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AskNicely is a versatile software that has been widely used across various departments and teams to track customer feedback and measure …
Overview
What is AskNicely?
AskNicely in New Zealand offers their software application as a means of collecting real-time feedback from customers, touting integration with the CRM and automated workflows, the ability to integrate interaction data from popular tools and channels (e.g. Slack, Intercom, etc.),…
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Popular Features
- Response tracking (25)8.989%
- Survey templates (26)8.585%
- Standard reports (23)8.383%
- Custom logo/branding (24)8.383%
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What is AskNicely?
AskNicely in New Zealand offers their software application as a means of collecting real-time feedback from customers, touting integration with the CRM and automated workflows, the ability to integrate interaction data from popular tools and channels (e.g. Slack, Intercom, etc.), and boasting a…
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- Premium Consulting/Integration Services
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What is AskNicely?
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AskNicely Technical Details
| Operating Systems | Unspecified |
|---|---|
| Mobile Application | No |
Frequently Asked Questions
AskNicely in New Zealand offers their software application as a means of collecting real-time feedback from customers, touting integration with the CRM and automated workflows, the ability to integrate interaction data from popular tools and channels (e.g. Slack, Intercom, etc.), and boasting a satisfactory survey response rate superior to other survey tools.
Reviewers rate Response tracking and Access controls highest, with a score of 8.9.
The most common users of AskNicely are from Small Businesses (1-50 employees).
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Community Insights
TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
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AskNicely is a versatile software that has been widely used across various departments and teams to track customer feedback and measure overall satisfaction. It has proven to be an invaluable tool for organizations looking to improve their customer experience and identify areas of improvement.
With AskNicely, the support department has been able to efficiently gather feedback from customers and share the results in company management meetings. By establishing a baseline NPS score and monitoring trends, positive touchpoints, and pain points in the customer journey, AskNicely has helped inform the organization's customer experience strategy.
Additionally, AskNicely has played a crucial role in providing insight into account health, allowing teams to identify potential references for sales efforts and areas where the engineering team can offer assistance. The software's ability to highlight both successes and failures with visible trends has made it an important asset for the entire organization.
Moreover, AskNicely enables companies to survey customers in real-time, celebrating positive feedback throughout the company and resolving complaints promptly. The integration with tools like Slack allows for instant sharing of feedback, fostering a culture of continuous improvement.
For sales, sales support, and marketing teams, AskNicely has been instrumental in identifying areas for improvement and determining what strategies should be continued. Moreover, by actively engaging with customers across multiple locations, AskNicely facilitates referrals, online reviews, and testimonials.
Overall, AskNicely has proven to be an effective solution for gathering feedback from customers, measuring satisfaction levels, and driving growth and improvement based on user input. It is a powerful tool that allows organizations to better understand their customers' needs and enhance their overall customer experience.
Efficient Onboarding Process: Many users have praised AskNicely for its incredibly easy and seamless onboarding process. They appreciate the straightforward setup, configuration, and quick data import capabilities. This efficient onboarding experience has allowed users to quickly get started with the platform and start gathering feedback from their customers.
Clear Presentation of Survey Results: Users consistently mention that AskNicely excels in presenting survey results in a clear and logical manner. The platform's ability to display feedback in an easy-to-understand way enables users to quickly analyze and interpret the data they receive. This feature greatly enhances user engagement with the feedback gathered through the surveys.
Effective Reach and Efficiency: Several reviewers have highlighted how AskNicely helps them reach a larger number of customers more efficiently than traditional methods. Some users mentioned being able to reach more customers in just one day using AskNicely compared to what they could achieve in one week with three people making daily calls. This effectiveness and efficiency contribute significantly to improving customer satisfaction by gathering feedback from a wider audience in less time.
Trouble loading CSV contacts: Some users have experienced difficulties when trying to load their CSV list of contacts into AskNicely, causing frustration and inconvenience.
Limited customization options for design and automation: Several reviewers have expressed a desire for more customization options in terms of the design of outreach, including branding, background images, and layout spacing. Additionally, users have mentioned the need for greater flexibility in automating emails, such as being able to customize them by time zone or group them throughout the day.
Filters in analytics are limiting: Users have found the filters in AskNicely's analytics to be restrictive as they only work on pre-defined variables. This limitation hampers their ability to gain deeper insights from the data and tailor their analysis according to specific needs.
Users commonly make the following recommendations:
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Get to know the software's features and implement them. It is suggested to take the time to familiarize themselves with the capabilities of AskNicely and fully utilize its features for custom analysis and automation.
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Consider user experience when administering surveys. It is advised to evaluate the user experience when choosing between in-app surveys and email surveys, as some users find that email surveys may be more effective.
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Take advantage of complementary training and free trial. Users highly recommend signing up for AskNicely's free trial and making use of the complimentary training offered for a better understanding of the software and its benefits.
Reviews
(1-7 of 7)Companies can't remove reviews or game the system. Here's why
July 09, 2018
AskNicely Works for Us.
We use AskNicely to [monitor] the NPS score; our NPS score is a KPI that our department is judged on by the management team.
- We believe that AskNicely gives our customers the opportunity to relay their feeling back to us, either positive or negative.
- AskNicely is a great way to communicate with your customer base and get the general feel of the strength of our relationships.
- We have total control of the process so, for example, we use the recommended 90 day period touch point as you don't want to hassle your customers.
- AskNicley has room for improvement with the different integrations - but I believe that it's work in progress.
- I think most business would benefit from using AskNicley, however, a package priced for smaller companies doesn't seem to be an offer.
June 04, 2018
Using Ask Nicely for Customer Service and More
AskNicely is used in my organization to monitor user satisfaction across the whole organization. It allows us to see what our users are thinking and use their feedback to grow and improve. It gives us chance to contact every unhappy customer and try to understand their pain points.
- The score is just for internal use so we do not have to worry about negative feedback, but can just welcome it to learn from our mistakes.
- The work flow is very easy to use to create follow up emails and dig deeper into our customers feedback.
- You can separate the NPS scores from each segment. E.g Buyer, seller etc. This allows to monitor specific segments as well as over all user score.
- The dash took a while for me to figure out how to use, maybe a quick tutorial would be nice. After a while, I got the hang of it so I think I simply had not used a similar format before.
- I have to use other apps integrated, such as Zapier. If I did not use this, it would be a very long manual process to record all the detractor scores in the spread sheet.
- It is very expensive to get the ideal trigger that I would need for my company, the survey trigger we use now is often premature and customers haven't received their order before answering the survey.
May 07, 2018
Use AskNicely for customer feedback!
Score 9 out of 10
Vetted Review
Verified User
We are using AskNicely to gather honest feedback from our candidates and clients. It addresses any issues that our clients and/or candidates might be experiencing by using our services and enables us to improve our customer service and processes.
- Enables people to give us a quick score of 0-10
- Also provides additional opportunity to elaborate on their score
- Enables us to respond to them directly
- Following up with reviewers in the future to explore if their problems were addressed
April 05, 2018
My experience with AskNicely
We use it to collate the responses of the customers on how they find the experience in our offline stores and web stores. It is mainly used by Customer Service department, but the other departments like sales and analysis will sometimes use it as a feedback to improve the overall experience of the website and business processes.
- Easily Integrated with Salesforce.
- As we are using Salesforce as CRM, it is one of the easiest application to integrate. We just have to create reports and limit the date when the customer account is created.
- Can be used to generate reviews.
- Love how after collating feedback, we can easily set it in such a way that it helps to generate reviews online to give the company more awareness as a whole.
- Easy to use
- The set-up is pretty straightforward and easy, surveys can be customized to the specific target groups.
- Statistics can be clearer and easier to understand. Eg. When we ask customers about which areas we can improve, the stats are not the easiest to understand.
March 16, 2018
AskNicely = NPS Champ
We use AskNicely throughout our my company. We utilize it to garner feedback in regards to many different facets of the business, such as product development, customer success, sales & marketing, and the list goes on and on. We are undertaking a large growth initiative this year and it is the tool we are primarily using to help us scale that growth properly.
- On the back end, AskNicely is set up very well. It's incredibly user friendly, and integrates with our other systems (CRM, Zapier, etc) with ease. The overall automation throughout the product is really done well.
- I was initially concerned about "spamming" our current customer base. AskNicely has safeguards in place that do a great job from preventing that from happening.
- I really like that we can "publish" our promoters comments (luckily we have more than a few to choose from), directly to our website using a simple widget.
- Their customer support/success throughout the implementation process is fantastic. Made sure we were getting the most use of their product, and also helped guide us in creating idea and ways to utilize the software.
- Honestly can't think of much, but other than continued integrations with other products out on the market. Trello is one inparticular that we utilize that would be a "nice to have", but we get around it.
February 22, 2018
Product-based NPS Scores
[It's being] Used by a department to determine product-based NPS scores and customer satisfaction with products.
- Smoothly manages questionnaire implementation, thanks to integration with HubSpot
- Provides a ready determination of NPS scores across any time frame you choose, per product "segment"
- Allows Slack integration so we can alert our customer service department to resolve urgent issues by detractors
- Ability to combine segments into 1 score. For instance, we set up one segment for Product X that was ordered by customer as part of a bundle, and another for same Product X ordered separately. We're testing for a halo effect on Product X's NPS score. Assuming there is no halo effect, for reporting purposes I would like to combine both segments. It's a manual process now.
- Would like ability to see multiple graphs in one view (for each segment)
- Problem is to know when an original population's NPS has statistically significantly improved/worsened over time. 2 methods are a margin-of-error test (like 95% confidence intervals included with NPS scores) and a chi-square test. Good example is a calculator by Genroe Software https://www.genroe.com/resources/free-downloads/net-promoter-margin-of-error-calculator. NPS is a sample, and you can infer the original population's NPS using binomial variance using 3 variables (Promoters, Passives, Detractors). Along with testing for inferred population NPS shifts, a simple, clear explanation of all this would really help me explain it to our CEO.
February 15, 2018
Simple to Set Up, Easy to Use, Critical to Success
Our company used to be rated on customer service by KLAS, but as of 2015, they no longer included our category in their research. We knew we needed a solution to track feedback and engage end users on their overall satisfaction, and AskNicely was one of the first NPS tools we came across. We started with the trial version, and we were very impressed by the results. It automated the outreach process, and it tracked individual users, as well as the overall score. The support department used it primarily, but the results were shared at the company management meetings.
- AskNicely is very easy to set up and configure. Uploading the contacts was a breeze, and the import went smoothly.
- Results are clearly and logically displayed for rapid engagement.
- We reached more users in just one day than we did in one week previously with three people calling daily. And this was just with the trial version, which limited us to only 50 surveys a day!
- Their customer service was stellar. I never had to wait long for a response from our representative (Nick). He was quick with solid answers as well.
- The graphical interface is very streamlined and user-friendly. It made an impact with our management team for sure.
- I did have some trouble loading the CSV list of contacts and porting over certain fields. It was not as configurable as I was led to expect. For instance, I did not see default fields for site, state, zip code, etc.
- I would like to see more customization with the design of the outreach, specifically in branding, background images, and layout/spacing.
- I would also be interested to see more customization/options for automating the emails, specifically by time zone or grouping them throughout the day (instead of all queued up at the same time).