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The Loop Experience Platform by Benbria has garnered positive feedback from users, who have found various use cases for the system. …
Overview
What is The Loop Experience Platform?
The Loop Experience Platform, developed by Benbria Corporation, is a real-time experience management platform that aims to deliver exceptional customer experiences. According to the vendor, this platform combines feedback, messaging, insights, and complaint handling to help businesses collect real-time...
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Product Details
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- Tech Details
What is The Loop Experience Platform?
The Loop Experience Platform, developed by Benbria Corporation, is a real-time experience management platform that aims to deliver exceptional customer experiences. According to the vendor, this platform combines feedback, messaging, insights, and complaint handling to help businesses collect real-time customer feedback, engage with customers on their preferred channels, analyze customer experience data, and automate action and complaint management. The Loop Experience Platform is said to be suitable for businesses of all sizes, from small startups to large enterprises, and is utilized by professionals in customer experience management, business analysis, and marketing. It is designed to cater to a wide range of industries, including retail, hospitality, healthcare, education, and facilities management.
Key Features
Collect: According to the vendor, the platform enables businesses to gather customer feedback at various touchpoints throughout the customer journey. It offers an omni-channel approach to capturing ratings and sentiment, providing insights into the overall customer experience with the business.
Engage: The platform allows businesses to connect with customers on their preferred communication channels, facilitating real-time responses through a shared inbox. It also offers the ability to personalize communication based on customer lifecycle, value, and behavior.
Analyze: The Loop Experience Platform claims to provide tools for measuring loyalty, satisfaction, and effort, allowing businesses to gain a comprehensive understanding of the customer experience. It offers industry-standard survey methodologies for analyzing customer experience data, and provides custom dashboards, email digests, and scoreboards to keep stakeholders informed.
Act: According to the vendor, the platform automates action and complaint management, enabling businesses to promptly address customer feedback and resolve issues. It allows for immediate action based on customer responses during feedback collection.
Channels: The platform is designed for omni-channel feedback and messaging, supporting various digital, traditional, social media, and messaging apps. It allows businesses to engage with customers both online and offline, capturing feedback from different sources.
Loop Feedback: The platform enables businesses to collect feedback through surveys and close the loop with customers, ensuring their voices are heard and acknowledged. It also offers the ability to track key performance indicators and make data-driven improvements.
Loop Tickets: According to the vendor, the platform automates the handling of customer complaints by creating and prioritizing tickets for issue resolution. It provides tracking capabilities for monitoring the progress and resolution time of each ticket.
Loop Messaging: The platform facilitates real-time messaging and conversations with customers, allowing businesses to engage with them on their preferred communication channel. It aims to improve response times and enhance overall customer communication.
Loop Insights: According to the vendor, the platform offers analytics for customer experience data, providing custom dashboards and heat maps for in-depth data analysis. It aims to help businesses identify trends and improve operational efficiencies based on data-driven insights.
The Loop Experience Platform Features
- Supported: Feedback Management
- Supported: Reporting/Analytics
- Supported: Survey/Poll Management
- Supported: Customer Segmentation
- Supported: Communication Management
- Supported: Gamification
- Supported: Live Chat
The Loop Experience Platform Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Web-Based, Android, iPhone, iPad |
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Community Insights
TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
- Business Problems Solved
- Pros
- Cons
The Loop Experience Platform by Benbria has garnered positive feedback from users, who have found various use cases for the system. Restaurants, in particular, have seen great results in improving customer experience through the platform. Users have appreciated how the system addresses their issues and provides support effectively. Whether reaching out via email or phone, they have received quick responses with helpful information. The platform has proven instrumental in minimizing missed calls or telephone problems, ultimately helping businesses avoid losing clients. Furthermore, users have been able to monitor their team's response and assistance to clients, ensuring a seamless customer experience. Overall, the platform has garnered high recommendations from its users.
Direct live feedback from customers: Users have appreciated the ability to receive direct live feedback from their customers, allowing them to make immediate adjustments to their service if necessary. Several reviewers have mentioned how valuable this feature is in helping them stay responsive and address customer needs in real-time.
Daily reports for tracking trends: Many users have found the daily reports provided by the software to be extremely useful. These reports make it easy for users to track trends in customer feedback over time, enabling them to identify patterns and make data-driven decisions. Reviewers have highlighted how these reports help them stay informed about common queries, compliments, response timing, and overall customer satisfaction levels.
Excellent support during setup: The setup team of the Loop Experience Platform has received high praise from several reviewers. These reviewers mention that the team provided excellent support throughout the setup process, speaking in terms they could understand and offering great training before the product was shipped. This level of support has helped users feel confident and well-equipped when using the software.
WhatsApp Business Feature Needs Improvement: Some users have expressed that the WhatsApp Business feature still has a long way to go. They have found the lack of automated responses and the lockout feature to be frustrating, as it made them feel like their messages were being ignored even though businesses were physically unable to respond.
Difficulties with Data Exporting: Several users have mentioned difficulties when trying to export data into their CRM system. They have expressed the need to track customer conversations and keep everything together, but have found the process challenging and cumbersome.
Limited Flexibility in Generating Reports: A number of users have reported limited flexibility in generating reports. Specifically, they have mentioned the inability to print a report that lists all comments, which hinders their ability to effectively analyze feedback and gain valuable insights from it.