Loopback™ – Total Feedback Ecosystem Across All Touchpoints
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?
Get in touch
Drop us a message and one of our team will get back to you as soon as possible. No bots, just real people ready to help.