Momos x Black Rock Coffee: Replying to customers 10x faster with AI-powered customer service

The Oregon-based coffee chain spent 700+ hours every month manually managing scattered customer feedback across multiple channels and locations. Momos helped the brand automate customer service with AI, achieving a 99% reduction in response time while consolidating thousands of monthly customer interactions into a single platform.

Locations: 134
Momos Partner Since: 2023
Integrations: Revel, Paytronix, Website/Support

19x

Improvement in Response Rate

99%

Improvement in Response Time

5,000+

Monthly Interactions

Momos has provided us with a platform that makes management and analysis of our customer feedback a quick and easy process. The Momos team has been beyond helpful and supportive along the way; regularly requesting feedback from our team, and frequently pushing out new updates and features. Momos has been a game changer for us!

Devin Levine
Customer Support Manager

The Challenge

Black Rock Coffee Bar experienced growing pain in managing customer feedback across different channels, leading to missed opportunities for recovery and operational insight. Without a centralized system, it was difficult for the management team to measure sentiment and uncover what was happening in customer conversations.

The Solution

Momos offers a comprehensive solution to the challenges faced by Black Rock Coffee Bar in managing online reviews and feedback. Through its Unified Inbox, Momos simplifies the process of responding to customer reviews by consolidating them from various online platforms into one dashboard. This method not only saves time for Black Rock's teams but also guarantees that no review is missed.

The AI categorization of issues and automation increase efficiency in managing customer feedback, enabling Black Rock to swiftly identify and address existing issues. Moreover, Momos provides detailed analytics and insights derived from customer feedback, allowing Black Rock Coffee Bar to gain a deeper understanding of customer preferences and sentiments. Armed with this knowledge, they can make informed decisions to improve their products, services, and overall customer experience

The Results

The transformative results achieved by Black Rock Coffee Bar, including a substantial increase in response rate from 5% to an impressive 96% (a 19x improvement), a remarkable decrease in response time from 715 hours to just 6 hours (a 99% improvement), and the management of over 5,000 monthly interactions, were facilitated by Momos' comprehensive solution.

Momos' intuitive platform consolidates customer reviews from various online platforms into a centralized dashboard, streamlining the process of responding to feedback and ensuring no review goes unnoticed.

The Brand

Black Rock Coffee Bar is a coffeehouse chain known for its focus on quality coffee and vibrant atmosphere. Founded in 2008 in Oregon, USA, Black Rock Coffee Bar has expanded rapidly, with locations across several states. They offer a wide range of coffee beverages, including espresso-based drinks, drip coffee, and specialty drinks.

Black Rock emphasizes a customer-centric approach, aiming to create a welcoming environment for coffee enthusiasts and community members alike. Black Rock enhances community engagement by hosting events like Free Coffee Day, engaging with over 300,000 customers annually and fostering brand loyalty through grassroots marketing efforts.

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