TheLoops Reviews

- Bespoke experience: We've been able to work closely with the Loops team to customize the build of our platform to our liking; great implementation experience

- Real-time data at your fingertips

- Easy to use

Some data blindspots/kinks to work out, but the Loops team is very quick to respond & troubleshoot that together

- Sentiment analysis (how do our customers feel in interactions with CX)

- Trendspotting (what are recurring issues causing customers to reach out to support)

Very good AI for CX, and the team set you up for success.

There is nothing I dislike about the loops.

Empowering customer success teams with right tools in hand.

The platform is as powerful as you want to make it. It allows a ton of integrations that are easily configurable and many of them comem out of the box. TheLoops team is very responsive to feedback and helpful whenever any questions or issues arise. The detail and depth of the data that you can bring into the platform and then visualize in an easy and digestible manner is awesome. The initial set up is easy with a few quick connections to your CRM and support portal that theLoops team manages. The ability to set up alerting and proactive monitoring is great and the agent assist functionalities are proving to be very helpful for our support agents. I am impressed with their AI capabilities as we continue to lean on them more for customer scoring, health monitoring, risk mitigation, and proactive alerting. I feel we've just scratched the surface on what the platform can do and I am looking forward to leveraging it more to provide better support to our customers and insights into our support and CS leaders.

The platform itself can be a bit daunting to learn since it is so powerful and offers so many options with building out reports, dashboards, alerting, and the vast amount of data that you can bring into it. This is definitely a platform that requires you to dedicate a decent chunk of time to learning and understanding the different ways it can bring value to your organization past the initial set up. When building out reports and dashboards learning the different nuances with what filter parameters to use takes some time to learn. This is also platform that requires ongoing enablement for your team.

The platform itself does have a few bugs that pop up but the engineering team is highly responsive in addressing them. The platform also sometimes will be slow to load different pages and dashboards but the team is working on improving the speed.

There are a few challenges theLoops helps us solve. Here are some of the main ones:

- An better view of individual and overall support team performance including SLA, SLO,KPI, & CSAT measurements. This also includes improving agent efficiency using theLoops AI agent assist

- Better understanding of customer health & risk based on interactions with our support team and the different support related issues customer encounter, whether it be basic "how to questions" or more serious platform and incident related issues.

- The true financial impact that customer support tickets, incidents, and bugs have on individual and groups of customers which further helps with ticket and bug prioritization

- Allow us to better organize and prioritize support agent tickets based on insights and scores surfaced by theLoops platform while proactively alerting management of high impact customer tickets before they need to be escalated.

- Create an omni-channel view of the different customer touchpoints and data in a single platform. This includes our support portal, JIRA, CRM, and other internal/ external communication tools and allows us to get a fuller picture of everything customer related.

- Better visualizations and easily exportable reports and data that can be leveraged in customer QBRs, renewal conversations, and more!

The team who we work with at The Loops is very adaptable. They are willing to listen and learn to implement things that will help our team. They are realistic with timelines and each follow up meeting is very well organized and projects are tracked well.

If using The Loops for Quality Assurance, there is space for growth in it's integrations. I think this will come with time as AI continues to develop.

Ensuring that our agents are keeping up with Quality metrics and getting 100% of interactions graded. Finding overall trends and topics. Understanding user sentiment.