Product Overview of AskNicely
AskNicely is a cloud-based customer feedback and experience management software designed to help businesses collect, analyze, and act on customer feedback in real-time, primarily using the Net Promoter Score (NPS) methodology.
What AskNicely Does
AskNicely enables organizations to streamline their feedback management processes, allowing them to understand customer sentiments and improve their overall customer experience. The software is tailored for businesses that prioritize delivering exceptional customer service, including support departments, entrepreneurs, product managers, and service-oriented companies.
Key Features and Functionality
Customer Feedback Collection
- AskNicely automates the collection of customer feedback through various channels such as email, SMS, and in-app or website pop-up surveys. This ensures continuous feedback from customers at critical moments in their journey.
NPS Surveys
- The software utilizes NPS surveys to gauge customer satisfaction, categorizing respondents into promoters, passives, and detractors. Surveys can be customized with branding elements like logos and domain names, and they support multiple languages.
Real-Time Feedback and Analytics
- AskNicely provides real-time feedback analytics, including live reports, real-time leaderboards, and text analytics. This allows businesses to track NPS scores by product, channel, and customer segments, and to identify trends and areas for improvement.
Automated Workflows
- The platform automates responses based on NPS scores, assigns feedback to team members, and integrates with CRM systems and help desks to ensure prompt action on customer feedback. Automated workflows also include follow-up actions for at-risk customers to enhance retention.
Customizable Surveys
- Surveys can be tailored using survey branching logic, which allows follow-up questions based on the initial NPS score. This feature, combined with fatigue-protection, ensures that customers are not over-surveyed.
Integration and Compatibility
- AskNicely integrates seamlessly with various tools, including CRM systems, help desks, and platforms like Salesforce. It supports both Android and iOS mobile apps, making it accessible across different devices.
Dashboard and Reporting
- The AskNicely dashboard offers comprehensive reporting and data filtering capabilities. It allows businesses to rank NPS scores by event, location, team, or segment, and provides real-time insights to empower immediate action. The dashboard is accessible on multiple devices, including desktops, mobile devices, and TVs.
Additional Features
- Other notable features include one-click testimonials, social influence tracking, customer journey mapping, and the ability to auto-request reviews from promoters on platforms like Google, Trustpilot, or Yelp. The software also includes sentiment analysis and API access for further customization.
Benefits
- Improved Customer Experience: By collecting and acting on real-time feedback, businesses can enhance their customer service and overall customer experience.
- Enhanced Team Performance: The software helps in motivating frontline teams and provides actionable feedback loops that drive sustainable growth.
- Data-Driven Decisions: With advanced analytics and real-time insights, businesses can make informed decisions to improve their products and services.
- Integration and Scalability: AskNicely’s integration with existing CRM and help desk systems makes it a scalable solution for businesses of all sizes.
In summary, AskNicely is a powerful tool for businesses aiming to leverage customer feedback to drive growth, improve customer satisfaction, and enhance their overall customer experience.