How it works
“Employees are 73% more likely to improve QSC if they are more engaged and motivated.” McLean & Co.
Successful restaurants know the correlation between front-line staff QSC performance and top-line success. Superior service is a differentiator that increases sales and secures repeat business. According to best-selling author Tom Feltenstein, restaurants create tangible bonds with guests when they deliver a level of service that goes beyond the expected. Equipping front-line staff to deliver above-and-beyond experiences can be a catalyst that turns diners into loyal customers who come back often and spend more.
Loop® for restaurants motivates front-line staff to improve QSC. Loop helps 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. 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 better QSC, increases in same store sales, customer satisfaction, guest recovery, data for operational change measurement, and opportunities for staff motivation and coaching.
Amaze your guests with a level of service that exceeds expectations. Guests engage the brand using their channel of choice regarding concerns, suggestions, requests and compliments. Loop creates a one-to-one personalized dialog channel.
Enhance the guest experience by sending personalized offers, vouchers and dynamic mobile marketing campaigns to guests. Compelling mobile offers help to differentiate your brand, improve loyalty, drive sales and boost revenues.
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, front-line staff, call center) for escalation, action and closure.
Gamify the experience to better motivate your team by displaying real-time guest input on an electronic scoreboard. Motivate staff with on-the-spot guest insight and measure the effect your staff has on the customer experience.
Measure the way your business is run at all levels right down to the staff level. Loop Analytics provide hour-by-hour granularity of operational strength & weakness helping you to improve staff performance on QSC.
Why Use Loop?
Your Front-line is your Bottom-line
Loop® has delivered an increase of up to 4% annual same-store sales for national restaurant brands. Loop directly impacts the effect your team has on the customer experience every day – on an hourly, shift and daily basis. By motivating staff and measuring behavior you can achieve delight, differentiate your restaurant, and affect your bottom line.
Instantly know when your guests are dissatisfied and turn their experience around. 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 meal was not hot enough, or the table is messy, the guest could provide the manager with the relevant details. Loop immediately relays guest comments to the manager, 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 ensure their satisfaction.
While Loop distinguishes itself operationally in its ability to collect, display and direct actionable guest experience data in real time to staff, it also gives managers the ability to view guest insights aggregated over a specific time period, by the hour, shift, day or week. This at-a-glance “heat map” helps managers to identify the causes behind these variations and devise strategies to replicate success and improve on weak results. Loop is a tool for operational change that measures the way your business is run at all levels right down to the staff level. Loop Analytics (manager email digests, heatmaps, scoreboards, management reports) provides hour-by-hour granularity of operational strength & weakness helping you to improve staff performance on QSC.
Motivated staff makes all the difference in delighting your guests and differentiating your brand. Loop delivers a unique electronic scoreboard which gives staff real-time visibility into guest satisfaction metrics. Real-time insight is displayed on an electronic scoreboard allowing staff to see live QSC results. Actionable guest insight is instrumental in creating a deeper personal and emotional connection between staff and guests. From an operational perspective, the live scoreboard motivates staff and gives them a huge advantage in terms of agility and responsiveness. If at any time staff members notice an uptick in negative ratings in QSC, they can immediately investigate potential causes and take the corrective action to enhance the guest experience.
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.
Customers are attracted to the in-store mounted kiosk by Loop’s video or digital signage displays. Customers can complete a quick three question (thumbs up/down) survey and optionally enter a comment to engage. Customers can optionally take the conversation with them by entering their choice of contact method. The kiosk passes the store ID and customer’s input to Loop’s mediation platform, where it is logged and routed like any other customer engagement method. In addition, the survey results are analyzed and reported in aggregate for the time of day/week, store region, etc.
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.
Automated pickup notifications
Send a message to both the customer and local store staff when a Buy Online Pickup In-Store (BOPIS) or Ship-to-Store (BOSS) order has been placed. Invite the customer to schedule a pickup (so staff can prepare the item), or inform staff that they could connect personally (to schedule or upsell). Enable staff to provide a personalized experience for the customer. This engagement scenario can be automated by integrating the brand’s eCommerce system with Loop, either via Loop’s web services API or through a custom integration initiative.
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
A&W Canada Gets in the Loop with Guests to Improve Satisfaction and Real-time Operational Improvements
Try Before You Buy
Try Before Your Buy
Loop Demo Account
You can access a live demo of the Loop for Restaurants solution by using two different devices (a smartphone and a PC, for example) to access the customer and Loop administrator web applications.
Description and Instructions
|Loop Guest Application||
Launch the Loop Guest Application using one device (a smartphone, for example). This allows you to create a Loop with a positive or negative response to 3 questions, as well as to provide feedback. Guests can submit Loops anonymously or leave their email address or SMS number if they with to be contacted to continue the conversation.
|Loop Restaurant Administrator||
Launch the Restaurant Administrator application using a different device (a desktop PC, for example) than the one used for the Guest Application. Use the following credentials to login:
User name: demo
The Restaurant Administrator interface consists of an Inbox from which you can view, respond to and close your guests' Loops. The Archive contains a history of all the closed Loops. The drop down menu in the top-left corner allows you to access your profile settings and the advanced Reporting interface.
|Loop Scoreboard / Loop Dashboard||
You can use any device or browser to view the Loop Scoreboard. The Scoreboard helps motivate employees and allow them to quickly identify and fix operational issues.
The Loop Dashboard is an advanced version of the Scoreboard. It allows companies operating multiple locations to further gamify the Loop experience by ranking store performance and displaying additional Loop information.
The Scoreboard and Dashboard are designed to be displayed full screen on an a high resolution monitor and may not display properly on every device.