Customer Service
John Lim
Loyalty That Keeps Coming Back, On Autopilot
A guest finishes their meal, fills in your survey, and tells you it was great.
That compliment is already worth something - it’s great to hear feedback from satisfied guests - but what if you could use your positive reviews to drive real revenue? It turns out, there’s a way: get them to sign up for your loyalty platform.
The data is clear: loyalty members spend 38% more per visit and visit 22% more often than non-members, according to Circana. The problem is that customers might not be aware of your loyalty program, and, let’s be honest, signing up for one is a pain. Putting in your email, getting the one-time password it doesn’t seem like much, but it’s just enough to make someone say, “maybe next time”.
Alfie is built to solve this. Not loyalty as a sentiment or a badge in an app, but loyalty that turns every guest into a loyal one, driving repeat visits, and increasing revenue at every location. It’s literally loyalty that pays in dollars and cents.
Enrollment: One message, not five steps
Generally speaking, signing up for a loyalty program takes about five steps: scan a code, download an app, fill in a form, set a password, confirm an email. Most guests don't make it past step two.
Alfie cuts this process down to one.
Here's how it runs:
That's one conversation instead of a five-step flow, and it happens in the very same conversation where they gave a good review.
Recovery: Tracking every single guest that comes back
Most recovery flows don’t track if a guest comes back or not; they only care about refunding them. Alfie is built on a different promise. He tracks every guest that comes back after recovery.
Alfie handles recovery in chat, and inside that same conversation, Alfie can:
Issue loyalty points (flat, or scaled to what the guest's order was actually worth)
Issue loyalty rewards
Issue an offer
All of it runs inside limits you set: a cap per guest, one recovery per order, a maximum order age, a value ceiling. Anything outside those goes to a human agent with full context attached.
Where a human still comes in:
Alfie brings your team in when:
Enrollment hits a platform error
A case falls outside the limits you set
The customer’s interactions with your brand indicate fraud, such as when the same guest repeatedly complains within a short period to seek a reward. These guardrails are tunable and configurable in Momos.
More loyal guests at every location with Alfie
Like everything else with Alfie, customization is built right in. You choose which types of conversation Alfie owns outright, which Alfie should always route to a person, and whether Alfie should recommend a recovery action based on your guidelines when he does. You can move that sequence whenever you want.
Want to see Alfie in action? Sign up for a personalized walkthrough here.
