LivingPackets Enhances Product Experience with Zonka Feedback

How do you ensure that a cutting-edge product designed to reshape an industry is fully understood by its users? For LivingPackets, this wasn’t just a key consideration—it was central to their mission of revolutionizing sustainable packaging.

Based in France, LivingPackets is at the forefront of sustainable innovation in the transportation, logistics, and packaging industry. Their flagship product, the LivingPackets Box, is a smart, reusable package designed to minimize packaging waste while enhancing security and user experience. As the company expanded, particularly among large enterprises, it became crucial to understand how users were interacting with the product and identify areas for improvement.

Amal Hamid, Customer Experience Manager at LivingPackets, recognized early on that user feedback would be the key to unlocking continuous product refinements. As the LivingPackets Box transitioned from internal testing to public use, gathering insights from customers became essential to refine the product and address any potential barriers. Amal and her team understood that feedback would drive product evolution and ensure a seamless user experience.

In our conversation with Amal, she highlighted a few major challenges that came their way:

• Inability to Trigger Surveys Based on User Interactions: LivingPackets needed to understand where users were encountering difficulties in comprehending the product's functionality. The inability to gather feedback precisely at critical moments meant missed opportunities to identify and resolve pain points in real-time.
• Lack of Multi-channel Feedback Collection: With feedback coming from various events and digital interactions, it was essential to capture insights both online and offline. The inability to gather responses across multiple channels left gaps in understanding the full user experience.
• Limited Integration with Existing Tools: Managing feedback efficiently required seamless integration with tools like CRISP for customer chat and ClickUp for task management. Without proper integration, it became difficult for Amal’s team to track and respond to feedback in a timely and organized manner.

The need to collect timely, accurate, and actionable feedback led Amal to Zonka Feedback! Let’s explore how LivingPackets transformed their feedback strategy with Zonka Feedback, driving product evolution and enhancing the overall customer experience.

From capturing insights on product misuse to integrating seamlessly with their workflow, Zonka Feedback provided the features they needed to improve both user experiences and operational efficiency. Let us look at how it unfolded. 

1. Feedback Collection across Multiple Channels

Over the past two years, LivingPackets has leveraged Zonka Feedback to gather critical insights from various channels, ranging from internal testing to exhibition fairs, and extending to large companies and actual users. This approach enabled them to track product usage comprehensively.

This real-time, multichannel feedback allowed them to refine their product based on precise insights.

2. Seamless Integration with Existing Tools

Zonka Feedback’s integration capabilities made it easy for LivingPackets to automate their feedback process. By connecting Zonka Feedback with tools like CRISP and ClickUp via Zapier, LivingPackets was able to trigger surveys automatically based on user interactions.

For example, when a customer engaged in a specific chat interaction through CRISP, a survey was sent out to gather immediate feedback. If a problem was flagged in the response, an action was automatically created in ClickUp, ensuring the issue was addressed quickly.  This smooth integration streamlined their feedback workflow, ensuring timely responses and improved user satisfaction.

3. User-Friendly Survey Creation

Transitioning feedback management responsibilities became effortless with Zonka Feedback’s intuitive design. Even when their initial team member responsible for handling Zonka Feedback left, Amal and her team adapted quickly.

This ease of use ensured that their feedback process continued without disruption, allowing them to focus on product refinement without missing a beat.

4. Tracking and Analysis of User Experience

Zonka Feedback’s powerful tracking and analysis features helped LivingPackets keep a close eye on how users interacted with both their physical product and the accompanying mobile app. This continuous feedback loop revealed where users faced challenges, whether with unlocking the packaging or navigating the app. With these actionable insights, LivingPackets promptly addressed usability issues, providing a smoother experience for both new and existing users. By turning feedback into actionable improvements, they continuously enhanced their product based on real-world data.

For a company that thrives on delivering innovative, sustainable packaging, leveraging customer insights was crucial for LivingPackets to fine-tune their product and elevate user satisfaction. Zonka Feedback became the bridge between user experiences and actionable data, helping them transform feedback into product improvement and customer loyalty. The impact they witnessed was immediate and far-reaching:

• Enhanced Customer Insights: With over 500 responses gathered across multiple channels, LivingPackets gained a deeper understanding of user behavior, helping them identify pain points and refine the product to ensure a seamless user journey.
• Streamlined Feedback Management: Integrations with CRISP and ClickUp automated feedback handling, ensuring timely issue tracking and faster resolutions, which helped maintain high service standards.
• Ease of Use and Adaptability: Zonka Feedback’s intuitive interface allowed the team to continue managing feedback seamlessly, even during internal transitions, keeping their focus on continuous product improvement.

By leveraging Zonka Feedback’s capabilities, LivingPackets was able to react promptly to user feedback, refine the product in real time, and ensure a consistent, high-quality experience for their customers. This proactive approach not only enhanced user satisfaction but also fueled long-term growth, positioning them as a leader in sustainable packaging innovation.

Looking ahead, LivingPackets remains committed to using Zonka Feedback to drive further innovation, continuously improving their product based on real-time insights. Their journey shows how a focused feedback strategy can transform customer interactions into a powerful tool for growth.

Ready to turn feedback into action and offer top-notch customer experience? Sign up for a free trial or schedule a demo to start collecting smarter feedback, build stronger relationships, and drive meaningful improvements in your product and service offerings!