Analytics · Prescriptive
Closed-Loop
Turn customer feedback into tracked action with outcome attribution, so every service breakdown becomes a resolved case and a repeatable improvement rather than a one-off save.
What it does
Resolve dissatisfaction before it costs loyalty.
Detect breakdowns early
Trigger rules watch complaint trends, NPS dips, CSAT scores, and resolution delays to open a case the moment a journey breaks down.
Route by segment and severity
Routing rules assign each case to the right owner based on severity, source, and customer value, so high-risk breakdowns reach the right team first.
Resolve with playbooks
Recovery templates and playbooks give frontline teams a consistent, segment-appropriate response that restores trust without slow escalation.
Attribute recovered outcomes
Outcome tracking links each closed case to recovery rate, time-to-resolve, and revenue saved, so you can prove which actions rebuild loyalty.
How it works
Detect
Identify service breakdowns from feedback, complaints, NPS dips, and escalation triggers across every channel and touchpoint.
Classify
Tag each case by theme and severity using text analytics, agent notes, and resolution codes, so you know what actually broke.
Route
Assign cases to the right owner and recommend a recovery playbook by segment, severity, and customer value.
Track impact
Measure recovery rate, time-to-resolve, and post-recovery NPS to confirm the response restored satisfaction and protected revenue.
Close the loop
Feed recovered outcomes back into upstream fixes that reduce issue volume and recurrence over time.
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Run it continuously, on web and mobile
- Real-time issue detection across journeys and feedback
- Customer-level recovery prioritization
- Action tracking and outcome monitoring
- Save-rate and recovery performance measurement
- Continuous optimization of recovery workflows
What you get
Breakdowns by theme
Recovery themes ranked by revenue saved, so you see which failure types cost and recover the most.
Recovery outcomes
The headline KPIs: recovery rate paired with revenue saved, attributing restored trust to dollars protected.
SLA compliance
A live read on active cases against their severity SLA window, so teams act before a breakdown becomes churn.
Owner leaderboard
Case owners scored by recovery rate and dollars saved, so you see who closes the loop most effectively.
Market reality
Why this matters now
Common
questions
What is Closed-Loop? +
A structured response to service failures that detects breakdowns, classifies root causes, recommends the right response, and tracks whether it restored the relationship.
How are breakdowns detected? +
Trigger rules analyze complaint trends, NPS dips, CSAT scores, and resolution delays to flag recurring or high-severity issues in real time, opening a case automatically.
Who uses it? +
Customer service, CX, and operations leaders who own resolution and retention, especially where complaint handling and at-risk recovery protect revenue.
How does it improve retention? +
By routing the right response quickly and tracking which actions restore satisfaction, you reduce repeat contacts and rebuild loyalty, with outcomes attributed to dollars saved.