Zonka Feedback: All-New AI-powered Feedback Analysis Tool
Listening to what your customers have to say and using the power of advanced technology to decipher their moods, emotions, and hidden meanings behind words. This is what Zonka Feedback 3.0 is all about.
Zonka Feedback has launched its latest version- Zonka Feedback 3.0, powered by Artificial Intelligence. This impactful customer experience and feedback management platform has rolled out an array of AI-powered features that will make survey creation and feedback analysis a piece of cake for even the most complex of organizations.
Right from creating surveys to transforming unstructured data into actionable insights, the tool is now equipped with advanced AI analytics and other functionalities to help you save time and effort while collecting and managing customer feedback. It is bringing together a powerful amalgamation of humans and technology to empower teams to listen, act, and improve on their customer experience using advanced tech.
Features
AI Sentiment Analysis
Zonka Feedback’s AI is trained to identify sentiments, intent, emotions, and urgency from unstructured feedback data. It automatically analyzes the responses received from open-ended questions and gives an analysis of emotions and feelings hidden behind words or text data. You don’t just know the feedback but also have tech helping you uncover the moods and emotions behind that text feedback.
Themes Discovery
Larger organizations and enterprises collect feedback from thousands of respondents. Having the comments scattered across the platform can be a nightmare. Zonka Feedback analyzes every piece of feedback received and discovers the underlying patterns and themes. Based on the themes discovered, it also automatically categorizes feedback for spotting trends quickly.
AI Topics, Sub-topics, & Tags
Uncovering underlying nuances, nitty-gritty, and even the smallest critical aspects reflected in the feedback can help businesses make data-driven decisions. Zonka Feedback’s AI model detects topics, and sub-topics, and even assigns tags to every response to help businesses align their strategies and responses with customers’ mindsets.
AI Survey Builder
While the platform has aced the game at AI feedback analysis, Zonka Feedback has also made it quite easy for organizations and individuals to create their surveys in a matter of seconds. All you need to do is describe what type of survey you want to create and its AI model will do the work for you.
AI Smart Summaries
Zonka Feedback has trained the AI model to turn any type of complex feedback into easy-to-digest info nuggets. This helps businesses get insights in a jiffy. Every response gets a smart summary that highlights the key aspects hidden in the feedback. These could be related to the entities, and the emotions connected to them, and even highlight any critical issue that requires urgent care.
AI Entity Recognition
Most text feedback contains important details that might be missed out due to the unstructured nature of feedback data. Zonka Feedback’s AI is trained on large language models to identify and recognize crucial entities like location, product, person, organization, amenities, services, and more along with their association with the sentiments and scores. This gives a complete picture and also helps businesses identify which aspect of the business is being targeted in the feedback.
Statement-based Sentiments
Not only does this survey tool give an overall view of the sentiments, emotions, urgency, and intent reflected in the feedback, but it also highlights multiple negative or positive statements expressed throughout the feedback. This works especially when customers are displaying multiple emotions or talking about more than one entity in the feedback.
AI Conversational Comment Box
Many users leave vague feedback that gives no insights. Zonka Feedback has put up smart conversational comment boxes that offer smart questions based on feedback and help guide users to share a more meaningful feedback response.
Location-based Analysis
For organizations and individuals trying to assess the response towards their service, product, or brand across multiple locations, Zonka Feedback allows users to get location-based analysis. With these insights, businesses can actually know which location is performing, what can be done better, and what are the gaps that need to be filled.
Data Trends Reports
Zonka Feedback offers advanced analytics and reporting capabilities to help businesses get complete data trends reports and make data-backed decisions. It analyzes feedback and recognizes patterns to identify trends.
Intelligent CX Automation
Zonka Feedback helps create workflows to automate feedback collection, user segmentation, notification sending, following up, and much more. It sends real-time alerts and notifications based on different triggers to help the respective person take instant action.
Custom AI Models
Businesses can import their historical customer data and use the large language models to train our AI engine and have customized models that suit every requirement of their business. These can be customized based on their industry, product/service, target audience demographic, target market, and much more.
Pricing
Zonka Feedback offers multiple pricing models for businesses with varying requirements.
- Free trial for 14 days
- Starter plan: $49 per month
- Professional plan: $99 per month
- Growth plan: $199 per month
- Enterprise: Custom plans based on requirements
Also offers a Free plan that is limited to web embeds and microsurveys.
Pros & Cons
Pros
- Intuitive Survey Builder: With version 3.0, Zonka Feedback has revamped its survey builder, making it simpler, faster, and better than ever before. It has a clear design with integrated question logic, an easy-to-use WYSIWYG survey editor, and a very intuitive user interface.
- Branding & Customization: With Zonka Feedback, businesses can completely white-label their surveys, add brand colors, and logos, use a different domain, and much more. Moreover, it also offers complete customization of surveys, questions, fonts, colors, and other aspects of the survey.
- Multi-channel Feedback Collection: Zonka Feedback allows businesses to collect feedback from multiple channels including emails, websites, in-app/in-product, SMS, QR codes, survey links, kiosks, offline tabs and mobile apps, and much more. It helps them reach their customers wherever they are and get a complete view of the customer journey.
- Unified Response Inbox: Every feedback received on the platform can be easily viewed in its response inbox. You can add filters, see feedback from different locations, and even filter based on the scores they’ve given.
- Seamless Integration: Zonka Feedback can be easily integrated with hundreds of CRMs, helpdesks, marketing tools, collaboration software, and more at the click of a button. It allows easy syncing and data flow between the two systems to get a complete picture of the customer.
- Complete Data Security: As the platform is built for enterprises, it offers data security, encryption, multiple data centers, NDA, SSO, roles, permissions, and much more to keep the data secure while analyzing and collecting it.
- Frontline & Agent Reporting: It can also offer performance analysis and reports for frontline workers, support staff, agents, and more. The feedback collected against the agents can also be seen to identify gaps, training opportunities, and more.
- User Segmentation: Businesses can create user segments to make the feedback collection process more targeted. They can create dynamic segments based on the interactions, contact attributes, and even visitor activity.
Cons
- Limited Out-of-the-box Integration: While the tool offers integration with major business applications, for others, you need to talk with their team to get the integration.
Summary
Zonka Feedback, a comprehensive customer experience, and feedback management platform allows businesses to collect customer feedback, analyze it to offer in-depth reports, and help automate tasks to take instant action.
With the help of this platform, businesses can listen to their customers, act on the feedback received, and improve the customer experience. Zonka Feedback, in fact, can help manage every interaction you have with your customers, assess their level of satisfaction, and make informed business decisions.
About the Author
Mukul Kumar is a seasoned professional with a passion for leveraging technology to drive business growth. As an innovative thinker and strategic leader, Mukul has spearheaded numerous successful projects in the fields of technology, marketing, and business development.
