Running a survey is one of the quickest ways to get qualitative and quantitative feedback from your customers. And thanks to tools such as Survicate, it doesn’t take more than a few minutes to run a beautiful and functional survey nowadays.
However, very few companies use just one tool in isolation. In order for surveys to be as useful as possible, your data needs to be integrated with the other tools you use in your day-to-day marketing, sales, and customer support. Zendesk is one of them.
If you’ve ever wondered what it’s like to easily run surveys in Zendesk, we’ll show you some of the best choices. We’ll show you how the integration works and how much you can expect to pay.
Creating a survey is as easy as sending an email, thanks to the tool’s intuitive survey builder. And you don’t have to create it from scratch—there are 125+ survey templates that you can use, including:
Thanks to the integration, you can set up workflows to improve your customer service experience. For example, you can automate surveys to be sent from Zendesk after a closed ticket, a finished call, or a resolved chat conversation.
Once new feedback arrives from Survicate to Zendesk, user info gets updated automatically with the feedback they provided. You can choose when you want the account update to happen: once the survey is completed or when the customer meets certain conditions.
You can also create completely new tickets if the survey response requires a bit more work. To top it all off, you also get Slack notifications for new survey responses in Survicate that go to Zendesk.
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NiceReply self-describes as the “effortless way to champion customer experience,” and it does deliver on the promise. Its main offering includes three types of surveys: CES, CSAT, and NPS.
You can find out about its Zendesk integration on a dedicated page with an explainer video. In short, customers who use the NiceReply surveys (as opposed to the native Zendesk ones) see better response rates.
You can use NiceReply to add surveys to your Zendesk ticket responses and effortlessly capture customer feedback without lifting a finger. Moreover, you can include survey triggers in your macro templates.
Once a ticket is resolved, you can set up NiceReply surveys to be automatically sent out in emails. Depending on the type of issue, the department, and even the agent, you can choose different surveys to go out in your emails.
The great news is that the Zendesk integration is enabled in all plans, even the cheapest one that comes in at $39 per month. What is not so amazing is that this plan only supports up to 100 responses monthly, so you’ll quickly find out you have to upgrade.
Positioning its as the best SurveyMonkey alternative (more on that tool in a minute), SurveySparrow is a modern, comprehensive survey tool. It comes with a wide range of survey types, including the most popular choices, such as NPS and CSAT. The survey editor is also super easy to use.
The Zendesk integration offers the basic functionalities, but it’s not as good as the ones in Survicate or NiceReply.
You can create or update tickets in Zendesk based on survey results from SurveySparrow and update Zendesk contacts based on the results that come in. While the integration page explains the process nicely, the functionality is pretty basic compared to the competition.
Whenever we talk about SurveySparrow, pricing is an issue for two reasons. First, it’s not publicly available, and you have to get in touch to find out the price. Second, the pricing is tiered, and there are two tiers with three plans each. However, the Zendesk integration is available only on the Business plan, which comes in at $99 monthly, or higher plans.
The oldest and arguably the most famous survey tool on this list, SurveyMonkey is a household name in the customer feedback arena. This tool allows you to create a wide range of survey types and, besides Zendesk, it offers a large number of integrations.
Unfortunately, the Zendesk integration seems rather basic. When you connect the two tools, you can map the response data to customer records and send targeted surveys based on customer segments in Zendesk.
SurveyMonkey is not expensive, which is good news. Paid plans start at just $22 per user. However, it’s unclear which plans come with the Zendesk integration, so you’ll have to get in touch with sales to find out.
Most tools on this list are known for their survey-creation capabilities. However, Typeform is more of a general form builder, allowing you to create various types of content. Quizzes, forms, surveys, polls, and tests—these are just some of the many types you can use.
Typeform has two advantages. First, the user experience for your survey takers is great as the surveys are sleek and modern. Two, there is a variety of templates for all content types.
But we’re here to talk about the Zendesk integration and, unfortunately, this is not where Typeform shines. Unlike the competitors, Typeform does not have a native integration with Zendesk, so you’ll be forced to use Zapier. Not a huge inconvenience as the setup is quick and easy, but it adds an extra cost.
The biggest downside is that the use case is pretty limited. You can run the integration to add new data to your Zendesk contacts based on Typeform survey results, but that’s about it.
Typeform is not expensive—the most basic plan is $25 per month for 100 responses. However, once you factor in that you have to pay for Zapier and that the functionality is also limited, it’s not a great deal after all.
If you’re looking for a way to capture customer feedback and run surveys across devices, this can be a great alternative to some of the bigger names from this list. ZonkaFeedback has all the most popular survey types, and it lets you run surveys online and offline.
Besides your website, email, and even SMS, ZonkaFeedback has an app for iOS and Android. This means it’s easy to set up a device and collect all your survey results in the cloud.
Similar to other tools, you can trigger your surveys from macros to get more out of your canned responses. It’s also possible to send specific surveys post-resolution (once a ticket is resolved) to gauge customer experience.
One thing that makes ZonkaFedback stand out is the ability to connect the tool to Zendesk’s database so that you tie survey responses to specific agents. That way, you can establish who has great survey scores and who needs some additional training.
ZonkaFeedback is not overly expensive—the most affordable plan is $49 per month. The Zendesk integration comes with all plans, including this one. Overall, a solid choice with a lot of integration options.
Once you land on InMoment’s website, it might take you a bit to figure out that the company offers surveys, among other services.
The Zendesk integration works really well. It was built to go both ways—you can feed data to Zendesk and get data out of it to InMoment.
For starters, you can trigger customized surveys once a ticket is closed. Only specific groups of customers can get those surveys, and you can personalize them by including the agent’s name in the email that goes with the survey. When feedback comes back, it’s added to the contact record in Zendesk.
As survey responses come in from InMoment, you can immediately get alerted about those with low scores and act on them. You can filter the results by the agents (so you can see who is underperforming) or themes to learn which parts of your app or product are causing issues.
Sadly, there is no pricing available, and you’ll have to get in touch and book a demo first to get pricing information for InMoment.
Out of all the tools on the list, Qualtrics is the most suitable one for enterprises, largely thanks to its broad offer. It’s a complete customer experience platform, and surveys are just a part of its entire offering. It also comes with a Zendesk integration.
You can use Qualtrics to automatically update Zendesk tickets based on survey responses. This can help you resolve tickets faster and improve the efficiency of your customer support.
Unfortunately, that’s as good as it gets with this integration. While you can get some other things to work with these two tools (such as Zendesk Tasks and Zendesk Events), this is the only functionality that has to do with surveys. In short, we expected a bit more from Qualtrics.
No pricing is publicly available, so you’ll have to get in touch with sales to find out how much it’s going to cost you.
As you can see, the possibilities are endless with Zendesk and a capable survey tool. You can capture feedback and improve your customer service, all while learning which agents and parts of your business need your utmost attention.
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NET PROMOTER, NPS, AND THE NPS-RELATED EMOTICONS ARE REGISTERED U.S. TRADEMARKS, AND NET PROMOTER SCORE AND NET PROMOTER SYSTEM ARE SERVICE MARKS, OF BAIN & COMPANY, INC., SATMETRIX SYSTEMS, INC. AND FRED REICHHELD.