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

Stop Churn in its Tracks
Automatically prioritize negative feedback and route it for immediate action using sentiment and emotion detection.
Turn Happy Customers into Advocates
Trigger loyalty offers and testimonial requests automatically from positive feedback.
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.
Prioritize Urgent Feedback
Set up workflows that categorize and prioritize high-urgency feedback, ensuring immediate action.
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 Hidden Variables Sync with Response Details – No Respondent Tracking Required!

You can now capture key insights from hidden variables, even when respondent tracking is turned off. This enhancement makes it possible to collect and view hidden variables in response details without needing to identify or track the respondents.

What’s changed?

Previously, hidden variables would not sync if respondent tracking was disabled. This limited the data you could gather while maintaining respondent anonymity. Now, hidden variables will seamlessly sync with response details, allowing you to gather the critical data you need—without compromising privacy.

Who is this for?

This update is ideal for users who prioritize respondent anonymity but still need to capture contextual data through hidden variables. Whether you’re conducting anonymous feedback surveys, gathering sensitive information, or simply aiming to maintain user privacy, this feature offers the best of both worlds—anonymity and insightful data collection.

Use Cases:

Anonymous Feedback Surveys: Collect anonymous survey responses while still tracking important variables such as user segments, regions, or feedback channels.
Event Registrations and Polls: Gather data from participants without needing personal identifiers, ensuring complete privacy while still accessing valuable insights.
Market Research: Analyze hidden variables like survey source or campaign ID without linking it back to individual respondents, preserving participant confidentiality.

How you'll benefit:

Maintain Anonymity: Ensure respondent privacy while still capturing meaningful data through hidden variables.
Deeper Insights: Sync hidden variables directly with response details, giving you richer insights even in anonymous surveys.
Enhanced Flexibility: Use hidden variables in various scenarios without worrying about respondent tracking limitations.

Start using the new hidden variables sync today, and take your anonymous surveys to the next level! Log in now to try it out.

Revamped Survey Builder: Simpler, Faster, Better

We are thrilled to announce the release of our completely overhauled survey builder! This is more than just a facelift; we’ve re-engineered the entire experience to make it more intuitive and user-friendly. Whether you’re a first-time user or a seasoned pro, you’ll find creating surveys smoother than ever.

What’s New?

Streamlined Design: We’ve cut the clutter to focus on what you really need. The new design is clean, simple, and efficient, making it easier for you to navigate and build surveys quickly.

Integrated Question Logic and Editing: No more jumping between screens to set up your question logic. Now, you can adjust logic and edit options right where you create your questions, saving you time and effort.

Enhanced Survey Preview: Get a real-time preview of your survey as you build it, in the channel you want to share the survey. See exactly how it will look to respondents and make adjustments on the fly to ensure everything is just right.

Intuitive User Interface: Our redesigned interface is incredibly user-friendly. With clear, straightforward controls, you can create complex surveys with ease. Whether you’re new to survey building or have been doing it for years, our new UI will make the process simpler and more enjoyable.

Why You'll Love It

Creating surveys has never been this easy. Our new survey builder is designed to help you get the most out of your surveys with minimal effort. It’s intuitive, powerful, and designed with you in mind. Try it out today and see the difference for yourself.

Try it out and tell us what you think.

Mobile Exit Intent Surveys now available in mobile

The Mobile Exit Intent feature allows businesses to trigger surveys when users show intent to exit a mobile browser, capturing crucial feedback before they leave. This new functionality helps you gather insights at the moment users are about to abandon your mobile site, providing a key opportunity to understand their behavior and address any issues.

How Mobile Exit Intent works

By detecting common exit signals on mobile devices, such as:

Clicking the back button on the browser,
Scrolling up to reveal the bottom browser bar, or
Switching tabs or opening a new one,

the feature triggers a feedback survey, giving users a chance to share their thoughts before exiting.

Why it matters

Capturing feedback just before users leave your mobile site helps you:

Increase response rates by targeting users at a pivotal moment.
Gain insights into exit behavior to identify and resolve pain points.
Improve the overall user experience by understanding why visitors leave.

Platform Compatibility

This feature is supported on iOS and Android, across major browsers like Chrome, Firefox, and Safari.

Some popular use cases that are ideal for using Exit Intent feature on mobile surveys.

E-commerce: Gather feedback on cart abandonment.
Content-based websites: Learn why users are leaving without engaging.
Service websites: Identify issues that cause visitors to exit before conversion.

Start leveraging Mobile Exit Intent Surveys to capture user feedback at the perfect moment.

Introducing React Native In-App SDK

We are super excited to announce our React Native In-App SDK.

Our React Native SDK is super easy to use and works with iOS and Android apps developed using React Native for mobile and tablet alike.

Key Highlights

One-time installation and requires minimal development time with clear documentation.
Create and edit surveys from within the Zonka Feedback web platform.
Use at different trigger points such as, the click of a button or change of screen.
Choice of creating surveys with NPS, CSAT, and CES questions and more.
Identify users with details such as user Id, name, or email address.
Ability to pass additional details such as device information and app-specific information to understand the context of the response.

Check out the React Native SDK here.

Introducing Display Logic: Smarter, More Relevant Surveys

We’ve introduced Display Logic to enhance how questions are presented in your surveys, ensuring that respondents only see questions relevant to them based on their previous answers.

Using Display Logic in your surveys has many benefits.

Conditional Question Display: With Display Logic, you can set specific conditions that trigger questions to appear based on respondents’ answers to earlier questions. This allows for more personalized, dynamic surveys.
Streamlined Experience: Respondents will only see questions that matter to them, leading to less survey fatigue and more accurate responses.
Simplified Survey Setup: By focusing on Display Logic, we’ve eliminated the need for complex Hide Logic, making survey creation more intuitive and reducing setup time.

How you can use Display Logic in your surveys:

Display questions based on customer rating
Display questions based on services availed by the customers

Try it out in your surveys!

Integration with MS Teams: Elevate Feedback in Your Teams Environment

We are excited to announce a much-awaited update for Zonka Feedback users – Integration with Microsoft Teams! Now, you can effortlessly manage employee and customer feedback directly within your Teams environment. This feature brings a host of capabilities, including sending surveys, answering them in Teams, setting up automated alerts, and configuring workflows for a more streamlined feedback process.

Here's everything you can do with MS Teams and Zonka Feedback together:

Send Surveys in Microsoft Teams: Distribute Zonka surveys to teams, channels, or individuals within Microsoft Teams. Measure employee pulse, daily check-ins, employee satisfaction and more. Run quizzes, and polls and seek feedback right within MS Teams.
Answer Surveys within Teams: Team members can conveniently take surveys right within the Teams platform.
Automated Alerts and Workflows: Set up notifications for new or low survey responses, and configure condition-based workflows for timely actions.
Close the Feedback Loop: Ensure real-time alerts reach the right stakeholders, facilitating prompt issue resolution and continuous improvement.

Learn more about Zonka Feedback's integration with MS Teams.

Introduction SSO with Azure: Strengthen Security and Convenience

After successfully releasing SSO with Okta, we are excited to extend our commitment to providing secure and seamless user access management by introducing Azure integration. This update ensures that your feedback data remains confidential and accessible only to authorized personnel, enhancing overall security.

What does this mean for you?

Enhanced Security: Centralized authentication through Azure ensures secure access to Zonka Feedback.
Convenient User Management: Simplify user access management with Single Sign-On integration.
Authorized Access Only: Ensure that your feedback data is accessible only to authorized personnel, enhancing overall data confidentiality.

Learn more on how to setup SSO for your account here.

Introducing Okta Single Sign-On for Zonka Feedback

We are thrilled to announce that starting today, you can streamline your access and security with the integration of Okta Single Sign-On (SSO) into our platform.

What does this mean for you?

✨ Seamless Authentication: With Okta SSO, you and your team can now log in to Zonka Feedback using your Okta credentials. Say goodbye to the hassle of remembering multiple passwords.

✨ Enhanced Security: Okta is renowned for its robust security features. By integrating SSO, you can ensure that your Zonka Feedback account is protected with the highest level of authentication and access control.

✨ Centralized User Management: Administrators can easily manage user access and permissions from the Okta dashboard, ensuring that the right people have the right level of access to your feedback data.

Learn more on how to setup Okta SSO for your account here

Target Multiple Pages with Web Widgets

While taking feedback on websites, in-product and in-app, it’s very crucial to show the surveys on the right pages.

You can now add multiple target links and pages when launching web widgets like a side tab feedback button, popup surveys, slide up and bottom bar. Once you set this, the widgets will automatically launch on the targeted pages. You don't need to update the JS Code on the website.

This gives you greater flexibility to control where your visitors and users view the survey making your surveys very relevant.

Show Previous Entries

Zonka Feedback Product Updates

https://www.zonkafeedback.com