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Ezell's Famous Chicken achieves 9.8x lift in productivity with Momos AI-powered customer service solution
- Locations: 17
- Momos Partner Since: 2023
- Integrations: Olo
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9.8x
27%
12%
Tha Challenge
Ezell's growth brought the challenge of managing customer engagement at scale. The management team used to spend an estimated 40 minutes a day manually going through customer feedback. Their manual process of printing, highlighting, and reporting feedback was labor-intensive and inefficient. This underscored the need for an automated solution to help the business save precious time and deliver the best customer experience possible.
The Solution
Momos provided Ezell's with comprehensive Customer Service and Customer Experience solutions with AI-powered workflows. The brand was finally able to consolidate feedback and reviews, winback unhappy guests, and measure their brand and location performance in a single platform.
Momos Customer Service enabled Ezell’s to operate multi-channel customer support for every location directly from Momos while keeping their entire team in the loop. Unified inbox was a standout feature for their team, allowing Ezell's to view and respond to customer interactions across all platforms in one centralized location. This capability enabled them to bring on a guest engagement coordinator who could maintain a consistent voice and respond to all customer interactions efficiently with the ‘Response Library’. This not only saved significant time but also ensured uniformity in customer communications.
The brand also leveraged Momos Customer Experience to get actionable insights for every location and customer interaction through Momos post-order surveys, empowering their operations team to pinpoint issues. The Analytics dashboard was a game-changer for Ezell's. It allowed the company to identify trends in customer feedback and prioritize improvement areas across a brand- and location-level. By analyzing the data, they could uncover recurring themes and insights that were previously difficult to discern through manual processes.
They found the platform to be a perfect fit for their needs, making their customer engagement more efficient and actionable.
The Brand
Ezell's Famous Chicken is a beloved brand renowned for its delicious fried chicken, first established in Seattle, Washington, in 1984. Known for its signature recipes and high-quality ingredients, Ezell's has built a loyal customer base and a strong reputation for delivering flavorful, homestyle meals. The brand's commitment to excellence and authentic Southern- style cooking has garnered widespread acclaim, including high-profile endorsements from celebrities like Oprah Winfrey.
Over the years, Ezell's has experienced significant growth, expanding from its original location to multiple outlets across the Pacific Northwest. This expansion is a testament to the brand's popularity and the consistent demand for its products. As Ezell's continues to grow, it faces the challenge of maintaining its high standards of customer engagement and service across a broader geographic footprint. This growth has led to the adoption of innovative solutions to manage customer interactions effectively and ensure the brand's values and quality remain uncompromised.
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