New Feature

Help Widget & Knowledge Base

We are pleased to release a great new enhancement to our support tools and application, making it even easier to get the help you need when you need it.

By the end of the month, when you sign in to LoyaltyLoop, notice the omnipresent Help Widget icon in the bottom right corner of the screen. This new feature, visible on desktop and mobile, puts the power of LoyaltyLoop support at your fingers.

Here are some FAQs that explain this great new feature:

How does the Help Widget work?

Whether on your computer or phone, simply click the Help icon to open the Help Widget, revealing access to all your support tools. Click the icon again (or the X in the upper right corner on mobile), and the Help Widget closes. In the top right of the widget you'll find a "hamburger" icon with helpful shortcuts taking you directly back to the widget home page, and other sections.

What support tools are available in the Help Widget?

You will find a new searchable Knowledge Base, loaded with articles and videos to answer your questions. You can also submit a Ticket, with your username details pre-populated, and can even schedule a support session.

What happens to the original help links?

The original help links are still where they used to be. Now, clicking the Help link on the left main menu, and on the username drop-down menu, opens the Help Widget.

Let's look at each section.

1. KBase

When you enter the Knowledge Base, you'll find articles organized by category, making it easy to browse and find the answer to your question.

But you'll also find a search bar. Start typing a word or phrase, and you'll find suggested articles that might be helpful. You will also find an entire section with all our videos.

2. Tickets

When you need to ask our support team a question, you can generate a ticket from the Help Widget. Simply click "Submit a Ticket" from the home screen.

Your username details are already entered. Compose your ticket and click "Submit".

3. Sessions

Book a Zoom session with our Support Team. From the Help Widget home page, click "Book a Session" and you'll be able to pick the best day and time for your schedule. All of our other support contact details can be found in this section, too.

Here's a short little animated GIF showing your the new Help Widget in action

New Feature

New Integration for Printavo

Software: Printavo

Automation: API Integration

Do you run your business on Printavo? If yes, you can now automate your feedback and review process with the LoyaltyLoop-Printavo integration. This no-cost Add-On provides a new level of simplicity to automatically flow the correct transaction contacts from Printavo to your LoyaltyLoop.

Printavo provides you a list of customizable Invoice Statuses, so you can define the correct processes for your business. Whether you already have a status for when an invoiced customer is ready for feedback, or you create a new one, LoyaltyLoop will pull contacts based on that trigger. Contacts pulled, are eligible for receiving your request for feedback and reviews, provided the contact passes your other unique business rules and filters set on your LoyaltyLoop account.

This new integration makes it effortless to get the right contacts who are ready to be surveyed into your LoyaltyLoop, allowing your surveys to be sent as soon as the next day. Requesting feedback and reviews closer to when the customer experienced your business and services can increase both the quality and quantity of responses.

By default, the Add-On will send your surveys on a weekly basis on Tuesdays and impose a 3-day delay to give the customer time to experience your products and services. You can increase that frequency to daily with no delay, or adjust it otherwise, by contacting our support team.

Key Advantages of the Printavo Integration Add-On are:

Set it and forget it!
Engage the customer soon after their transaction
Send requests as often as daily
Save time (and money) not running report queries

It takes seconds to connect Printavo to LoyaltyLoop. Check out the details on our Printavo Integration Add-On page.

View Printavo Integration page

Tip

UPDATE: Alerts to be sent from new email address

Photo by Alexander Gray on Unsplash

Have you ever received an email from one of your LoyaltyLoop Alerts & Notifications, and you click reply-all, so you can message your other team members included on that alert? Did you ever notice that when you do that, you will quickly receive a confirmation email from LoyaltyLoop that your new ticket was created in our support system?

This unwanted email happens because we have historically sent the LoyaltyLoop email Alerts & Notifications from support@loyaltyloop.com, the email address connected to our support and ticketing system. When you send any email, including replies, to support@loyaltyloop.com, our ticketing system correctly acknowledges the email, and a new ticket is created. But the creation of a new ticket and email acknowledgement from our ticketing system is an annoyance for everyone involved.

Fortunately, we have a simple fix. Effective March 1, 2025, all LoyaltyLoop Alerts & Notifications will no longer be sent from support@loyaltyloop.com. They will now be sent from alerts-noreply@loyaltyloop.com, which is an unmonitored email address, and unrelated to our ticketing system.

This change will eliminate the creation of unnecessary tickets and emails. As always, if you do need to contact LoyaltyLoop Support, please send your email to support@loyaltyloop.com, or call us at (401) 560-0311 or (888) 552-5667, option 3.

Press

New Partnership Helps Mark My Words Media Clients

This month, are proud to announce our partnership with Mark My Words Media, a leader in results-driven marketing solutions for over 25 years.

Under the partnership, Mark My Words Media will now include LoyaltyLoop as an integrated solution to their marketing plans, bringing all Mark My Words Media clients a powerful customer feedback and review tool that will help them outperform their competition.

Through this partnership LoyaltyLoop and Mark My Words Media address these needs and provide clients with a robust solution for gathering customer feedback and reviews in a consistent manner, integrated with all Mark My Words Media marketing efforts.

As a client of Mark My Words Media, they help you amplify your LoyaltyLoop results. By integrating website development, optimization, and a full digital strategy, they ensure that your testimonials and reviews actively boost visibility, conversions, and overall ROI. A strong online presence makes positive reviews even more powerful.

In the end, creating great customer experiences drives great online reviews.

Check out the Press Release here.

Already a LoyaltyLoop customer? If you are not working with Mark My Words Media, you'll receive an exclusive 10% discount on their services as a LoyaltyLoop customer.

Learn

Apple's high NPS - How They Do It

Photo by Michail Sapiton on Unsplash

Understanding why Apple’s NPS is so high can provide valuable insights for other companies looking to improve customer loyalty.

1. Relieving Purchasing Anxiety

Apple alleviates customers’ fears about product quality and support. They offer a generous one-year warranty and free repairs or replacements for malfunctioning products. With a vast network of retail stores and online support, customers feel confident buying from Apple, knowing help is readily available.

2. Attention To Detail

Apple pays meticulous attention to product design and packaging, creating a unique and memorable experience for customers. Even small details, like the weight distribution of the Apple Pencil or the indentation on MacBook laptops, enhance user satisfaction.

3. Focus On Employee Satisfaction

Happy employees lead to happy customers. Apple’s focus on employee well-being, training, and recognition ensures a motivated workforce. Their eNPS score of 19 in 2022 reflects employee satisfaction, contributing to better customer service.

4. Unique Customer Experiences

Apple goes beyond standard customer service, offering personalised interactions and anticipating customer needs. Their “Listen for and resolve issues” approach ensures prompt resolution of customer concerns, enhancing satisfaction and loyalty.

5. Emphasis On Simplicity

Apple simplifies the customer experience with single sign-on features and seamless integration across devices. Their omnichannel support and educational resources like the Tips app further enhance user convenience.

6. Innovation As A Core Value

Apple’s commitment to innovation sets it apart. Products like AirPods and Apple Watch showcase their ability to deliver groundbreaking technology. Despite occasional setbacks, Apple’s dedication to pushing boundaries resonates with customers.

7. Continuous Improvement

Apple actively listens to customer feedback and uses it to improve. Their rapid response to customer concerns and commitment to service recovery demonstrate a proactive approach to enhancing the customer experience.

8. Focus On Customer Value

Instead of prioritizing profits, Apple prioritizes customer value. This customer-centric approach has made Apple one of the most successful and profitable companies in the world.