9.8x

Faster Customer Response Rate

27%

Increase in Customer Satisfaction (CSAT)

12%

Increase in Average Ratings

Key Results with Momos

9.8× faster customer response time – hours of manual work eliminated

27% increase in CSAT – driven by faster service and better follow-up

12% increase in average Google ratings – from improved engagement and feedback

About the Brand

Founded in 1984 in Seattle, Ezell’s Famous Chicken is a Pacific Northwest institution known for its Southern-style fried chicken and loyal fanbase—including Oprah. With 17 locations and growing, Ezell’s continues to deliver home-cooked flavor while embracing modern tools like Momos to keep the guest experience as legendary as the food.

Ezell’s Famous Chicken invested countless hours managing customer engagement across channels. As a result, they wanted to automate their customer service workflows, turning customer feedback into actionable insights to deliver the best customer experience. Momos modernized the brand’s Customer Service and Customer Experience with AI, consolidating feedback into a single inbox and identifying areas for improvement to boost repeat visits.

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The Challenge

As Ezell’s scaled across the Pacific Northwest, their small team was overwhelmed by the volume of customer feedback

Teams spent 40+ minutes per day manually printing, reviewing, and reporting on feedback

Disconnected systems made it hard to see trends or act consistently

Inconsistent communication slowed down response times and impacted CSAT

No unified view of brand- or store-level customer performance

The Solution

Ezell’s partnered with Momos AI Customer Copilot to streamline customer service workflows and surface insights that drive action.

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Automate – Customer Interactions

Momos unified every guest conversation into a single inbox across platforms, enabling a new guest engagement coordinator to handle messages with speed and consistency using Momos’ Response Library. The result: faster, standardized replies—without the manual overhead.

Recover Unhappy Customers

With post-order surveys and sentiment-based tagging, Ezell’s could quickly identify and respond to unhappy guests, increasing recovery rates and reducing the risk of negative public reviews.

Improve Operational Excellence

The Momos Analytics dashboard surfaced feedback trends across 17 locations, helping the operations team pinpoint and prioritize real improvement areas. What used to be hidden in printed reports is now clear, actionable, and available in real time.