TrustRadius Insights
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%
Pricing
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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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- No setup fee
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- Free Trial
- Free/Freemium Version
- 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 Mid-sized Companies (51-1,000 employees).
Comparisons
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(54)
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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- Recommendations
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
(1-4 of 4)Companies can't remove reviews or game the system. Here's why
April 13, 2018
AskNicely is a great CX tool for SMB’s
We use AskNicely to initially create a baseline NPS score and also to understand and identify trends and both positive touchpoints and pain points in our customer experience. We also use AskNicely to identify our promoters segment and why they are promoters. It helps inform how we build and deliver our customer experience strategy.
- Easily and accurately measure NPS
- Amazingly easy to “close the loop” with customers who respond to the NPS question
- Share results with entire organization
- Capture customer verbatim for use in marketing material and employee training programs
- Integrations could always be another but they do a nice job getting Asknicely and CRM’s talking nicely to one another
- I’d like to see more resources on how to take small businesses to the next level of CX execution using NPS and AskNicely
- More, not fewer plan options
86.66666666666666%
8.7
33.333333333333336%
3.3
N/A
N/A
64%
6.4
N/A
N/A
N/A
N/A
25%
2.5
80%
8.0
- Top line and bottom line impact. Helps us to identify our most loyal customers and keep them loyal which grows top and bottom line
- More customer referrals grow top line
- Delighted
I like AskNicely much better than Delighted because you can directly “close the loop” with customers. Delighted doesn’t allow you to do that. That’s a big problem.
March 23, 2018
A Nice Time with AskNicely
We use AskNicely to monitor our net performance score on an ongoing basis. It allows us to see how we're doing; the feature where you can segment results by respondent title is especially helpful. Our CEO is always interested in the response scores that come straight from owners.
- The entire website is intuitive and easy to use. I could figure it out in a short time
- Customer service is very prompt and responsive. Whenever I had a question, the explanations I got were really clear and detailed. I was matched with one rep, Andrew, and he's been great. I feel like I can just quickly email him and he'll take care of whatever
- The fact that you can customize the AskNicely reports is useful. You can start to monitor certain key words, and slice and dice the data in endless ways. If you like data and numbers, you'll have fun
- I'd like to be able to set the exact time when the net promoter score quiz email is sent across different regions of the US. Right now that's not an option, and due to time differences, different people get the email at different times
- I'd like to see a funnel for the nps email delivery: right now I have no access to that data (of the total emails sent, how many were opened, how many were opened but the quiz wasn't filled out, how many respondents didn't comment, etc.)
- More articles and resources on the Help page would be nice
100%
10.0
66.66666666666667%
6.7
100%
10.0
100%
10.0
N/A
N/A
N/A
N/A
45%
4.5
50%
5.0
- AskNicely has revealed some important customer insights to my company. Reading through the detailed comments users leave is a great exercise
- Monitoring our response rate from the AskNicely quiz has made us realize we send out too many emails. We're adapting our policy as a direct result
- So far, there has been no quantifiable ROI
My company signed on with AskNicely before I came on board, so I honestly can't speak to that
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.
93.33333333333334%
9.3
96.66666666666666%
9.7
100%
10.0
80%
8.0
N/A
N/A
N/A
N/A
50%
5.0
50%
5.0
- N/A
- N/A
- promoter.io and Delighted
On the back end & integrations, we found AskNicely was much further along than its competitors. We also found the UX on AskNicely was much better than promoter.io.
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.
66.66666666666667%
6.7
83.33333333333334%
8.3
90%
9.0
46%
4.6
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
- Still in progress. We're using this to determine how to prioritize product improvement.
3 of the 5 could not integrate with tools we use: Hubspot , Shopify, Slack. AskNicely and CustomerGauge integrates with these.
AskNicely won against CustomerGauge because it can trigger feedback requests after specific events/timeframes, and trigger campaigns that target happy or dissatisfied customers. Can also segment customers and products.