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Zence Feedback Management

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AI-Powered Feedback Management System Capture real-time customer feedback, analyze sentiments, and enhance customer experience with automated feedback collection and analytics Key Modules 1. NPS (Net Promoter Score) Detractor Management • Capture real-time NPS and analyze customer sentiment using AI • Auto-trigger tickets for swift issue resolution • Enable personalized outreach to strengthen relationships • Use trend analysis to eliminate recurring issues Sentiment Analysis • Categorize feedback as positive, neutral, or negative using AI • Detect emotions, intent, and urgency for proactive action • Resolve issues swiftly with data-driven insights Google Reviews • Guide customers to Google review pages post-feedback • Redirect them to your website’s ticket page for additional assistance 2. CSAT (Customer Satisfaction Score) Customer Data Insights • Use CDP insights to create personalized, context-driven questions • Detect CSAT ratings below 4 to identify and resolve recurring issues • Follow up with low scorers for actionable insights Automation & Optimization • Automate repetitive tasks to boost agent productivity • Trigger surveys after positive interactions for accurate feedback 3. Reviews Customer Insights & Engagement • Collect real-time customer reviews to measure satisfaction • Gain deeper insights into customer sentiment and experiences • Automate review collection for seamless engagement • Leverage feedback for marketing and CX enhancements 4. Surveys & Polls Custom Feedback Collection • Create tailored surveys for in-depth customer insights • Conduct quick polls to gather segment-specific feedback • Analyze trends to refine customer experience strategies Common Features Omnichannel Feedback Collection – Gather insights via Email, SMS, WhatsApp, and Surveys Real-Time Analytics – Monitor sentiment trends with AI-powered reports

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