Product Overview of Zonka Feedback
Zonka Feedback is a comprehensive Customer Feedback and Experience Management Platform designed to help businesses capture, analyze, and act on customer feedback to enhance their customer experience (CX) strategies.
What Zonka Feedback Does
Zonka Feedback is an AI-driven platform that enables businesses to collect feedback from various channels, analyze the insights, and drive growth by improving customer satisfaction and loyalty. It is tailored for different teams within an organization, including business owners, customer success and service teams, product teams, human resource teams, marketing teams, and digital transformation teams.
Key Features and Functionality
Multichannel Feedback Collection
Zonka Feedback allows businesses to collect feedback through multiple channels such as email, SMS, web widgets, microsurveys, mobile apps, live chat, kiosks, and offline survey apps. This versatility ensures that feedback can be gathered at every touchpoint, whether online or offline.
Customizable Surveys
The platform offers the ability to create stunning, interactive, and branded surveys using AI or expert templates. Surveys can be customized to fit specific business needs, translated into multiple languages, and include various question types such as rating scales, emoticons, drop-downs, and comment boxes. There are also over 40 ready-to-use templates for different industries and metrics like NPS, CSAT, and CES.
Automated Distribution and Workflows
Zonka Feedback automates the distribution of surveys through integrations with CRM, helpdesk systems, and user segments. It also allows for the setup of automated alerts and workflows using a workflow designer, ensuring that feedback is acted upon promptly and efficiently. This includes triggering surveys via APIs, CRM, and helpdesk integrations, or manually.
Real-Time Analytics and Reporting
The platform provides real-time analytics and reporting to help businesses understand customer sentiments, detect key themes and entities, and prioritize improvements. It offers detailed reports, including survey-based reports, location-based reports, and team performance reports. Users can drill down into responses, compare data across different time periods or locations, and schedule automatic reports.
AI-Driven Insights
Zonka Feedback leverages AI to analyze customer sentiments, detect key themes, and provide actionable insights with minimal supervision. This eliminates the need for manual data analysis and helps in identifying key drivers and trends through real-time reports and dashboards.
Feedback Management and Collaboration
The platform allows for efficient feedback management, enabling teams to collaborate on feedback, assign tasks, add internal notes, and track activities. It also supports the conversion of feedback into tasks and allows direct communication with customers from within the platform.
Integration and Compliance
Zonka Feedback seamlessly integrates with over 20 native integrations, including Salesforce, MS Dynamics, Intercom, HubSpot, Zendesk, and over 1000 more via Zapier. The platform is ISO 27001:2022 certified, GDPR and HIPAA compliant, ensuring robust security and data protection. It also offers flexible data hosting across multiple global data centers and supports single sign-on and user controls to manage roles and access levels.
Additional Capabilities
- Offline Survey Support: Collect feedback even without an internet connection.
- Feedback Widgets and In-App Surveys: Capture real-time insights to continuously improve knowledge bases and other resources.
- Customization and Branding: Customize email text, add logos, colors, and signatures to surveys and feedback forms.
- Response Tracking: Track emails and SMSes sent, delivered, opened, and responded to in real-time.
- Collaboration Tools: Use filters, tags, and internal notes to manage and collaborate on feedback efficiently.
In summary, Zonka Feedback is a powerful and user-friendly platform that helps businesses capture, analyze, and act on customer feedback across multiple channels, driving continuous improvement and enhancing customer experience.