Name: Loopback™
Brand: Skopos

Why Loopback™?

Feedback is everywhere — insight shouldn’t be scattered

Customer signals live across forms, chats, app stores, socials, and service logs. Loopback pulls them into one ecosystem, standardises the data, and turns noise into clear, prioritised actions for Product, CX, and Marketing.

What Loopback™ Does

Connects every channel

Surveys, NPS/CSAT, in-app, web, CRM, support, reviews, social.

Normalises signals

Consistent taxonomies for themes, topics, intent, and sentiment.

Surfaces the “so what”

Impact-based prioritisation, not just volume.

Closes the loop

Route issues to owners with SLAs and track resolution.

Shares live views

Role-based dashboards for execs, product, CX, and markets.

Fits your stack

APIs, webhooks, and exports to BI with secure governance.

How It Works

Step 1 – Connect sources: Hook up surveys, support, app store, social, review sites, CRM.
Step 2 – Standardise & enrich: Deduplicate, tag entities, themes, and sentiment.
Step 3 – Prioritise: Score by impact, frequency, and urgency; flag spikes and risks.
Step 4 – Route & resolve: Auto-assign to owners; track fixes and time-to-close.
Step 5 – Prove impact: Show uplift and reduced friction with trendlines and clips.

Key Features

Unified taxonomy & tagging

themes, intents, components, personas.

Anomaly & spike detection

with Slack/Teams/email alerts.

Journey & touchpoint views

to see where friction happens.

Role-based dashboards

and permissions.

Integrations & exports

APIs, webhooks, CSV/JSON, BI connectors.

Governance & privacy

with audit logs and GDPR alignment.

Use Cases

- Product & UX – prioritise fixes and features using real user impact.
- CX operations – reduce repeat contacts and time-to-resolution.
- Marketing & comms – track message resonance and pain-point shifts.
- Support leadership – quantify drivers of tickets and deflection wins.
- Executive oversight – one source of truth across regions and brands.

Outputs & Deliverables

- Touchpoint heatmaps with severity and volume.
- Theme dashboards with trendlines and verbatim clips.
- Closed-loop reports (owner, SLA, time-to-close).
- Executive one-pager with the “do next”.
- Data exports to Power BI, Tableau, Sheets/Excel, and warehouses.

Let’s Talk

Want to see Loopback™ in action or talk through a specific use case?

Book a Demo | See Loopback™ in Action

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Explore the wider Innovation Hub — from AI-supported qual and digital communities to prototype testing, emotional response and rapid decision support.

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