Feedback Management

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
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Cheers or Complaints - We Value Every Sentiment

Track customer sentiments to analyze customers opinion,
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

Capture context by asking relevant & customized questions

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 for Stores

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

Manage Detractors 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

In-depth 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

Leverage store QR codes to get 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

Share static links to collect reviews

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

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If you’re not listening, you’re losing your customers.
Leverage the power of Zence Feedback Management Solution and power your brand’s CX

Related Resources

FAQs

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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