Customer experience stands at the forefront of business priorities, with 75% of global business and technology professionals making it their top focus. Organizations must look beyond traditional approaches to meet...
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Zence Service | Feedback Management
Transform Feedback into Actionable Insights
and empower Decision Making
Capture Voice of Customer to elevate user experience with
our intuitive feedback management solution
our intuitive feedback management solution
Cheers or Complaints - We value every Sentiment
Track customer sentiments to analyze customers opinion,
turn Detractors to Promoters and create experiences that matter
turn Detractors to Promoters and create experiences that matter
Capture Omnichannel VoC Insights
Recognize patterns, track customer interactions via their preferred channels. Use multi-channel ready-to-go templates of surveys, feedback, polls, and product/ service review to understand customers’ reactions
Customized Questions for
Contextual Insights
Understand how your customers view your brand by asking them the right questions. Customise questions as per the customer journey or segments and provide rewards for sharing feedback. Create dynamic questionnaires basis customer segment and customer affinity
Automated Google
Reviews Management
Make leaving reviews and getting help a breeze for your customers. Redirect happy customers to Google Reviews, unhappy ones to your website’s ticket page for a swift resolution
Detractor Management
with Escalation Matrix
Handle complex scenarios and ensure that customers get the right assistance, promptly. Create multiple escalation matrices for dissatisfied users and allow customer review tickets to be addressed by the concerned teams
KPI-Based Performance Reporting
Access visually appealing reports on how the Brand/Store/Store staff are performing on various KPIs like NPS and CSAT, view leader board of top-performing and least-performing locations basis CSAT score
QR Code Surveys for
Instant Feedback
Capture in-the-moment feedback by utilizing QR code surveys via static links. Get comprehensive insights, gauge customer satisfaction, and take proactive steps to complete the feedback loop
Static Links for Review Collection
Gather customer reviews tailored via static link and display prominently on the website, building trust and social proof for potential customers. By combining targeted static links and strategic placement, you can turn customer feedback into a powerful marketing tool
Listen. Analyze. Act
If you’re not listening, you’re losing your customers.
Leverage the power of Zence Feedback Management Solution and power your brand’s CX
Integrated Solutions for
Exceptional Customer Experience
Polls
Engage customers instantly with interactive polls to gather quick insights on preferences & opinions, ensuring strategies remain aligned with their expectations
Reviews
Transform sales with a robust solution that influences buying decisions and boosts conversions through positive reviews
Surveys
Deploy targeted surveys to capture in-depth feedback, providing actionable insights that drive informed decisions and enhance customer satisfaction
Net Promoter Score (NPS)
Evaluate customer loyalty and likelihood to recommend the brand with NPS, tracking trends over time to uncover growth opportunities
Customer Satisfaction Score (CSAT)
Assess customer satisfaction immediately after interactions to identify strengths and weaknesses, enabling informed adjustments for a better experience
Online Reputation Management
Tack customer complaints across platforms. Analyze comments from social media and reviews, convert them into tickets, gauge sentiment & more
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Read MoreFAQs
Still have some concerns? We’ve got you covered! Dive in!
Capturing customers’ sentiments is imperative for businesses as it helps them evaluate and interpret customers’ opinions, emotions, pain points and delight factor. Ignoring it will result in
- User frustration & customer churn
- No mechanism for customers to flag product
- Defects & provide product innovation ideas
- Lack of research surveys to understand
- Changing customer trends/preferences
- Negative PR on public platforms
- Due to lack of brand outreach
- No improvement areas for customer service due to lack of feedback
- Loss of loyalty & advocacy
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- Live walkthrough of Zence key Features
- Industry-specific use-cases
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