Guzman y Gomez (GYG) Partnered With Momos To Automate Customer Interactions, Recover Unhappy Guests, And Improve Operations Across 19 Singapore Locations.
Momos Partner Since:
2021
Locations:
19
Integrations:
Momos has completely changed the way we handle customer interactions. From consolidating all feedback to enabling us to analyze and act on it effectively. The time we’ve saved and the efficiencies we’ve gained are unparalleled, and we’re now in a position to elevate our customer experience continuously.
— Guzman y Gomez's Team
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Contents
Key Results with Momos
3x more reviews
Review volume grew from ~300 to 1,400+, boosting Google ratings by 10 points to a 4.8-star average.
100% response rate achieved
Every customer review is answered daily with AI-powered automation
481 hours saved
Automated review handling cuts manual work, saving 481 hours annually
Background
Guzman y Gomez (GYG) brings authentic Mexican cuisine to life with exceptional service across its 19 locations in Singapore. In their journey to improve their online presence and enhance customer satisfaction, GYG partnered with Momos to automate customer interactions, recover unhappy customers, and improve operational excellence.
The Challenge
Despite Guzman y Gomez’s commitment to delivering top-notch customer experiences, they faced several challenges that impacted their online reputation and customer engagement.
To enhance customer engagement, Guzman y Gomez needed a solution that could streamline feedback processes, provide insights at a location level, and increase efficiency within the team.
The Solution
GYG adopted Momos’ robust Reputation Management and Customer Experience solutions to streamline feedback management and improve operational efficiency across all locations.
Solution | Impact |
|---|---|
Automating Customer Interactions | By consolidating all forms of feedback, including reviews, messages, comments, surveys, and web inquiries, into a single platform, GYG achieved full visibility of customer feedback. AI-driven responses eliminated manual tasks and maintained a zero-inbox policy by assigning issues in real time allowing their lean marketing team to address concerns swiftly |
Recovering Every Unhappy Customer | With Momos’ consolidated inbox, GYG’s team surfaced negative issues quickly and addressed them faster. AI automation provided brand-aligned suggestions for the team to use as a quick response, making the recovery process efficient. The GYG team also sent offers to recover customers and increase customer satisfaction. |
Improving Operational Excellence | GYG captured and analyzed feedback at every location through the strategic use of surveys. A unified dashboard powered data-driven decisions and operational refinements, continuously enhancing service quality and overall customer satisfaction. |
The Outcomes
Momos delivered transformative results for Guzman y Gomez, enabling the team to achieve operational excellence and enhance customer engagement.
Achieved KPIs:
481 hours saved: Streamlined feedback management with automation reduced inefficiencies of manual consolidation and responding on Google.
100% response rate achieved: Consolidation of reviews paired with automation and AI responses enabled the team to clear their inbox daily, increasing productivity and efficiency as a team while keeping customers happy!
3x more reviews: Efficient changes to GYG’s feedback management, enabled more time for the team to send customized surveys to customers, increasing their online reviews from ~300 to over 1,400. This further promoted a 10-point boost in Google ratings, raising their score to a 4.8-star average across all locations.
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