The Right Touchpoints
Whether you run a small business, multi-location operation, or large corporation or franchise brand, LoyaltyLoop works for you. Because we configure LoyaltyLoop to your specific needs, it will engage your customers at the correct points in time (aka "Touchpoints"), and using the correct communication method, for your specific business.
Graphic by Gemini
What is a Touchpoint?
A touchpoint is defined as “a point of contact or interaction, especially between a business and its customers or consumers.” Essentially, every interaction with your business or brand is a touchpoint, spanning pre-purchase, purchase, and post-purchase activities.
Whether viewing your website, a blog post, talking to a rep, completing a purchase, engaging your customer support, and more, are all touchpoints. Read our blog post about touchpoints and how to identify them for your business.
LoyaltyLoop is tailored to meet any business needs, and measure all key touchpoints. The trick to measuring touchpoints is having the correct data in your systems that identify when a customer completes a specific process that corresponds to your key touchpoints. Assuming your data systems record events like quote issuance, purchase transactions, and support ticket generation, LoyaltyLoop can be configured to engage customers at each touchpoint helping you gather that critical feedback.
Single Touchpoint Service Basic & Promoter plans
If there is only one touchpoint a business should measure, it is when the customer completes a purchase transaction. Engaging customers soon after completed a purchase can give you key insight into that customer's experience with your business.
For most businesses, measuring this single touchpoint for every customer is all that is needed to get a pulse on your business, and how the customer feels about working with your team or brand.
Whether you manually upload your customer transactions, or leverage one of our integrations and automations, LoyaltyLoop will engage the customer at the right time (as soon as the next day), and per rules you have specified. And we never "over-touch" when using our Touch Frequency Filter. Single touchpoint service is provided with Basic and Promoter plans.
Examples of Purchase Transaction Touchpoints
- Completed sale
- Completed web order
- Completed service
- Subscription/purchase of services
- Renewal of services
Multiple Touchpoints Premier plan
Depending on your specific business needs, you may have other key touchpoints during the customer lifecycle that should be measured to ensure you are delivering outstanding customer experiences at every key step in their journey.
LoyaltyLoop Premier plan can help you collect feedback from pre-sales, sales, and post-sales touchpoints. As previously mentioned, the ability for a touchpoint to be measured is based on the availability of data in your systems of record that identifies when a customer exits a given touchpoint.
The typical multi-touchpoint service may engage contacts who were issued a quote (pre-sale), completed a purchase transaction (sales), engaged customer service (post-sale), or has become dormant by not purchasing in a specified period of time (post-sale). Understanding why a customer did not complete a purchase following a quote, or stopped buying from you, can provide key learning, as well as an opportunity to rekindle the relationship and renew sales.
Examples of Lifecycle Touchpoints
- Issued quote
- Completed demo
- Completed sale
- Completed web order
- Completed service
- Subscription/purchase of services
- Renewal of services
- Closed ticket
- Cancellation of service
- Dormant account
Advanced Data Manipulation Premier plan
To engage your customers for feedback, you are at the mercy of your data. If your data is not easily separated by your team into the required data feeds or files to drive your specific feedback loop, our team may be able to help.
Let's suppose you seek feedback from 1 touchpoint (e.g. post purchase transaction) but for 2 specific lines of business (e.g. product sales and service sales). Each line of business requires different sets of feedback questions, different senders to request feedback, and different users to access each business line. But you need a roll-up view of both business lines for the senior executives. And if that doesn't sound daunting enough, your raw data includes all the details needed, but there is no easy way for you to separate the data as required to drive each feedback loop.
This configuration can be easily handled by LoyaltyLoop Premier plan, with 2 locations (one for Products and one for Services), and advance data parsing on your raw data. LoyaltyLoop will parse your raw data to separate transactions that relate to Product Sales from those that represent Service Sales. If desired, we can even cross-filter customers in both sets of data to avoid asking the same contact for feedback if they appear on both lists.
Have a need, but not sure how to get at the results you want? Give us a call, and we'll help engineer the right feedback loop for your business.
Examples of Advanced Data Manipulation
- Splitting data to drive distinct surveys
- Splitting data to drive branches on a single survey
- Excluding contacts based on specific data attributes
- Repairing broken data files generated by your systems
Engage via Email or SMS All plans
Email is the default communication method which comes standard with all our plans. When using the SMS Add-On, set your customer's communication preference to either email or SMS. Once set on your customer record, LoyaltyLoop will automatically engage the right contacts in the right method.
SMS Add-On Explained
How does it work?
When you add SMS to your plan, you'll select a local phone number that will be used to send your feedback and review requests. Just like how you can configure your LoyaltyLoop emails with personalized messages, you can personalize SMS messages too. However, unlike email, each SMS message is limited to 160 characters. You can still send longer messages, but it will be sent as more than one SMS. When your customer clicks the link in the text message, it will open your survey. Since SMS messages are mostly used on mobile devices, when you add SMS we'll ensure your survey is using our mobile-friendly template.
How much does it cost, and how does billing work?
SMS can be added to any LoyaltyLoop plan at only $15 per month, and includes 500 Base Credits per month, where one (1) credit equals one (1) SMS sent. If your message is longer than 1 SMS, it will use multiple credits. On the first of each month your Base Credits reset to 500.
As LoyaltyLoop engages customers for feedback and reviews, any customer you set to receive SMS will be engaged via SMS. Remember, there are multiple messages that can be sent to a single customer during a single survey launch sequence. For example, a customer would be sent your initial request for feedback (1 credit), but if you have the 7-day reminder turned on and this customer did not respond to the first SMS survey message, the system will automatically send the reminder SMS (1 credit). If you have the Review Reminder turned on, this customer may be sent that SMS message too (1 credit). Your Base Credit balance decreases with each SMS sent.
Photo by Eugene Chystiakov on Unsplash
What happens if I run out of credits during the month?
Don't worry. In your SMS Settings you can choose to either have LoyaltyLoop revert to sending email when you run out of Base Credits, or you can opt to let LoyaltyLoop continue sending SMS. If you exceed your Base Credits but opted to keep sending SMS, you will generate an SMS Overage.
Overages are billed at the same per-SMS rate as your Base Credit plan, and are automatically added to your next month's bill. Want to set an Overage upper limit? No problem. In your SMS Preferences, you can set an Overage upper limit, after which the system will automatically revert to sending via email.