Listen to your customers and act at the right time to deliver better products and services, improve operations, increase loyalty and reduce churn. With Loop CXM, you can gain a holistic understanding of your customers’ experiences and drive meaningful business impact.
In order to execute a great survey and collect in-depth feedback, you need to make sure you are setting the survey up properly and asking the right questions. In this brochure you will learn the benefits of different question types to achieve greater customer loyalty. Learn how to better collect feedback to understand the “why” of each stage in the customer journey. To learn more about the benefits of Loop Feedback click the button below.Â
Leverage industry-standard methodologies including NPS, CSAT and CES to measure the customer experience and compare yourself against others within your local market or industry and create benchmarks to understand how your team should be performing.
Loop CXM includes a modern survey designer for creating engaging customer experience surveys for any touchpoint online or offline allowing you to collect the right feedback at the right time.
Engage your customers where they are both online and offline by distributing customer experience surveys via traditional, digital and social channels.
Automate follow-up and more with survey actions. At the end of each survey, you can enable a pop up that asks customers if they want to receive a follow up from the team and to provide an email address. This helps close the loop on feedback and allows your team to reach out to customers regarding any questions or comments that they might have. This shows customers that you value their opinion and will increase customer loyalty.Â
Heat maps are a great way to spot problems and opportunities by shift and location. Analyze results multiple dimensions including time of day, day of week, response volume and customer sentiment to quickly understand how your team is performing and fix every broken experience.
Action customer feedback and close the loop with ticket management. Tickets ensure that your staff is actioning feedback and following up with customers. Gain insight into response and resolution metrics while creating a standard operating procedure and tracking key information in support of root cause analysis and resolutions.
The majority of customer experience programs focus on providing managers and executives with experience data to make strategic decisions, however; frontline employees can make an immediate impact. Real-time scoreboards allow the customer experience data to become part of your overall culture and promote transparency with frontline staff as well as customers.
Create effective customer experience dashboards for all of your customer experience initiatives and combine all your experience data including survey responses, tickets and conversations in one place. Compare locations, channels and touchpoints. Drill-down and action feedback to improve customer experiences and operations.
Measure the customer experience by designing and distributing customer surveys to customers and gain better insights into your business and all of your key touchpoints.
Distribute customer experience surveys persistently using Kiosks, Links, Web and Mobile to ensure that no customer slips through the cracks and your team is always listening and available.
Make customer experience surveys part of your standard operating procedure and create a lifeline for your customers. Leverage a suite of traditional, digital and social channels to engage your customers where they are.
Manage all of your customer experience initiatives with survey projects designed from the ground-up for modern customer experience programs that combine omni-channel survey distribution, workflow automation and follow-up.
Measure customer loyalty with native support for NPS question types and NPS dashboard panels and identify your promoters, passives and detractors.
Measure customer satisfaction with native support for CSAT question types and CSAT dashboard panels and identify who is satisfied with a specific experience and who is not.
Leverage text analytics to understand customer sentiment at-scale include overall sentiment and phrase sentiment with visualizations, formatting and reporting.
Measure customer effort with native support for CES question types and CES dashboard panels and identify how difficult it is for your customers to complete a task such as a booking.
Create unique customer experience dashboards to summarize the insights related to all of your touchpoints within a single dashboard that can be easily shared in an automated manner and exported for key stakeholders.
Close the loop with ticket management to ensure that feedback is actioned and teams are held accountable for getting back to customers including configurable response targets, resolution targets, root cause analysis and resolutions.
Loop is your all-in-one customer experience management solution for collecting real-time customer feedback and closing the loop with your customers across all of your locations both online and offline.
