AI TOOL PROFILE
Zonka Feedback: AI Customer Feedback & Intelligence Platform
- Customer Support
- Analytics and Reporting
- CX and Insights Leaders
- Customer Support Leaders
- Product Leaders
- Location and Frontline Leaders
Pricing
Pricing is custom based on feedback volume and data credits. A 14-day free trial is available. Buyers should confirm current pricing on the vendor website.
At a glance
- Best for
- CX and Insights Leaders, Customer Support Leaders, Product Leaders, Location and Frontline Leaders
- Key use cases
- Unifying Feedback Data, Identifying CX Issues, Measuring CX Metrics, Closing the Feedback Loop
- Integrations
- Salesforce, HubSpot, Zendesk, Freshdesk, Intercom
- Official website
- Visit Zonka Feedback official website
How AI is used
Zonka Feedback is a platform designed to capture and analyze customer experience (CX) data. It unifies unstructured feedback from multiple sources—including surveys, support tickets, live chats, and online reviews—and uses AI to identify recurring themes and sentiment.
Key Features
Thematic Analysis
Extracts themes and entities from open-text feedback to identify recurring topics.
Sentiment Analysis
Analyzes customer emotions and sentiments to understand user experiences.
Ask AI Assistant
A GenAI assistant that allows users to query feedback data for summaries, root causes, or churn patterns.
Role-Based Dashboards
Provides tailored views for different stakeholders, such as CXOs and frontline managers, based on specific KPIs.
Multi-Channel Collection
Supports gathering feedback via Email, SMS, WhatsApp, Website, In-App, and offline kiosks.
Case Management
Supports converting feedback into trackable cases with assigned owners to help close the feedback loop.
Use Cases
Unifying Feedback Data
Centralizing feedback from surveys, helpdesk tickets, and app store reviews into one view.
Identifying CX Issues
Using AI to detect shifts in negative sentiment or recurring issues to prioritize fixes.
Measuring CX Metrics
Running and tracking Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES).
Closing the Feedback Loop
Automating follow-ups and routing insights to teams to resolve customer complaints.
Integrations
- Salesforce
- HubSpot
- Zendesk
- Freshdesk
- Intercom
- Jira
- Slack
- MS Teams
- Google Sheets
- Zapier
- Make
- Webhooks
FAQ
What is the difference between Zonka's Feedback Management and AI Feedback Intelligence?
- Feedback Management is for creating and distributing surveys and measuring metrics, while AI Feedback Intelligence uses GenAI to analyze unstructured data for themes and trends.
How is Zonka Feedback priced?
- Pricing is custom and based on the number of responses for Feedback Management and data credits for AI Feedback Intelligence.
Does Zonka Feedback support historical data import?
- Yes, users can import past survey responses and ticket data to run AI-powered analysis on historical and current feedback.
Is the software compliant with data privacy regulations?
- Zonka Feedback is ISO 27001:2022 certified and complies with GDPR and HIPAA regulations.
Source category: Customer Support
Source subcategory: Analytics & Reporting
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