Zonka Feedback vs Salesforce Service Cloud

by Gralio Feb 28, 2025

Zonka Feedback and Salesforce Service Cloud address different customer experience needs. Zonka Feedback focuses on gathering and analyzing customer feedback, while Salesforce Service Cloud offers a broader suite of tools for managing customer interactions and support. Choose Zonka Feedback for a dedicated feedback solution; choose Salesforce Service Cloud for a comprehensive customer service platform.

At Gralio.ai we help to simplify your decision-making process by offering detailed, side-by-side software comparisons like this one, to help you confidently choose the tool that aligns with your business goals.

This comparison was created by analysing 2769 reviews and 60 websites, saving 15 hours, 53 minutes of reading.

Zonka Feedback

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Salesforce Service Cloud

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About

Zonka Feedback is a survey and customer experience management platform that helps businesses gather and understand feedback from customers and employees. It allows you to create and send surveys across different channels like email, SMS, and your website, and then analyze the results in real-time. Zonka Feedback offers tools to measure key metrics like NPS (customer loyalty), CSAT (customer satisfaction), and CES (customer effort). It also integrates with popular CRM and helpdesk software. Zonka Feedback aims to help you improve customer experience, build stronger relationships, and make better business decisions based on feedback data.

Salesforce Service Cloud is a customer service platform designed to help businesses of all sizes manage customer interactions and support requests. It offers a range of tools, including case management, live chat, and self-service portals, all within a single platform. Using AI, it aims to personalize customer experiences, automate routine tasks, and provide data-driven insights to improve service operations and boost agent productivity. Salesforce Service Cloud integrates with other Salesforce products and can be customized for various industries, making it a comprehensive solution for managing customer service.

Summary

Main difference

Zonka Feedback is a survey-centric platform ideal for collecting customer feedback across multiple channels and analyzing it for insights. Salesforce Service Cloud is a comprehensive customer service platform with robust features for managing customer interactions, support requests, and agent productivity.

Relative strengths of Zonka Feedback (compared to Salesforce Service Cloud)

Wider range of feedback channels (email, SMS, website, mobile app, kiosk).
Competitive pricing, including a free plan.
Strong focus on survey creation, distribution, and analysis.

Relative weaknesses of Zonka Feedback (compared to Salesforce Service Cloud)

Limited integrations compared to Salesforce Service Cloud.
Less comprehensive customer service management features.
Simpler reporting and analytics compared to Service Cloud’s advanced capabilities.

What companies are using Zonka Feedback and Salesforce Service Cloud?

No data

Southwest Airlines

PenFed Credit Union

Who should use Zonka Feedback VS. Salesforce Service Cloud

Zonka Feedback is a user-friendly customer experience management platform ideal for businesses of all sizes seeking to gather and analyze customer feedback. Users praise its seamless integrations and responsive customer support. However, some users have noted limitations with user licenses and pricing. With features like omnichannel feedback collection and AI-powered surveys, Zonka Feedback helps improve customer satisfaction and loyalty.

Salesforce Service Cloud is a robust customer service platform ideal for streamlining and personalizing customer support. Users praise its seamless website integration and reporting capabilities. However, some find navigation challenging and case assignment automation limited. It's best for medium to large businesses seeking a scalable solution with real-time support and AI-powered insights.

Excellent fit for small, medium, and large businesses.
Suitable for businesses across various industries, including healthcare, finance, and e-commerce.

Best for medium to large B2B and B2C businesses.
Suitable for various industries, especially Software, IT & Telecommunications.

Zonka Feedback and Salesforce Service Cloud features

Supported

Partially supported

Not supported

Type in the name of the feature or in your own words tell us what you need

AI-powered surveys

Supported

Zonka Feedback uses AI to create, analyze surveys, and understand customer sentiment.

Partially supported

Service Cloud integrates with Salesforce tools that offer AI-powered surveys.
Omnichannel feedback

Supported

Zonka Feedback supports feedback collection via email, SMS, website, mobile app, and kiosk.

Supported

Service Cloud supports omnichannel feedback via built-in features and integrations.
AI-powered customer service platform

Not supported

Zonka Feedback uses AI for feedback analysis but not for customer service workflows.

Supported

Service Cloud simplifies service team work with its AI platform, Einstein.
Salesforce integration

Supported

Zonka Feedback integrates with Salesforce, allowing survey data synchronization and lead creation.

Supported

Service Cloud is natively integrated with Salesforce.
CRM integration

Supported

Zonka Feedback integrates with various CRM systems using APIs, webhooks, and platforms like Zapier or Zoho Flow.

Supported

Service Cloud, built on the Salesforce CRM platform, natively integrates CRM data.
Helpdesk integration

Supported

Zonka Feedback integrates with Freshdesk to connect and sync data.

Supported

Service Cloud integrates with helpdesk software via its platform and APIs.

Qualities

Value and Pricing Transparency

No data

No data
Customer Service

No data

No data
Ease of Use

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Reliability and Performance

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Ease of Implementation

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Scalability

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Zonka Feedback and Salesforce Service Cloud Pricing

Zonka Feedback offers a free plan and a 14-day free trial for paid plans. The pricing model is tiered subscription based on the number of responses per month. Add-ons include Locations, Salesforce Integration, MS Dynamics Integration, and Zonka Feedback AI.

Plans

See full Pricing page

No data

See full Pricing page

Zonka Feedback and Salesforce Service Cloud review insights

Users love

The surveys look nice, they are easy to set up and distribute.
Seamless integration with other systems, including Zendesk and Twilio.
The team behind Zonka is very caring and quick to respond.
Zonka is cheaper than most of their comparable competitors.
User-friendly interface
Excellent customer service and support

Seamless integration of website contact forms with cases in Salesforce.
Robust and flexible platform, capable of handling high volumes and scaling with business growth.
Excellent customer support with quick response times.
User-friendly interface for building dashboards and reports.

Users dislike

Limited user licenses per subscription.
Expensive in comparison to other products available in the market.
The API documentation is not correctly updated for the current version.
Limited integration with platforms other than Facebook.
An admin user should not have the ability to delete an account owner.
The plan I am using does not include integrated translation.
Restriction on number of device logins.

Only one asset can be linked to a case, making it difficult when dealing with multiple assets on a single case.
Limited case assignment automation capabilities, especially in the era of AI.
Limited business intelligence metrics and trend analysis options.
Navigation can be challenging, particularly for new users.

Zonka Feedback and Salesforce Service Cloud Ratings

G2

4.7/5

(78)
Capterra

4.8/5

(66)

G2

4.3/5

(2640)
Glassdoor

4.1/5

(18141)

Company health

Employee growth

50% increase in the last year

2% increase in the last year

Web traffic

23% decrease in the last quarter

7% decrease in the last quarter

Financing

No data

July 2022 - $65M

How do Zonka Feedback's feedback modules compare to Service Cloud's case management?

Zonka Feedback's feedback modules focus on gathering customer feedback through various channels like email, SMS, and website surveys, while Service Cloud's case management centers around resolving customer issues and support requests. Zonka Feedback helps understand customer sentiment and improve experiences, whereas Service Cloud manages the entire customer service process from initiation to resolution. Essentially, Zonka Feedback helps collect the feedback that can then be used to create cases in a system like Service Cloud.

Which product best integrates with existing CRM systems like Salesforce?

Salesforce Service Cloud is a product within the Salesforce ecosystem, and therefore, it natively integrates with all other Salesforce products, including Salesforce's CRM system. While Zonka Feedback lists "Salesforce Integration" as an add-on, implying it's not a core feature and likely requires additional cost and configuration, Service Cloud offers seamless, out-of-the-box integration. Therefore, Salesforce Service Cloud offers better integration with existing Salesforce CRM systems.

What are the advantages of Zonka Feedback?

Zonka Feedback's advantages include a user-friendly interface, seamless integrations with platforms like Zendesk and Twilio, and a responsive customer support team. It's praised for its attractive survey designs, ease of setup and distribution, and competitive pricing, especially compared to similar competitors. Zonka Feedback also offers omnichannel feedback collection (email, SMS, website, etc.) and AI-powered survey features.

What are the disadvantages of Zonka Feedback?

Zonka Feedback has some limitations regarding user licenses per subscription and device login restrictions. Some users find the pricing expensive compared to alternatives, and the API documentation can be outdated. There are also fewer integrations compared to some competitors, and some users have reported issues with the integrated translation feature and account management functionalities.

Alternatives to Zonka Feedback and Salesforce Service Cloud

Qualtrics Customer Experience

Qualtrics Customer Experience (Qualtrics XM) helps businesses understand and improve their customer interactions. It uses surveys and analytics to gather customer feedback across different channels like digital platforms and physical locations. This data helps identify areas for improvement in customer service, products, and overall experience. Qualtrics XM offers AI-powered features to analyze feedback, predict customer behavior, and provide recommendations to improve customer satisfaction and loyalty. It is used by many large companies across different industries.

HubSpot Service Hub

HubSpot Service Hub is a customer service platform designed to help businesses manage customer interactions and improve satisfaction. It offers tools like a shared inbox, live chat, and automation to streamline support processes. The platform focuses on providing a unified view of the customer journey and uses AI to automate tasks and provide insights. HubSpot Service Hub aims to help businesses scale their customer service operations efficiently, leading to improved customer retention and business growth.

Loop Feedback

Loop Feedback is a customer experience management tool that lets you create and send surveys across different channels like email, SMS, and even kiosks. It's designed to help you understand customer satisfaction and loyalty by analyzing feedback in real-time. You can track metrics like Net Promoter Score and measure customer effort. Loop Feedback also offers tools for closing the feedback loop by automating actions based on responses, helping you resolve issues quickly and improve customer experience.

airSlate SignNow

airSlate SignNow is a cloud-based tool that allows you to get documents electronically signed. You can upload documents, have people sign them in a specific order, and integrate with other business apps you already use. It's known for its ease of use and competitive pricing, aiming to make electronic signatures accessible to businesses of all sizes.

Dynamics 365 Customer Service

Dynamics 365 Customer Service is a software platform designed to help businesses manage customer interactions. It offers tools for live chat, help desk ticketing, self-service options, and data unification, enabling agents to deliver consistent and personalized customer experiences. This makes it a suitable solution for mid-sized companies wanting to improve their customer service operations.

Google Workspace

Google Workspace is a suite of online productivity and collaboration tools for businesses of all sizes. It includes popular apps like Gmail, Calendar, Drive, Docs, Sheets, Slides, Meet and more. Google Workspace aims to provide a seamless and integrated experience for communication, document creation, file storage, and team collaboration, all accessible from any device with an internet connection. It stands out with its user-friendly interface and strong collaboration features.

Page co-authored by

Michal Kaczor

CEO at Gralio

Michal has worked at startups for many years and writes about topics relating to software selection and IT management. As a former consultant for Bain, a business advisory company, he also knows how to understand needs of any business and find solutions to its problems.

Tymon Terlikiewicz

CTO at Gralio

Tymon is a seasoned CTO who loves finding the perfect tools for any task. He recently headed up the tech department at Batmaid, a well-known Swiss company, where he managed about 60 software purchases, including CX, HR, Payroll, Marketing automation and various developer tools.

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