Dissatisfied customers will rarely approach an employee face-to-face to complain about their issues. Instead, they will share their experiences via social media and word of mouth, or simply remain silent and go to a competitor, leaving businesses unaware of their concerns and with very little chance of winning them back.
Loop™ Mobile Customer Engagement by Benbria empowers businesses to instantly capture customer input on their terms at the point of engagement. Through on-the-spot customer notifications to store managers, Loop enables businesses to instantly act and resolve customer issues in real-time.
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Different from other feedback tools in style, speed, engagement and benefit, Loop captures on-the-spot customer input from a variety of channels (mobile, kiosk, text, email, etc.) and makes it actionable by directing relevant input to front-line staff who can engage, act, and resolve customer issues in real-time.
The result – improved customer relations, recovered at-risk customers, increased sales close rates, repeat visits, referrals and improved business operations.
Benbria made possible an 18% rise in same-store sales for a Fortune 1000 customer by equipping over 2000 locations with the ability to see, act, and close on customer-facing issues immediately. Benbria enables a cultural change amongst front-line staff by ensuring that the customer experience remains a top priority.
Real-time metrics are available to all levels of management, holding the front-line staff accountable for enhancing customer relations and improving the experience for the next customer through the door.
Improve Business Operations
Loop is a socially-connected platform that provides a one-to-one connection between the customer and staff. Loop is very different from website feedback forms, email and surveys by empowering front-line staff to listen, act, and resolve issues as they happen. Real-time notification, response and resolution ensure that business operations are improved daily resulting in an enhanced experience for at-risk customers as well as the next customer through the door.
Improve Customer Relations
Benbria empowers businesses to proactively adapt to a real-time world where on-the-spot customer input is a healthy part of improving daily business operations. Benbria enables a culture of Connectedness, Truth, Now and Accountability via:
Culture of Connectedness – Loop connects brands with their customers where they feel their voice matters.
Culture of Truth – Loop empowers customers to tell it like it is; truth leads to trust; trust leads to loyalty.
Culture of Now – “Gen-Connected” customers live in real-time and expect immediacy in response and resolution.
Culture of Accountability – Loop empowers the front-line staff to take ownership for improving relations.
What Customers Are Saying
Rabah Corbane, Domino’s – Capturing instant customer input allows us to fix problems as they happen which has resulted in better guest relations and repeat visits.
Tony Saikali, Franchisee, Quiznos – Real-time input and issue resolution has helped us to improve customer relations by ensuring a better experience for the next customer through our door.
Nyle Kelly, Director Operations, Brookstreet Hotel – On-the-spot customer input gives us visibility into at-risk guests and quickly respond to their needs and concerns while still on our property.