Zonka Feedback Product Updates

https://www.zonkafeedback.com

Connect your own SMS Gateway Account to send SMS Surveys

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. 

  • If you already have an SMS Gateway account, you can connect it directly. 
  • If you'd like to control the cost of SMSes and monitor it at all times.

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. 

Setup your Salesforce Surveys with Zonka Feedback using Sandbox Account

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! 

Introducing Partial Surveys

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:

  • Web Survey
  • Email Survey with button and embedded question
  • SMS Survey
  • Signature Embed

You can even filter responses based on partial and complete responses across Response Inbox and Analytics. 


Now setup Multiple Triggers to send Surveys after Zendesk ticket is updated

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. 

Create and manage Response Tags with the all-new Tag Manager

Use Zonka Feedback's all new Tag Manager to create, update, merge and delete tags — all in one place.

Response Tags are great to classify, categorize and manage your responses. Use the same tags across multiple surveys and assign tags to survey responses manually or automatically. 

Here's how you can go to the Tag Manager in your account.

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). 

Eliminate Order Bias with Choice Randomization

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

  • If you want to prevent order bias while respondents answer your survey. 
  • If your respondents tend to collude among each other, especially in market research, quizzes.  

Automatically Categorize your Responses with Auto Tagging

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: 

  1. Go to Survey > Automation 
  2. Select a question from the survey to run the match
  3. Add a keyword or phrase to compare with
  4. Select the tag to be assigned when the match occurs.

Let your responses come in and let Zonka Feedback manage tags for you. 

Introducing Auto Email Responders 💬🤖

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 

  • Send an acknowledgement to all respondents 
  • Reach out to respondents with different messaging based on CX Metrics - NPS, CES and CSAT scores 
  • Ensure communication between your company and customers 
  • Set up testimonial requests 
  • Automate CX 

With the new Auto Responder Module, you can get — 

  • Pre-existing templates: Wondering the messaging to use for different respondents based on scores? Take advantage of pre-existing expert templates, variables and get started quicker in sending replies to your respondents. 
  • Send Auto Emails to All: Trigger thank you emails to all your respondents as soon as they have given feedback. 
  • Send Auto Emails based on CX Metrics: Compose different messages based on the score — NPS, CES and CSAT-based. 

CX Automation and Workflows 👩‍💻

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 
Workflows and Automation

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. 

Introducing Image & Video Surveys 🎦🖼️

Adding Videos and Images to your Surveys definitely make them more engaging and interactive. But they're also great for market research, for asking better questions in your survey and for quizzes too! Additionally, Image and Video Surveys get more Survey Responses. 

Now you can add videos and images to any question in your survey in Zonka Feedback. 


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