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The Zonka Feedback Blog

Feedback Management, Feedback Trends, Feedback Technology, Data & Analysis, amazing Survey Tips & New Features at Zonka

Integrate Zonka Feedback with over 750+ Apps (via Zapier)

Integrate Zonka Feedback with over 750+ Apps (via Zapier)

At Zonka, we’re consistently trying to make feedback management more automated and even more effective. And for the same reason we focus a lot on powerful survey features and out of the box integrations. As we're growing and on-boarding more customers, feature requests and suggestions are pouring in. We're getting to know of all the web apps that our customers would like to connect Zonka with. There's really a lot you can do when you make all your web apps work together. For instance, if you get a negative feedback on Zonka and you'd like to raise a ticket in your ticketing application instantly to enable quick action. Same for your low NPS score - raise a ticket instantly for addressing the detractors. Or perhaps, you want to add new respondent data from Zonka to your CRM. There's a lot really. To make all this and more possible, Zonka Feedback is now integrated with Zapier (yay!). This means, now you can integrate to over 750+ apps and automate tasks and triggers across tonnes of applications and save yourself a lot of time and effort. In case you're wondering what Zapier is - it's an online automation platform that allows you to connect various web apps that you use to automate processes that you would have usually spend a lot of time on coding. It essentially allows web applications to easily talk to each other. With Zonka Feedback now connected to Zapier, automation will be a breeze and you will get more time to focus on bigger strategies for your…read more
Send your surveys via Email with Zonka Feedback (introducing Email Surveys)

Send your surveys via Email with Zonka Feedback (introducing Email Surveys)

Just as we launched the Online Web Surveys, our team started working on Email Surveys so you could just email your respondents with the survey link and have them easily share feedback on the go. We’re happy to tell you that we’ve released the Email Surveys in beta today and we’re very excited! Email Surveys are one of the best and most popular channel for distributing surveys. Email Surveys opens up tonnes of possibilities while giving you the ability to survey customers and employees and send them feedback forms at . You can take feedback right after a customer activity like a purchase on a store or online store, or a visit at the clinic, or after a food delivery, or post car service, or post flight and hotel stay. For employees, email surveys are great for post training feedback or event feedback and so much more. Using email surveys with Zonka is fairly simple and you can use any survey (yes, all existing surveys as well). Here’s all you need to do to use email surveys at Zonka - Log into your account (or sign up for a free trial if you don’t have one already) Go to Surveys to create your survey Once done, click to distribute your survey via Email Add recipients’ email address or upload your contacts Create a custom email template or modify the default template Preview and send! Some cool things you should know about Zonka’s Email Surveys You can customize your survey and email template to make it…read more
101 Customer Service Statistics To Lay Your CX Strategy On

101 Customer Service Statistics To Lay Your CX Strategy On

“Your brand is what other people say about you when you're not in the room.” – Jeff Bezos, Amazon. This quote brilliantly explains the exact sentiments that a customer holds for a brand. To make sure that your customers are always gaga over you and your service when you are not even offering them a discount, we give you these 101 statistics that we have assembled. You can undoubtedly form a Business CX strategy while keeping these in mind for creating better and delightful experiences for your customers. Customer Experience Statistics 50% of customer experience natural occurring churn every 5 years. Only 1 out of 26 unhappy customers complain. The rest churn. A lesson here is that companies should not view absence of feedback as a sign of satisfaction. The true enemy is indifference. 91% of unhappy customers who are non-complainers simply leave. It is 6-7X more expensive for companies to attract new customers than to keep existing customers. 65% of companies are able to successfully upsell or cross-sell to existing customers. Only 12% of companies are able to successfully upsell or cross-sell to new customers. 75% of brands do not know what engagement means - but are measuring “it” 90% of consumers said they have had poor experiences seeking customer support on mobile. 89% of marketing leaders expect to compete primarily on the basis of customer experience by 2016, as compared with 36% four years ago. By 2016, mobile search will generate 27.8 billion more queries than desktop search. By 2020, the customer will…read more
Understanding Why Customers Give Feedback – Things that customers don’t say

Understanding Why Customers Give Feedback – Things that customers don’t say

“Some things are better left unsaid” – a phrase that is not appropriate for the hospitality industry. As a business owner, it is important that you comprehend the meaning of every action that your customer engages in. What makes your customer take action is something what has happened behind the scenes – perhaps a service not completed or something gone awry. The real motivation behind customer feedback often goes unnoticed and as a result, business owners fail to take necessary steps to serve their customers better. Feedback motivation Feedback motivation is something that acts as a driving force behind successful businesses. If you try to understand a customer’s real intentions for taking out time and offering valuable feedback, you're more likely to work upon it and improvise on your existing services. This is what customers want to know about feedback. They really like your service and don’t want to leave Why would anyone bother to help you if they were not interested? When happy customers notice a flaw or feel you could do better, they don’t hesitate in leaving a feedback. A customer that isn't satisfied with you would take to social media to vent his frustration. Happy customers, on the other hand, prefer to speak with you directly and help you find a potential solution. They want you to get better The reason your customers are offering you feedback is because he wants you to get better and match up to the ever-rising market standards. This is exactly why he has shown interest in discussing the…read more
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