News

Modern Market brings customer service in house

May 23, 2019

Modern Market Eatery has added an internal guest relations department allowing individual restaurants to offer enhanced customer service within their four walls. 

"Hospitality is our focus," Tammy Haselhorst, guest relations manager, said in a company press release. "Bringing customer service in house creates a better guest experience across the board. Guests speak to knowledgeable Modern Market employees who offer faster, more convenient and more authentic resolutions. Now the Modern Market experience is present at every touchpoint."

To help route guest communication to the internal team, Modern Market turned to Five9, provider of a cloud call center software that queues every channel for the brand, including calls, voicemail, email and website chat and also provides robust reporting. 

After extensive in-restaurant and guest-service training, the team, based in Denver, may resolve guest issues in real time.

Investing in guest relations has supported the company's overall goal of increasing off-premise presence. With call volume exceeding expectations, the guest relations team has captured exponential phone-in and catering orders, according to the release.

Prior to developing the guest relations department, Modern Market used third-party vendors and other internal teams to manage some of its guest relations needs.