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How Poke Theory achieved 90% response rates across channels
- Locations: 25
- Momos Partner Since: 2021
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90%
30%
10%
Momos has quickly become a valuable platform for every F&B business. Since using Momos' marketing and customer engagement suite, our brand has grown significantly, and we've seen improvements based on our customer feedback. The Momos team has created a fantastic, easy-to-use product that has been missing in the industry. We can't live without it.
Vanessa
Owner
The Challenge
Poke Theory faced hurdles in managing customer interactions across multiple channels while growing engagement with non-strategic advertising. This resulted in subpar ratings and reduced organic discovery, limiting their ability to track and improve customer retention and marketing ROI.
The Solution
Poke Theory saw a dynamic turnaround after implementing Momos into their daily interactions, amplifying Poke Theory's market presence and customer understanding.
With Customer Care, Poke Theory centralized the entire feedback management process. The brand scheduled automated Momos surveys to collect guest feedback after completing an order, directing happy guests to Google to leave a positive review. For those visiting their website, the Poke Theory team updated their inquiry form to funnel directly into Momos' Inbox, ensuring no customer query went unnoticed. This streamlined process enabled the brand to consolidate 500-1000 monthly interactions into a single Inbox and respond with AI-automated prompts to improve their reply rate.
To help Poke Theory's management team cut through the noise, Momos also summarized keyword trends and customer sentiment within an Analytics dashboard, providing them with brand- and store-level visibility into their operational quality.
The Results
Momos Customer Care supercharged response rates to over 90% across all channels, with AI automation slashing response times from hours to mere seconds. This efficiency, coupled with high-impact surveys and offers, generated thousands of valuable customer feedback and profiles, contributing to more than 70% of their monthly Google reviews.
Poke Theory also recorded a 10% increase in their monthly average ratings by recommending survey responders to leave a Google Review. Notably, over one-third of customers providing feedback returned within 30 days to redeem an offer attached to their survey. Their repeat purchases averaged over $30, highlighting a significant leap in customer retention and satisfaction.
On the operational front, deep diving into customer feedback highlighted critical issues, such as supplier quality, prompting management to react quickly to improve service quality and their overall supply chain.
The Brand
Founded in 2016 by siblings Joey and Vanessa, Poke Theory made a bang with its sensational launch and then rapidly expanded across the nation.
As Poke Theory's outlets grew, the management team understood the importance of upholding high standards in providing the best customer experiences beyond serving great-tasting food, yet faced challenges in minimizing costs and optimizing central support resources. The company needed a streamlined solution to drive customer engagement across all their online and offline customer touch-points, ultimately increasing brand discoverability and diner retention.
For a strategic solution to improve online ratings, Vanessa looked to Momos to understand customer sentiment and cultivate a loyal customer base.
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