Switchboard makes sure phone orders are fully connected to your digital ecosystem so phone-in customers get the same experience as online ones. That means:
– Agents see order history and favourites instantly
– Delivery addresses are stored and ready
– Upsell prompts and vouchers form part of the call
– Feedback and data feed into your analytics

The result? A phone order feels just as smart, fast and personal as an online one. Customers feel recognised, not forgotten – you capture more data – and everyone wins.

The bottom line

Almost half your customers are still calling in. They’re loyal, they spend money, and they deserve the same love as app users. With YUMBI Switchboard, you close the gap, boost consistency, and unlock real value for both your QSR and your customer.

Is that your phone we hear ringing? Go on – answer it, deliver outstanding service with YUMBI, and keep those customers smiling before they ring off!