TheLoops is an AI-native support operations platform designed to transform customer support into a strategic asset. It helps companies go beyond traditional ticketing by offering real-time insights, proactive support management, and deep integrations with customer and product data.
Built for modern SaaS and tech teams, TheLoops brings AI-driven diagnostics, sentiment analysis, risk detection, and collaborative workflows directly into the support ecosystem. The goal is not just to resolve tickets—but to understand, predict, and act on what customer issues really mean for the business.
Features
Real-Time Support Analytics
Gain a live view of your support operations with real-time dashboards, ticket trends, and product usage insights.
AI Ticket Triage and Prioritization
Automatically prioritize tickets based on urgency, sentiment, customer risk, and business impact.
Customer Health and Risk Detection
Flag at-risk accounts using a combination of support data, product telemetry, and AI-driven analysis.
Product Usage Correlation
Link support issues to product events—like usage drops, error logs, or integration failures—to pinpoint root causes faster.
Agent Assist with GenAI
Give agents real-time AI suggestions, ticket summaries, and next-best actions using generative AI tools.
Slack and Collaboration Integrations
Loop in product, engineering, or CX teams with contextual updates inside Slack or other team tools.
CSAT and Sentiment Analysis
Understand how customers really feel, even before they submit a survey, through NLP-based sentiment scoring.
Workflow Automation
Trigger workflows based on ticket categories, customer attributes, or usage data—e.g., alert CSMs or create engineering tickets automatically.
CRM and Ticketing System Integrations
Seamlessly integrates with Zendesk, Salesforce, Intercom, Freshdesk, Gainsight, Jira, and more.
How It Works
Connect Your Tools
Integrate TheLoops with your support stack—Zendesk, Intercom, Slack, Salesforce, and product data sources.Enable Data Ingestion
TheLoops pulls in ticket data, customer profiles, telemetry events, and CSAT responses.Let AI Do the Work
The platform applies machine learning to triage tickets, detect patterns, and correlate support data with product behavior.Collaborate Across Teams
Use Slack, Notion, or Jira to escalate or investigate deeper issues with product and engineering teams.Take Action Proactively
Set alerts, trigger playbooks, or escalate risks before customers churn—turning reactive support into proactive care.
Use Cases
Customer Support Teams
Prioritize high-impact tickets, reduce resolution times, and improve satisfaction with AI-powered insights.
Customer Success Managers
Get notified when key accounts show signs of risk, negative sentiment, or increased ticket volume.
Product Teams
Identify recurring product issues and correlate customer complaints with feature usage or outages.
Operations and RevOps
Monitor support metrics in real time and understand how support impacts churn, expansion, and retention.
Executive Leadership
Use analytics and customer health data to inform business strategy, roadmap decisions, and account management.
Pricing
As of June 2025, TheLoops offers custom pricing based on team size, integrations, and support volume. Pricing typically depends on:
Number of support agents and users
Volume of tickets and data sources
Required integrations and API access
Advanced features such as GenAI Agent Assist
You can request a demo or pricing quote directly from their sales team at theloops.io/contact.
Strengths
Purpose-Built for SaaS: Deep focus on support operations in subscription-based businesses.
Real-Time Risk Detection: Quickly flags accounts or customers that need attention.
AI That Understands Context: Combines data from multiple sources for actionable insights.
Collaboration-Friendly: Built-in Slack integration and ticket sync make cross-team work seamless.
Customizable and Scalable: Adapts to different workflows, from startups to enterprise-scale teams.
Drawbacks
No Public Pricing: Custom pricing may be a barrier for smaller teams exploring options.
Learning Curve: Full value may require configuration and internal alignment between support, product, and ops.
Dependent on Integrations: Best performance depends on full integration with data tools and ticketing systems.
Comparison with Other Tools
TheLoops vs. Zendesk Explore
Zendesk Explore offers reporting but lacks AI-based ticket triage and product-data correlation. TheLoops adds proactive intelligence and real-time risk detection.
TheLoops vs. Intercom
Intercom is a communication platform; TheLoops augments existing tools like Intercom with operational intelligence and diagnostics.
TheLoops vs. Gong (for Support)
While Gong is for revenue teams, TheLoops brings the same intelligence layer to customer support and product operations.
Customer Reviews and Testimonials
“TheLoops transformed how we think about support—it’s no longer just ticket resolution, it’s a growth lever.”
– Director of Support, B2B SaaS Company
“Our CSMs now get proactive alerts when accounts show signs of risk—even before the customer complains.”
– VP of Customer Success, Fintech Platform
“I finally have a clear, live view of what’s happening in support without digging through dashboards.”
– Head of Operations, Startup
Conclusion
TheLoops goes far beyond a typical support analytics tool. By integrating AI, product telemetry, and real-time sentiment analysis, it empowers support and success teams to operate with foresight, not just hindsight. It’s ideal for SaaS companies that want to turn support into a proactive, strategic part of their business.
Whether you’re scaling your customer experience or trying to retain key accounts, TheLoops gives you the operational intelligence to act before it’s too late.
