Multi-Channel Feedback

Zonka Feedback gathers responses from email, SMS, kiosks, web and other channels into one place. A Beam agent reads each incoming response with its channel and score, applies the rule, and logs it against the right customer or notifies an owner, for example attaching a kiosk rating to a location record. Clear, complete responses are handled on their own. A response tied to no known customer, a score that conflicts with the written comment, or channel data that arrived malformed is routed to a person, so feedback is attributed correctly before it shapes a report.

Real-Time Reporting

Zonka Feedback updates its reports and dashboards as responses arrive. A Beam agent reads these live figures, applies the rule, and alerts a team when a metric crosses a threshold, such as satisfaction at a site dropping within a shift. Metrics holding steady are shared as routine summaries. A sudden dip, a spike in negative responses, or figures inconsistent with another channel are escalated to a person to interpret, since a live number rarely explains its own cause and acting on it without context can send a team chasing the wrong problem.

Collaborative Inbox

Zonka Feedback routes responses needing follow-up into a shared inbox the team works from. A Beam agent reads inbox items, applies the rule, and assigns or updates them, for instance sending a detractor's comment to the owner for that account and tagging the priority. Items with a clear owner and next step are handled quickly. A comment with no obvious owner, one raising a complaint that needs escalation, or a response a customer asked to have addressed personally is flagged for a person, so sensitive follow-ups reach a human rather than an automatic reply.