New Feature

New - AI Suggested Replies to Reviews

If you struggle with what to say when replying to your Google reviews, you’ll love this new feature. This month, the Premier plan gets a new feature that allows you to generate AI-suggested replies to a review. It’s a great time saver, and here’s how it works.

From your Review tab, click the Reply button next to the review in question, just as you always would. When you land on the reply screen, you’ll notice a new button labeled “AI Suggested Replies”. Just click it. LoyaltyLoop will generate 3 different suggested replies as a starting point for you.

Then, click the suggested reply you wish to use, and it will be placed into the Your Reply box so you can edit and submit (post) it.

There are a few things to keep in mind when using this new feature.

1. You should always read the AI suggested reply to ensure it expresses your sentiments correctly, before posting it to Google;
2. AI doesn’t “know” anything, hence if a customer misspelled your company name or anything else, the suggested reply may reference the misspelling. Read the suggestions before posting on Google;
3. Our AI does a great job identifying if the Google reviewer’s username is a human name or a company name, so it can personalize replies. Again, AI doesn’t “know” anything, and hence it may still try to personalize a reply using a non-human name;
4. The AI Suggested Replies will work for reviews with, and without, comments. When no comment is provided by the reviewer, suggested replies usually reference the username and their number of stars;
5. Our AI algorithm looks at your most recent past replies to avoid making suggestions that are too similar to prior replies. That being said, read all replies before posting them to Google.

We encourage you to check out this great new feature, and hope you find it both helpful and fun to use.

New Feature

Premier Plan - SPECIAL Intro Offer!

Photo by Kier in Sight Archives on Unsplash

If you haven’t had a chance to check out our new Premier plan, now might be a great time to do so when you see the amazing intro offer below.

The Premier plan is designed to help you automatically restart dormant accounts, and gather insights as to why an account has stopped buying from you. Once configured to your specific settings, the most important being when you consider an account to be “dormant”, LoyaltyLoop will go to work for you by engaging these former customers. These campaigns run in one of two modes at your option - manual, where you can review the dormant accounts on your Launch Pad and then schedule the campaign, or automatic - campaigns are sent based on your dormant account settings.

When you look at the incremental cost to upgrade to Premier plan, it doesn’t take many customers to restart sales to have it pay for itself. But to make that even more attractive, check out the intro offers below valid through December 31, 2025! After the promo period, your subscription will continue at the Premier rate.

Existing Customers

Promoter plan customers may upgrade to Premier plan (monthly subscription) for only +$40/mo your first 6-months! Book your 5-minute Upgrade call to get started.

Example: you have Promoter plan at $149/mo, then your promo upgrade is only $169/mo for your first 6-months, then ongoing at the Premier price of $199/mo.

New Customers

Subscribe to Premier plan (monthly subscription) and receive the Promoter plan rate of only $149/mo for your first full 6-months. Subscribe and get started today!

Tip

What is survey “launch data” and how does it matter?

One of the big advantages of using LoyaltyLoop is the fact that your feedback and review service is fully managed by the pros at LoyaltyLoop. This means you can focus on using the results to grow your business, while relying on us to do the heavy lifting behind the scenes, like:

• Managing changes to your survey (questions, logic, appearance)
• Managing changes to your survey request emails and text messages (SMS)
• Managing changes to your service configuration and business rules
• Managing the survey launch data and pre-launch processing rules
• And more

This removes the need for you or your team to manage elements of a feedback process that can be complicated, confusing, or require skills you don’t have. A great example of this is the management of your launch data and pre-launch processing rules.

When your service is configured by our team, a key element of executing surveys is the formation of the correct contact data of the customers to be surveyed. This contact data usually comes from your back office transaction system, and may include a variety of fields. At a minimum, it must include either the email address or mobile number of the customer with whom you did business. Generally speaking, this data should also include fields like first name, and other contact details, to make emails more personalized, and arm you and your team with contact details when viewing responses or alerts.

Photo by Andy Hermawan on Unsplash

This data is your “raw“ launch data. Raw, in that it has yet to be processed into your actual “launch list” of customers to be surveyed. If you are not using one of our integrations or automations to flow your raw launch data into your LoyaltyLoop, you should explore this great capability. Using an integration streamlines your feedback process by automatically flowing your raw launch data to LoyaltyLoop. There are no lists to create or export, no need to upload them to LoyaltyLoop, it all happens automatically. Not only is it automatic, but it also puts you in position to have your LoyaltyLoop engage customers soon after they experienced your business. If you are required to export and upload data, chances are you’re doing this infrequently as it requires manual work. Asking for feedback closer to when the customer experiences your business, generally increases both the quantity and quality of feedback/reviews.

Now that we understand where the raw launch data comes from, and what it typically looks like, let's talk about why your launch data matters. The first thing to understand is LoyaltyLoop doesn’t just send surveys to everyone in your raw launch data. You may have repeat customers who have recently been surveyed, and you may have specific rules governing which customers should be surveyed. Let’s look at both groups individually:

1. Repeat Customers

No one wants to receive requests for feedback too often. If you have repeat customers, asking them for feedback after every purchase may not be what you want. If it is, no problem. But if it isn’t, it is also no problem. By default, LoyaltyLoop will configure a Touch Frequency Filter which prevents “over-touching” the same customer. It works like this. You set the window in which asking a repeat customer would be considered too frequent. By default, we set the window to 90-days (but you can choose any value, including 0). During launch, if LoyaltyLoop has engaged that customer (per their email address) within the prior 90-days, LoyaltyLoop skips that customer on this survey launch.

2. Business Rules

There are a variety of business rules that may be applicable to your specific business. Relative to your raw launch data, business rules help define the list of customers to be surveyed. Here are a few examples of rules we might build around your raw launch data.

• Isolating data: Your raw launch data includes a variety of transactions, yet only some type or types of transactions are applicable to your survey. Working with you, our team would identify the correct field in your raw data that determines the “transaction type”, and then build a rule for your account to isolate the correct data.

• Splitting data: Your LoyaltyLoop may be configured to engage customers at various touchpoints in their journey with your business. For example, your raw launch data may include both quotes to new prospects, and sales to customers. Or, you may transact with customers for new equipment sales, service sales, and support tickets. Our team will identify the correct field that isolates the touchpoint, then build the rules needed to parse the data into the appropriate set, and feed it to your appropriate survey (e.g. splitting one data feed into 3 data feeds for equipment, service and tickets, feeding each data set to the appropriate survey).

• Combining data: You may transact with customers using multiple systems. Assuming you do not need to isolate feedback from each source, the data would need to be combined and fed to a single survey. Our team will build a rule to combine the raw data, to be treated as if one.

• Filtering data: Your business may be a storefront, yet you may wish to remove customers from your survey if they purchase below a specific dollar amount. Or your data includes the product item purchased, and you wish to isolate feedback requests to just one specific buyer. No problem. Our team figure out the correct fields to us, and will build these rules for your account.

Your raw data dictates how creative we can get when building rules. For example, you may operate multiple locations, but have no obvious field to isolate the data from each. You need the data isolated by location so you can drive Google reviews to both of your Google Business Profiles. Here’s a clever solution. If your sales reps are unique per location, we can use the sales rep field in your raw launch data to parse the data by location.

With your rules in place, your raw launch data gets processed by LoyaltyLoop into your final survey launch data. When survey responses are received, all of your launch data is available to you when viewing feedback. This is extremely helpful, as viewing these values adds context to the feedback. For example, if you include the product purchased and the price paid, it can be helpful to know this unhappy customer purchased your new product, or spent 10x what your typical customer spends. Context helps you understand your feedback.

Lastly, your launch data can be used to dynamically set the sender of your feedback requests, and can also be used to roll-up reports in Feedback by Filter, and send alerts and requests dynamically to staff email addresses associated with that specific transaction.

Having the experts at LoyaltyLoop manage your service allows you to get the exact feedback you need, regardless how complicated or involved it is to isolate your data, without the need to figure this out (and manage this process) on your own.

Tip

Can a Customer Leave More Than One Google Review? Let's Clear the Air!

Photo by Henry Perks on Unsplash

As a business owner, you likely understand the immense value of Google reviews. They're not just stars on a screen; they're powerful testimonials that influence potential customers and contribute to your online reputation. We often get asked about the mechanics of these reviews, specifically: Can a customer leave more than one Google review for our business?

The short and sweet answer is: No, they cannot.

Google, much like other reputable review platforms, operates on a principle of one review per user account per business. This design isn't arbitrary; it's a crucial component in maintaining the integrity and reliability of their review system.

Imagine a scenario where a single motivated individual could post an unlimited number of one-star reviews. They could, in theory, significantly manipulate a business's star rating, potentially sinking its online reputation. While some curious users might dig deeper and discover the nefarious act of one malicious person, the initial damage to the star rating could be substantial.

By permitting only one Google review per user account, your star ratings become far more reliable. They truly represent a breadth of people who have used your services. When a potential customer views your business's star rating, they can expect it to reflect the collective experiences of many customers over time. This diligence on Google's part ensures that the ratings are not the result of "gaming the system”.

So, what can customers do instead of leaving another review? They can update their existing review!

Don't underestimate the impact of an updated review. Updating a Google review can positively impact your search engine optimization (SEO), particularly for local businesses. Fresh, recent reviews, as well as updated reviews signal to Google that your business is active and well-regarded. This can boost your visibility in local search results. Furthermore, when you, as a business owner, respond to reviews—both positive and negative—you further enhance your SEO by demonstrating engagement and building trust with your customer base.

So, while customers can't stack up multiple reviews, remember that their single, well-crafted, and potentially updated Google review holds significant weight and contributes immensely to your overall online reputation and success. It's why we encourage our customers to make their initial review count and to update it if their experience evolves!

Tip

LoyaltyLoop is The Alternative to Delighted

If you’re using Delighted to survey customers, chances are you weren’t delighted to hear their parent company, Qualtrics, is sunsetting Delighted in June 2026. Qualtrics is a survey solution for large enterprises, and while you could continue to use them for small businesses and brands, it may behoove you to consider your options, both in terms of features and functionality, and in terms of continuing cost.

Most small to mid-sized companies required different needs than large enterprises. From a pure feedback need, they are similar, but smaller companies have additional needs that can be fulfilled by the right Customer Experience (CX) partner like LoyaltyLoop.

Relative to executing a reliable CX solution, many smaller companies have different challenges than enterprises, including:

• Limited or no in-house IT team to manage data systems, technical integrations and related
• Resource constrained staff or knowledge gap of staff for coding and manage surveys, data feeds, and feedback execution
• The need to gather online “social proof” in the form of Google reviews, and other 3rd party review platforms
• Reliance on positive word-of-mouth testimonials from existing customers, combined with strong social proof, to drive new business
• Limited capabilities to consistently cross-sell services to customers to expand sales within their active customer base
• Inconsistent or non-existent processes to identify and engage dormant accounts to restart sales

Here’s a head-to-head comparison of LoyaltyLoop vs Delighted. If you’re using Delighted, consider LoyaltyLoop as the alternative. As a special offer, when you switch from Delighted to LoyaltyLoop you will receive any plan at 50% off for your first year on monthly subscriptions. Book a demo to see the difference.

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