Loop Messenger Web is a customer user experience for the Loop Platform that draws from conversational messaging platforms (mobile phone texting or web chat applications).
Loop Messenger Web Customer Interface
The customer experience begins with a splash screen (left, will display for 10-seconds unless clicked-through) and three or more orienting questions (right). The flow follows with live ‘conversational style’ messaging:
The flow automatically prompts the customer to provide all of the information needed to create a Conversation – their name, location, contact information and other fields as optionally configured.
Configurable Splash Page items include (see ‘Multimedia’):
- Splash Logo: Logo Image
- Splash footer colour: Primary Colour
- Splash background colour: Secondary Colour
Configurable flow items include:
- Header/Accent colours: Primary Colour
- Comment background colour: Secondary Colour
- All prompts
The system requires Name, Location and Contact information as the three default in-line questions:
‘Find Me’ uses browser location assistance. All prompt text can be customized:
Other fields that will become in-line questions include:
- Area (or Internal Location)
- Required, text-based Custom Fields (either User or Loop)
Loop Inbox & Other
All associate experiences are consistent with standard product (Inbox, Invites, configuration, etc.). The responses from the team member appear in the same message thread. This workflow assumes that the customer has one loop with the business and continues the conversation when they have a new comment or a new request arises.
The Loop Messenger Channel is most effective when used together with Loop Invitations (CSV import file specifying all of the information, including the room number), but it also supports anonymous customers creating loops. In the case of anonymous customers they need to provide all of the information necessary to create the conversation manually before they can start engaging with team members. Invited customers can start chatting right away when using the link from the Invite email.
A ‘Single’ Customer Loop
While using the same browser session, until their current loop is closed there’s no way for customers to submit a new conversation. All comments are added on the same conversation thread. If the customer returns to the same browser session when their conversation has been closed, their information is persisted and reloaded.
The Profile icon (top right corner of the chat screen) gives access to the Profile page where name and contact information can be updated.
All conversations created via the Messenger UI are assigned to the neutral sentiment – request.
Messenger features an ‘attach photo’ feature for customer use. Example below: