Customers often ask very similar questions when messaging a company directly (ex: “What are your hours of operation”). Instead of having a customer service representative answering the same questions, you can set up automated responses to common questions. This will help save your team time while keeping a positive outlook from customers. Integrations will also allow for customer service reps to take over if they feel that the customer is asking a more direct question or something they don’t have an automatic response set to.
Loop® supports a variety of question and survey types to help you measure the customer experience and identify problems and opportunities including Smileys, Thumbs, 5-Star, NPS®, CSAT, CES, and more. The surveys can be sent out through messaging by sending a survey to an individual after you have answered their questions, asking to rate your service to help gauge your Customer Effort Score.
Loop Messaging® allows for easy integration with your web channel allowing you to easily keep track of multi-platform messages from one location. It also allows conversations to be escalated when necessary to a different department or upper management to handle complicated customer complaints. With Loop Inbox you can also collect data about conversations, such as response time, and can be reported back on to track KPI’s and customer service goals.