Zonka Feedback Product Updates

https://www.zonkafeedback.com

🚀 Introducing Multiple Exit Screens for Surveys

We’re pleased to share a new enhancement: Multiple Exit Screens – now available on request.

What is it?

With Multiple Exit Screens, you can create and customize different exit experiences for your respondents. Instead of showing the same closing screen to every participant, you can now logically route respondents to different exit screens based on their survey journey and responses.

How it Works

  • Logic-Based Redirection: Use your existing logic flows to determine which exit screen a respondent should see.
  • Personalized Messages: Display tailored thank-you messages, next steps, or follow-up instructions depending on how questions were answered.
  • Seamless Integration: Works across Web Surveys, Widgets, and SDKs.

Use Cases

  • 🎯 Targeted Messaging: Show happy customers a thank-you + review link, while guiding dissatisfied customers to a feedback form or support follow-up.
  • 💡 Custom Next Steps: Direct different respondent groups to specific landing pages (e.g., promotional offers, sign-up pages, or knowledge resources).
  • 📊 Segmentation & Engagement: Deliver more relevant and personalized end-of-survey experiences that align with respondent behavior.

Availability

  • 🔑 Available on Request — contact us to have it enabled for your account.


🌏 Launch of India Region Data Hosting

We’re expanding our regional availability with the launch of the India Region for data hosting and residency.
With this addition, you can now choose to host your survey data in India, alongside our existing US and EU regions.

Key Benefits:

  • Data Residency Compliance: Store data within India to comply with local data protection and regulatory requirements.
  • Improved Performance: Faster load times and response capture for respondents in India and nearby regions.
  • Data Sovereignty: Ensure your data remains within Indian borders.

Availability

  • This update is especially beneficial for businesses operating in or serving customers in India, ensuring both regulatory compliance and a better user experience.
  • For more information on setting up India hosting, please contact our support team.


Introducting WhatsApp Surveys – Reaching your audiences just got easier!

Introducing WhatsApp Surveys—designed to help you capture timely, actionable feedback directly on WhatsApp, in partnership with Infobip. With customizable templates, automated workflows, and real-time tracking, WhatsApp Surveys bring customer insights directly to your dashboard, enabling deeper engagement and more informed decisions.

Here are some key features of the WhatsApp Surveys 

  • Customizable Survey Templates: Choose from survey links, or buttons to create WhatsApp survey templates that fit your exact needs.
  • Personalized Invites: Add customer-specific details to survey invites using Survey Attributes, making each survey interaction more personalized and relevant.
  • Infobip Integration: Send WhatsApp surveys globally with ease. The integration with Infobip ensures reliable delivery to customers across multiple regions in just a few clicks.
  • White-Labeled Sender: Brand the WhatsApp sender ID with your company’s name to maintain a consistent, professional image for all customer communication.
  • Global Reach and Multilingual Surveys: Send surveys worldwide and in multiple languages, ensuring that customers across regions and cultures can respond easily.
  • Trigger-Based Automation: Set up workflows to automatically send surveys following specific customer interactions—like purchases, support calls, or service completion—so feedback arrives at the perfect time.
  • Real-Time Response Tracking: Track responses as they come in. The dashboard updates instantly, helping you monitor customer feedback without delay.
  • Detailed Analytics: Access comprehensive reports and insights from WhatsApp survey responses, allowing you to analyze trends, satisfaction scores, and more.

How to use WhatsApp Surveys? 

WhatsApp Surveys can be used literally everywhere, if you audiences are on the channel. But here are some examples of when you could use WhatsApp Surveys. 

  • After Purchase or Service Completion: Trigger a quick survey right after a customer completes a purchase, appointment, post delivery or service call to capture their immediate satisfaction and highlight areas to improve.
  • Process and Transaction Feedback: After key milestones, like sign ups, onboarding, or renewals, gather insights into the experience to help streamline processes and increase satisfaction.
  • Feedback on New Products or Features: Use surveys to gather customer reactions and usability feedback on recently launched products, features, or seasonal collections to refine offerings based on direct input.
  • Experience and Quality Evaluation: Send follow-up surveys after events like deliveries, in-store visits, or onboarding sessions to assess the quality and ease of customer experiences, helping you make targeted improvements.
  • Loyalty and Engagement Checks: Survey customers on their interest in loyalty programs, discounts, or additional services, allowing you to better understand what drives engagement and retention.

Ready to Start?

Explore WhatsApp Surveys in your dashboard and start collecting valuable insights through WhatsApp, powered by Infobip.

Learn more about WhatsApp Surveys here. 

Precision Targeting got a major upgrade: Now use Regex for Survey Targeting

Targeting your surveys has never been easier—or more powerful! With our new Regex Targeting feature, you can precisely control where your surveys appear across your website, capturing feedback from exactly the audience you need.

You don’t need to rely solely on keywords or listing out exact URLs. Now, Regex (Regular Expressions) opens up flexible, dynamic targeting options that adapt to any URL structure. With just a few clicks, you can ensure surveys reach users in the most relevant spots, boosting engagement and insights.

What Regex Targeting brings to the table

  1. Advanced Control: Use Regex to create sophisticated URL patterns that match multiple pages, directories, or even parameter-specific URLs.
  2. Effortless Setup: Enter a Regex pattern once to target any part of your site—no more manual updates or tedious URL lists.
  3. Enhanced Relevance: Place surveys where they matter most, increasing the likelihood of meaningful responses.

How Regex Targeting Changes the Game

  • One Pattern, Multiple Pages: Target a whole section, like all product pages in a category (`/products/tech/*`) or every article under a blog series.
  • Match by URL Parameters: Capture feedback for specific customer segments, like users viewing sale items or particular product lines.

Start harnessing the flexibility and precision of Regex Targeting in your Zonka Feedback account today. It’s never been this easy to connect with your audience right where they are!

Read more about Survey Targeting here. 

Streamline Data Collection with the Pre-Capture Screen

Introducing the Pre-Capture Screen, designed to collect key information before your survey even begins. Whether it’s capturing staff names, customer IDs, or other pre-survey details, this feature ensures you gather essential data upfront.

  • Works Across Web & Device Surveys: Ideal for both web-based surveys and in-store devices. For device surveys, staff can quickly enter details before handing the device to customers (like during checkout). For web surveys, capture pre-information such as contact details to streamline the feedback process.
  • Flexible Question Setup: The Pre-Capture Screen is fully customizable, allowing you to add any questions or fields needed before respondents begin the main survey.
  • Quick to Set Up: Easily add this screen in the survey builder to collect upfront information without adding extra steps to your main survey.

Try it out in your next survey. 

Full Name Search now available in the Contacts Search

Finding the right contact just got a lot easier with the new Full Name Search feature in the Contacts. This enhancement addresses the challenge of locating contacts when only the first name was searchable, particularly in large contact lists.

What’s changed?

  • Full Name Search Capability: Previously, the search only returned results based on the first name. Now, you can search using both the first and last names, making it significantly easier to find exactly who you’re looking for, even in extensive databases.
  • Enhanced Efficiency: Whether you're managing a large contact list or just need to quickly find a specific individual, this improvement drastically reduces the time spent searching, improving overall workflow.

The updated search functionality is now live. 

AI Sentiment-based CX Workflows: Smarter, Faster Customer CX Management

Introducing Sentiment-Based Workflows—the ultimate game-changer in customer feedback management! Now, you can build powerful, automated workflows that harness AI-driven insights like sentiment, emotion, intent, and urgency detection to completely transform how your team responds to feedback. Say goodbye to slow responses and missed opportunities—these workflows empower you to act faster, smarter, and more effectively.

What makes Sentiment-Based Workflows so powerful?

With Sentiment-Based CX Workflows, you get to create custom, automated workflows that leverage the power of AI insights without the need for complex setup. Whether you're dealing with negative feedback that needs immediate attention or positive responses ready to fuel your advocacy programs, these workflows do the heavy lifting—saving your team time while ensuring nothing slips through the cracks.

Key Features and Real-World Use Cases

  1. Stop Churn in its Tracks
    Automatically prioritize negative feedback and route it for immediate action using sentiment and emotion detection.

  2. Turn Happy Customers into Advocates
    Trigger loyalty offers and testimonial requests automatically from positive feedback.

  3. Send Feedback to the Right Teams Instantly
    Route feedback based on AI-detected intent, ensuring it goes to the correct department—whether it’s a complaint, suggestion, or praise.


  4. Prioritize Urgent Feedback
    Set up workflows that categorize and prioritize high-urgency feedback, ensuring immediate action.


  5. Automate Tasks, Notifications, and Follow-Ups
    Ensure every feedback item is addressed by automating tasks and setting up notifications.

Why you’ll Love Sentiment-Based Workflows

  • Automated Churn Prevention: Negative feedback is flagged and handled before it becomes a bigger problem.
  • Faster Advocacy Building: Positive feedback leads to automated offers and testimonial requests, turning customers into promoters.
  • Smart Feedback Routing: No more manually sifting through feedback—automatically direct issues to the right teams.
  • Real-Time Issue Resolution: Urgent matters are prioritized and solved faster than ever before.
  • Effortless Task Management: Automatically create tasks and alerts, keeping your team focused and responsive.

Get Started Now!

With Sentiment-Based Workflows, managing customer feedback has never been easier or more effective. Build custom workflows that automatically prioritize, route, and respond to feedback in real-time. Start boosting your customer satisfaction today—reach out to activate this feature and see the difference it makes!

Introducing Zonka Feedback AI – Revolutionizing Feedback Management

Unlock a new era of feedback insights with Zonka Feedback's latest AI-powered tools! 🚀 The new AI features, available in Zonka Feedback 3.0, make gathering, understanding, and acting on customer feedback easier and more powerful than ever. With AI Sentiment Analysis, AI Sentiment Reports, and AI Survey Translations, you can now streamline your entire feedback process, all while improving customer satisfaction and engagement.

Let’s explore what’s new and how it benefits you:

Turn Open-Ended Feedback into Action with AI Sentiment Analysis

Comment boxes often hold the most valuable feedback, but analyzing them can be overwhelming. Now, Zonka Feedback's AI Sentiment Analysis transforms this raw feedback into actionable insights in seconds! Detect customer emotions, sentiments, intents, and urgencies right from your open-ended responses—giving you clear, accurate insights into customer experiences without the manual work.

  • Where it helps: Quickly prioritize feedback that requires urgent attention, understand customer emotions behind the scores, and improve decision-making based on customer sentiment.
  • Availability: Starter, Growth, and Enterprise Plans.

Spot Trends and Patterns with AI Sentiment Reports

Get the full picture with AI Sentiment Reports, which analyze feedback to reveal sentiment trends and emotional drivers over time. Whether it’s understanding a recurring pain point or identifying the key moments that delight your customers, these reports give you the insights you need to make impactful decisions fast.

  • Where it helps: Identify sentiment trends and track patterns to uncover actionable insights for improving the overall customer experience.
  • Availability: Growth and Enterprise Plans.

Reach Global Audiences with AI Survey Translations

Bridge language barriers with AI Survey Translations. Instantly translate your surveys into multiple languages, allowing you to collect feedback from a global audience in their native language. Effortlessly expand your reach and engage a more diverse customer base.

  • Where it helps: Ensure every customer, regardless of language, can share their feedback—leading to more inclusive, actionable data.
  • Availability: All Plans.

These amazing AI features empower you to understand customer feedback better and in turn deliver a superior customer experience, all while saving time and effort.

Ready to transform your feedback strategy? Log in to Zonka Feedback today to explore these new AI-driven tools.

Try them now and watch your feedback work for you!

Introducing Public API for Contact Average CX Metrics (NPS®, CSAT, and CES)

Our enhanced Public API now allows you to fetch average CX scores like NPS®, CSAT, and CES for individual contacts. Easily track feedback trends over time, helping you monitor how customer sentiment changes after key interactions like product updates or support calls.

This feature is ideal for businesses relying on customer feedback to improve satisfaction and performance.

Available on all plans with API access. 

Start using the Public API today to gain actionable insights into customer experience!

✨ Introducing “Edit Survey Response” — Flexibility to Update Feedback Easily

The Edit Survey Response feature enables users to edit and update original response comments and ratings directly from the Response Inbox.

This means that key metrics like NPS (Net Promoter Score) and CSAT (Customer Satisfaction Score) can now be updated quickly and easily — ensuring your data remains accurate and up to date.

Features

  • Edit Anytime: Make quick corrections or updates to responses without re-collecting feedback.
  • Ensure Accuracy: Keep your NPS and CSAT reports reliable with clean, corrected data.
  • Simplify Workflows: Adjust feedback directly from the Response Inbox for faster updates and better control.

🎯 Availability

This feature is available on request.
To enable Edit Survey Response for your account, please reach out to your Account Manager or write to us at hello@zonkafeedback.com.

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