Workflows are simply tasks or actions executed based on set triggers. Imagine replacing your manual work to manage feedback, get the team notified, get respondents targeted emails, set tasks for the team, close the loop, and be fully automated. That's exactly what you can do with Zonka Feedback.

You can set up Workflow for new Survey Responses. And for every workflow, you can add conditions and choose if and when (using or/and logic) the workflow(s) should be executed.

As a part of customer feedback automation, there are three types of Workflows you can set up in Zonka Feedback:

• Notification Workflows
  Send Notifications to Team and Respondents via Email, SMS and/or Slack
• Response Workflows
  Mark Responses as Starred, Urgent, add and assign or escalate Tasks to Team members
• Contact Workflows
  Add Contacts to certain labelled Lists, Unsubscribe them or Trigger another Survey to them via Email or SMS 

With Workflows, you can — 

• Update the concerned teams about a reported issue
• Thank the Customer for their feedback
• Send requested information to the Customer
• Send automated apology with an assurance of fast resolution to the Customer
• Create automated tasks for the team for specific feedback
• Trigger follow-up surveys to detractors to get more insights
• Send Testimonial requests with online review links to Promoters and Happy Customers

The use cases are endless. 

When implemented right, workflows will help you cut manual tasks, eliminate errors, allow you to address and reach out to each customer, and route the queries and negative feedback to the right people and teams to resolve issues and close the feedback loop quickly.

When used right, CX Automation gives your team the time and the right tools to be more customer-oriented and focus on what matters — reaching out to the customers and resolving queries and issues to enhance Customer Experience.