Zonka Feedback
Zonka Feedback is a customer feedback and AI intelligence platform that unifies surveys, tickets, chats, reviews, and other signals into a single system of insight and action. It focuses on AI-driven thematic analysis, sentiment, and impact scoring, then routes role-specific insights and automated workflows to CX, product, and frontline teams.
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Pricing
- Feedback Management: Custom pricing; includes omni-channel Voice of Customer programs (Email, SMS, WhatsApp, offline, digital), digital CX (website, in-app, in-product), NPS/CSAT/CES measurement, built-in survey distribution, advanced targeting, drag-and-drop survey builder, multilingual surveys, 20+ integrations, advanced analytics & dashboards, case management, real-time alerts, CX automation & workflows, and contact & user journey tracking.
- AI Feedback Intelligence: Custom pricing; includes unified feedback from surveys, helpdesk, live chat & reviews, AI-driven insights, themes & entity extraction, sentiment & emotion analysis, insights assistant, impact analysis, customizable AI models, unified intelligence hub, pattern & trend detection, and CX automation & workflows.
- Enterprise Capabilities (Add-ons/Included in Custom Plans): Custom pricing; includes ISO 27001:2022 certification, GDPR & HIPAA compliance, SSO & user permissions, historical data import, regional data hosting & localization (US, Europe, Australia, India), tailored onboarding, and priority support.
Features
- AI Feedback Intelligence: Aggregates structured and unstructured feedback across channels and runs thematic, entity, and sentiment analysis in near real time.
- Thematic & Entity Intelligence: Automatically clusters topics, detects entities like products, locations, and agents, and tags feedback to the right owners.
- AI Co-pilot / Ask AI: Lets users ask natural-language questions about feedback data, surface root causes, and get suggested next best actions.
- Impact Analysis on CX Metrics: Links feedback themes to NPS, CSAT, CES, churn, and revenue so teams can see which issues move key metrics.
- Role-Based Dashboards & Alerts: Delivers tailored dashboards and alerts for executives, CX analysts, product managers, and frontline leaders.
- CX Surveys & Feedback Suite: Provides multichannel surveys (web, in-app, email, SMS, WhatsApp, kiosk, offline, SDK) with NPS, CSAT, CES and automation.
- Close-the-Loop Automation: Case management, workflows, tasks, and escalations to turn insights into tracked actions and resolutions.
- Integrations & APIs: Native connectors for major CRMs, helpdesks, review sources, plus CSV import, webhooks, and open API for custom setups.
Use cases
- CX & Insights Teams: Centralizing voice-of-customer data, running analytics, and driving portfolio-level CX programs.
- Customer Support & Success Teams: Mining tickets and chats to reduce repeat issues and improve resolution quality.
- Product & UX Teams: Prioritizing roadmaps based on feature requests, app reviews, and in-product feedback.
- Retail, eCommerce, and SaaS Companies: Tracking NPS/CSAT across journeys, locations, and digital properties.
- Healthcare and Financial Services Providers: Meeting regulatory expectations while monitoring patient or client experience.
- Uncommon Use Cases: Used by HR and people teams for employee experience feedback; adopted by universities and training providers to analyze learner satisfaction and course feedback with AI.