How Black Rock Coffee Responds To 5000+ Monthly Customers In Under 6 Hours

The Oregon-based coffee chain faced challenges managing dispersed online reviews, resulting in missed engagement opportunities. Momos helped the brand streamline review management, achieving 19x increase in response rate and 99% improvement in response time.

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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

Brand Overview

Locations: 134

Momos Partner Since: 2023

Integrations: Revel, Paytronix,Website/Support

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The Challenge

Black Rock Coffee Bar experienced growing pain in managing customer feedback across different channels, leading to missed opportunities for recovery and operational insight. Without a centralized system, it was difficult for the management team to measure sentiment and uncover what was happening in customer conversations.

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The Solution

By consolidating 5,000+ customer interactions and streamlining review management, Momos unlocked valuable time savings and identified opportunities for Black Rock Coffee Bar to win back customers and build stronger relationships.

19x

Improvement in Response Rate

99%

Improvement in Response Time

5,000+

Monthly Interactions

The Brand

Black Rock Coffee Bar is a coffeehouse chain known for its focus on quality coffee and vibrant atmosphere. Founded in 2008 in Oregon, USA, Black Rock Coffee Bar has expanded rapidly, with locations across several states. They offer a wide range of coffee beverages, including espresso-based drinks, drip coffee, and specialty drinks.

Black Rock emphasizes a customer-centric approach, aiming to create a welcoming environment for coffee enthusiasts and community members alike. Black Rock enhances community engagement by hosting events like Free Coffee Day, engaging with over 300,000 customers annually and fostering brand loyalty through grassroots marketing efforts.

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The Challenge

Before integrating Momos into their operations, Black Rock Coffee Bar faced several challenges in managing online reviews and feedback. With a small customer support team, manually consolidating scattered reviews became a major bottleneck, taking up over 700 hours each month. This lack of centralized management delayed their responses to customer feedback across various platforms, causing missed opportunities for engagement and improvement.

Moreover, without a centralized system, they couldn't gain a holistic understanding of brand versus location-level issues, which hampered their efficiency in addressing underlying concerns. As a result, the business struggled to close the feedback loop and improve their operational excellence.

Long response times to customer reviews also led to lost sales, as Black Rock Coffee Bar missed chances to engage with and win back dissatisfied customers. Recognizing the need for a solution that could streamline operations and provide detailed analytics, they sought a platform like Momos. This platform would consolidate feedback and enable their teams to deliver exceptional customer experiences.

The Solution

Momos offers a comprehensive solution to the challenges faced by Black Rock Coffee Bar in managing online reviews and feedback. Through its Unified Inbox, Momos simplifies the process of responding to customer reviews by consolidating them from various online platforms into one dashboard. This method not only saves time for Black Rock's teams but also guarantees that no review is missed.

The AI categorization of issues and automation increase efficiency in managing customer feedback, enabling Black Rock to swiftly identify and address existing issues. Moreover, Momos provides detailed analytics and insights derived from customer feedback, allowing Black Rock Coffee Bar to gain a deeper understanding of customer preferences and sentiments. Armed with this knowledge, they can make informed decisions to improve their products, services, and overall customer experience

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The Results

The transformative results achieved by Black Rock Coffee Bar, including a substantial increase in response rate from 5% to an impressive 96% (a 19x improvement), a remarkable decrease in response time from 715 hours to just 6 hours (a 99% improvement), and the management of over 5,000 monthly interactions, were facilitated by Momos' comprehensive solution.

Momos' intuitive platform consolidates customer reviews from various online platforms into a centralized dashboard, streamlining the process of responding to feedback and ensuring no review goes unnoticed.