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Ezell's Famous Chicken Achieves 9.8x Lift in Productivity with Momos AI-Powered Customer Service Solution
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Brand Overview
Locations: 17
Momos Partner Since: 2023
Integrations: Olo
The 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 AI solutions by automating all of their customer interactions from all channels in one place. Momos drove customer insights across all locations, increased customer retention, and won back lost customers.
9.8x
27%
12%
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.
The Challenge
As Ezell's rapidly expanded with new store openings across the U.S., the brand had to deliver consistent, best-in-class customer service that met the evolving expectations of their growing customer base. Managing customer feedback and interactions at scale became increasingly time-consuming, with customers feedback often going unanswered and the brand losing out on potential revenue. Winning back dissatisfied customers and tracking their journey was also a difficult task, as the company had to manually respond to customer interactions across multiple platforms.
Before adopting Momos, Ezell's attempted to manually manage and analyze this feedback. This involved printing out reviews and comments from their website, highlighting keywords, and sharing these insights through weekly and monthly reports with broader teams. This manual process was not only labor-intensive but also inefficient, requiring the management team to spend 40 minutes every day to maintain this process. This led to an executive decision to search for an automated solution to streamline customer service, customer experience and insights workflows to help the brand improve customer retention.
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.
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The Results
Ezell's Famous Chicken achieved a 9.8x productivity increase that translated to 500+ hours in time savings every month with Momos AI.
By consistently engaging with customers and prioritizing actionable insights, the brand saw a 27% increase in Customer Satisfaction (CSAT) scores, reflecting their improved customer experience across all locations. This was accompanied by a 12% increase in average online ratings as well as 45% increase in total reviews across Google, Yelp, and Trip Advisor.
Ezell's now responds to all customer inquiries and feedback, maximizing potential revenue by ensuring customers feel heard and valued. This proactive engagement has been crucial in turning first-time guests into loyal fans, preventing the loss of opportunities to cultivate long-term relationships. For guests with a negative experience, Ezell's reported consistent success winning back customers and tracking their return within Momos, helping the business improve customer retention across all locations.
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