How Momentous Achieved 100% Customer Satisfaction with Siena

Momentous isn't your typical supplement company. Self-described as the "anti-supplement supplement company," they've built their reputation on democratizing access to premium nutrition products and expert guidance. 

They’re founded by a former NFL player who recognized the gap between professional-level nutrition resources and what's available to everyday consumers. Momentous has made it their mission to deliver science-backed products with unparalleled customer support.

The challenge

As Momentous continued to scale, they faced a critical inflection point in their customer service operations. 

"We wanted to make sure that we were able to provide our customers with the best experience possible without sacrificing a human touch, which is really important," explained Tanner Nelson, Director of Customer Care at Momentous. 

The team found themselves caught in a common but frustrating pattern: spending countless hours responding to routine inquiries instead of focusing on meaningful customer interactions. "A big part of leveraging automation and AI was being able to eliminate the mundane and get rid of repetitive cases so that we could leverage our human power to really have impactful conversations and bring the human touch where it's needed," he said.

Simple queries like "Where is my order?" and subscription cancellation requests were consuming valuable time that could have been spent on more complex customer needs. While these routine interactions are still essential for customers, they weren't the best use of their team's expertise.

The challenge became particularly acute during busy seasons, especially holidays, when volume would spike significantly. "We see a lot of the increase in volume tends to be related to routine questions," noted Tanner. "Questions about orders, discounts, things of that nature that are very easily handled through automation."

Before implementing Siena, these seasonal surges meant their small but mighty team had to work through holidays to maintain service levels. 

His vision was clear and uncompromising: 

"If I distill it down to the simplest expression, what I was trying to do is really provide our customers with the best experience possible as quickly as possible, demonstrating that we value their time. I refuse to compromise on how human an interaction feels."

The solution

After evaluating multiple AI platforms, Momentous chose Siena for its unique ability to maintain human-like interactions while providing robust control over AI responses. The team affectionately named their Siena instance "Sam," to align with their commitment to personalized service.

"You don't have quite the degree of control in many of the other platforms that we evaluated," noted Tanner.

The Persona feature allows for detailed customization of brand voice, tone, and communication style. They could use this to: 

• Define specific personality traits and communication preferences.
• Provide detailed instructions for handling different types of customer interactions.
• Customize empathy levels and response styles for various scenarios.
• Use brand-specific vocabulary and terminology guidelines.

The team particularly appreciated Siena's ability to understand and enforce nuanced rules about product information and recommendations. "We needed to have really clean guardrails on what information Siena is going to provide our customers, like advice or recommendations, and make sure that any information that's being relayed to a customer is from a trusted source," emphasized Tanner.This is another area where Siena’s feature set matched perfectly with their needs. Siena allows a granular level of control over which types of interactions it should touch via: 

• Skip response automations that identify queries that should always be handled by human agents. 
• Content moderation to avoid automating conversations based on tags or user profiles. 
• Rules to execute specific actions or avoid automating tickets that meet certain criteria. 
• Clear guidelines for when to escalate to human support in the automation instructions. 

And, on top of that, Siena’s reasoning feature made it much easier for them to oversee and correct any interactions that weren’t 100% on point. "In the space that we're in now in terms of AI, trust is paramount and the antidote to distrust is transparency."For companies that are considering implementing an AI solution, “the foundation really is built on a really thorough knowledge base," said Tanner. Taking the time to create comprehensive documentation is essential to ensure accurate information and prevent potential hallucinations."Ultimately, what really differentiated Siena was how it was able to effectively acknowledge and empathize with the customer. It did not at all feel robotic," said Tanner.
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The results

The impact was immediate and substantial.Momentous were able to achieve impressive metrics:

• 90% improvement in first response time – consistently under 2 hours, during their busiest week of the year. 
• Siena achieved a 100% customer satisfaction rate across all interactions.
• A Net Promoter Score higher than 70. 
• They now have a post-moderation automation rate of 60%. 

The success story goes beyond metrics. During the holiday season, when their teams typically face their highest stress levels, Siena's automation allowed the Momentous team to maintain work-life balance without compromising the experience they were providing their customers. "Our team was able to enjoy the holidays, which was a really big impact in terms of making people's lives better," noted Tanner.The best part of implementing Siena? They hit a 5% automation rate immediately after launch. And the quality of Siena’s interactions was already great. Perhaps most remarkably: 

"A lot of our customers, when they're interacting with Siena, they don't know that it's not human."

Looking ahead

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For Momentous, implementing Siena wasn't about increasing efficiency or cutting costs—it was about empowering their team to focus on what matters most. "How can we really leverage AI technology to eliminate the mundane and make the lives of people better?" Tanner reflected. "If you take care of your team, your team will take care of your customers."Looking forward, Momentous sees potential in using Siena to gather customer insights. Because Siena interfaces with every touchpoint, “there's big opportunities in terms of surfacing issues that customers are experiencing,” said Tanner. Feeding this back into the product will help them make data-driven decisions about everything from product formulations to educational content–and strengthen their unique position as an anti-supplement supplement company. 

‍Ready to take your support to the next level? Siena can help your team achieve similar results while maintaining a human touch across your interactions. Book a free demo with us today to learn more!