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CUSTOMER EFFORT SCORE SOFTWARE

Measure Customer Effort & Agent Feedback with CES Surveys

Customer Effort Score (CES) measures Customer’s perceived effort in doing business with you and the quality of customer service. Use Customer Effort Score Software to run CES Surveys, measure effort and take action to improve service quality.

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1 million+ Surveys | 2000+ Businesses | 200+ Countries | 6 Continents | 39 Languages

  • sap
  • ernst-young-ey
  • nikon
  • air-arabia
  • bcg
  • apple
  • american-express
  • Build Engaging Surveys
  • Measure NPS, CES, CSAT
  • Collect via Offline, Email, SMS, Web
  • CX Automation & Integrations
  • Close the Feedback Loop
  • Actionable Reports & Insights

Run a world-class CES Survey Program

With Zonka Feedback's CES Software, eliminate guesswork and manual surveying, measure Customer Team and Agent Performance, and empower your Customer Success Teams. 

Measure Customer Effort
at all touchpoints

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.

Integrate with Help
desks you use

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.

Track high effort and take immediate action

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.

Review Agent Performance
and Efficiency

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

Measure Customer Effort in the moment

Distribute CES Surveys and gauge customer effort at all touchpoints and after all interactions.

Email Surveys

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.

CES Email Survey

Integrations with Helpdesks and APIs

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.

CES Integration for multichannel

Intercom

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.

CES Intercom Survey

Website CES Surveys

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.

Website CES Surveys

Survey App & Offline Surveys

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.

CES on iPad

SMS Surveys

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.

CES SMS Survey

Mobile Surveys

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.

CES Surveys on Mobile
Build CES Surveys

BUILD YOUR CES SURVEYS

Create and Customize CES Surveys

  • edit-newWYSIWYG Editor

    With an easy-to-use, no-code Survey Builder, design your CES Surveys within minutes.

  • bar-chart-2Customize your CES Question

    Make small tweaks in your CES Question to add relevance to your survey.

  • code-new 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

Identify Customer Effort Score Key Drivers

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 Follow up Questions
CES Signature Survey

CES SURVEY TRIGGERS

Trigger CES Survey at the right time

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 with Help Desks you use

Integrate CES Survey Software with Helpdesks

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

Gauge Agent Rating & Team Performance

With Zonka Feedback CES Survey Software, integrate your helpdesks, sync your agents and measure Team Performance and Agent Rating.

  • Sync Helpdesk Agents as External Users
  • View Agent details with Survey Responses
  • Get real-time Team Performance Reports
  • Compare Customer Effort Score for Agents
  • View Team Performance Leaderboard
text
View Customer Effort Scores

View real-time Customer Effort Score

  • edit-newView 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.

  • bar-chart-2Sync 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

Automate CES-based workflows and actions

  • edit-newDesign your Workflow

    With a simple workflow designer, create filters and actions based on your CES Surveys.

  • bar-chart-2Set 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.

  • code-new Update Contacts based on Customer Effort Score

    Add Contacts to list, unsubscribe them or send them another Survey based on their score.

workflow

SURVEY REPORTS

Reporting

Gain amazing insights with Zonka Feedback’s Real-time Feedback Reports.

CES Snapshot Report

This is an Overview Report to get a quick summary and analysis of Responses, CX Metrics including CES and Survey Channels.

snapshot_report
CES Insights Report

Get Insights and Analysis of all Survey Responses and view Customer Effort Scores for all questions.

response_insight
Location CES Insights

Have multiple locations? Analyze and compare their performance and Customr Effort Scores

location_insight
Agent & Team Performance Report

View Customer Effort Score for all agents in a leaderboard Team Performance report. 

team_performance_report
Response Inbox

View and analyze how Survey Responses and Metrics have changed over time, in a powerful Trends Report.

response_inbox
CES Trends Report

View and analyze how your Customer Effort Scores have changed over a period of time, in a powerful CES Trends Report.

trends_report
Text Analytics

Make meaning of open-ended responses, comment boxes and unstructured text data in Text Analytics report.

text_analytics
snapshot_report response_insight location_insight team_performance_report response_inbox trends_report text_analytics

VIEW RESPONSES

Unified Response Inbox

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.

response_inbox

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.

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2000+

Global Brands

30+

Countries

1 Million

Surveys per month

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