Capturing customer feedback has become one of the key drivers of long-term growth. It helps understand your customers’ expectations and pain points, improve your product, and identify new revenue streams.
Asking for feedback can keep customers from churning, reinforces the positive feelings they might already have about your brand, and makes them more likely to buy from you (even when they do not take part in the survey).
However, collecting customer feedback can quickly become overwhelming, especially when you have thousands of customers and numerous channels to connect.
The solution? Zonka Feedback!
Zonka Feedback is an omnichannel experience management platform that makes capturing feedback from customers and employees effortless. It helps you measure Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES) using surveys. You can also capture website experience, run product surveys, measure employee satisfaction, and conduct offline surveys.
Zonka Feedback brings all the customer surveys in one place, enabling you to analyze the feedback and determine if it is improving over time. You can compare NPS, CSAT, and CES and understand how happy your customers are and how you can further enhance your services.
Let’s dig deeper into what Zonka Feedback is and how it can help you understand your customers better with tailored surveys.
About Zonka Feedback
Zonka Feedback is a plug-n-play software that helps you capture customer feedback and experience. You can set up real-time email alerts and Slack notifications to loop relevant team members based on customer feedback to address them quickly.
You can conduct surveys, measure NPS, CSAT, CES, and run polls & quizzes across all these channels. In addition, Zonka Feedback allows you to capture customer feedback on your website, email, SMS, and offline stores.
Zonka Feedback has 100+ ready-to-use templates, 40+ question types, themes, and more to help you create surveys quickly and easily. In addition, you can customize the questions, create if/else logic, and even change the survey language.
Another plus point of Zonka Feedback is that it provides in-depth real-time reports with graphs to help you analyze the responses. You can also schedule reports to be sent on your email daily, weekly, or monthly.
Zonka Feedback is built for both small and large enterprises alike. It has different plans based on the most likely usage of businesses. But, irrespective of the plan you choose, you’ll get almost all the features you need to make your business customer-centric.
Zonka Feedback has a presence in more than 30 countries, has 2k+ global clients, is available in 30 languages, and hosts more than one million surveys per month.
That said, let’s dig deeper into the features of Zonka Feedback to understand why it’s a must-have business asset.
Key Features of Zonka Feedback
Zonka Feedback is a low-touch SaaS platform with high-touch client engagement through 24/7 live chat support. But that’s not it. Zonka Feedback has several features that make it better than other feedback management platforms. Let’s take a look at them.
1- Easy to Use Survey Builder
The drag-and-drop builder of Zonka Feedback allows even non-technical professionals to create advanced, custom surveys in no time. The best part about Zonka Feedback is that it follows a use-case-based onboarding process.
Here’s how it works.
When you log in to Zonka Feedback, you can choose what and how you want to capture customer feedback. You can choose from CX metrics, email experience, website feedback button, website or in-app survey, offline experience, mobile data collection, SMS and link survey, general survey, quiz, or poll.
The next step is to choose the use case. As soon as you do that, you will be redirected to the template page. You can then choose from hundreds of pre-built templates and questions to run the survey. You can choose which questions are mandatory to answer and which ones reviewers can skip. Also, Zonka Feedback allows you to customize the look and feel of the survey to match your brand’s personality.
With Zonka Feedback, you can even conduct an employee survey to understand how happy your staff is and if they have any suggestions to increase job engagement. You can run employee surveys via Slack or email as you find feasible.
2- Logic and Variables
Personalize your survey for different people (as per their responses) using logic to better understand how they perceive your brand.
Here’s an example. Suppose you want to know what people think of your product’s design. So you can create a survey that asks:
- The product has an intuitive and easy-to-use interface (with options agree, strongly agree, neutral, disagree, and strongly disagree).
- Based on your experience with our product, how likely are you to recommend our company to a friend or colleague?
- Please add any additional feedback on how we can improve our product.
In this survey, you might not want people who disagree or strongly disagree with the first question to be served with the second one. That’s because people who don’t like your product will probably not recommend it to their friends.
That’s where logic comes into play. Zonka Feedback’s logic feature allows you to set conditions on when (or if) to hide/show any question based on the previous response.
Similarly, variables allow you to link each survey with a customer without hampering the user experience. For example, if you’re a restaurateur, you can create surveys for food delivery orders asking, “how was your food?” In the backend, Zonka Feedback will link the survey with the dish the customer had ordered.
This eliminates the need to ask repetitive questions like what or when you ordered while giving you accurate information.
3- Multiple Distribution Channels
Zonka Feedback enables you to run surveys and capture customer feedback on multiple channels. You can distribute your surveys on:
Website
Understand your visitor’s experience by running surveys on your website. There are five ways you can run surveys on your website using Zonka Feedback.
- Link: It allows you to create a survey link or QR code and post it anywhere.
- Popup: Launch surveys in a popup window on specific pages on your website or based on certain triggers.
- Feedback Button: Launch surveys from the side tab on a button click or by setting triggers.
- Custom Button: Add a feedback button anywhere on your website to open the survey.
- Embed: Display the survey in line with your website content by embedding it.
Emails
You can download the Zonka Feedback email template on your email marketing platform to send surveys via email.
There are three ways you can send surveys via email.
- First, generic emails where users get the link to the survey in the email body.
- Second, in the embedded form, in which users can respond directly without going to an external page.
- Third, as a link in your email signature.
SMS
Send an SMS to all your customers with a link to the survey to capture their feedback. You can also schedule the SMS to send at a specific time.
Offline and kiosks
Run offline surveys in your brick-and-mortar store by downloading Zonka Feedback’s Android, iOS, and iPadOS apps. You can even capture customer feedback without the internet using Zonka Feedback’s mobile app.
4- Workflow Automation
Create automated workflows to save time while still making the most of every feedback.
You can email respondents to inform them that you have noted their feedback. Depending on the response, you can even let your team know the next steps (e.g., connect with the respondent to better understand their problems).
You can also add response tags (important, need attention, etc.), add a task, and create escalation alerts to close the feedback loop quickly. Additionally, ‘Actions’ allow you to automate all these processes, right from tagging to creating a task and/or escalations and notifications so you and your team can prioritize your customers’ needs and grievances.
Furthermore, Zonka Feedback lets you add/remove the respondents from one contact list to another or send them another survey (via email and SMS) to get more insights.
5- Robust Reporting and Analytics
No matter how many surveys you run or if there are thousands of respondents, Zonka Feedback provides actionable insights to help you get the most out of your efforts.
Here’s what Zonka Feedback has to offer:
Dashboard: It provides a quick summary and analysis of responses and customer experience metrics. You can visualize the results via graphs, bars, or pie charts. You can customize the dashboard as per your requirements to get the necessary insights on the go to make data-driven decisions.
Response Insights: It gives you in-depth information about all the responses, including the number of reactions and CX metrics.
Location Insights: Know where your customers are from and what they think of your brand by analyzing the location reports.
Response Inbox: Analyze the detailed comments by your customers in one place. You can even categorize the responses based on custom tags to make finding necessary comments easier for your team.
Trends Report: Compare the survey responses and understand how metrics have changed over time to determine if your strategies are working. If not, create new strategies to enhance customer experience.
Text Analytics: Identify the most common words and phrases your customers use, and leverage Zonka Feedback’s ‘word cloud’ as a reference to generate content that resonates with your customers and drives your marketing campaigns for better results.
6- Closing Feedback Loop
When you’re putting so much effort into capturing customer feedback, you’d also want to act on suggestions, close the feedback loop, and improve the overall experience.
Here’s how Zonka Feedback helps you close feedback loops:
- It sends real-time notifications to enable your team to act in time to resolve customer issues.
- You can create tasks and assign employees to follow up on issues.
- It lets you write additional comments on feedback that your team can use as a reference.
- The reports and response inbox help recognize recurring issues, enabling you to work on them and prevent customer churn.
- You can keep the customer in the loop by sending them updates about their problems.
7- Alerts and Notifications
You don’t need to spend hours going through customer feedback and analyzing surveys every day.
Zonka Feedback allows you to set up real-time email and SMS feedback alerts for every response. This enables you to take instant action and enhance customer engagement. You can also choose to alert multiple employees together to further improve the resolution time.
Additionally, you can schedule daily, weekly, and monthly feedback reports with a detailed summary of survey results, customer satisfaction scores, etc.
8- API and Integrations
Zonka Feedback has numerous pre-built third-party integration options. You can integrate it with leading CRMs, MarTech, SalesTech, Helpdesk software, and other automation tools. It also supports API and webhooks for custom integrations.
This helps you streamline your business processes and get the most out of your investment. For instance, with CRM integration, you can autofill customers’ responses beside their contact information to empower your team to give a personalized service to every individual (without juggling between tools).
Another benefit of Zonka Feedback integrations is that it allows you to send surveys automatically based on triggers, such as when a customer receives their order, a ticket is closed, etc.
You can integrate Zonka Feedback with as many as 1400 tools using Zapier. Isn’t that amazing?
Last but not least, Zonka Feedback gives you complete control over who can access what kind of data. You can invite users and choose the role they’d have in the platform.
You can choose from:
- Administrator: They will have full access to the Zonka Feedback platform. They will be able to create surveys, check the existing and past surveys, analyze the reports and response inboxes, assign tasks, and respond to survey responses.
- View and Respond: It allows you to assign tickets to your team members. However, they can only view and respond to responses or feedback that they’ve been assigned to. They cannot access responses related to other surveys or change the settings.
- View Only: It gives users the ability to view the reports and responses. However, they cannot add tasks, notes, or respond to the feedback. They can also not download or export the data.
Real-world use cases:
- Administrator: The management team would want complete control over the feedback they receive or surveys they create.
- View and Respond: You can assign feedback to specific employees based on their roles and let them know what to do. For instance, if you have multiple products and the feedback is related to one product, you can assign the employee working on it to address the customers’ responses better.
- View: Perfect for managers who want to see how customers feel about their product or services and identify areas for improvement.
Zonka Feedback Pricing
Zonka Feedback has one of the most aggressive pricing in the industry. Even the basic business plan allows you to create white-labeled (and multilingual) surveys and offers advanced reporting options. Besides, you can capture unlimited online responses from across channels. You can also customize the surveys, send up to 10,000 emails per month, and take feedback from 100,000 website visitors each month.
Moreover, you get a 15-days free trial (without any credit cards). Unlike other survey and feedback platforms, Zonka Feedback gives you access to all the features. This allows you to test the system extensively before committing.
Our Final Verdict
As a plug-n-play software, Zonka Feedback enables you to get the most out of the tool from day one. It is packed with robust features that make capturing customer feedback across channels in a personalized way effortless. It also empowers you to close the feedback loop by assigning tasks to your employees and for improving customer engagement.
Furthermore, Zonka Feedback’s actionable and customizable reports and dashboard provide valuable insights that you can use as a manager or CXO to take data-driven strategic decisions and improve the customer experience.
Coupled with pre-built third-party integrations with leading CRMs, MarTech, and other tools, Zonka Feedback, because of its quick integration, aggressive pricing, and above all, a comprehensive feedback ecosystem, definitely gives tough competition to other survey and feedback tools in the market.
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