Loop® allows you to collect feedback at any point within the customer journey, engage with them in real-time, and measure their experience by touch point. The platform is omni-channel by design and includes a suite of channels, inbox, reporting, and analytics capabilities.
Loop comes with a suite of channels including web, mobile, email, social media and kiosks for collecting feedback and engaging with customers across any touch point and journey – before, during or after an experience.
Locations within Loop are used for both routing feedback to team members and reporting. This allows you to customize the teams, surveys, escalation procedures, reporting, or automated engagement activities suitable for the unique customer experience at each location.
Loop includes all core CX question types, including NPS for measuring loyalty, CSAT for measuring satisfaction, and CES for measuring effort – as well as more friendly and visual smileys and thumbs. Combinations of different survey question types can be deployed in a single flow, at varying points in the customer journey.
Loop allows you to import contacts by integrating with existing systems or through a simple CSV upload. Contacts can be filtered and saved as segments and then used to engage with customers in a targeted and personalized manner. You can even automate engagement to send different surveys or messages at key moments in their unique journey.
Loop comes with a unified inbox for responding to customers and collaborating with team members in real-time. It is intuitive to use and is also available as an iOS or Android app, allowing team members to respond to customers from their mobile device.
Loop comes with routing rules which can send survey responses and conversations to specific team members based on any combination of location and tag. It can also be configured to ensure that conversations are escalated to the correct team members based on a variety of criteria – including customer sentiment, time to respond, and more.
Loop’s proprietary Natural Language Processing (NLP) engine reads every conversation and response across all channels. It is used to auto-tag conversations and feedback responses based on keywords and can determine customer sentiment in real-time.
Loop comes with easy to understand and use dashboards displaying real-time results based on location, plus visualizations to analyze unstructured data, based on a combination of words and sentiment. Daily and weekly email digests, and innovative scoreboards, can gamify the experience for employees and keep front-line teams informed.
Loop comes with a set of APIs allowing you to seamlessly integrate the platform with other systems and is based on REST. It is open and fully documented with an API explorer. Meanwhile, our SDK for mobile simplifies the embedding of surveys into apps for developers, making Loop a highly flexible and scalable platform.