A sale isn’t the end of the customer journey; it’s the start of an ongoing conversation. Brands that listen to what customers say after a purchase and act on it...
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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
Track 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
Zence Feedback Solution aims to serve as an intelligent end-to-end platform for gathering feedback across multiple customer touchpoints, providing real-time analytics and text analysis, with an in-built escalation management system to enable brands to capture sentiments and improve overall loyalty index and customer satisfaction.
It helps brands by capturing pre-transaction and post- transaction customer sentiments. The solution enables brands to reach out to customers with post-purchase surveys, product reviews, polls, forms and surveys. This helps create brand loyalty index via NPS and CSAT scores to capture their feedback.
Yes, Zence Feedback Solution is highly customizable. It allows brands to create tailored feedback forms and surveys with specific questions, branding, and design elements to align with their unique requirements and brand identity.
Yes, Zence Feedback Solution offers integration capabilities with popular CRM solutions. The feedback management solution’s plug-n-play feature allows brands to swiftly deploy feedback collection mechanisms without significant development efforts.
Yes, Zence Feedback Solution possesses robust analytics tools & reporting features that enable brands to examine feedback data effectively. It offers real-time dashboards, sentiment analysis, trend analysis, and customizable reports to derive actionable insights from the collected feedback.
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- Live walkthrough of Zence key Features
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