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.

Go to Company Settings > Company Data > Response Tags
Here you can create new tags, edit tags, merge tags, and delate tags

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:

Go to Survey > Automation
Select a question from the survey to run the match
Add a keyword or phrase to compare with
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

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.

Test Knowledge and increase interactivity with Quizzes 🏆

Quizzes are a great way to test knowledge, to increase interactivity, and to engage participants.

Now you can create Quizzes in Zonka Feedback.

Setting up Quiz is as easy as creating a survey or feedback form with full customization — add branding, add and modify questions, change theme, add logic, languages and everything else that you can do in surveys.

But there's more.

With Quizzes, you can:

Mark the Right Answer ✔️
Add Scoring to Quiz Questions 💯
Display Right Answer or Scoring to participants 📝(at the end of the quiz)
View a Quiz Leaderboard 🏆

Use Quiz in your next Survey to engage your participants, test knowledge and score participants.

They're great for employee engagement, for student quizzes and for ice breaking sessions.

Capture Public Opinion and take democratic decisions with Polls 🗳 👩‍👩‍👧‍👧

Take audience voting using Polls — new in Zonka Feedback.

Live Polling is a great way to engage customers, audiences and employees, gather votes, run ice breaking sessions, take decisions democratically and increase participation. 👩‍👩‍👧‍👧

Now you can create Quick Polls with Zonka Feedback. Use various questions to create your polls, including buttons (single and multiple choices), image choice questions, drop downs and more. With polls, you can view live results as well as show live voting to your audiences as well.

Gather opinions, break the ice, get votes with live results and lots more with Polls.

Meet Zonka for Webex — making Webex meetings more interactive and engaging 🥳

We're happy to introduce Zonka for Webex — our new Webex Edition where Zonka is available as a part of Webex’s Embedded Apps.

With Zonka for Webex, you can make your Webex meetings more effective and utilitarian by real-time surveys, live polls, and quizzes with Zonka Feedback right within Webex Meetings.

How does Zonka for Webex work?

With Zonka for Webex, you can create surveys, share them with your team, run polls and live quizzes right within the Webex App, without having to leave it at all. Additionally, also see live responses, results and reports within Webex.

What Zonka brings to your Webex Meetings?

Zonka for Webex has a lot of powerful features. These include:

Live Survey, Polls and Quiz Builder
You can create your surveys, polls and quizzes within Webex itself — before or while in your meeting.
Live Polls
Want to run polls or get votes from your meeting attendees? Create quick polls with custom questions and collect votes from your attendees in real-time. Participants can share their votes within the Webex app and also view live poll results!
Quizzes
Quizzes are fun ways to engage meeting attendees and test their knowledge. Create fun quizzes for your audiences with scores or right answers displayed at the end of the quiz. Makes your meetings very interactive making knowledge-sharing a lot of fun.
Live Q&As
Want to let audiences share questions with you? Create a simple text survey and let audiences share their questions with you during a meeting or Webinar.
In-Meeting Satisfaction
Run satisfaction surveys to gauge how well the meeting is going by sharing feedback forms with your meeting attendees.
Check ins and Stand Ups
Have daily check ins and stand ups conducted on Webex? Use quick Zonka surveys to let all participants share their status during the meeting.