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zenloop


Manage your Net-Promoter-Score® (NPS) feedback and boost customer loyalty

zenloop is the leading NPS® platform for ecommerce teams. Collect and analyze NPS feedback. Trigger actions. Automate the entire feedback loop.


Documentation

Why zenloop?

We’ve built zenloop based on our 10 years of e-commerce experience. Our industry usually faces plenty of challenges such as:

­­­­­

  • rising customer acquisition costs because of growing online competition
  • discovering customer issues late – for instance if there is a problem checking out
  • valuable customer feedback disappearing into the customer support silo

We help large online shops e.g. ShopApotheke, Outfittery & Windeln.de to address these challenges by managing the entire customer feedback loop – fully automated

  • save time and create awesome NPS surveys within minutes
  • collect feedback with high response rates of 25-30%
  • expose feedback with livestreams to excite your organization
  • gather immediate insights with Smart Labels (text analytics)
  • delight promoters and critics with instant replies
  • empower organizational improvements with alerts & digests

Manage the entire loop of Net Promoter Score® feedback

  1. Listen: Collect actionable feedback with highest response rates across all relevant touchpoints
  2. Understand: Analyze feedback to identify key trends and customer segments
  3. Act: Close the loop with customers and colleagues to reduce churn and drive improvements

Engaged respondents boost response rates
Multi Channel. Ensure convenience for any customer journey touchpoint. Whether it’s on-page after checkout or embedded in emails, creating targeted NPS surveys has never been easier.

Easy as 1, 2, 3 – awesome surveys ready to go within minutes
Don’t spend days setting up an account and surveys. Built customized NPS surveys that match your company style within minutes.

Expose real time feedback and excite your organization
Live feeds are the perfect dashboard to build a customer centric culture. Put it up on a big screen in the office and watch engagement and morale in your organization go up!

Smart labels provide instant feedback insights
Analyze NPS comments in seconds by using Smart Labels. Qualitative feedback gets segmented into feedback topics. Customize labels to build your powerful text analytics engine.

Delight your promoters and critics with instant replies
Leverage your promoters as marketing channels and referrers. Reply to your critics to prevent churn. Push feedback to a customer service system, Slack or Zapier to delight customers with instant replies.

Empower improvements with alerts and digests
Configure email alerts to route certain customer feedback to responsible employees immediately. Set up regular email digests to stay tuned to how customer relationships improve over time.

Best Practices: NPS® touchpoints along the customer journey of an e-commerce company.

After abandoned carts – via email:
Implement the NPS-question: “How likely are you to recommend our online shop to?

NPS comments will provide insights how to optimize your online shop and checkout e.g. missing payment methods, voucher failing, content bugs or out of stock situations.

After customer service requests – via email:
NPS-question: “How likely do you recommend our customer service to a friend or a colleague?

The feedback will provide insights how to improve your customer service e.g. response time, answer accuracy, agent communication style etc.

After parcel delivery – via email:
NPS-question: “How likely do you recommend our delivery to a friend or a colleague?

The feedback will provide insights how to improve your operations e.g. carrier performance, packaging and delivery times etc.

After checkout – on order success page:

NPS-question: “How likely do you recommend our online shop to a friend or a colleague?

The feedback will provide insights how to optimize your online shop and checkout e.g. missing payment methods, voucher failing, content bugs or out of stock situations.

While shopping – on category or product detail pages:

NPS-question: “How likely do you recommend our online shop to a friend or a colleague?

The feedback will provide insights how to optimize your content and assortment.

 

  1. What is my monetary business impact?

    By managing the entire customer feedback loop, our platform boosts conversion rates, customer lifetime value and reduces churn. Please also check out the features tab.

  2. What is the Net-Promoter-Score® (NPS)?

    The Net Promoter Score® measures customer loyalty with two questions. First, customers rate their likelihood to recommend your company / brand / journey touchpoint on a scale from 0-10. Based on their responses, you identify three levels of loyalty groups: Promoters (9-10 score), Passives (7-8 score) and Detractors (0-6 score). Second, customers provide a comment why the choose this score. This provides you actionable insights why customers are loyal or what you should improve to boost loyalty.

  3. Which response rate does zenloop achieve?

    It’s up to 50% (!) but depends on the survey channel (email vs, web), the customer journey touchpoint (after checkout vs. after delivery) and how emotionally connected the customers are with your brand. The closer to the experience the survey, the higher the response rates. The overall average is 25%.

  4. Do I need developer resources to use zenloop?

    Fortunately, not at all. Our platform is entirely self-service and allows anyone to set up a customized survey within minutes. It becomes more technical if you want to embed our survey HTML in your email or our JS snippet on your website (can be done via tag manager). You would need a developer to set up an API connection.

  5. How do zenloop surveys work with Emarsys templates?

    Go to zenloop and open an account. Then, create an email embedded survey to generate your personal HTML. This code needs to be implemented in your emarsys template (and possibly CSS styled, according to your needs).

  6. Should I export feedback responses to my Emarsys contact data base?

    Yes, you should enrich your CRM data with feedback responses to leverage your promoters, who want to recommend your brand, with a referral automation. NPS data also boosts your customer intelligence. You can establish a data connection via our API (documentation).

  7. Can I track recipients and segment the responses of a survey?

    Yes, you can track user identities (names and email addresses) as well as any properties (e. g. user ID’s, purchased product, geography, language) to better analyze the responses (documentation).

  8. Which survey languages does zenloop provide?

    Our surveys can be set up in English, German, Danish, Dutch, French, Italian, Polish, Portuguese, Spanish, Swedish and if a language distinguishes between formal / informal, we provide that as well. We also can easily implement any new language within one day.

  9. Do you have a free trial and what is the prizing than?

    Yes, we have a 15 days free trial. Our pricing is based on received feedback per month and certain features. Please see the detailed plans here.

  10. Where can I find more information about zenloop?

    Contact us at sales@zenloop.com and we will reach out to you or visit our website. Also check out our documentation for the Emarsys and zenloop integration here, and find additional support documentation in zenloop support center here.

zenloop GmbH
Chausseestraße 15
10115 Berlin
Germany

 

Email: hello@zenloop.com

Website: http://www.zenloop.com/

Check out our documentation for the Emarsys and zenloop integration here and find additional support documentation in zenloop support center here.

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