Paris Baguette Achieves 97% CSAT and Saves 350 Hours with Momos

Paris Baguette combines French-inspired baking with South Korean roots, creating a welcoming space for communities worldwide to enjoy world-class pastries and coffee. The team at Paris Baguette faced challenges managing customer interactions across multiple channels, leaving a majority of customer inquiries unanswered. Momos helped Paris Baguette save time and improve customer satisfaction across all their locations by consolidating and automating customer feedback management.

Momos Partner: Since 2024

Locations: 20

Integrations: Google, Grab

350+

hours saved

41%↑

CSAT Score

6x↑

Average Google Rating

Since working with Momos, our team has thrived and our ratings have increased. Happier customers have helped boost our online presence positively and we look forward to growing even more with Momos.

The Challenge

Paris Baguette encountered several obstacles that impacted their ability to maintain high customer satisfaction

Managing Customer Feedback at Scale
‍With approximately 40 hours spent monthly on consolidating and responding to customer interactions, most inquiries went unanswered, resulting in lost opportunities and reduced satisfaction
‍
Difficulty in Maintaining Consistent Satisfaction
‍Managing interactions across multiple channels without location-specific insights made it challenging to meet customers’ expectations
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Limited Customer Insights
The brand's lack of insights into customer preferences, demographics, and feedback restricted is ability to tailor marketing efforts effectively

To enhance service quality and improve customer engagement, Paris Baguette needed a solution that could streamline feedback processes, provide insights at a location level, and support the brand’s rapid growth.

The Solution

Paris Baguette adopted Momos AI-powered Customer Service and Experience solutions, allowing the brand to centralize customer interactions and automate responses efficiently

Review Management
Using Momos, Paris Baguette centralized all customer feedback and interactions, streamlining case management and ensuring no queries were unanswered. The marketing team could now efficiently manage and respond to reviews across platforms, reducing response times significantly. Momos AI automation also handled positive feedback, allowing the team to focus on strategic tasks. The assign-and-comment functionality facilitated collaboration within the team, improving task delegation and elevating overall service quality
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Customer Experience: Customer Sentiment Analysis and Insights
Paris Baguette also introduced Momos surveys to measure customer sentiment and gather customer insights. The team gained insights into customer satisfaction at both the brand and location levels. With Momos, Paris Baguette gathered nearly 1,900 interactions to discover insights crucial to elevating customer experience
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Google Review Boost‍
Paris Baguette’s use of our Insights allowed them to send out surveys that incentivized customers with redemption offers, encouraging positive reviewers to share feedback on Google. This strategy and the ability to win back customers led to a notable improvement in Paris Baguette’s Google ratings, as well as the volume of reviews per location

The Outcomes

Momos’ solutions saved Paris Baguette an estimated 350 hours, which were previously spent manually consolidating and replying to feedback, enabling the team to focus on enhancing customer experience. In just three months, Momos delivered impressive results:

Achieved KPIs:

100% response rate on Google
<1-hour response time to customer inquiries
6x increase in average Google reviews per location
34% increase in Google ratings from 3.35 to 4.5
36x more reviews generated in just six months

With Momos, Paris Baguette now efficiently manages all customer interactions across channels, provides timely responses to customers, and drives customer insights, elevating the customer experience across all locations.