Ottawa, Ontario – September 14, 2015 – Benbria, a leading provider of text & mobile customer engagement solutions, announced today that TMC, a global, integrated media company, has named Loop® Text & Mobile Customer Engagement as a recipient of a 2015 CRM Excellence Award, presented by CUSTOMER magazine.
“The 16th Annual CRM Excellence Awards has recognized Benbria for driving innovation in the field of text and mobile customer engagement,” said Rich Tehrani, TMC’s CEO and Group Editor-in-Chief. “Loop enables brands to drive operational excellence by better connecting them with their customers in the moment. These real-time connections give brands the opportunity to satisfy customer requests and concerns on-the-spot which creates a deeper personal connection between employees and customers.”
Customers Prefer Texting & Chatting Over Talking
A recent Harris Poll survey found that two out of every three guests would rather communicate with their brands via text than voice. Loop helps companies forge stronger bonds with their customers via their preferred channel of communications which results in the following benefits:
- Hotels Increase Guest Satisfaction & Loyalty – Loop helps hotels to deliver a superior guest experience by giving guests the ability to use their smart device to make requests and provide feedback on any aspect of their stay. Hotels connect with guests privately and resolve issues before they reach social media. Real-time action helps hotels to reduce comps and recover at-risk guests by overcoming negative experiences and drawing out positive TripAdvisor reviews.
- Retailers Improve In-store Sales Conversion – Loop helps retailers engage and communicate with in-store buyers, showroomers and non-buyers. Connecting associates with shoppers via their mobile device at the decisive moment in the shopping experience helps retailers increase traffic and convert more sales. These live omnichannel interactions uncover operational issues that hinder the shopper experience and give brands the opportunity to increase satisfaction.
- Restaurants Increase Same-Store Sales – Loop helps brands operate better restaurants by motivating staff to improve quality, service and cleanliness (QSC) in real time. Brands have the opportunity to connect customers with staff and resolve their concerns before they leave the restaurant. Brands can use real-time customer input to motivate employees and improve operations before the next customer walks into the restaurant.
While Loop is operationally unique in its ability to collect, track and direct actionable customer experience data in real time to front-line staff for action and closure, it also empowers brands with detailed analytics. Real-time reports measure the employee’s speed of first response and time-to-close on customer comments, as well as staff’s product knowledge, service quality and friendliness – ultimately holding employees accountable to ensuring a consistent and optimal customer experience across all locations.
“Once again, we are honored to be chosen for a CRM Excellence Award by Customer Magazine.” said Andrea Baptiste, CEO, Benbria. “Studies have shown that motivated and engaged staff have a direct and positive impact on the customer experience. As an operational and real-time communications tool, Loop empowers brands to motivate staff to proactively act on customer concerns and requests which results in a superior customer experience that goes above and beyond expectations.”
Based on hard data, the CRM Excellence Awards rely on facts and statistics demonstrating the improvements that the winner’s product has made in a client’s business. Winners were chosen on the basis of their product or service’s ability to help extend and expand the customer relationship to become all encompassing, covering the entire enterprise and the entire lifetime of the customer.
Loop®, by Benbria Corporation, is a text & mobile engagement solution that helps hotel, retail, and restaurant brands to enhance the customer experience. Leveraging the customer’s preferred choice of communications – texting, web chat, native app, email and kiosk – Loop allows customers to communicate directly with management and staff to make requests, resolve issues and share their experience before, during and after their visit. Closing the loop through on-the-spot staff action helps brands to improve customer satisfaction, save at-risk customers, increase revenue and foster positive online reviews. Get in the loop® at www.benbria.com.
Since 1982, CUSTOMER magazine (formerly Customer Interaction Solutions) has been the voice of the call/contact center, CRM and teleservices industries. CUSTOMER has helped the industry germinate, grow, mature and prosper, and has served as the leading publication in helping these industries that have had such a positive impact on the world economy to continue to thrive. Through a combination of outstanding and cutting-edge original editorial, industry voices, in-depth lab reviews and the recognition of the innovative leaders in management and technology through our highly valued awards, CUSTOMER strives to continue to be the publication that holds the quality bar high for the industry. Please visit http://www.customer.tmcnet.com.
TMC is a global, integrated media company that supports clients’ goals by building communities in print, online, and face to face. TMC publishes multiple magazines including Cloud Computing, IoT Evolution, Customer, and Internet Telephony. TMCnet is the leading source of news and articles for the communications and technology industries, and is read by as many as 1.5 million unique visitors monthly. TMC produces a variety of trade events, including ITEXPO, the world’s leading business technology event, as well as industry events: Asterisk World; AstriCon; ChannelVision (CVx) Expo; Customer Experience (CX) Hot Trends Symposium; DevCon5 – HTML5 & Mobile App Developer Conference; IoT Evolution Conference & Expo; SmartVoice Conference; Software Telco Congress; Super Wi-Fi Summit – The Global Spectrum Sharing and TV White Space Event; SIP Trunking, Unified Communications & WebRTC Seminars; Wearable Tech Conference & Expo; Fitness and Sports Wearable Technology (FAST) Expo, WebRTC Conference & Expo; and more. Visit TMC Events for additional information.
For more information on TMC, visit www.tmcnet.com.
Tony della Busa
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