Summary
The Loop Experience Platform by Benbria is an enterprise-grade experience management platform that enables location-based operations to capture, analyze, and act on customer and employee feedback across omni-channel touchpoints. By combining real-time messaging, feedback collection, automated ticketing, and dynamic analytics into a centralized hub, Loop helps organizations improve operational performance, close feedback loops, and boost overall satisfaction. This overview covers the platform’s core suite of products, key modules, and administrative controls for administrators, frontline staff, and location managers.
Target Audience & Access Prerequisites
Primary Audience: Platform Administrators, Team Members, Location Managers, and Benbria Internal Staff.
Prerequisites & Access: Access levels and feature visibility depend on user roles assigned in Admin / Settings:
Account Owners: Full system access, platform settings, folder permissions, and global configurations.
Location Managers: Access to localized dashboards, ticket management, survey projects, and scoreboards for assigned locations.
Team Members: Access to the Unified Inbox for real-time messaging and ticket resolution.
Core Products & Modules
1. Unified Inbox
The Unified Inbox centralizes two-way customer and employee communications across multiple digital and in-location channels.
Omni-Channel Messaging: Supports channels including Email, SMS, Web Chat, Mobile App (via Loop SDK), Facebook, X, and WhatsApp.
Real-Time Response: Enables frontline teams to engage with customers during their "moment of truth".
Centralized Team Operations: Streams incoming conversations into one interface to streamline follow-ups and build customer intimacy.
2. Ticket Management
Ticket Management turns feedback into actionable tasks to ensure accountability and close the loop on issues.
Automated Workflow: Converts feedback or negative survey responses into tickets automatically using configurable triggers and rules.
Root Cause & Resolution Tracking: Categorizes issues using defined root cause categories and resolution codes to track recovery efforts.
Service-Level Agreements (SLAs): Establishes response and resolution target times by priority level to ensure timely issue recovery.
3. Survey Projects
Survey Projects provide tools to design, deploy, and analyze feedback surveys across offline and online touchpoints.
Survey Designer: Build custom surveys with drag-and-drop question types, conditional logic, multi-language translation, and custom branding.
CX Methodology Support: Measures core CX metrics including Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES), 5-Star Ratings, and Smiley scales.
Distribution Channels: Deploy surveys via QR codes, kiosk hardware (e.g., Loop Blissful, Elegant, Nugget, Walley), web links, email, and mobile apps.
Automated Survey Actions: Configure workflows to automatically generate tickets, send email alerts, start conversations, or update external systems when specific responses are submitted.
Action Plans: Action Plans allow you to turn customer and employee survey insights into structured, trackable improvements across your organization.
4. Dashboard Projects
Dashboard Projects aggregate real-time experience data into customized visual representations for monitoring performance.
Custom Visualizations: Includes Heat Maps, line graphs, donut charts, and dedicated CX score panels for NPS, CSAT, and CES breakdowns.
Drill-Down Capabilities: Allows managers to click into specific data points and panels to analyze underlying feedback and identify root causes.
Subscriptions & Exports: Schedule daily, weekly, or monthly email digests, and export data in PDF, PNG, JPEG, or CSV formats.
5. Scoreboard Projects
Scoreboard Projects gamify the employee experience by displaying real-time operational results on physical screens or tablets.
Real-Time Data Streaming: Streams live performance metrics to inform staff of current daily results.
Frontline Engagement: Keeps frontline employees aligned with operational goals such as cleanliness, speed, and service quality.
6. Folders & Sharing
Folders & Sharing provide organizational structure and secure access controls across platform assets.
Asset Organization: Group survey projects, dashboard projects, and reports into shared or private folders.
Granular Governance: Restrict project view or edit permissions based on user role, touchpoint, or location to maintain organizational security.
7. Platform Settings & Configuration
The Admin / Settings module serves as the central control panel for configuring your organization’s platform environment.
User & Role Management: Provision user accounts and define permission roles (e.g., Account Admin, Location Manager, Staff).
Location & Channel Hierarchy: Manage physical location structures and connect digital/hardware engagement channels.
Integrations & Hardware Management: Connect third-party enterprise platforms (such as PointClickCare or CRM tools) and manage enrolled Loop kiosk hardware and MDM profiles.
Platform Ecosystem Architecture
Product / Module | Primary Function | Supported Channels / Capabilities |
Loop Messaging
| Customer & Employee Engagement | Email, SMS, Link, Kiosk, Web, Mobile, Facebook, X, WhatsApp
|
Loop CXM
| Customer Experience Management | Survey Projects, Ticket Management, Action Plans, Root Cause Analysis
|
Loop EXM
| Employee Experience Management | Internal Surveys, Scoreboards, Pulse Checks, Action Plans
|
Integrations
| Data Exchange & Webhooks | Third-party webhooks, PointClickCare integration, external task management
|
💡 TIP: Combine Survey Actions with Ticket Management to automatically route negative feedback directly to responsible department leads for immediate resolution.
⚠️ NOTE: Dashboard visibility and project access depend on user role permissions and location assignments configured in Admin / Settings.