Zonka Feedback - Detailed Review
Customer Service Tools
Zonka Feedback - Detailed Review Contents
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Zonka Feedback - Product Overview
Primary Function
Zonka Feedback is designed to help businesses capture and make sense of customer interactions. It enables companies to create and distribute surveys, collect feedback through various channels, and analyze the data to improve customer satisfaction and build stronger relationships.Target Audience
This platform is suitable for a wide range of businesses, from startups to growing enterprises, across multiple industries such as hospitality, healthcare, finance, retail, and airlines. It is also useful for gathering insights from other target groups like employees, visitors, and patients.Key Features
Survey Creation and Distribution
Zonka Feedback allows you to create stunning, branded surveys using AI or expert templates. You can translate surveys into multiple languages and ask follow-up questions. Surveys can be distributed through multiple channels including email, SMS, web widgets, microsurveys, mobile apps, live chat, kiosks, and offline survey apps.Automation
The platform automates many processes, such as triggering surveys based on integrations and user segments, and implementing closed-loop actions using a workflow designer. This automation helps in streamlining CX operations and reducing manual work.User Segmentation
Zonka Feedback offers user targeting and segmentation features, allowing you to classify your audience into static or dynamic segments. This helps in developing targeted marketing and sales strategies, ensuring that the right surveys reach the right people at the right time.Real-Time Insights and Analytics
The platform provides real-time reports and analytics, enabling you to analyze customer sentiments, detect key themes and entities, and prioritize improvements with AI-driven precision. You can drill down into responses, compare them, and schedule automatic reports to identify key drivers and trends.Integration
Zonka Feedback seamlessly integrates with various CRMs, helpdesks, and marketing tools, including over 20 native integrations like Salesforce, MS Dynamics, Intercom, HubSpot, and Zendesk. It also supports integrations via Zapier, APIs, and webhooks.Security and Compliance
The platform is ISO 27001:2022 certified and compliant with GDPR and HIPAA, ensuring the security and integrity of customer data. It also offers single sign-on and user controls to manage roles and access levels.Conclusion
In summary, Zonka Feedback is a user-friendly, scalable platform that helps businesses collect and analyze customer feedback effectively, making it easier to build stronger customer relationships and drive business growth. Zonka Feedback - User Interface and Experience
User Interface Overview
The user interface of Zonka Feedback is highly praised for its simplicity, intuitiveness, and visual appeal. Here are some key aspects that highlight its ease of use and overall user experience:Visual Appeal and Survey Builder
Zonka Feedback offers a modern and visually pleasing survey builder that makes creating surveys an enjoyable process. The interface is described as professional, smooth, and effective, with a minimalistic yet powerful design for designing feedback forms.Ease of Use
Users find the software extremely user-friendly. The survey builder is easy to use, even for those without technical expertise, as it allows for click-to-create customization without the need for coding. The templates provided are highly useful as a starting point for creating surveys, complete with lists of questions and sequences to help build a good survey.Customization and Automation
The platform allows for customizable surveys with logic actions, enabling users to create surveys that adapt based on the responses received. Automation features are also a highlight, allowing users to trigger surveys via various integrations, user segments, and workflow designers, making manual operations obsolete.Feedback Collection and Reporting
Zonka Feedback enables effortless collection of feedback through multiple channels such as email, SMS, web widgets, microsurveys, mobile apps, live chat, kiosks, and offline survey apps. The reporting feature is particularly commendable, providing detailed and real-time reports with just one click. Users can drill down into responses, compare them, and schedule automatic reports, all in one place.Integration Capabilities
The software integrates seamlessly with a wide range of CRMs, helpdesks, and marketing tools, including Salesforce, MS Dynamics, Intercom, HubSpot, and Zendesk, among others. This integration capability is highly valued by users, although some have noted that more detailed instructions for certain integrations would be beneficial.Support and Assistance
The support team at Zonka Feedback is highly responsive and helpful. Users have reported positive experiences with the support team, who assist and guide them through any issues they encounter, ensuring a smooth user experience.Additional Features
Features like offline survey collection, which can be installed on touchscreens or iPads for kiosk-based feedback, are unique and highly appreciated. The AI-driven feedback analysis, including sentiment analysis and topic identification, further enhances the user experience by providing actionable insights with minimal supervision.Conclusion
Overall, Zonka Feedback’s user interface is praised for its ease of use, intuitive design, and the comprehensive features it offers, making it a reliable and effective tool for customer feedback collection and analysis. Zonka Feedback - Key Features and Functionality
Zonka Feedback Overview
Zonka Feedback is a comprehensive customer feedback and survey platform that integrates advanced AI features to enhance customer service and feedback management. Here are the main features and how they work:Collecting Customer Feedback
Zonka Feedback allows businesses to collect feedback through various survey tools, including Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES) surveys. These surveys can be distributed via multiple channels such as email, SMS, web, and mobile apps. The platform also supports offline survey collection, ensuring feedback can be gathered even without an internet connection.Customizable Surveys
Surveys can be customized to meet specific business needs. You can use AI or expert templates to build smart surveys and brand them according to your requirements. Surveys can also be translated into multiple languages, making it easier to gather feedback from a diverse customer base.Multi-Channel Distribution
Surveys can be sent through various channels, including email, SMS, web widgets, and mobile apps. This multi-channel approach ensures that you can reach your customers at different touchpoints, increasing the likelihood of receiving feedback.Real-Time Analytics and Reporting
The platform provides real-time analytics and reporting, allowing you to understand customer sentiments and feedback instantly. You can view responses in the dashboard and response inbox as they happen and sync the data in real-time. Advanced filters enable you to view specific responses, such as those with comments or filtered by date.AI-Driven Insights
Zonka Feedback 3.0 introduces several AI-driven features that enhance feedback management. These include:AI Themes and Classification
Identifying critical patterns and trends in feedback to enable more aligned and strategic responses.AI Smart Summaries
Condensing complex feedback into digestible insights for quick decision-making.AI Entity Recognition
Pinpointing and categorizing key details like product names and locations within the feedback.Advanced AI Reporting
Accessing comprehensive, actionable reports that guide decisions with more precision.Feedback Management and Alerts
The platform allows you to manage and track feedback efficiently. You can set up automated alerts for specific feedback, such as low scores, to take immediate action. Tasks can be assigned to team members, and internal notes can be added for individual feedback. Tags can be used to mark responses as urgent or flag them for easy filtering.Integration and Automation
Zonka Feedback integrates seamlessly with various tools and platforms, including CRMs (like Salesforce, MS Dynamics), helpdesks (like Zendesk, Freshdesk), and marketing tools (like HubSpot, MailChimp). It also supports integration with Zapier and Make, allowing for custom integrations using APIs and Webhooks. This integration enables automated processes such as scheduling appointments and collecting feedback.Product Feedback and Surveys
The platform offers a Product Feedback Tool that allows you to create and launch in-product surveys with minimal coding. You can trigger surveys manually by events or set targeting based on device, page, and specific user segments. Features include sentiment analysis, theme detection, and topic identification, all driven by AI to enhance the user experience.Reporting and Analytics
Zonka Feedback provides powerful reporting features, including snapshot reports, response insights, location insights, team performance reports, and trends reports. You can also perform text analytics to make sense of open-ended responses and unstructured data. Reports can be saved with applied filters, scheduled, or exported to PDF.Collaboration and Communication
The platform facilitates collaboration by allowing you to add tasks for each feedback and assign them to team members. You can also add internal notes and tags to responses, making it easier for the team to reference and act on the feedback. Additionally, you can directly email customers from within the platform, and the emails are saved with their feedback responses. By leveraging these features, Zonka Feedback helps businesses collect, analyze, and act on customer feedback more effectively, leading to improved customer satisfaction and streamlined operations. Zonka Feedback - Performance and Accuracy
Evaluating Zonka Feedback in Customer Service Tools
Evaluating the performance and accuracy of Zonka Feedback in the Customer Service Tools AI-driven category involves examining its key features, user feedback, and identified limitations.
Performance
Zonka Feedback is praised for its ability to collect, analyze, and act on customer feedback effectively. Here are some highlights:
- Customizable Surveys: The platform allows businesses to create surveys that fit their specific needs, using various tools such as NPS, CSAT, and CES surveys. These surveys can be distributed via multiple channels, including email, SMS, web, and mobile apps.
- Real-Time Analytics: Zonka Feedback provides real-time analytics and reporting, enabling businesses to quickly grasp customer sentiments and take immediate action. The AI-driven analytics, particularly the AI Sentiment Analysis and AI Sentiment Reports, help in transforming open-ended feedback into actionable insights.
- Multi-Channel Feedback Collection: The ability to collect feedback through various channels ensures comprehensive coverage and enhances the accuracy of the feedback gathered.
- Automated Alerts: The system allows for setting up alerts for specific feedback, enabling prompt responses to critical customer issues.
Accuracy
The accuracy of Zonka Feedback is largely supported by its AI-driven features:
- AI Sentiment Analysis: This feature accurately detects customer emotions, sentiments, intents, and urgencies from open-ended responses, providing clear insights into customer experiences.
- AI Sentiment Reports: These reports analyze feedback to reveal sentiment trends and emotional drivers over time, helping businesses identify recurring pain points and key moments that delight customers.
User Feedback and Engagement
Users generally appreciate Zonka Feedback for its effectiveness in enhancing customer engagement strategies. Here are some positive points:
- User-Friendly Interface: Many users find the interface user-friendly, which simplifies the process of collecting and analyzing feedback.
- Integration Capabilities: The platform integrates well with other tools, such as Twilio and Freshdesk, making it easy to automate surveys and follow-ups.
Limitations and Areas for Improvement
Despite its strengths, there are some areas where Zonka Feedback could improve:
- Limited Data Analytics: Some users find the data analytics to be average and not fully meeting their organizational needs, suggesting a need for more advanced analytics capabilities.
- Software Intuitiveness: A few users report that the software is not intuitive and can be difficult to navigate, despite its many features.
- Limited Customization Options: Users would appreciate more customization options, including design elements like colors and fonts.
- Integration Issues: There have been reports of problems with integrations, particularly with HubSpot, indicating a need for more detailed instructions or smoother integration processes.
- Lack of Undo Option: The absence of an undo option can lead to loss of work if something is accidentally deleted.
In summary, Zonka Feedback performs well in collecting and analyzing customer feedback with its AI-driven tools, but there are areas such as data analytics, user interface intuitiveness, and customization options that could be improved to better meet user needs.
Zonka Feedback - Pricing and Plans
Zonka Feedback Pricing Overview
Zonka Feedback offers a structured pricing plan that caters to various business needs, especially in the customer service and feedback collection domain. Here’s a breakdown of their pricing structure and the features included in each plan:
Free Plan
- This plan is ideal for small businesses or individuals looking to explore the platform.
- Features include:
- Collecting feedback via web, email, and links
- One user
- Survey branding
- Unlimited surveys and questions
- Creation of surveys using AI or templates
- NPS, CSAT, and CES metrics
- Capture partial responses
- Reporting and analytics.
Starter Plan
- Priced at $49 per month (or $29 if billed yearly, though this yearly rate might be subject to change).
- Includes:
- Feedback collection through web, email, SMS, WhatsApp, and links
- Three users
- Removal of Zonka Feedback branding
- Multilingual surveys
- AI sentiment analysis
- Survey targeting
- CX workflow automation
- Contact attributes
- Ability to save and schedule reports
- Over 20 integrations with platforms like HubSpot, Intercom, and Zendesk, and 1000 integrations with Zapier.
Growth Plan
- Priced at $199 per month (or $169 if billed yearly).
- Features include:
- Feedback collection via web, email, SMS, WhatsApp, APIs, in-app SDK, and links
- Five users
- White label domain and email
- Advanced AI sentiment analysis
- AI themes
- Survey throttling
- Advanced CX workflow automation
- Closing the feedback loop with a response inbox
- Overtime trends, word cloud, tags
- AI reporting
- Dynamic user segments
- Salesforce add-on and location add-on.
Enterprise Plan
- Custom pricing; contact Zonka Feedback for details.
- Includes:
- Feedback collection through web, email, SMS, WhatsApp, in-app SDK, and links
- Custom user limits
- Yearly response limits
- SSO and custom roles
- Advanced AI sentiment analysis
- Hierarchical themes and entity recognition
- Case management
- Location-based CX and surveys
- Integrations with Salesforce and MS Dynamics
- Webhooks
- Historical data import
- Dedicated success manager
- NDA and signed agreement
- HIPAA compliance.
Free Trial
- Zonka Feedback offers a 14-day free trial for their paid plans, allowing you to explore all the features before committing to a subscription.
Additional Features and Integrations
- Custom integrations are available but may incur an additional one-time cost.
- Non-profits and educational institutions can get a 20% discount on yearly plans.
This structure ensures that businesses of all sizes can find a plan that suits their specific needs and budget.
Zonka Feedback - Integration and Compatibility
Zonka Feedback Overview
Zonka Feedback is a versatile customer experience and survey platform that integrates seamlessly with a wide range of tools and systems, making it a valuable asset for businesses of all sizes.
Integrations with Popular Tools
Zonka Feedback offers out-of-the-box integrations with several popular tools and platforms. Here are some key integrations:
- CRM Systems: Zonka Feedback integrates directly with various CRM systems such as Salesforce, HubSpot, and others, allowing you to sync feedback data and contacts effortlessly.
- Helpdesk Software: Integrations with helpdesk tools like Zendesk and Twilio enable you to trigger surveys after tickets are closed or other specific events, enhancing your customer service processes.
- Communication Channels: You can send surveys and receive responses via email, SMS, web, and mobile apps, ensuring you can reach your customers through their preferred channels.
- Slack: Integrate Zonka Feedback with Slack to send surveys to users and channels, and receive real-time notifications for new survey responses.
- Google Sheets: Automate the process of adding new survey responses to Google Sheets, either to a new or existing sheet.
- MailChimp: Automatically add survey respondents to MailChimp audiences based on specific conditions, mapping fields between Zonka Feedback and MailChimp.
API and Webhooks
For custom integrations, Zonka Feedback provides extensive REST APIs and Webhooks. These tools allow you to trigger surveys based on events in other tools and sync data from Zonka Feedback survey responses to other systems. This flexibility is particularly useful for enterprises needing specific integrations.
Zapier Integration
Zonka Feedback also integrates with Zapier, which expands its integration possibilities to a vast array of applications. This allows you to automate workflows between Zonka Feedback and other tools you use, without needing to develop custom APIs.
Device and Platform Compatibility
Zonka Feedback is compatible across various devices and platforms:
- Mobile Apps: Available on both iOS and Android, these apps are built using native technologies to ensure a reliable and beautiful user experience.
- Offline Surveys: You can collect feedback even without an internet connection, making it suitable for on-premises data capture.
- Cloud Infrastructure: Zonka Feedback uses Amazon AWS cloud infrastructure, ensuring high reliability and security.
Security and Compliance
Zonka Feedback prioritizes data security and compliance, being ISO 27001:2022 certified, GDPR, and HIPAA compliant. This ensures your data is safeguarded at every step, allowing you to scale with confidence.
Conclusion
In summary, Zonka Feedback’s integration capabilities are comprehensive, allowing businesses to connect their feedback management with a wide range of tools and systems, enhancing their ability to collect, analyze, and act on customer feedback effectively.
Zonka Feedback - Customer Support and Resources
Customer Support Options
Real-Time Alerts and Notifications
Multi-Channel Support
Integration with CRM and Helpdesk Tools
Additional Resources
Customizable Surveys and Templates
AI-Driven Feedback Analysis
Real-Time Analytics and Reporting
Feedback Management and Collaboration
Security and Compliance
Data Security
User-Friendly Interface
Easy Setup and Use
Zonka Feedback - Pros and Cons
Advantages of Zonka Feedback
Zonka Feedback offers several significant advantages that make it a valuable tool for businesses looking to improve customer satisfaction and gather actionable insights.
Customizable Surveys
Zonka Feedback allows users to create customized surveys with logic actions, which is highly useful for tailoring surveys to specific business needs. It also provides pre-built templates to help users get started quickly.
Integration Capabilities
The software integrates well with various popular CRM and helpdesk software, such as HubSpot, Zendesk, and Twilio. This seamless integration enhances customer interaction and streamlines operations.
Visually Pleasing and User-Friendly Survey Builder
The survey builder is modern, visually appealing, and easy to use, making the process of setting up surveys enjoyable and intuitive.
Powerful Reporting Feature
Zonka Feedback provides detailed and real-time reports, allowing users to quickly browse through analytics and delve deeper when necessary. This feature is instrumental in helping teams make informed business decisions.
Multi-Channel Feedback Collection
Surveys can be distributed via multiple channels, including email, SMS, web, and mobile apps. Additionally, it supports offline survey collection, ensuring feedback can be gathered even without an internet connection.
Helpful and Responsive Support Team
The support team at Zonka Feedback is highly responsive and helpful, providing quick assistance and guiding users through any issues they encounter.
AI-Driven Feedback Analysis
The platform uses AI for customer feedback analysis, including sentiment analysis, text analysis, and topic identification, which helps in uncovering actionable customer intelligence.
Disadvantages of Zonka Feedback
Despite its many advantages, Zonka Feedback also has some notable disadvantages.
Lack of Undo Option
The software lacks an undo option, which can lead to loss of work if something is accidentally deleted.
User-Friendliness Issues
Some users find the software not intuitive and difficult to navigate, despite its overall user-friendly interface.
Limited Customization Options
While Zonka Feedback offers various features, some users feel that there are limited customization options for responses, such as design choices like colors and fonts.
Limited Data Analytics
Some users find the data analytics provided by Zonka Feedback to be average and not fully meeting their organization’s needs. The platform is noted to have less advanced AI-powered analytics compared to some competitors.
Issues with Integrations
There have been reports of problems with integrations, particularly with HubSpot, where users have noted that the instructions provided could be more detailed.
Limited User Licenses and Pricing
Some users have mentioned limitations with user licenses per subscription and find the pricing to be high, especially given the limited number of user logins included.
By considering these pros and cons, businesses can make an informed decision about whether Zonka Feedback aligns with their customer service and feedback management needs.
Zonka Feedback - Comparison with Competitors
When comparing Zonka Feedback with other AI-driven customer service and feedback tools, several key features and differences stand out.
Zonka Feedback
Zonka Feedback is a comprehensive customer feedback and survey platform that offers a wide range of features to collect, analyze, and act on customer feedback. Here are some of its unique features:- Omnichannel Feedback Collection: Zonka Feedback allows you to collect feedback through various channels such as email, SMS, WhatsApp, website pop-ups, kiosks, in-app surveys, and offline surveys.
- AI-Powered Insights: It provides real-time sentiment analysis, text analytics, and automatic categorization to uncover trends at scale.
- Intelligent Survey Builder: You can build highly customizable surveys with over 100 templates and 30 question types.
- Real-Time Reports & Dashboards: It offers instant feedback monitoring with trend analysis, drill-down reports, and response heatmaps.
- Automated Workflows & Alerts: The platform allows you to assign tasks, trigger follow-ups, and notify teams automatically to ensure prompt action.
- Enterprise-Grade Security: Zonka Feedback ensures compliance with ISO 27001:2022 certification and robust data security measures.
Alternatives and Comparisons
Forethought AI
Forethought AI is best for mid-sized to large enterprises looking to automate and optimize customer support ticketing processes. Here’s how it compares:- Predictive Ticket Routing: Forethought AI intelligently assigns tickets to the most appropriate agents based on ticket content, which is similar to Zonka Feedback’s automated workflows but focused more on ticket management.
- Automated Ticket Resolution: Forethought can automatically resolve tickets for frequently asked questions, a feature that Zonka Feedback does not specifically highlight but does offer through its automated workflows.
Yellow.ai
Yellow.ai is ideal for large enterprises and multinational corporations seeking an omnichannel AI solution. Here are the key differences:- Omnichannel AI Support: Yellow.ai supports engagement across multiple platforms, including social media, messaging apps, and phone-based conversations, similar to Zonka Feedback’s omnichannel feedback collection but with a stronger focus on conversational AI.
- Voice Assistants: Yellow.ai offers AI-powered voice assistants, a feature not explicitly mentioned in Zonka Feedback.
Zendesk AI
Zendesk AI is suitable for large businesses and enterprises needing a scalable, omnichannel AI customer service platform. Here’s how it compares:- AI-Powered Ticket Routing: Zendesk AI automatically assigns tickets to the most qualified agents, similar to Zonka Feedback’s automated workflows.
- AI-Driven Self-Service: Zendesk provides automated knowledge base recommendations and chatbot assistance, which is not a primary focus of Zonka Feedback but can be achieved through its integrations and survey tools.
Freshdesk
Freshdesk, with its Freddy AI, offers a user-friendly interface and AI capabilities for customer service. Here are the key differences:- Auto-triage and Predictive Support: Freshdesk categorizes and assigns tickets automatically and suggests solutions based on past tickets, features that align with Zonka Feedback’s automated workflows and AI-powered insights but are more focused on ticket management.
- Agent Assist: Freshdesk provides context and recommends responses to agents, a feature that Zonka Feedback does not specifically highlight but can be achieved through its real-time analytics and reporting.
Unique Features of Zonka Feedback
- Smart Targeting & Segmentation: Zonka Feedback allows you to deliver surveys based on customer behavior, demographics, and past interactions, which is a unique feature not explicitly mentioned in the other tools.
- Survey Throttling: It prevents survey fatigue by limiting how often customers receive surveys, ensuring higher response rates without overwhelming them.
- Device Tracking & Multi-Location Insights: Zonka Feedback monitors responses across kiosks, tablets, and multiple locations, providing insights into customer experience in real-world settings.
Conclusion
Zonka Feedback stands out with its comprehensive approach to customer feedback collection and analysis, along with its strong focus on actionable insights and automated workflows. While other tools like Forethought AI, Yellow.ai, Zendesk AI, and Freshdesk offer powerful AI-driven customer service features, they tend to specialize more in ticket management, conversational AI, and self-service capabilities. Zonka Feedback’s versatility in collecting feedback across multiple channels and its ability to provide real-time analytics make it a strong choice for businesses seeking a holistic customer feedback solution. Zonka Feedback - Frequently Asked Questions
Frequently Asked Questions about Zonka Feedback
What is Zonka Feedback and what does it do?
Zonka Feedback is a comprehensive customer feedback and survey platform that helps businesses collect, analyze, and act on customer feedback. It offers features such as customizable surveys, real-time analytics, and multi-channel distribution to gain actionable insights and improve customer satisfaction.How can I distribute surveys using Zonka Feedback?
You can distribute surveys through various channels, including email, SMS, websites, mobile apps, in-product, Slack, Microsoft Teams, QR codes, and even offline or on-premises through kiosks. This multi-channel approach allows you to reach your audience where they are most active.What types of surveys can I create with Zonka Feedback?
Zonka Feedback allows you to create and customize various types of surveys, including NPS (Net Promoter Score), CSAT (Customer Satisfaction), and CES (Customer Effort Score) surveys. You can also build white-labeled, multilingual surveys, forms, polls, and quizzes using a visual WYSIWYG survey editor.Does Zonka Feedback offer real-time analytics and reporting?
Yes, Zonka Feedback provides real-time analytics and reporting. You can view real-time reports and access survey results to gain actionable insights that can inform your business decisions.Is Zonka Feedback secure and compliant with data regulations?
Yes, Zonka Feedback is secure and compliant with major data regulations. It has GDPR and HIPAA compliance, along with ISO 27001:2022 certification. The platform also offers flexible data hosting and user role management.What are the pricing plans for Zonka Feedback?
Zonka Feedback offers several pricing plans:- Personal – Essential: $29/month
- Personal – Starter: $59/month
- Business – Professional: $99/month (or $79/month if billed yearly)
- Business – Growth: $199/month (or $169/month if billed yearly)
- Enterprise: $499/month (or $429/month if billed yearly)
- Custom: Pricing available upon request.
Is there a free trial available for Zonka Feedback?
Yes, Zonka Feedback offers a 15-day free trial, allowing you to test the platform before committing to a paid plan.Can I use Zonka Feedback offline?
Yes, Zonka Feedback supports offline survey collection, which means you can collect feedback even without an internet connection.How does Zonka Feedback integrate with other tools?
Zonka Feedback can integrate with existing tools to streamline workflows. While it may not integrate with every software, the team can build custom integrations to fit your specific needs.What kind of support does Zonka Feedback offer?
Zonka Feedback is known for its good customer service. Users have praised the fast and helpful communication with the support team, which is available via chat.Are there any limitations or cons to using Zonka Feedback?
Some users have noted a few limitations, such as the lack of option to change the font on the welcome screen, limited background options, and occasional slow performance. Additionally, while Zonka Feedback integrates with many tools, it may not integrate with every software out there, though custom integrations can be arranged.