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Momos Customer Experience: Saving bb.q Chicken Hundreds Of Hours Every Month with Momos AI
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Our primary goal was to streamline our workflow, reducing inefficiencies and mitigating the risk of overlooking or neglecting critical reviews. The customizable dashboard allows us to monitor all interactions from various social media platforms in one place, streamlining communication with customers. This not only helps improve response rates to important feedback but also enhances the overall customer experience.
Brand Overview
Locations: 250+ (USA), 3,000+ (Worldwide)
Momos Partner Since: 2023
Integrations: Food Delivery Platforms, Online Reviews, Website/Support
The Challenge
Before adopting Momos, bb.q Chicken struggled with workflow inefficiency, making it challenging to manage reviews effectively and risking the oversight of crucial feedback. With a burgeoning customer base and global expansion, they urgently needed a streamlined solution to ensure prompt review management for continuous product and service enhancement.
The Solution
With Momos, bb.q Chicken gains valuable insights into customer opinions and preferences, empowering them to make informed decisions to enhance their products and services while minimizing the risk of overlooking important reviews.
300+
2.5x
7,500+
The Brand
bb.q Chicken is a South Korean fried chicken brand that has gained international recognition for its unique and flavorful chicken dishes. Established in 1995, bb.q Chicken is known for its use of high-quality ingredients and innovative cooking techniques, such as double-frying chicken for extra crispiness.
The brand offers a variety of chicken flavors and styles, ranging from classic fried chicken to more adventurous options like soy garlic, spicy, and honey glazed. bb.q Chicken has expanded globally with over 3,000 franchises in numerous countries, with 250 of those being in the US, bringing its Korean-style fried chicken to a diverse audience.
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The Challenge
Before implementing Momos, bb.q Chicken faced a significant operational challenge: workflow inefficiency. Their existing processes made it difficult to manage reviews effectively, increasing the risk of overlooking or missing crucial feedback.
With a growing customer base and expanding global presence, the need for a streamlined solution to handle reviews became increasingly apparent. They sought to enhance their workflow, ensuring that every review was promptly addressed and utilized to improve their products and services.
The Solution
By leveraging advanced AI capabilities, Momos streamlines the review management process for bb.q Chicken. Its intuitive platform automatically aggregates and categorizes customer reviews from various sources, including social media, review websites, and online delivery platforms.
This eliminates the need for manual review sorting, reducing workflow inefficiencies significantly. Additionally, Momos' sentiment analysis feature accurately identifies the tone and sentiment of each review, enabling bb.q Chicken to prioritize and address critical feedback promptly.
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The Results
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By implementing Momos Customer Service and Customer Experience AI solutions, bb.q Chicken saved hundreds of hours every month with a 99% reduction in time spent replying to customers. It was no longer time-consuming for the brand to manage customer feedback at scale as Momos consolidated 7,500 monthly customer interactions. Their response rate also saw a 2.5x increase from 38% to 91%, ensuring that the brand was not losing out on revenue by leaving customers unanswered.
By automating the aggregation and categorization of customer reviews from various sources, Momos eliminated manual sorting, identified actionable insights, and enabled bb.q Chicken to pinpoint exact improvements in their operations. The brand built a precise understanding of their customer preferences and segmentation, empowering them to deliver the best guest experience across all locations.
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