Communication is key when prioritizing the customer experience in your brand strategy. Feedback workflows help you to collect insights, issues and expectations of your customer to help improve the overall customer experience.
With today’s “always-on” society, it’s not a surprise that 75% of online customers said they expected help within five minutes, (McKinsey). This means that now, more than ever before, real-time communication is key to delivering a positive customer experience.
With the Loop Experience Platform, you are able to create effective survey projects that are designed to collect insights from your customers to improve the overall customer experience. By programming actions into your workflows you can manage tickets for staff to follow-up on in real time for effectively complaint handling.
In this blog, we are going to showcase the Loop Messaging, where you can communicate with customers in real time, from the channel of their choice, from one dedicated inbox. We will showcase how the Loop Inbox effectively works with Loop Feedback and the ticketing feature to provide a complete customer experience solution for location-based operations.
Guest Recovery
Mistakes happen. Inevitably, things will go wrong and when they do, you are provided an opportunity to create loyalty and reduce customer churn in your business. Use this opportunity to re-engage and delight your customers by acting urgently to resolve their issues. What customers really want is to feel heard. Enhance your guest recovery process by opening up multiple channels of feedback for them to engage your business on, and use the Loop Inbox to create workflows for responses in real time. Close the loop on feedback using our smart inbox that routes conversations and tickets to the right person in the organization for efficient problem resolution.
By implementing a strong guest recovery process, you’ll be able to take negative experiences and turn them into positive ones, creating more loyal customers and ensuring your organization remains customer-centric.
Personalized Customer Experience
No one wants to just feel like just a ticket number, especially when an issue arises. 84% of consumers say being treated like a person and not a number is important to winning their business. The power of personalization can be a key differentiator in the market. In fact, 72% of consumers say they will only engage with personalized messaging.
Being able to connect with a customer in real time on the channel of their choice can create the personalized experience that they are looking for. With this messaging capability, you can resolve issues more quickly saving both operations and the customer’s time. Efficient contact resolution ranks high among the factors impacting customer experience. In a study, 29% of consumers ranked first contact resolution as the most valued in customer service and support interaction.
It’s no surprise that companies can reap the rewards when they rise above challenges in a positive way by focusing on the right things in their approach. Across all industries, successfully optimizing the customer experience typically achieves revenue growth of 5-10% and a cost reduction of 15-25% within just 2-3 years. (McKinsey) In addition, companies that offer an exceptional customer experience can exceed gross margins of their competitors by more than 26%, while improving employee satisfaction and simplifying end-to-end operations.
Improved Operational Workflows
Once you’ve organized and analyzed the feedback you have collected, it’s essential to get the right people in your organization focused on the right tasks. These insights will help you prevent such problems from occurring in the future.
Use automation in the Loop Inbox to create workflow efficiencies in your organization by routing conversations and tickets to the right people for faster resolution times. Set key performance indicators (KPIs) and service level agreements (SLAs) to establish brand standards in your organization and use Loop to support those metrics.
