How Poke Theory Achieved A 90% Response Rate Across Channels

By leveraging Momos’ Customer Care solution, the restaurant group centralized customer feedback and streamlined operations to manage 500+ customer interactions every month.

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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

Brand Overview

Locations: 25

Momos Partner Since: 2021

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.

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The Outcome

Poke Theory adopted Momos' Customer Care to manage 500-1000 monthly customer interactions, leveraging AI automation to boost their response rates while implementing Surveys and Offers to drive more repeat visits.

90%

customer response rate

30%

customer retention

10%

boost in monthly online ratings

The Brand

Founded in 2016 by siblings Joey and Vannessa, 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 touchpoints, 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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The Challenge

Poke Theory, as a lean team, faced growing pain in managing customer interactions across multiple locations. Customer feedback poured in from multiple channels—dine-in, deliveries, and online orders. Despite several hours dedicated weekly to sifting through comments, the team struggled to keep up with engagement, particularly on high-volume platforms like Google.

This disconnect was reflected in their average ratings, hovering between the high 3s and 4.2. Ratings volume lagged behind industry benchmarks with only 1-2 reviews coming in per week per outlet. This scarcity of feedback stifled the brand’s organic discovery.

Moreover, Poke Theory grappled with the absence of a Customer Experience Management (CXM) system. A significant chunk of their customers remained faceless, with little to no customer data collected across dine-in, takeaway, and delivery. This situation made it impossible to re-engage and retain customers effectively. Adopting an external loyalty system was not an option for the brand with the daunting implementation costs and lengthy integration times.

Poke Theory relied on advertising to drive visits to their restaurants without insights into customers’ purchase intentions and conversions. The team had to leverage generic post-campaign sales data that offered no clarity on their 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.

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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.