G2

Maggie W.

Senior Program Manager, Support Operations

Mid-Market (51-1000 emp.)

4/11/2025

"Powerful tool for our Technical Support team."

4/5

What do you like best about IFS Loops?

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. Review collected by and hosted on G2.com.

What do you dislike about IFS Loops?

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. Review collected by and hosted on G2.com.

What problems is IFS Loops 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. Review collected by and hosted on G2.com.