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CES SURVEY SOFTWARE
With Customer Effort Score Surveys, measure customer experience, agent performance as well as the quality of customer service. Connect to your Service Desks and trigger in-moment CES surveys.
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With Zonka Feedback's CES Software, eliminate guesswork and manual surveying, measure Customer Team and Agent Performance, and empower your Customer Success Teams.
When a customer reads a help article, when a ticket is solved or closed, when a chat is completed — trigger CES Surveys at the right touchpoints to gauge feedback.
Zendesk, Intercom, Help Scout, Freshdesk or any other — connect CES Software to the helpdesk you use and trigger surveys when tickets are closed or with every conversation.
Loop in your customer success team, set up alerts for high effort feedback and enable teams to take immediate action to resolve issues in time and prevent customer churn.
Take feedback for agents and monitor their efficiency in delivering accurate and quick resolutions to customers. View team performance reports and team leaderboard.
MULTICHANNEL CES SOFTWARE
Distribute CES Surveys and gauge customer effort at all touchpoints and after all interactions.
Send CES Surveys via Email.
Email Survey Invitations
Send CES Email Surveys to customers with Survey Link.
Embedded Email Surveys
Add the Customer Effort Score Question directly in the Email body.
In-Signature Email Surveys
Insert CES Question in the Email Signature of your Customer Service and Support Teams.
Scheduled Email Surveys
Set a date and time to send your CES Surveys to customers.
Email Survey Triggers via Integration
Trigger CES email surveys with integrations — Help Desks, and CRMs.
Connect Zonka Feedback to Helpdesks - Intercom, Zendesk, Freshdesk, Help Scout, or any other you use to trigger CES Surveys after an event.
Measure Effort in Intercom
Send CES Surveys to your prospects and customers inside Intercom Messenger, in Custom Bots, via Emails, and in Posts.
Post Chat / Ticket Surveys
Automate sending Email Surveys to customers after a chat is closed, a ticket is solved or closed in your help desk.
Insert CES Survey in Agent Signature
Measure Customer Effort and Team Performance by embedding CES Surveys inside Help Scout, Zendesk and Freshdesk conversations.
Send CES Surveys via APIs
Use Integrations and APIs to trigger CES Surveys and measure Customer Service and performance at the right time.
Customer Feedback with CSAT, CES & NPS Surveys in Intercom
Intercom Messenger Surveys
Add Survey to Intercom Messenger and get customer feedback on website and in-app.
Intercom Conversation Surveys
Allow Customer Success Agents to trigger Surveys in Intercom Conversations to gauge feedback.
Email Surveys
Send automated Intercom Email Surveys based on workflows.
Survey Workflow in Custom Bots
Add Zonka Feedback Forms & Surveys to an Intercom bot workflow
Intercom Post Surveys
Embed Survey Questions or Feedback Button directly in Intercom Posts.
Measure CES from in-app users, within your knowledge based and from website visitors.
Microsurveys
Create short CES Surveys and trigger Microsurveys in-app or website to measure Customer Effort.
Feedback Button
Place a feedback button with CES Surveys within your website, after a knowledge based article or in-app.
Slide Outs
Display CES Surveys as slideouts on your website and apps to gauge Customer Effort after an event.
Pop-ups
Trigger CES Surveys as pop-up on Website or within your app after events and interactions.
Exit Surveys
Detect when the user is exiting the website and send them a CES survey to understand the ease of using your website.
Embed & Links
Embed or Link CES Surveys anywhere on your website or within your application.
Measure customer effort on-premises using iPads, Android Tablets and Kiosks.
iOS Surveys
With iPad Survey Software, measure Customer Effort on-premises with CES Surveys.
Android Surveys
Turn your Android tablets and smartphones to feedback devices and measure Customer Effort.
Kiosk Feedback
Set up touchscreen devices as Kiosks to take unattended feedback from your visitors.
Offline Surveys
Take feedback in real-time without WiFi, in the offline mode. Sync later.
Measure Customer Effort through SMS Text Surveys.
One-click SMS Text Surveys
Send Text Messages to customers with CES Survey link accessible on mobile browsers.
SMS Surveys with Integrations
Trigger CES Surveys via SMS after an issue is resolved, ticket is closed or an event occurs in Helpdesks, CRMs and other tools.
Run CES surveys on-the-go, on mobile devices.
In-App Surveys
Embed microsurveys within your app and product to get real-time customer feedback on features, product usage and more.
Responsive Mobile Surveys
Build beautiful, mobile responsive surveys with Zonka Feedback that work seamlessly on all devices and screens.
Offline Surveys
Take feedback without WiFi, on the go and sync automatically.
QR Code
Print QR Code for customers to scan and instantly access Survey on their Mobile browsers.
BUILD YOUR CES SURVEYS
WYSIWYG Editor
With an easy-to-use, no-code Survey Builder, design your CES Surveys within minutes.
Customize your CES Question
Make small tweaks in your CES Question to add relevance to your survey.
Variables & Pre-Filled Data
Pass data to your CES surveys, pre-fill survey fields and use data in Responses & Reports with Custom Variables & Attributes.
CES FOLLOW UP QUESTIONS
Don't just measure Customer Effort but also find out the reasons and key factors that affect Customer Experience and Effort by adding logic-based follow up questions in your CES Surveys.
Add choice-based questions or open-ended follow up questions like Comment Boxes for High Effort, Low Effort and Moderate Effort Scores.
CES SURVEY TRIGGERS
Measuring Customer Effort is most effective after an interaction with the Customer Service Team like after an issue is resolved, a ticket is updated or a support call.
Trigger CES Survey Email after a chat or call
Measure how well your team did on a support call by sending CES Surveys right after.
Send CES Survey after a ticket is updated
Integrate with other tools to send CES Survey after a ticket is solved, closed or updated.
Insert CES Surveys in Email Signatures
Let customers to share feedback anytime by adding CES Surveys in Agent Signatures.
INTEGRATE WITH TOOLS YOU USE
Measure CES inside Intercom
Send CES Surveys to your prospects and customers inside Intercom Messenger, in Custom Bots, via Emails, and in Posts.
Take Feedback with Zendesk
Embed CES Surveys inside Zendesk emails, signature or trigger surveys after a ticket is updated, solved or closed.
Track Customer Effort from Freshdesk
Create Contact Lists in Zonka Feedback based on conditions and filters. Use these lists to send Email Surveys.
Send CES Surveys to Help Scout
Measure Team Performance and Customer Effort by embedding CES Surveys inside Help Scout conversations.
Measure CES via Integrations & APIs
Use Integrations and APIs to trigger CES Surveys and measure Customer Service and performance at the right time.
Agent & Employee Feedback
With Zonka Feedback CES Survey Software, integrate your helpdesks, sync your agents and measure Team Performance and Agent Rating.
View real-time Scores in Zonka Feedback
See all of your Customer Feedback and Effort Scores in real-time in your Zonka Feedback dashboard and inbox.
Sync Scores in Helpdesks
Enable viewing your feedback and Customer Effort Scores within Intercom, Zendesk, Freshdesk, Help Scout and other tools you use to keep your team in loop.
WORKFLOW AUTOMATION
Design your Workflow
With a simple workflow designer, create filters and actions based on your CES Surveys.
Set up Alerts & Actions for customers and team
Set up alerts for the team for high effort, trigger automated emails to customers, add tasks for the team for quick issue resolution.
Update Contacts based on Customer Effort Score
Add Contacts to list, unsubscribe them or send them another Survey based on their score.
SURVEY REPORTS
Gain amazing insights with Zonka Feedback’s Real-time Feedback Reports.
This is an Overview Report to get a quick summary and analysis of Responses, CX Metrics including CES and Survey Channels.
Get Insights and Analysis of all Survey Responses and view Customer Effort Scores for all questions.
Have multiple locations? Analyze and compare their performance and Customr Effort Scores
View Customer Effort Score for all agents in a leaderboard Team Performance report.
View and analyze how Survey Responses and Metrics have changed over time, in a powerful Trends Report.
View and analyze how your Customer Effort Scores have changed over a period of time, in a powerful CES Trends Report.
Make meaning of open-ended responses, comment boxes and unstructured text data in Text Analytics report.
VIEW RESPONSES
With a real-time Response Inbox, see responses as soon as they come, from wherever you are. Add tags, notes and tasks to take action and close the feedback loop.
View Response Inbox
View all feedback and responses in a Collaborative Response Inbox.
Filter Responses
Use Date, Response Choices, Contact Attributes, Variables to filter.
Tag Responses
Add Tags to responses. Flag them or mark them as urgent.
Add Tasks & Actions
Create tasks for team, take action and close the feedback loop.
Segment by NPS, CES & CSAT
View CX Scores (NPS, CES and CSAT) and filter by metrics-based segments.
Manage Contacts
See Contacts with Responses & Attributes. Track Contact Activity.
INTEGRATIONS
Connect your favorite tools for a seamless feedback management.
Sync Data
Sync data to apps and tools.. Map survey fields to fields in your CRMs, Customer Support Tools, Marketing Automation Software.
Automatic Email Triggers
Trigger automatic survey campaigns and actions for events like New Contact Added, Ticket Closed or Solved, New Order placed.
Deep Integrations
Use Native Integrations with Intercom, HubSpot, Zendesk, Salesforce, & more. Build your own using APIs & Webhooks.
Yes, depending on your plan, you can create multiple CES surveys and customize them as required. It is advised to add only one CES question per survey to maintain feedback effectiveness.
Yes, you can embed CES question in Email Surveys. To ensure that the customer fill the survey, you can embed the first question as CES questions to collect agent feedback, turn on partial submissions and set up a survey reminders to ensure maximum submissions. You can send CES Survey email directly from the platform, add CES Survey in your in-signature, Download email template and send from other platforms, or trigger CES Survey email via integrations.
You can integrate Customer Effort Score (CES) Survey Software with CRMs, HelpDesks, Marketing Tools, and more including HubSpot, Zendesk, HelpScout, Freshdesk, Mailchimp, Slack, WebEx, and more.
You can also integrate CES Survey Software with Zapier or Make as well as build your own custom integrations with APIs and Webhooks. Zonka Feedback helps in building integrations as well depending on your plan.
Zonka Feedback offers you advance reporting capabilities to easily view, track, and analyse your survey responses. Here are a few types of reporting features you get with our Customer Effort Score Survey Software:
Snapshot Report - Overview report to get quick summary and analysis of the responses.
Response insights - Get insights and analysis of all survey responses and CX metrics (NPS, CES, and CSAT)
Location Insights - Analyse and compare performance and scores based on locations.
Team Performance Report - This allows you to get analysis and comparison of team member performance on each question and metrics.
Response Inbox - See all your feedback and survey responses in real-time with option to apply filters.
Trends Report - View and analyse how survey responses and metrics have changed over time.
Text Analytics - Make meaning of open-minded responses, comment boxes, and unstructured text data.
Yes, you can add a follow-up question after your CES question. It’s a great way to identify the key drivers from the Customer Effort Score (CES). Also, you can further customise your surveys by adding logic-based questions including comment boxes, choice-based questions, etc. for customers with low CES score.
Zonka Feedback allows you to automate Customer Feedback Management with real-time alerts and notifications. You can easily set up response alerts and tasks for low CES score and equip your Customer Support Teams with data for faster action, improved customers experience, and closing the feedback loop.
Yes, you can use your existing HelpDesk including Zendesk, Freshdesk, etc. to trigger CES surveys. Zonka Feedback CES Survey Tool allows seamless integration with your existing tools and also enables creation of custom integrations using APIs and Webhooks.
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