Get Instant Feedback with WhatsApp Surveys

A WhatsApp Survey is a method for businesses to collect customer feedback by sending a survey link via WhatsApp messages. Respondents can open the survey link in their browser, complete the survey, and submit responses instantly. Since WhatsApp is a platform that customers use daily for communication, it results in a higher response rate and better engagement than other survey methods.

Zonka Feedback offers multiple ways to send WhatsApp Surveys:

• Directly from the platform, sending a survey link to customer phone numbers.

• Automated triggers based on customer actions, such as a purchase or support interaction.

• CRM & Helpdesk integrations to automatically send surveys based on ticket closures or service interactions.

• Bulk sending by uploading a CSV file with customer contacts.

Yes, Zonka Feedback integrates with Infobip to enable WhatsApp Survey distribution. An Infobip account is required to:

• Send pre-approved survey messages via WhatsApp Business.

• Automate survey delivery using workflows and account settings.

• Track response rates and customer engagement in real time.

If you don’t have an Infobip account, Zonka Feedback can help you set it up for seamless WhatsApp survey delivery.

With Zonka Feedback, you can create WhatsApp survey templates on Infobip and configure them on the platform to send surveys via WhatsApp. Supported formats include:

• Text-Based Template Without Button – A simple text message with a direct survey link.

• Text-Based Template With Button – A message with a clickable button, making it easier for respondents to access the survey link.

This flexibility allows businesses to create customized survey flows that match their survey design and business needs.

Yes, Zonka Feedback provides full survey customization, allowing businesses to:

• Personalize messages with placeholders for customer details, such as name, order history, or last interaction.

• Use pre-filled data to reduce effort for respondents.

• Define skip logic to create dynamic survey flows based on customer responses.

• Apply branding elements such as logos and colors for a professional look.

This level of customization enhances the customer experience and increases response rates.

To improve the response rate, follow these best practices:

• Keep survey messages short and engaging to encourage participation.

• Personalize messages by adding customer details to make them more relevant.

• Optimize sending times to align with when customers are most active.

• Send automated reminders to customers who haven’t responded.

• Start with an impactful question, such as a Yes/No or a CX metric (NPS, CSAT, CES).

These strategies help businesses analyze customer sentiment effectively.

Yes! Businesses can automate WhatsApp Surveys using APIs, integrations, and workflows, allowing surveys to be triggered after:

• Purchase completion for product or service feedback.

• Ticket resolution to measure customer satisfaction.

• Subscription sign-ups for onboarding insights.

• Appointment completions to gather post-service feedback.

This automation ensures WhatsApp Surveys are sent at the right time, capturing valuable feedback with minimal manual effort.

Yes! Zonka Feedback’s tracking features allow businesses to:

• Monitor message delivery to see if surveys were sent and received.

• Track open rates to determine how many customers clicked the survey link.

• Analyze response rates and identify drop-off points.

• View real-time insights in the platform’s reporting dashboard.

This allows businesses to analyze the effectiveness of their WhatsApp Surveys and improve future campaigns.

Absolutely! Zonka Feedback enables bulk WhatsApp survey sending, allowing businesses to:

• Upload contact lists via CSV files.

• Send thousands of WhatsApp Surveys at once for large-scale feedback collection.

• Segment the audience based on demographics, past purchases, or previous survey responses.

• Automate survey distribution based on business rules.

This feature is ideal for industries like eCommerce, healthcare, and customer service.

Yes! Zonka Feedback provides survey scheduling, allowing businesses to:

• Pre-set survey distribution times for optimal engagement.

• Automate follow-ups for non-respondents.

• Trigger surveys at key moments in the customer journey.

• Set up recurring surveys for ongoing feedback collection.

This ensures surveys reach customers at the right time, boosting the response rate.

Yes! Zonka Feedback includes Survey Throttling to prevent over-surveying, which:

• Restricts survey frequency to avoid annoying customers.

• Ensures surveys are sent only when necessary, based on past interactions.

• Allows throttling settings to be configured in account settings.

This helps maintain a positive customer experience while still gathering valuable feedback.

Yes, Zonka Feedback’s segmentation feature allows you to group contacts based on criteria like purchase history, demographics, or past feedback, enabling highly targeted survey campaigns.

Yes, Zonka Feedback supports multi-language WhatsApp surveys, making it easy to engage a global audience with surveys tailored to their language preference.

Yes! Zonka Feedback seamlessly integrates with:

• CRMs like Salesforce, HubSpot, and Pipedrive to automate feedback collection.

• Helpdesk software like Zendesk, Freshdesk, and Intercom to trigger surveys post-support interactions.

• Marketing tools like Mailchimp to gather post-campaign feedback.

• APIs & Webhooks to enable custom survey automation.

This ensures a seamless workflow and an efficient feedback collection process.