Tips and Tools: Responding to Loop Messages

Responding to messages received via Loop is an integral part of using the solution. Responses make guests feel that their input and patronage are valued. Most guests likely will not leave comments, but for those that do, a prompt and professional answer is important. We’ve put together some handy tips and best practices for responding to messages.

In restaurants, review and respond to messages during off-peak times

Your primary focus during business hours should be serving guests. Attentive service is key to getting and maintaining high Loop scores. However, it is also important to keep an eye on messages and respond to them in a timely manner. When traffic slows down, take some time to look at the messages you received during the rush and respond to them. There’s a bonus to waiting as well: By answering messages during off-peak times, you’ll ensure you have more time to craft thorough and appropriate responses.

Set and measure objectives for time to respond

Setting objectives for Loop response times makes it easier to hold staff accountable for responding to them. In a hospitality setting, it’s a good idea to ensure that all messages receive a response within 12 hours, but ideally, responses should be issued to all messages within two to four hours of being received. In a restaurant setting, messages should receive a response as soon as possible — ideally, in less than 10 minutes. The longer the response time to a Loop message, the higher the risk of losing the opportunity to engage with the customer.

Personalize the message

When the location’s staff put a personal touch on responses, it makes guests feel more valued by the brand. This can be accomplished in a few ways. Messages should always address the specific query or concern that the guest has raised. This gives the guest confidence that the location isn’t just using a scripted answer to placate them. Another way is for employees to sign their names at the end of replies so that guests know they are dealing with a real person. Don’t underestimate the power of personalization — it’s the key to securing guest loyalty.

Don’t use tech speak


Be careful about the phrasing of responses to technical questions. Just because staff use certain terms on a daily basis and are comfortable with them doesn’t mean the guest will understand what they’re talking about if they’re used in a response. Find other ways to phrase anything that might involve the use of tech talk and share it with the entire team.

Represent the brand

Ensure you’re representing the brand with each response. This is especially important in franchises. Although staff who work at franchises are working for that specific location and not the brand itself, they must keep in mind that they are still representing the brand. Consider training staff to understand the brand’s values and mission, and they will be better equipped to embody them on the front lines.

 

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The Benbria Blog

The Benbria Blog offers insights into the latest research in the field of customer engagement technology and best practices, with a focus on real-time messaging and measurement of the experience.

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