Decrease the amount of time it takes to respond to customer inquiries, regardless of the channel they choose to message you on. Engage the airport lounge customer in the moment of truth and ensure they have everything they need to be comfortable during their visit. This ensures repeat visit on return flights and good reputation through word-of-mouth to other travellers.
Handle at-risk customers as the situation unfolds in real time. Know if there’s an issue with service, food quality or staffing shortages and work to resolve it in the moment resulting in customer loyalty. By preventing a negative experience from leaving the facility you’re protecting your brand reputation and avoiding any potential negative reviews about the experience.
Use Loop’s powerful reporting tools to effectively analyze the data you collect and relay reports to key stakeholders in the organization. Whether you are managing Loop directly for your business or you are managing it for a client, have the data you need to track trends and report on key KPIs.
Receiving feedback and understanding customer sentiment can help you create happier passengers whose expectations are consistently met. Resolving issues in-the-moment can build loyalty and reduce negative reviews online.
Utilizing data on team and location performance, you can respectively train and monitor teams more effectively and efficiently. Auto-route customer inquiries to specific departments to improve response times.
Engage post-visit to promote return flights and bookings. Effectively communicate offers or special promotions. By consistently adhering to customer preferences, you build loyalty and ultimately maximize revenue.
Today, many customers expect businesses to communicate over their preferred channel. But implementing and managing channels is complex and hard to do — especially as new channels and touchpoints continue to emerge. To ensure success, it’s crucial to use the right channel at the right moment for your customers.
The Loop Experience Platform helps to deliver a better overall service experience, can help improve your survey scores, and supports stronger customer relationships to increase loyalty.
Inquire about your customer’s experience with timely post-sale or service NPS surveys- providing timely insights to improve service and customer loyalty.
Quickly search and select common phrases so you can respond to passenger messages with a greater degree of consistency and efficiency – improving overall sentiment.
Collect relevant data on the customer experience from an hourly, shift, and daily basis – use our integrated reporting tools to understand customer trends and issues in real-time.
Be available on multiple channels and encourage conversation online. With in-the-moment notifications, you can ensure customer queries are answered promptly and effectively.
Obtain valuable feedback from your passengers across a variety of online and offline channels – including kiosks, native app’s, tablets, web sites, and social messaging channels.
Auto-route specific inquiries to their corresponding departments so they’re resolved promptly. Escalate messages to a specific team based on availability or seniority.
Everything is pretty much at a glance. I can look at all my locations as a whole or individually and see exactly how our guests have ranked our services in real time on the website. I also like that I receive an email also in real time every time a guest submits a comment as well as I receive a Daily Digest which summarizes each of my locations’ information from the day before. Very useful. Overall very very good. If I ever have an issue or can’t find what I am looking for I send an email or call and they respond right away with my information as well as take the time to walk me through how to do it.
Have the flexibility and agility to manage how you collect data and respond to feedback. With the Loop Experienc Platform, you have the freedom to deploy a program that best meets your needs.
