Zonka Feedback

Zonka Feedback is a customer feedback and intelligence platform that helps businesses collect feedback across channels, unify scattered sources in one place, analyze it with AI, and act in real time. Whether it’s digital journeys and product feedback or frontline and support experiences across locations, Zonka Feedback helps teams to understand customer experience, reduce churn, and improve satisfaction.

With surveys for NPS, CSAT, and CES, businesses can run transactional and relationship programs and capture feedback across email, SMS, WhatsApp, web, in-app, in-product, kiosks, and offline touchpoints. Zonka Feedback integrates with CRM, Helpdesk, and Marketing platforms, including Salesforce, HubSpot, Intercom, and Zendesk, to trigger surveys and sync scores, creating a holistic 360° view of the customer journey. With out-of-the-box reports, trends, and insights, teams can analyze data to drive informed CX improvements.

Zonka’s AI Feedback Intelligence unifies all experience signals from tickets, chats, reviews, calls, social, and surveys—sources that often live in silos—into a single platform. Powered by Thematic Analysis, Impact & Sentiment Scoring, Entity Recognition, and Agentic AI, it gives teams clarity on what’s working, what’s broken, and where to focus across themes, functions, and locations. It also features a built-in Insights Assistant, allowing users to Ask AI, chat with the data, and get instant answers to critical questions.

Zonka Feedback simplifies & speeds up closing the feedback loop with a centralized inbox, case management, reputation management and intelligent automation. Feedback is routed to the appropriate teams, follow-ups are triggered instantly, and businesses can respond directly to customer feedback and online reviews, proactively engaging detractors and turning negative experiences into loyalty-building moments.

Key Capabilities

• NPS, CSAT, CES survey & VoC program
• Collect responses via Email, SMS, WhatsApp, Web, In-App, Kiosks & more
• AI Feedback Intelligence with thematic, sentiment, impact analysis & entity recognition
• Reputation Management to unify, monitor, and respond to online reviews
• Centralized Inbox with collaborative view, tagging, and tasks
• Case Management with tickets, assignments, and direct customer communication
• Real-time Alerts via Email, SMS, WhatsApp, Slack, and Microsoft Teams
• Workflow Automation to trigger actions and close the loop faster
• Reporting & Analytics with out-of-the-box dashboards and trends
• Integrations with 50+ platforms, including Salesforce, HubSpot, Zendesk, Intercom