Aiming to reduce the workload in handling the influx of responses for the surveys, Zonka Feedback has come up with the feature of automatic triggered emails called auto-responders.

In this article, you will learn about

What are auto-responders?

What are the benefits of auto-responders?

How are auto-responders useful?

How do we set up the auto responders in the Zonka system?

What are auto-responders?

In Zonka Feedback, you can set up automated replies with the help of a program that automatically generates a set response to all or selective survey responses based on CX metrics.

What are the benefits of auto-responders?

  • Replace all your manual tasks of closing the feedback loop with a 24/7 available automatic system, saving on human resources and support team.

  • Quicker replies are impressive and can lead to building strong long-term relationships with all your customers and reducing the customer churn rate.

  • Get more hits on your website AND more sales by adding links with catchy phrases in your automated responses.

How are auto-responders useful?

1. There could be an auto-responder setup for all the responses collected against a survey. It could be simply a thank you note for acknowledging their time and effort in filling up your survey.

2. You can set up an automatic response for the positive feedbacks you have received. For Promoter NPS, Positive CSAT and Low Effort CES score, a grateful acknowledgement goes a long way.

3. You can set up a response for all the bad rating you receive. For detractor NPS, Negative CSAT and High Effort CES score, an apology could be triggered in real time, which can strengthen the bond with your customer even in negative situations.

You can also handle the email trigger for passive respondents, the one who are neither positive nor negative.

How do we set up the auto-responders in the Zonka system?

The step by step process for setting up automatic responses from Zonka Feedback system is as follows

1. Select the survey for which you have to set up the auto-responders.

2. You have to go to the ‘Build and Distribute’ section of the selected survey.

3. Then go to the ‘Automations’ in the top navigation bar.

4. In the Automation window there are two tabs - Workflow and Auto-Responders. Select the auto-responders tab.

ALL Responses: Turning ON Auto-Responders for the ALL responses will cause the system to send an automated reply to all the respondents.

Net Promoter Score: Turning ON Auto-Responders for the NPS responses will cause the system to send an automated reply to all the respondents based on their NPS responses.

  • In NPS, there could be three types of responses - Promoters(9-10), Passives(7-8) and Detractors(0-6), which can be turned ON individually.

  • You can add placeholders in subject and body of the emails to personalise these automated emails.

Customer Effort Score: Turning ON Auto-Responders for the CES responses will cause the system to send an automated reply to all the respondents based on their CES responses.

  • In CES, the responses could be divided into 3 types - Low Effort, Medium Effort and High Effort, which can be turned ON individually.

  • You can add placeholders in subject and body of the emails to personalise these automated emails.

Customer Satisfactions Score: Turning ON Auto-Responders for the CSAT responses will cause the system to send an automated reply to all the respondents based on their CSAT responses.

  • In CSAT, the responses could be divided into 3 types - Negative, Neutral and Positive, which can be turned ON individually.

  • You can add placeholders in subject and body of the emails to personalise these automated emails.

5. Once done setting up, click on Save.

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