AskNicely for a Retailer
April 12, 2018

AskNicely for a Retailer

Angad Nayyar | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with AskNicely

We use AskNicely to get actionable feedback from our customers after a Zendesk ticket has closed. We've recently used it to also integrate with Magento (through Zapier) to understand the customer experience after purchasing. We have future plans to roll this out into our store experience as well. AskNicely makes it really easy to integrate and get the NPS scores. Furthermore, it's very easy to segment the data and make more granular decisions.

Pros

  • Easy to integrate with existing platforms (Zendesk, Magento, Zapier)
  • Easy to use for consumers
  • Easy to train users to use the admin portal
  • Actionable weekly summary emails on the NPS score

Cons

  • An API call to submit user NPS scores through our own surveys - though this is likely a design decision
  • Trend analysis across feedback through NLP. We're currently using Google's NLP Cloud to do this.
  • Let's us see key areas where our customers are both happy and unhappy- can remedy these to increase UX
  • Can set KPIs for various teams using NPS score
Well suited to getting user feedback at scale, crucial if customer experience is important to your business. Less appropriate if you don't interface with your customers directly - though can still empower your distributors with it.

AskNicely Feature Ratings

Survey templates
10
Themes
10
Custom logo/branding
10
Survey logic flexibility
1
Response tracking
10
Data export
10
Standard reports
10
Custom reports
Not Rated
Analytics
8
Vendor-offered crowdsourcing
Not Rated
Respondent restrictions
Not Rated
Access controls
10
Compliance
10

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