zenloop is a SaaS-based AI-powered Customer Experience Management platform designed to collect and analyze customer feedback across multiple channels. It uses automated text and sentiment analysis to identify key satisfaction and dissatisfaction drivers. The platform prioritizes initiatives based on potential impact, enabling companies to translate customer insights into actionable workflows and innovations that enhance customer lifetime value (CLTV) and retention.

Key Features

Automated Text and Sentiment Analysis Processes customer comments to identify topics, sentiment (positive, neutral, negative), and scores.

• Smart labels cluster feedback by themes.
• Real-time mood detection of customer comments.

Identification of Key Drivers Dashboard displays key drivers of satisfaction and dissatisfaction segmented by topics, region, customer segment, and product.

• Helps pinpoint pain points and loyalty factors.

Prioritization and ROI Projection Prioritizes CX initiatives and predicts project ROI based on impact analysis.

• Converts insights into instant workflows and innovation projects.

Multi-Channel Feedback Collection Design and launch surveys across various channels at critical customer journey touchpoints.

• Supports NPS and qualitative feedback collection.

Action Management and Automation Automatically triggers tailored win-back programs for dissatisfied customers and advocacy programs for promoters.

• Enables scalable reaction to feedback by topic, sentiment, and segment.

Innovation and Change Management Facilitates stakeholder involvement to develop improvement programs for products, services, and processes.

• Monitors effects of implemented innovations.

Closing the Loop Keeps customers informed about actions taken based on their feedback and shares success metrics internally.

• Encourages ongoing customer engagement and feedback.

Benefits

Improved Customer Retention and CLTV Enhances customer loyalty by addressing key pain points and satisfaction drivers.

• Automated workflows accelerate response to feedback.
• Win-back and advocacy programs increase customer lifetime value.

Data-Driven Decision Making Transforms raw feedback data into prioritized, actionable insights.

• Supports strategic planning with impact analysis.

Scalable Customer Experience Management Handles feedback collection and action at scale across multiple teams and regions.

• Enables consistent CX improvement globally.

Fast Implementation and Integration Offers quick onboarding, customizable rollout, and integration with existing environments.

• Enterprise-level security standards ensure data protection.

Enhanced Innovation Management Supports continuous improvement by linking CX insights to innovation initiatives.

• Assigns ownership and accountability for projects.