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How San Pedro Fish Transformed Their Restaurant Marketing
Momos x Black Rock Coffee: Replying to customers 10x faster with AI-Powered Customer Service
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19x
99%
5,000+
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!
Brand Overview
Locations: 134
Momos Partner Since: 2023
Integrations: Revel, Paytronix,Website/Support
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
By consolidating 5,000+ customer interactions and streamlining review management, Momos unlocked valuable time savings and identified opportunities for Black Rock Coffee Bar to win back customers and build stronger relationships.
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.
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
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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.
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