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Looph

Use case

A shared feedback system for enterprise CS and product

Give enterprise CSMs a structured way to log customer asks and prove they're heard — without another spreadsheet or QBR slide.

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Steps in the loop
4
Members
Unlimited
To first board
< 10 min
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The problem

What this usually looks like today

CSMs collect asks in QBR notes, CRM fields and private docs that product never sees. At renewal time, a customer asks 'whatever happened to that thing we requested a year ago?' and nobody has an answer. Enterprise accounts churn over feedback that was real but invisible.

The loop

How Looph handles it

Four moves, one workspace — no re-entry between them.

  1. 01Give an enterprise account its own private board, open only to that customer's email domain or named people, or use a shared board and tag each request with the account. CSMs log requests there as they come up in calls.
  2. 02CSMs follow the posts their accounts care about and are notified as the status moves from Planned to In progress to Complete, without pinging product. The customer's own people sign in to vote.
  3. 03Publish changelog entries linked to the requests they ship. Each entry has its own page a CSM can link in a QBR or renewal deck, and everyone who voted is told it shipped.
  4. 04On Growth and Business, use points, streaks, levels and the leaderboard to see which customer users take part most, and find champions for reference calls.

A worked example

A CS team preparing for renewals

An illustrative team, not a customer story. Every step uses features described in the docs.

A customer success team of eight looks after forty enterprise accounts. Before each renewal call, a CSM needs to know what the account asked for this year and what happened to it.

Requests go onto a board as they come up in calls: the CSM posts the request, tags it with the account, records in an internal note who asked and when, and sends the customer's contacts the link so they can vote. Accounts that cannot post publicly get a private board, open only to their email domain or the people added to it. The account tags show product which accounts sit behind each request, and on Growth and above the Segment integration adds each voter's company, plan and MRR.

When a request ships, the linked changelog entry notifies everyone who voted, including the customer's own users, and the CSM walks into the renewal with a record of what was asked and what shipped. A private board for each of forty accounts needs Business ($179/mo), which has no limit on boards or tracked voters and adds a 365-day audit log and an admin IP allowlist for procurement's questions. Single sign-on for the CS team is not available yet.

Questions

Frequently asked

Yes. With the Chrome extension, a CSM who is an admin, or has been given the People permission, can file the request under the customer's name, adding them by email if needed. A vote counts only for the person who casts it, so the customer's colleagues still vote themselves. If the customer later posts the same request, merge the two: votes, comments and followers move onto one post.

Yes. Make the board private and add that customer's email domain (for example @acme.com) to its allowlist, or add named people by email, who get an access email. Your own workspace members can see it too; nobody else can.

Not per person. Each plan includes a number of tracked voters (100 on Free, 1,000 on Starter, 10,000 on Growth and unlimited on Business), and stakeholders who vote count toward it. If new accounts take you past your plan's limit, you move up a plan; there is no per-user charge.

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