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How Black Rock Coffee Bar Reduced Response Time by 99% with Momos AI
- Locations: 134
- Momos Partner Since: 2023
- Integrations: Revel, Paytronix, Website/Support
19x
99%
5,000+
Momos has provided us with a platform that makes management and analysis of our customer feedback a quick and easy process. The Momos team has been beyond helpful and supportive along the way; regularly requesting feedback from our team, and frequently pushing out new updates and features. Momos has been a game changer for us!
Devin Levine
Customer Support Manager
Key Results with Momos
19× improvement in response rate – from 5% to 96%
99% reduction in response time – from 715 hours to just 6
5,000+ monthly customer interactions consolidated
About the Brand
Founded in 2008 in Oregon, Black Rock Coffee Bar is a fast-growing coffee chain known for its commitment to quality, vibrant culture, and community engagement. With 134+ locations and a loyal customer base, Black Rock continues to grow while putting customer experience at the heart of every cup—and now, every conversation.
The Challenge
As Black Rock Coffee Bar expanded, managing customer feedback across 134 locations became increasingly time-consuming and inefficient—leading to missed reviews, slower responses, and limited visibility into what customers were actually saying.
700+ hours spent each month managing reviews manually
No centralized system for feedback across platforms
Limited operational insights and missed recovery opportunities
Difficulty tracking sentiment trends at scale
The Solution
Black Rock Coffee Bar adopted Momos AI Customer Copilot to overhaul its customer service workflows with a unified, automated approach.
Automate Customer Interactions
Momos’ Unified Inbox consolidated all reviews and feedback into one dashboard. AI-powered categorization and automation drastically reduced time spent on triage and replies—cutting response time from 715 hours to just 6 hours per month.
Improve Operational Excellence
With over 5,000 monthly interactions handled in-platform, Black Rock could ensure no review was missed. The team gained consistent workflows and faster response coverage across all 134 stores, delivering better guest experiences and reclaiming lost hours.
Discover Customer Insights
Momos Analytics surfaced keyword trends and sentiment insights at the store and brand level. Armed with this data, the Black Rock team made more informed decisions—improving products, service, and guest recovery processes with real-time clarity.
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