The Loop Experience Platform
About The Loop Experience Platform
The Loop Experience Platform Pricing
Benbria offers SMB per-use pricing and custom Enterprise pricing.
Free trial:
Available
Free version:
Available
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Most Helpful Reviews for The Loop Experience Platform
1 - 5 of 15 Reviews
Christina
Automotive, 501-1,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
3
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed December 2020
Benbria has connected us to our customers in real time
Utilising the Benbria software has allowed us to connect with our customers in real time and address any issues they may have as well as on the plus side, receive firsthand feedback on our customer service. It also allows us to step in and ensure the customer experience is what we promise to deliver or if we're falling short in any area. The reports also give us insight into trends - be it most common queries, compliments, response timing and general feedback. What I love about the software is the integration of our many customer touchpoints - inhouse, WhatsApp Business, Facebook and allows our customer service team to give immediate assistance without the customer having a delay - afterall, it's what the 21st century is supposed to be! Customers aren't looking for a response 24 hours after they're query and it shows them that we are serious and value their business.
CONSWhile great, there are a few features which could be improved such as the WhatsApp Business feature. I was one of the first customers to query and get it implemented but it still has a long way to go.... the lockout feature and lack of automated responses (which are regularly available in the WhatsApp Business) makes the customer feel as if we just "didn't respond" when in actuality, we are physically incapable of. As well the exportation of data into our CRM system to track customer conversations and keep everything together.
Vendor Response
Hi Christina, Thank you for sharing your experience using the Loop Experience Platform. We're happy to hear that it's helping to escalate issues quickly and uphold brand standards for the company! We pride ourselves with an omni-channel approach so customers can communicate with you on whichever channel they choose, so we are pleased to hear that you're making the most of traditional, digital and social channels. Our reporting and dashboards are a great way to involve many stakeholders making it easy to identify trends and make data driven business decisions. Thank you for your feedback about the WhatsApp Business feature. A member of our team will reach out to you directly to help with the issue Thank you! The Benbria Team
Replied February 2021
Samantha
Hospitality, 11-50 employees
Used weekly for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed August 2020
Great Customer Service
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.
PROSEverything 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.
CONSUnder the Dashboard on the website, I would like to be able to plug in a range of dates like the month previous and receive my analytics without having to compare that data with another month.
Reasons for switching to The Loop Experience Platform
We were not getting the analytics we needed.
Vendor Response
Hi Samantha, Thank you for sharing your experience using Loop. We agree wholeheartedly about the importance of real-time analytics and actionable insights as part of a feedback-based solution targeted at managing and improving the overall customer experience. We are working on enhancements that will provide further customization and flexibility to our core suite of reporting dashboards. This includes providing for additional custom reporting requirements such as location and account-level comparisons tailored to your specifications across a variety of measurements (like Net Promoter Score) that matter the most to our customers. We're looking forward to sharing this with you soon! Thank you for your continued support, The Benbria Loop team
Replied August 2020
Alicia
Used daily for less than 12 months
OVERALL RATING:
3
EASE OF USE
2
VALUE FOR MONEY
3
CUSTOMER SUPPORT
5
FUNCTIONALITY
2
Reviewed May 2018
Loop is a bit of trial and error in order to find the specific data that you are looking for.
Being able to receive feedback in real time is great. It is great for use during events and product demonstrations, as we direct guests to the Loop devices to submit their opinions.
CONSSometimes, we do not understand how Loop classifies the types of comments. At times the Angry, Very Angry, Neutral, Happy, Very Happy classifications are not accurate.
Kenneth
Food & Beverages, 10,000+ employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed March 2021
The Loop Experience
One of the best features of the loop system is that I can see direct live feed back from customers thus allowing me to adjust service if needed. Also, having a report sent daily allows for me to easily see trends day over day.
CONSHonestly, I'm having a hard time figuring out a con to Loop. Its easy for customers to use and simple to customize the surveys. Also, the cost is fair
Vendor Response
Hi Kenneth, Thank you so much for sharing your experience using the Loop Experience Platform. We are excited that the live feedback and data analytics are helping you respond to the needs of your business! We are always looking for ways to add customization to surveys for you to get the most insights into your feedback program. We're pleased to hear that you're getting the most out of your investment with Loop. Thank you for leaving your review! The Benbria Team
Replied March 2021
Saf
Restaurants, 501-1,000 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed August 2020
Easy to use and effective
We are improving our customer experience in every restaurant, using the Benbria system, with great results!
PROSThe product is very easy to use Benbria assisted every step of the way with the set up of the devices In the first year, we have already seen some great improvements in our results
CONSThere were not any cons that have not been resolved with Benbria in an efficient and timely manner
Reason for choosing The Loop Experience Platform
Benbria was the most professional company and with the best proven track record compared to all the other companies we researched and tested.
Vendor Response
Hi Saf, Thank you for sharing your experience with Loop! We are happy to hear your feedback on the ease of use with the product, improvement of results, and overall satisfaction you've had with the customer service provided during your time using the Loop platform. We are grateful for the opportunity to partner with Freshslice Pizza to improve the customer experience and increase satisfaction and loyalty. Thank you for your support, The Benbria Loop Team
Replied August 2020