Ezell's Famous Chicken achieves 9.8x lift in productivity with Momos AI-powered customer service solution
Momos Partner Since:
2023
Locations:
17
Integrations:
Olo
Contents
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.
The Challenge
As Ezell’s scaled across the Pacific Northwest, their small team was overwhelmed by the volume of customer feedback
The Solution
Ezell’s partnered with Momos AI Customer Copilot to streamline customer service workflows and surface insights that drive action.
Solution | Impact |
|---|---|
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. |
The Outcome
Ezell’s Famous Chicken turned customer feedback into a competitive advantage. With Momos, the team slashed response times by nearly 90%, improved customer satisfaction by 27%, and raised average Google ratings by 12%. A single platform now powers faster service, stronger insights, and more consistent customer engagement across every store.
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