How it works
“Retailers can increase their sales conversion rates by 50% by engaging with 30% more customers.” Kurt Salmon
Connected consumers want shopping experiences that are fast, efficient and relevant to their needs. Mobile clienteling lets retailers give shoppers exactly what they want, anytime and anywhere throughout their journey -- before, during and after the store visit. By using mobile to engage, understand and satisfy shoppers, retailers can increase loyalty, average spend and same-store sales.
The retail store no longer stands on its own. Mobile-social channels now influence its success. To remain competitive, retailers must embrace these channels to better connect with shoppers and use these channels as a means to learn what they can do better. By acting on insights gathered through these customer-driven channels, retailers can improve store operations and deliver a consistently superior shopper experience.
Loop® for retail helps associates and customers engage with one another in a personal dialog using their channel of choice – text, native app, web app, website, email, kiosk. Loop is a cross-media platform that brings all associate and customer dialog into one place where it’s instantly available, trackable and measurable. Benefits include increased basket size, improved sales conversion and an enhanced customer experience.
Customers engage the retailer using their channel of choice regarding product & service requests, availability, shipments, concerns, suggestions and compliments. Loop creates a one-to-one personalized dialog channel between the customer and the brand (associate, manager, call center).
Retailers send personalized offers to customers to help drive sales. Loop also gives retailers a means to notify customers via mobile when shipments arrive at designated store locations. One-to-one personal connection results in upsell and cross-sell opportunities.
Associate and customer communications from all communications channels are received and tracked in a central cross-media inbox. Loop helps retailers manage all dialogue and routed in real-time to appropriate staff (associate, manager, call center) for escalation, action and closure.
Loop Analytics (manager email digests, natural language processing, management reports) provide hour-by-hour view of operational strength & weakness helping you to improve associate performance, increase basket size, improve sales conversion and deliver an enhanced customer experience.
Why Use Loop?
Improve Sales Conversions and
Increase Basket Size
Loop has helped national retail chains increase basket size by 67% and improve customer engagement levels by 60%. With Loop, associates can reach out and engage with shoppers and non-buyers, and alternatively, shoppers can reach out and engage with associates. This two-way dialog and personal attention increases lifetime customer value through a variety of compelling use cases.
Loop allows associates to reach out to the customers at any time throughout the journey and delight them by engaging in private dialog that addresses their preferences, interests and desires. Retailers boost in-store traffic by proactively engaging shoppers via their channel of choice and increase basket size and increase sales conversions by supporting real-time up-selling and cross-selling. Likewise, customers and non-buyers can reach out to associates to make requests and share concerns, suggestions, and compliments at any point in the journey. With Loop, associates develop intimate knowledge of their shoppers’ preferences, enabling them to provide more relevant recommendations resulting in more up-sell and cross-sell opportunities.
Loop improves store operations by streamlining Buy Online Ship-to-Store & Pickup in-Store programs. Loop delivers a high-value personal service by allowing customers and associates to dialog with one another for product pick up. Loop gives retailers a means to communicate with customers by way of their mobile device as soon as shipments arrive at designated store locations. Customers get real-time order status alerts and a direct line of communication with the store associate. These two-way interactions offer convenience and make customers feel more connected with their local stores. Moreover, mobile & text channel serves as an unobtrusive channel for cross-selling items related to the customers’ existing purchase.
Loop allows shoppers to engage associates while in the store to request assistance and share their experience. Loop places an associate in the hands of every shopper. Using a smartphone or in-store kiosk, shoppers can easily connect with a store associate with the simple click of one button. Instant text and email notifications alert store managers of customer needs, enabling associates to connect with the shopper in person before they have a chance to leave dissatisfied and without a purchase. Closing the loop through real-time staff action helps retailers to increase in-store sales conversion rates, recover dissatisfied customers, and delight customers with a unique in-store shopping experience.
Loop is a tool for operational change that measures the way your business is run at all levels right down to the associate level. Loop turns real-time input from customers and non-buyers into in-store action. Loop gives retailers firsthand insight into why shoppers buy and why non-buyers don’t. Loop Analytics allows retailers to leverage trending data to improve operations, inventory, merchandising and best practices. Exposing associates to real-time insight improves their focus on the customer experience by enabling them to act on the influence levers that impact satisfaction and conversion such as products, price and selection, and service issues such as product knowledge, friendliness and promptness.
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.
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
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