When you tried to manually update the Country, Time Zone or Location for a Contact, at times the values were not saved. This has been fixed.
When you tried to manually update the Country, Time Zone or Location for a Contact, at times the values were not saved. This has been fixed.
Many businesses already use SMSes to communicate with their customers - marketing messages, confirmation SMSes and more. In such cases, it makes sense to use the same gateway account to send SMS Surveys to customers.
With Zonka Feedback, you can now connect your own SMS Gateway Account and send SMS Surveys to customers through the same. You can either use an existing SMS Gateway Account or sign up for a new one, add your API credentials to Zonka Feedback and connect your account.
When you connect your own SMS Gateway Account, the surveys are composed and set in Zonka Feedback and are sent from your SMS Gateway Account.
When to use this?
You can use this option in multiple scenarios.
Which SMS Gateways are supported?
We currently support Twilio and SMS Gupshup SMS Gateways. Other SMS Gateways can also be connected in the Enterprise Plan, at an additional cost.
Which plans support connecting your SMS Gateway?
You can connect your own SMS Gateway account in any plan.
Read all about SMS Surveys here.
Looking at trying out Zonka Feedback Surveys for Salesforce? You can now connect your Salesforce Sandbox account instead of the production account to smoothly test out the Zonka Feedback + Salesforce integration.
The integration with the Salesforce sandbox account works exactly like the actual integration and gives you the ability to test out the mapping easily. Once you're happy with it, you can seamlessly connect to the production account.
How to connect your Salesforce Sandbox account to Zonka Feedback?
Simply go to Zonka Feedback + Salesforce Integration page, click on 'Connect Salesforce Account' and you will see an option to either connect your Sandbox account or production account. Choose the Salesforce option and you're good to go!
Now you can create surveys that support partial submission of responses even if the respondent does not complete the survey.
How it works
A partial survey option is available in Settings under Build. Once enabled the very first question of the survey when answered will be recorded as a legitimate response and can be viewed in the response inbox. If the respondent answers it completely then the response will be updated with the full response. This feature is currently supported in the following distribution methods:
You can even filter responses based on partial and complete responses across Response Inbox and Analytics.
With the Zonka Feedback + Zendesk integration, you were able to send surveys when the ticket status is updated. And now based on customer requests and feedback, and to make this more flexible and scalable, we have added the ability to create multiple triggers based on any Zendesk ticket fields to trigger Email or SMS Surveys to your customers.
This covers you for all events when you want to measure customer satisfaction and agent feedback
Learn all about Surveys for Zendesk and how to trigger them here.
With the all new Tag Manager, you can now control all the Response Tags in your account — and use them for categorizing your feedback responses better.
(With Auto Tagging, you can effectively use Tags to automatically get assigned to new, incoming responses).
Make your surveys free from bias and collect genuine responses with Choice Randomization. With it, you can present the choices of questions in random order every time a survey is taken.
You can use the Choice Randomization setting in every choice based question type — Button Choice, Dropdown, Radio Buttons, Checkbox, and Picture Choice question.
Survey Question Choice Randomization can be helpful in various scenarios
Introducing Auto Tagging to manage and categorize your Responses in Zonka Feedback.
Based on comments in open-ended questions, set auto tag rules for keywords and phrases to auto-tag your responses and manage them like never before.
Besides categorizing your responses better, Auto Tagging helps your team to filter responses based on tags and look at in-depth Tag based reports.
Creating an Auto Tag Rule is simple. Here's how:
Let your responses come in and let Zonka Feedback manage tags for you.
Send automated emails to customers and respondents — in a new, better and simplief way.
With Zonka Feedback, you could set up automated emails to your respondents when a new feedback was received. Now we have updated the module with design + functional improvements to simplify the process for you.
Auto Email Responders are very handy to
With the new Auto Responder Module, you can get —
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. As a part of customer feedback automation, there are three types of Workflows you can set up in Zonka Feedback:
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With Workflows, you can —
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. |
