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.