Collect customer feedback at each meaningful touchpoint within the customer journey to create visibility over the entire customer experience. Using an omni-channel approach, capture ratings and sentiment in a familiar way that is easy for the customer to complete and provides insight into the overall experience with the business.
At the heart of the Loop Experience Platform is a shared inbox where you can respond to customers in real time. The shared inbox allows for recovery and follow-up to feedback on the customer experience. Target and personalize communication with customer based lifecycle, value and behaviour for more effective engagement.
Analyze customer experience data using industry standard survey methodologies including: Net Promoter Score, Customer Satisfaction and Customer Effort Score. Use custom dashboards, email digests and scoreboards to keep key stakeholders informed from frontline staff to executives. By using the actionable data collected by Loop, you can find ways to improve operational efficiencies and enhance the overall customer experience.
Act on customer feedback, mobilize teams and resolve issues in a timely manner. Close the loop on feedback by automating actions from responses during feedback collection. Follow-up with remediation, escalate feedback as necessary, handle complaints and provide resolution to improve the overall customer experience.
