--- title: TheLoops Reviews meta_title: 'TheLoops Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter reviews by the users' company size, role or industry to find out how TheLoops works for a business like yours. aggregate_rating: rating_value: 4.6 review_count: 9 scale: '5' date_modified: '2026-06-24' parent_category: name: Customer Service url: https://www.g2.com/categories/customer-service --- # TheLoops Reviews **Vendor:** TheLoopsai **Category:** [Customer Success Software](https://www.g2.com/categories/customer-success) **Average Rating:** 4.6/5.0 **Total Reviews:** 9 ## About TheLoops TheLoops, an IFS company, is an intelligent support operations platform that transforms the support experience, ensuring customer success is at the heart of digital business. It contextualizes support data with product and customer data in real-time to provide actionable insights to reps and managers within their tools and workspaces. ## TheLoops Pros & Cons **What users like:** - Users appreciate the **impressive AI capabilities** of TheLoops, enhancing customer support and insights into operations. (4 reviews) - Users highlight the **ease of use** of TheLoops, making data and analytics straightforward and accessible for everyone. (3 reviews) - Users value the **highly customizable reporting** offered by TheLoops, enhancing accuracy and user experience significantly. (2 reviews) - Users find the **easy setup** of TheLoops invaluable, enabling quick connections and smooth integration with their systems. (2 reviews) - Users appreciate the **implementation ease** of TheLoops, enjoying user-friendly features and customizable options. (2 reviews) - Integrations (2 reviews) - Reporting (2 reviews) - Users commend TheLoops for the **effective customer success support** , significantly enhancing productivity and onboarding efficiency. (1 reviews) - Users commend the **responsive customer support** of TheLoops team, consistently providing helpful assistance and valuable feedback. (1 reviews) - Users appreciate the **easy integrations** of TheLoops, allowing for quick connections and effective data utilization. (1 reviews) **What users dislike:** - Users experience **difficult setup** due to unclear documentation and numerous integrations, leading to complications during implementation. (2 reviews) - Users find the **wide range of use cases** in TheLoops can feel overwhelming and complicate the user experience. (1 reviews) - Users find **difficult reporting** in TheLoops challenging due to its complexity and the time needed to learn effectively. (1 reviews) - Users face **implementation issues** due to unclear documentation and the need for extensive setups before enjoying the product. (1 reviews) - Users dislike the **poor navigation** , finding multiple pop-up windows confusing and disrupting their experience with TheLoops. (1 reviews) - Slow Performance (1 reviews) - Steep Learning Curve (1 reviews) - Update Issues (1 reviews) ## TheLoops Reviews ### 1. Powerful tool for our Technical Support team. **Rating:** 4.0/5.0 stars **Reviewed by:** Maggie W. | Senior Program Manager, Support Operations, Mid-Market (51-1000 emp.) **Reviewed Date:** April 11, 2025 **What do you like best about TheLoops?** We benefit from the highly customizable reporting, which allows us to answer in-the-moment questions with accuracy and ease. The AI-features like escalation prediction, Impact Score, and Sentiment Score are valuable tools for our support leaders to understand and prioritize our backlog and support resources. **What do you dislike about TheLoops?** We often find that documentation is lacking or poorly written; we write our own instructions and enablement materials for internal users. The lack of a clear and communicated release schedule has tripped us up during internal demos or reporting, as features will change or break without notice. **What problems is TheLoops solving and how is that benefiting you?** As a result of its integration with our ticketing system, we can seamlessly push and pull relevant data such as ARR, date of renewal, sentiment, and escalation risk into customized reporting, and into the hands of our support team and leaders, enabling them to take direct action. We utilize theLoops’ escalation predictions daily to identify tickets most in need of our support resources. We are in the early stages of implementing AutoQA and are optimistic about how this will allow us to scale our quality program and the insights we gain from it. ### 2. Really impressive results with TheLoops **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** March 20, 2025 **What do you like best about TheLoops?** Loops provide excellent support focus and cover all key use cases. The team collaborates closely to ensure real value and lasting impact. **What do you dislike about TheLoops?** The wide range of use cases can feel overwhelming at times. **What problems is TheLoops solving and how is that benefiting you?** TheLoops' Copilot equips our agents with instant access to key information. We use the support risk score to keep our customer growth team proactive. Auto agent QA improves efficiency for managers, saving time and enabling real-time, targeted coaching to enhance support quality. ### 3. Great AI solution that we're still finding new use cases for. **Rating:** 5.0/5.0 stars **Reviewed by:** Steven D. | Sr. Director Enterprise Support, Enterprise (> 1000 emp.) **Reviewed Date:** July 12, 2024 **What do you like best about TheLoops?** Rolling out The Loops has been a game-changer. It's boosted productivity massively for agents and managers, making tasks quicker and easier. Onboarding time has been slashed, getting new team members up to speed fast. This efficiency has translated directly into better customer experiences, with our teams more responsive and knowledgeable. The Loops has truly raised the bar for how we operate and serve our customers, marking a significant step forward in our quest for excellence. **What do you dislike about TheLoops?** We haven't run into anything yet which hsa been a deterrent. As with any system you have to train the the models and they are only as good as you train them. I think we had proper expectations here during implementation which helped. **What problems is TheLoops solving and how is that benefiting you?** It has drastically improved productivity for both agents and managers, simplifying tasks and accelerating processes. The streamlined onboarding process has efficiently integrated new team members, ensuring they contribute quickly. These enhancements have directly translated into enhanced customer experiences, with our teams now more adept and responsive. The impact of The Loops extends beyond efficiency; it has set a new standard for operational excellence, reinforcing our commitment to delivering exceptional service and achieving our goals with precision. ### 4. The only AI solution that made sense for my team **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Public Relations and Communications | Mid-Market (51-1000 emp.) **Reviewed Date:** September 24, 2024 **What do you like best about TheLoops?** I had met with so many different AI companies that were marketing themselves as AI for support. They were all not the right fit. None of them understood my use case, or that I didn't want a chat bot. When I met Somya and Jaclyn in person, I could tell their approach to using AI was difference. After meeting with their AE, Jordan, I confirmed my initial thoughts. The number of features they have to use the data is impressive, and they were the only solution that was able to create an integration for a software for me. Everyone else said no and that it was far out on a timeline for them to be able to create it. **What do you dislike about TheLoops?** There are a lot of integrations that have to get setup in the beginning. Some of the documentation was unclear, and required a bit of back and forth to get it in place but ultimately once setup the process has been pretty easy. **What problems is TheLoops solving and how is that benefiting you?** Surfacing information to my team to make them more efficient. Calling out inefficiences in our documentation. Reducing churn risk by flagging issues before they become big. ### 5. Join and wait, don't wait to join **Rating:** 4.0/5.0 stars **Reviewed by:** Masoud Z. | Real estate consulant and property manager, Small-Business (50 or fewer emp.) **Reviewed Date:** June 18, 2024 **What do you like best about TheLoops?** statistics, and analytics made easy, with every thing reports. many features and easy implement ,and user friendly. **What do you dislike about TheLoops?** nothing in particular , but personally I don't like many windows to pop up **What problems is TheLoops solving and how is that benefiting you?** the loops solve the problem of transactions, when it comes to huge traffic and multiple and simultanieous enquiries. ### 6. An open minded team and helpful platform **Rating:** 4.0/5.0 stars **Reviewed by:** Charlotte Z. | Mid-Market (51-1000 emp.) **Reviewed Date:** December 08, 2023 **What do you like best about TheLoops?** The team who we work with at The Loops is very adaptable. They are willing to listen and learn to implement things that will help our team. They are realistic with timelines and each follow up meeting is very well organized and projects are tracked well. **What do you dislike about TheLoops?** If using The Loops for Quality Assurance, there is space for growth in it's integrations. I think this will come with time as AI continues to develop. **What problems is TheLoops solving and how is that benefiting you?** Ensuring that our agents are keeping up with Quality metrics and getting 100% of interactions graded. Finding overall trends and topics. Understanding user sentiment. ### 7. Powerful multi-channel customer health & support monitoring platform **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** December 29, 2023 **What do you like best about TheLoops?** The platform is as powerful as you want to make it. It allows a ton of integrations that are easily configurable and many of them comem out of the box. TheLoops team is very responsive to feedback and helpful whenever any questions or issues arise. The detail and depth of the data that you can bring into the platform and then visualize in an easy and digestible manner is awesome. The initial set up is easy with a few quick connections to your CRM and support portal that theLoops team manages. The ability to set up alerting and proactive monitoring is great and the agent assist functionalities are proving to be very helpful for our support agents. I am impressed with their AI capabilities as we continue to lean on them more for customer scoring, health monitoring, risk mitigation, and proactive alerting. I feel we've just scratched the surface on what the platform can do and I am looking forward to leveraging it more to provide better support to our customers and insights into our support and CS leaders. **What do you dislike about TheLoops?** The platform itself can be a bit daunting to learn since it is so powerful and offers so many options with building out reports, dashboards, alerting, and the vast amount of data that you can bring into it. This is definitely a platform that requires you to dedicate a decent chunk of time to learning and understanding the different ways it can bring value to your organization past the initial set up. When building out reports and dashboards learning the different nuances with what filter parameters to use takes some time to learn. This is also platform that requires ongoing enablement for your team. The platform itself does have a few bugs that pop up but the engineering team is highly responsive in addressing them. The platform also sometimes will be slow to load different pages and dashboards but the team is working on improving the speed. **What problems is TheLoops solving and how is that benefiting you?** There are a few challenges theLoops helps us solve. Here are some of the main ones: - An better view of individual and overall support team performance including SLA, SLO,KPI, & CSAT measurements. This also includes improving agent efficiency using theLoops AI agent assist - Better understanding of customer health & risk based on interactions with our support team and the different support related issues customer encounter, whether it be basic "how to questions" or more serious platform and incident related issues. - The true financial impact that customer support tickets, incidents, and bugs have on individual and groups of customers which further helps with ticket and bug prioritization - Allow us to better organize and prioritize support agent tickets based on insights and scores surfaced by theLoops platform while proactively alerting management of high impact customer tickets before they need to be escalated. - Create an omni-channel view of the different customer touchpoints and data in a single platform. This includes our support portal, JIRA, CRM, and other internal/ external communication tools and allows us to get a fuller picture of everything customer related. - Better visualizations and easily exportable reports and data that can be leveraged in customer QBRs, renewal conversations, and more! ### 8. Empowering CX teams by unlocking vital user insights **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** November 29, 2023 **What do you like best about TheLoops?** - Bespoke experience: We've been able to work closely with the Loops team to customize the build of our platform to our liking; great implementation experience - Real-time data at your fingertips - Easy to use **What do you dislike about TheLoops?** Some data blindspots/kinks to work out, but the Loops team is very quick to respond & troubleshoot that together **What problems is TheLoops solving and how is that benefiting you?** - Sentiment analysis (how do our customers feel in interactions with CX) - Trendspotting (what are recurring issues causing customers to reach out to support) ### 9. COO **Rating:** 5.0/5.0 stars **Reviewed by:** Jhanvi R. | Mid-Market (51-1000 emp.) **Reviewed Date:** March 02, 2023 **What do you like best about TheLoops?** Very good AI for CX, and the team set you up for success. **What do you dislike about TheLoops?** There is nothing I dislike about the loops. **What problems is TheLoops solving and how is that benefiting you?** Empowering customer success teams with right tools in hand. - [View TheLoops pricing details and edition comparison](https://www.g2.com/products/theloops/reviews?qs=pros-and-cons§ion=pricing&secure%5Bexpires_at%5D=2026-06-26+06%3A59%3A17+-0500&secure%5Bsession_id%5D=b466cb69-fc2e-4884-a667-47d771467019&secure%5Btoken%5D=5c454d044d3621f6bf3c5f94bae8b7950fde1c02cdc0b95ba7f70d659b5d1477&format=llm_user) ## TheLoops Features **Platform** - Health Score - Customer Profiles - Notifications **Customer Support** - Text - Speech - Knowledge Base **Predictions** - Service Quality Assurance - Analytics - Revenue Impact - Artificial Intelligence - Sentiment - Retention **Automation** - Ticket Resolution - Customization - Intelligent Routing **Artificial Intelligence** - Learning - Language - Conversational AI **Generative AI** - AI Text Generation - AI Text Summarization **Customer Query Resolution - AI Customer Support Agents** - Automated Ticket Resolution - Contextual Response Generation - Sentiment Analysis - Knowledge Base Utilization - Multilingual Support **Agentic AI - AI Agents** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Customer Interaction Automation - AI Customer Support Agents** - Proactive Customer Outreach - Feedback Collection - Escalation Handling - Workflow Optimization **Automation** - Customer Interaction Automation - Feedback Collection - Document Processing **Autonomy** - Independent Decision Making - Adaptive Responses - Task Execution - Problem Solving ## Top TheLoops Alternatives - [TeamSupport](https://www.g2.com/products/teamsupport/reviews) - 4.4/5.0 (877 reviews) - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) - 4.4/5.0 (6,961 reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - 4.3/5.0 (6,627 reviews)