Service à la clientèle
John Lim
Don't Just Collect Feedback. Do Something With It, Instantly
Surveys are one of the most reliable ways to find out how a visit actually went. And while survey feedback is important and tells you exactly what a guest is experiencing, the gap opens after the survey submission. A 2-star comment can sit there until someone reads it and decides what to do, and by then the guest has been gone for hours.
The same is true when the visit went well. The guest who had a great time would be more inclined to join a loyalty program instantly, instead of hours or even days later.
Alfie, Momos' Experience Agent, closes those gaps by resolving the conversation inside the survey itself, instantly. The moment they submit, they're in a conversation with him, and it happens while they're still on the page rather than hours later.
This means a guest who's just had a bad experience is still on the page, and Alfie can recover them instantly with a voucher, or escalate to a human agent for more support. The same is true in reverse: a guest who just had a great visit will be keen to sign up for a loyalty program when they’re still feeling happy.
When something’s gone wrong, Alfie recovers on the spot
A guest leaves a low rating. Instead of waiting for a separate review after the survey, Alfie engages the guest right at the end. This means he will follow the same guidelines and SOPs on the survey as well, including escalating to a human agent when needed.
Here’s how this looks: A guest rates their visit a 2 out of 5 stars and mentions an undercooked order. Alfie responds inside the survey itself, apologizes, and escalates to a human agent for further investigation and recovery.
When something’s gone right, Alfie turns them into loyal customers
If a guest leaves a great rating, Alfie invites them to join your loyalty program right then, while they're still feeling positive about the experience.
Here’s how this looks: A guest rates their visit a 5 and leaves a glowing comment. Alfie thanks them and offers a loyalty signup.
How it works
Alfie is live on your surveys
With Alfie on your surveys, every submission is resolved instantly. There’s no delay, no queue, just a personalized response right there in the survey. Alfie works within the guardrails you've set, so every response stays inside your rules. He never goes off script.
Curious? Submit your interest here for a personalized walkthrough.
