Guzman y Gomez achieves 98% CSAT scores and enhances customer experience
Momos Partner: Since 2021
Locations: 19
Integrations: Google
480+
>98%
>4.8
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.
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
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.
Fragmented Feedback
Feedback came from multiple sources, requiring significant manual effort to consolidate over 500 reviews weekly.
Managing Negative Feedback
Surveys primarily attracted negative feedback, with no automation to proactively address and recover dissatisfied customers.
Small Team, Big Workload
With a small marketing team handling the bulk of feedback, GYG required customized automation to reduce the workload and maintain a zero-inbox policy.
Lack of Actionable Insights
Disconnected feedback channels reduced accuracy and timeliness for actionable insights.
The Solution
GYG adopted Momos’ robust Reputation Management and Customer Experience solutions to streamline feedback management and improve operational efficiency across all locations.
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.
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