Contents
- 1 Popmenu Customer Service — Expert Guide for Restaurants and Operators
Popmenu is a restaurant-focused digital experience platform used by thousands of restaurants to manage menus, online ordering, guest feedback and marketing. Excellent customer service for Popmenu customers must prioritize uptime, accurate menu representation, smooth ordering flows and fast resolution of transactional issues (orders, payments, integrations). For operators, the goal of support is not simply to answer tickets but to maintain revenue continuity: each minute of ordering downtime can cost restaurants tens to hundreds of dollars in lost orders.
Professional Popmenu customer service is multi-disciplinary: it requires product expertise (menu and ordering logic), operations familiarity (kitchen and POS workflows), and technical troubleshooting (APIs, webhooks, payment gateways). A well-run customer service program translates feature requests into product improvements, reduces churn, and converts support interactions into upsell opportunities such as advertising, premium listings, or CSM-led growth packages.
Channels, SLAs and KPIs you should expect
A modern Popmenu support stack uses at least four channels: in-app/live chat, email/ticketing, phone for urgent issues, and a public knowledge base. For restaurants with high order volume, a named Customer Success Manager (CSM) is common and should be reachable by scheduled calls. Support hours should align with restaurant service hours; if your operation is 24/7 delivery, insist on extended coverage or an escalation rota.
Below are measurable SLAs and KPIs restaurants should set or expect from their Popmenu service provider — use these as negotiation points in contracts or SLA documents.
- Initial response time: Live chat ≤ 15 minutes; Email/ticket ≤ 4 business hours; Phone immediate routing during business hours.
- Resolution targets: Priority 1 (order/payment down) ≤ 2 hours; Priority 2 (integration/API issues) ≤ 24 hours; Priority 3 (feature requests/bugs) ≤ 3–7 business days for first update.
- Quality metrics: First Contact Resolution (FCR) ≥ 70%; Customer Satisfaction (CSAT) score target ≥ 85%; Net Promoter Score (NPS) maintained above industry median for SaaS (aim ≥ 30).
- Operational metrics: Average ticket volume per restaurant typically 5–20/month after onboarding; reduce volume by ≥30% within 90 days via KB and training.
Onboarding and training: a 30–90 day playbook
Effective onboarding converts a new Popmenu install into a revenue-generating channel within 30–60 days. A structured program includes discovery (menu, POS, hours), technical setup (menu import, API keys, payment gateway), testing (order lifecycle through kitchen), and staff training (front-of-house, kitchen, managers). For a single location, plan for 4–6 live sessions (30–90 minutes each) and 2–4 hours of staff shadowing during peak service shifts.
Here is a concise onboarding checklist to use as a practical tool when working with Popmenu or similar providers.
- Pre-launch: menu file import (CSV/JSON), allergen metadata, modifier groups, photos (optimize JPG 1200×800, ≤150 KB), tax and delivery fee settings.
- Integrations: confirm POS mapping (menu IDs to POS SKUs), payment gateway test transactions ($0.50 test), and webhook endpoints (order created, order updated).
- Go-live & validation: run 20+ test orders across device types, perform one live-lunch simulation with staff, verify reconciliation in POS and bank settlement within 24–48 hours.
Escalation matrices, technical support, and integrations
Escalation procedures must be explicit: define Priority 1–4 issues, on-call contacts for engineering, and expected escalation timelines. For example, Priority 1 (platform outage affecting >10% of orders) should trigger an immediate conference call, public status page update, and continuous 30-minute updates until resolved. Escalation should also cover third-party providers (payment processors, POS vendors) and designate who owns coordination.
Popmenu deployments commonly integrate with POS and delivery platforms. Verify compatibility with your POS (e.g., Toast, Square, Clover) and request a technical runbook that documents API endpoints, retry logic, order ID mapping, and reconciliation steps. For API customers, require access to a sandbox environment and sample payloads; test failure modes (duplicate order handling, webhook retries, partial refunds) before production.
Pricing, budgets and measuring ROI
Popmenu and similar platforms operate on subscription models plus transaction or ordering fees. Typical small-group budgets for single-location restaurants range from $100–$600/month for subscription tiers and $0–3% per transaction or flat per-order fees of $0.49–$1.99. Enterprise or multi-location contracts may include setup fees ($1,000–$15,000), dedicated CSM costs ($500–$2,000/month), and priority support add-ons.
Measure ROI by tracking incremental online revenue, average order value (AOV) changes, and cost-of-acquisition. Concrete metrics to monitor in the first 90 days: percentage of online orders as share of total orders (target 15–35% depending on market), AOV uplift from suggested add-ons (expect +7–12%), and reduction in phone call volume (target −40%). Use daily reconciliation reports and weekly P&L snapshots to tie support performance directly to revenue and labor savings.
Practical templates, contact and next steps
When escalating to Popmenu support, include these essentials in your initial message: restaurant name, location ID, exact timestamp (YYYY-MM-DD HH:MM, timezone), order ID(s), screenshots of errors, and reconciliation evidence (POS logs, bank settlement IDs). This accelerates triage and reduces back-and-forth.
Official resources: always verify current support channels at https://www.popmenu.com (use the Contact/Support page). If you need to draft SLAs or an onboarding plan for your contract, I can produce tailored templates with timelines, staffing commitments, and KPIs calibrated to your single-unit or multi-unit restaurant footprint—tell me your unit count and average daily order volume and I’ll prepare a specific plan.
Popmenu Customers by Geography
| category | Customers |
|---|---|
| United States | 1,960 |
| Canada | 24 |
| United Kingdom | 16 |
| Germany | 7 |
Popmenu contact info: Phone number: (844) 767-6368 Website: get.popmenu.com What does Popmenu do?
Popmenu has an employee rating of 3.3 out of 5 stars, based on 167 company reviews on Glassdoor which indicates that most employees have a good working experience there.
Starting at $149 per month.
What is the phone number for pop shelf?
Contacting us by phone at 1-800-678-9258.
Tiger Global Leads Deal for Restaurant Startup Popmenu at $525 Million Valuation. The pandemic shutdowns prompted more people than ever to order online from restaurants, lifting the fortunes of startups selling software to the sector.
