TrustRadius
Using Ask Nicely for Customer Service and More
https://www.trustradius.com/surveysAskNicelyUnspecified9.748101
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June 04, 2018

Using Ask Nicely for Customer Service and More

Score 8 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with AskNicely

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.
  • Ask Nicely is just for internal use and we don't monitor it in relevance to GMV
  • Ask Nicely is a good way to provide quantifiable goals in customer service which is often qualitative
  • Ask Nicely is a great way to follow up with all customers who have not had a good experience
  • Customer Surveys
Ask Nicely is good for monitoring customer or user satisfaction, the one question and section for comment is ideal for customers. no one wants to be answering multiple question surveys.

AskNicely Feature Ratings

Survey templates
10
Themes
7
Custom logo/branding
8
Question design help
10
Survey logic flexibility
8
Response tracking
10
Data export
7
Standard reports
9
Custom reports
9
Analytics
10