**Ezell's Famous Chicken Achieves 9.8x Lift in Productivity with Momos AI-Powered Customer Service Solution**

Ezell’s Famous Chicken invested countless hours managing customer engagement across channels and locations. To improve customer retention, they wanted a single platform that turns customer feedback into actionable insights to deliver the best customer experience. Momos helped the brand innovate its operation with AI-powered Customer Service and Customer Experience solutions, consolidating feedback and identifying areas for improvement to boost repeat visits.

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Momos has been a game-changer for our customer engagement. What really sold me was the powerful Analytics dashboard. It enabled us to identify trends, pinpoint areas for improvement, and make our efforts more actionable across our brand and locations.

Rajah Anderson

Director of Marketing

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 across channels and locations.

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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

Faster Customer Response Rate

27%

Increase in Customer Satisfaction (CSAT)

12%

Increase in Average Ratings

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.

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The Challenge

As Ezell's rapidly expanded with new store openings nationwide, delivering consistent, best-in-class customer service became increasingly challenging. Managing customer feedback and interactions at scale led to unanswered queries, potential revenue loss, and difficulties in winning back dissatisfied customers.

Manually responding to interactions across multiple platforms was time-consuming and inefficient. On top of this, the management team had to spend 40 minutes daily to print reviews and highlight keywords to generate insights that can be communicated with the broader team.

Recognizing these challenges, Ezell's wanted an automated solution to streamline customer service, customer experience, and insights to improve customer retention across all locations.

The Solution

Momos provided Ezell's with comprehensive Customer Service and Customer Experience solutions powered by AI. The brand consolidated feedback and reviews, win back unhappy guests, and measure its brand and location performance in a single platform.

Momos Customer Service enabled Ezell’s to operate multi-channel customer support for every location from an unified inbox while keeping their entire team in the loop. This capability enabled them to bring on a guest engagement coordinator who could maintain a consistent brand voice and respond to all customer interactions efficiently

The brand also leveraged Momos Customer Experience to get actionable insights to improve customer retention across all locations through Momos post-order surveys. 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 brand and location levels. By analyzing the data, they could uncover recurring themes and insights that were previously difficult to discern through manual processes.

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The Results

Ezell's Famous Chicken achieved a 9.8x productivity increase, translating 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 result was accompanied by a 12% increase in average online ratings as well as a 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 consistently winning back customers and tracking their returns within Momos, helping the business improve customer retention across all locations.