Zonka Feedback Product Updates

https://www.zonkafeedback.com

BIG NEWS:✨ Introducing Zonka AI Feedback Intelligence

We’re thrilled to announce Zonka AI Feedback Intelligence — built to transform high-volume, unstructured feedback into clarity and action.

Zonka AI unifies feedback from surveys, chats, tickets, reviews, and more into real-time, actionable intelligence. Fueled by Thematic Analysis, Impact & Sentiment Scoring, and Agentic AI, it instantly enlightens CX and product teams with what’s working, what’s broken, and where to focus — across products, services, teams, and locations.

Every comment, review, or chat is decoded into themes and sub-themes that are highly actionable. Powered by NLP, ML, and Generative AI, these insights emerge automatically, adapt to your CX and VoC programs, and help you run multiple analysis projects with ease. Each verbatim is also enriched with Experience Signals like sentiment, intent, churn risk, effort score, urgency, and more — so you don’t just see what customers are saying, but also why it matters and what to do next.

It works seamlessly with Zonka Feedback’s Survey Hub — helping you close the feedback loop, manage responses in a unified inbox, track cases, and automate workflows.

From day one, Zonka AI integrates with data sources like Zonka Feedback Surveys, Intercom, Zendesk, Freshdesk, Jira, Google Reviews, G2 Reviews, App Store, and Play Store Reviews. HubSpot, Salesforce, and 10+ more sources are rolling out soon. And for those using platforms like Typeform, Qualtrics, or SurveyMonkey, Zonka AI will unify those too. For enterprise customers, we’ve already begun developing custom integrations tailored to their systems.

Early access has already started rolling out — many of you who signed up will get access in the coming days. If you haven’t yet, visit www.zonkafeedback.com Or book a demo today.

This is Feedback Intelligence at work — turning overwhelming customer feedback into precise, role-based insights that drive measurable impact.


With excitement,

Rajiv and Sonika

🚀 New Navigation: Survey Hub, Intelligence Hub & Reputation Hub

We’ve streamlined the left menu and reorganized settings so you can find things faster and unlock our newest capabilities. Here’s everything that changed.

🔷 Main Navigation

  • Survey Hub (formerly “Home”)

    Your central Surveys Dashboard is now under Survey Hub. No change in functionality—just a clearer name.

  • Intelligence Hub (NEW)

    Access AI-powered analysis across your connected data sources.

  • Reputation Hub (NEW)

    Monitor and improve your online reputation across channels.

  • Inbox (formerly “Response Inbox”)

    Same place for responses and conversations—shorter name, cleaner look.

📊 Data & Integrations

Bring connections and data together for analysis and reporting.

  • Integrations

    View and manage all integrations across Survey Hub, Reputation Hub, and Intelligence Hub in one place.

  • Data Sources (for Intelligence Hub)

    Connect and manage data sources that power Intelligence Hub analysis.

🧑‍🤝‍🧑 Entities

  • Team Members (renamed from “Agents”)

    We’ve standardized terminology: Agents → Team Members, and they now live under Entities.

  • Locations

    Moved from Company Settings → Company Data → Locations to Entities for quicker access and consistency.

🏢 Company Settings — Now Simplified

We’ve reorganized Company Settings into clearer sections like Account, Users, Survey Hub, Close Feedback Loop, and Developers. Everything is easier to navigate, and related options are grouped logically so you can find them faster.

🧭 “Where did it move?” (Quick Map)

  • Home → Survey Hub
  • Response Inbox → Inbox
  • Agents → Team Members under Entities
  • Locations from Company Settings → Company Data → Entities
  • Devices → Offline Surveys (under Survey Hub → Offline Surveys settings)

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 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.



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