How it works
95% chance a guest will return if their issue is resolved prior to departure
As their earnings, spending and travel inclinations grow, Millennials and Gen Xers are emerging as the new core hotel guests. This age bracket is impatient, unpredictable, emotional and driven by technology and automation. Their behaviour offers a glimpse into a new culture of connectedness, brand co-ownership and immediacy. Mobile-social Millennial and Gen X guests feel strong bonds with their preferred brands. In exchange for their loyalty, they want a say in how these brands operate. They want the ability to voice their concerns digitally and have these concerns addressed on the spot.
Loop® for hotel guests helps hotel staff and guests engage with one another in a personal dialog using their channel of choice – text, native app, web app, email, website and kiosk. Guests can use their smartphones to easily input compliments, make requests and raise issues for properties to immediately act upon, allowing hotels to resolve issues before a guest may publish negative remarks on social media or leaving the property dissatisfied. Loop is a holistic cross-media platform that brings all staff and guest communication into one central place where it’s instantly available, trackable and measurable. Benefits include increases in guest satisfaction, improved guest recovery, better TripAdvisor reviews, data for operational change measurement, and opportunities for staff motivation and coaching.
Guests engage the hotel property using their channel of choice – text, native app, web app, website, email, kiosk – regarding concerns, suggestions, requests and compliments. Loop creates a one-to-one personalized dialog channel.
Send personalised offers and dynamic mobile marketing campaigns regarding special offers, program benefits and early arrival booking, etc. to help drive bookings, enhance the experience and improve satisfaction.
Staff and guest communications from all channels are received and tracked in a central cross-media inbox and routed in real-time to appropriate staff (manager, staff, call center) for action and closure.
Loop Analytics provide hour-by-hour granularity of operational strength & weakness helping you to improve staff performance, measure threats to satisfaction, time-to-close, and positive and negative comments on the guest experience.
Why Use Loop?
2% increase in TripAdvisor Ranking Results in a 20% Increase in Bookings
Loop integrates with the top PMS, POS and CRS vendors. There’s no onsite software installation required, fairly simple setup and no IT resources required onsite. Where guests these days look for instant gratification as well as instant responses, Loop two-way dialog and personal attention increases lifetime guest value through a variety of compelling use cases.
Instantly know when your guests are dissatisfied and turn their experience around during their stay. Guests are unlikely to provide input if they can’t do so quickly and with minimal effort. Loop gives guests the option of commenting on specific aspects of their experience via their channel of choice (text, native app, web app, website, email, kiosk). For example, if a guest’s room needs to be cleaned or if their have a service issues, etc., the guest could provide staff with relevant details. Loop immediately relays guest comments to appropriate staff, who is notified by text or email, and can access the messages on a mobile device or computer and respond immediately – in effect closing the “Loop” with the guest to turn their experience around and ensure their satisfaction.
While Loop distinguishes itself operationally in its ability to collect, track and direct actionable guest experience data in real time to staff, it also gives managers the ability to view guest insights by the hour, shift, day or week. Loop Analytics (manager email digests, management reports) provide granularity of operational strength & weakness helping you to improve operations and staff performance. Managers use this data to help identify guest satisfaction issues and devise strategies to enhance the guest experience and replicate success. Loop is a tool for operational change that measures the way your hotel operations run at all levels right down to the staff level. Real-time reports measure threats to satisfaction, time-to-close, and positive and negative comments on the guest experience.
Loop allows hotels to provide on-the-spot improvements and deliver an exceptional guest experience resulting in better TripAdvisor rankings. Mobile-social guests are part of a new culture that values connectedness, brand co-ownership and immediacy. They want the ability to voice their concerns and needs digitally and have these concerns addressed on the spot. When a guest’s needs have been satisfied, Loop allows staff to digitally prompt the guest via mobile to post a review on TripAdvisor. Each problem solved improves the guest experience and provides a new opportunity to solicit a TripAdvisor review. As the principle of reciprocity suggests, guests are more likely to respond to your request to post a positive review on TripAdvisor at a time when they are delighted by an exceptional experience at your hotel.
Loop ensures you deliver consistent, fast and relevant communications across your customers’ preferred channels, devices and operating systems, making it easy for your customers to connect with you via text. Loop brings all these communications together in a consolidated message inbox for each brand user.
Customers and staff connect to dedicated websites to launch Loop’s purpose-built mobile web apps. Nothing to download. Users get a rich user experience, which stores the user’s session even if you close your browser and come back later.
Customers and staff communicate using the native texting app on their mobile device. The Loop platform intelligently routes SMS or MMS to the correct destination within the brand. Texting provides another connection option, and can make Loop even more accessible to users. Texting can be used in a chat scenario between users who are subscribed and permitted to see the conversation. Texting can also be used in a notification scenario, for example Loop texts the customer to inform that a response is ready, and provides a link to Loop’s web application, where the conversation is tracked.
Customers and staff communicate using the native email app on their mobile or desktop device. The Loop platform recognizes a reply email by its unique Loop identifier, and routes the message to the correct destination. Email provides another connection option, and can make Loop even more accessible to users. Email can be used in a chat scenario between users who are subscribed and permitted to see the conversation. Email can also be used in a notification scenario, for example Loop emails the customer to inform that a response is ready, and provides a link to Loop’s web application, where the conversation is tracked.
Optionally, Loop’s customer and staff engagement interfaces can be integrated with a brand’s customer and/or staff native mobile applications. This allows Loop to be a fully integrated part of the brand’s operations and tools, while at the same time leveraging other mobile device communication channels.
Reach out to customers
A big part of Loop’s value is its ability to make that initial connection with customers. This can be achieved a number of visible and automated ways.
Loop signage and collateral
Simple signage posted in prominent locations on-premises is an effective way of attracting customers. Simple messaging and instructions may include a URL, QR code, NFC chip, SMS texting number, or email. Other collateral options include: tent stands, posters, flyers, business cards, etc.
Collateral enables customers to initiate the engagement with the brand’s staff members. Loop can recognize customers, either by recognizing email or SMS contact existing from a previous engagement, or by looking up a user in a brand’s customer database (e.g. via integration with a CRM system).
Brand initiated clienteling
The brand’s assigned staff member(s) can engage customers with a personal message, for example informing a customer of a new line of clothing that has just arrived. This can be achieved by searching on an active or previous Loop engagement with the customer, manually entering the customer’s contact information, or automatically obtaining a customer’s contact info via system integration with a brand’s CRM system.
Automated reservation notifications
Send a prepared invitation message to a customer who has just made a reservation, e.g. with a hotel, and event, or car rental. Invite the customer to connect should they need any assistance during their journey. Send helpful guidance or offers, and invite the customer to respond directly with staff. This initial engagement can be automated by import of a spreadsheet (.csv file), via integration with Loop’s web services API, using an existing supported Loop integration, or through a custom integration initiative. Messages to customers can occur asynchronously or as a bulk-batch broadcast operation.
Loop can be configured to send automated timed messages in an existing engagement with a customer, for example remind customers 60 minutes before car rental pickup that they can reply by text if they need anything. This is achieved using Loop’s scheduling engine and notification message templates, and can be automated via integration with a brand’s reservation system (either .csv import or via the Loop web services API).
- Chat, internal chat
- Append photos
- Context sensitive auto response
- Message auto-routing by physical location and subject
- Tag-to-route, tag-to-sort, advanced edit
- Auto-escalations to: persons, departments, off-site service desk
- Staff create on-behalf-of customer
- Ratings, feedback, share on social media
- Customer message inbox - track progress
- Staff inbox – list & detail views, message history, on-line indicator
- Automated message scheduler
- Staff mobile reporting dashboard & graphical reports
- Hierarchical regional & corporate reports
- Advanced natural language reports - what customers are saying
- Auto-emailed reports
- Mounted scoreboard display – motivate staff or customers with real-time customer insights
System integration framework (API)
- Create loop from brand’s app or website
- Perform actions on loops, real time or scheduled
- Bulk import to create loops and send invitations
- Synchronize customer/staff users and their data
- Administer account and location configuration
- Import/export brand transaction data, loop data
- Integrate with other systems: HotSOS, Delphi, Infor, RTC mobile app, etc.
- For more information on Loop’s web services API, see our Loop REST API Specification
- Comprehensive location/region/brand administrator’s interface
- Best of class, secure cloud hosting services
- Secure user connections via HTTPS; back-end via SSH with RSA
- Access control and authorization by role and subscription
- Extensible architecture with high availability option