AskNicely - Detailed Review
Customer Service Tools
AskNicely - Product Overview
AskNicely Overview
AskNicely is a cloud-based customer experience platform that specializes in collecting and analyzing customer feedback, particularly through the lens of the Net Promoter Score (NPS) and Customer Satisfaction (CSAT) metrics.
Primary Function
The primary function of AskNicely is to help service businesses gather real-time customer feedback, analyze this data, and take actionable steps to improve their customer experience. This is achieved by automating the process of sending surveys, analyzing feedback, and providing insights that drive meaningful changes.
Target Audience
AskNicely caters to service businesses of all sizes, including industries such as restaurants, hotels, retail stores, and healthcare providers. Its target market includes companies that prioritize customer experience and satisfaction, and are committed to continuous improvement and building strong customer relationships.
Key Features
Real-time Feedback Collection
AskNicely allows businesses to collect feedback from customers immediately after interactions, enabling prompt issue resolution and improvement in customer satisfaction.
Automated Surveys
The platform automates the process of sending out surveys via email, SMS, QR codes, and mobile apps, saving time and resources while ensuring continuous feedback collection.
Integration Capabilities
AskNicely integrates seamlessly with other business tools and platforms, such as Microsoft Teams and Slack, making it easy to incorporate customer feedback into existing workflows.
Customizable Reporting
The platform offers customizable reporting features, including live reports, real-time leaderboards, and data filtering, which help businesses analyze feedback data in a meaningful and actionable way.
Text Analytics and AI Insights
AskNicely uses text analytics and generative AI (NiceAI) to provide deeper insights into customer feedback, helping businesses make data-driven decisions.
Case Management and Automated Workflows
The platform includes case management and automated workflows that analyze and prioritize feedback, then assign it to the right team for action.
By focusing on real-time feedback, automated surveys, and actionable insights, AskNicely helps businesses improve their customer experience, motivate frontline teams, and ultimately drive business growth.
AskNicely - User Interface and Experience
User Interface and Overall User Experience of AskNicely
Ease of Use
AskNicely is known for its user-friendly interface, making it accessible for both businesses and their customers. The platform allows businesses to easily create and send surveys via email or SMS, and customers can provide feedback with just a few clicks.
Key Interface Features
- Real-time Reporting and Analytics: The dashboard provides real-time insights, enabling teams to take immediate action based on customer feedback. This includes live reports, leaderboards, and the ability to filter NPS results by various fields connected to your CRM or help desk software.
- Customizable Survey Templates: Businesses can configure surveys with their own wording, logos, domain names, and languages, ensuring the feedback process aligns with their brand.
- Integration with CRM Systems: AskNicely integrates seamlessly with popular CRM systems, allowing businesses to track customer feedback and interactions in one place. This integration helps streamline customer experience management processes.
User Experience
- Automated Processes: The platform automates many aspects of customer feedback collection, including survey distribution, follow-ups, and responses based on NPS scores. This automation helps businesses stay engaged with their customers without manual intervention.
- Text Analytics: AskNicely uses text analytics to categorize customer feedback into theme buckets, highlighting common issues among promoters and detractors. This feature helps businesses identify trends and patterns in customer feedback.
- Mobile-Friendly: Surveys are delivered in a mobile-friendly format, ensuring customers can easily provide feedback from any device.
Feedback from Users
While many users praise the ease of use and the valuable insights provided by AskNicely, some have noted that the initial setup can be confusing, and the interface may not be immediately intuitive for all users. However, overall, the platform is seen as reliable, innovative, and efficient in enabling productivity and improving customer satisfaction.
In summary, AskNicely’s user interface is designed to be straightforward and efficient, allowing businesses to collect and analyze customer feedback effectively, while also ensuring a smooth experience for both the business and its customers.
AskNicely - Key Features and Functionality
AskNicely Overview
AskNicely is a comprehensive customer feedback solution that leverages various features and AI integration to enhance customer experience management. Here are the main features and how they work:
Net Promoter Score (NPS) Surveys
AskNicely uses NPS surveys to measure customer satisfaction. These surveys are simple, typically asking one question: “On a scale of 0-10, how likely are you to recommend our company/product/service to a friend or colleague?” This helps in gauging customer loyalty and satisfaction.
Automated Surveys
The platform allows for automated survey distribution via email, web, or SMS, ensuring that feedback is collected consistently and efficiently. This automation helps in maintaining a steady flow of feedback without manual intervention.
Real-Time Feedback
AskNicely provides real-time feedback collection and reporting. This feature ensures that businesses can respond promptly to customer feedback, addressing issues or capitalizing on positive feedback immediately.
Customizable Surveys
Users can customize surveys to fit their specific needs, including the wording, logos, domain names, and languages. This flexibility allows businesses to tailor their feedback collection process to their brand and customer base.
Feedback Analytics
The platform includes advanced feedback analytics, such as text analytics and sentiment analysis. These tools help in analyzing customer responses, identifying trends, and understanding the sentiment behind the feedback. This data is crucial for making informed decisions to improve customer experience.
Customer Segmentation
AskNicely allows for customer segmentation, enabling businesses to track NPS by product, channel, and segments. This feature helps in identifying specific areas that need improvement and in targeting feedback collection efforts more effectively.
Integration With CRM
The software integrates seamlessly with various CRM systems like Salesforce, Slack, Hubspot, Intercom, and more. This integration ensures that customer feedback data is synchronized with existing customer relationship management tools, enhancing overall customer management.
Dashboard and Reporting
AskNicely offers a dashboard that updates in real-time, providing live reports and real-time leaderboards. This visual representation of data helps teams to quickly identify areas of strength and weakness, facilitating swift action.
AI Integration – NiceAI
AskNicely incorporates generative AI through its NiceAI feature, which delivers deeper insights and drives real-world improvements. NiceAI helps in summarizing and analyzing feedback data, providing actionable recommendations to improve customer experience. This AI integration enhances the analytical capabilities of the platform, making it easier to extract valuable insights from customer feedback.
Response Rate Tracking and Closed Loop Feedback
The platform tracks response rates and enables closed-loop feedback, allowing businesses to respond directly to customer feedback. This ensures that customers feel heard and valued, which can improve overall satisfaction and loyalty.
Mobile App
AskNicely has a mobile app, making it convenient for teams to access and manage customer feedback on the go. This mobility ensures that feedback can be addressed promptly, regardless of the team’s location.
Survey Scheduling and Templates
Users can schedule surveys and use pre-built survey templates, which streamline the feedback collection process. These templates and scheduling features save time and ensure consistency in feedback collection.
Multi-Language Support
The platform supports multiple languages, allowing businesses to collect feedback from a diverse customer base. This feature is particularly useful for global businesses or those serving multilingual markets.
Conclusion
In summary, AskNicely’s features are designed to automate and streamline the customer feedback process, providing real-time insights and actionable data through advanced analytics and AI integration. This helps businesses in improving customer satisfaction, loyalty, and overall customer experience.
AskNicely - Performance and Accuracy
Performance of AskNicely
AskNicely is a cloud-based customer feedback tool that specializes in Net Promoter Score (NPS) surveys, helping businesses measure customer loyalty and satisfaction. Here are some key points regarding its performance and accuracy:Real-Time Feedback and Analytics
AskNicely excels in collecting and analyzing customer feedback in real time. It allows businesses to capture feedback through various channels such as email, SMS, and in-app messages. The software provides live reports, real-time leaderboards, and text analytics, which help in making quick and informed decisions.Integration and Automation
AskNicely integrates well with other tools like Intercom, Zapier, and Slack, enabling automated workflows for collecting feedback and reporting results. This integration helps in streamlining the feedback process and ensures that the data is organized and summarized effectively.User Experience and Ease of Use
While AskNicely is generally praised for its ease of use once users are familiar with it, there is a notable learning curve for new users. Some users have found the setup process confusing and have needed help at almost every step.Accuracy and Data Reliability
The software is reliable in terms of data collection and reporting. Users have reported that it “just works” without much maintenance, providing pure and important data for their companies. However, there have been some minor issues with the mobile app, such as inaccurate scores, which could be due to app bugs.Limitations
Limited Customization and Reporting
AskNicely has limitations in terms of customization and reporting capabilities. Users have noted that the software lacks data prioritization features to highlight areas of improvement and does not provide analytical reports that list issues and areas needing priority attention.Integration Limitations
There are restrictions in integrating AskNicely with other software systems, which can hinder seamless data flow and workflow optimization. Some users have also mentioned that the dashboard is not very user-friendly when it comes to downloading documents and forms.Cost and Value
The pricing model of AskNicely is a significant concern for smaller businesses or organizations with limited resources. The starting price of $399 per month is relatively high and may not offer the best value for every financial situation.Additional Limitations
Other limitations include the lack of native SMS reviews, no alert functions for NPS or database alerts, and limited analytics and custom filter options. The dashboard can sometimes be cluttered with too much information, requiring heavy scrolling to find specific data points.Conclusion
AskNicely is a strong tool for collecting and analyzing customer feedback, particularly through NPS surveys. It offers real-time analytics, automated workflows, and good integration with other tools. However, it has several areas for improvement, including customization options, reporting capabilities, integration limitations, and a steep learning curve for new users. Additionally, its pricing may be a barrier for smaller businesses. Overall, while it is effective, it is important to weigh these pros and cons based on your specific business needs. AskNicely - Pricing and Plans
Plans and Pricing
Learn Plan
- Monthly Cost: $10/month (billed annually at $449/month)
- Features:
- AI-powered surveys
- Automated workflows
- Reports and leaderboards
- Basic feedback collection and analysis tools
Grow Plan
- Monthly Cost: $20/month (billed annually at $849/month)
- Features:
- Everything in the Learn plan
- AI Insight reports
- Real-time TV display
- Integration with Slack and Microsoft Teams
- Assign feedback response
- Request reviews
- Generate testimonials
- Reputation Management
Transform Plan
- Monthly Cost: $40/month (billed annually at $1,999/month)
- Features:
- Everything in the Grow plan
- In-app surveys
- White label surveys
- Unlimited API data extraction
- Set CX goals & recognize achievements
- Team huddles
- Frontline coaching
- Reputation Management
Additional Options
- Single Sign-On (SSO): $1,500 annually
- API Extracts (outbound API): $1,500 annually (inbound APIs are included)
- External SMS Integration: Additional monthly charge applies
- Reputation (powered by myPresences): Full reputation and review monitoring suite, with an additional monthly charge
Free Trial and Free Plan
- AskNicely does not offer a free plan, but it does provide a free trial for users to test the software before committing to a paid plan.
Response Volume
- The pricing is also influenced by the number of responses. Most mid-sized businesses generate between 5-15K responses per year, but AskNicely supports businesses with much higher response volumes as well. For accurate pricing on higher response volumes, it is recommended to contact their sales team.
AskNicely - Integration and Compatibility
Integration with Intercom
Overview
One of the key integrations is with Intercom, a popular customer messaging platform. AskNicely allows you to automatically gather NPS scores and feedback directly within Intercom Messenger.Survey Triggers
You can set up surveys to trigger based on specific customer events, such as a new customer signing up or upgrading to a new plan.Real-Time Tracking
This integration enables you to track NPS scores in real-time, use Intercom segments to analyze feedback, and trigger auto messages to address both unhappy and satisfied customers.Zapier Integrations
Overview
AskNicely also integrates with over 7,000 apps through Zapier, an automation platform.Workflow Automation
This allows you to connect AskNicely with a wide range of tools, including Salesforce, Zendesk, Slack, HubSpot, and more. With Zapier, you can automate workflows such as sending NPS surveys after new orders in Magento or Shopify, following up on new LiveChat conversations, or adding new AskNicely responses to Google Sheets.No Coding Required
These integrations are set up without requiring any coding, making it easy to automate repetitive tasks.ChatGPT Integration
Overview
Additionally, AskNicely can be integrated with ChatGPT using Zapier.Task Automation
This integration enables you to automate tasks such as analyzing customer feedback or responses using AI models like OpenAI.Insights Extraction
For example, you can trigger an action in ChatGPT to analyze the content of a new response received in AskNicely, helping you extract insights and transform your customer feedback data.Security and Infrastructure
Hosting and Availability
From a security and infrastructure perspective, AskNicely is hosted on Amazon Web Services (AWS), ensuring high availability and redundancy across multiple availability zones.Security Features
The platform supports advanced security features such as two-factor authentication (2FA) with Google Authenticator and Microsoft Authenticator, and it maintains a high level of TLS security, scoring an A in the Qualys SSL Labs Test.Cross-Platform Compatibility
Accessibility
AskNicely provides dashboards and tools that are accessible from both mobile and desktop devices, ensuring that customer happiness metrics are front and center for all team members, regardless of their device.User Experience
This cross-platform compatibility helps in maintaining a consistent user experience across different devices and environments.Conclusion
In summary, AskNicely’s integrations with various tools and platforms, such as Intercom and Zapier, along with its secure and reliable infrastructure, make it a versatile and compatible solution for measuring and improving customer happiness. AskNicely - Customer Support and Resources
Customer Support
Support Options
- AskNicely provides chat and email support for all its plans, ensuring that users can get help quickly and efficiently for any questions or issues they may have.
- For plans exceeding $9,600 per year, users are assigned a named Customer Success Manager, offering personalized support and guidance.
Additional Resources
Templates & Worksheets
- AskNicely offers a variety of templates and worksheets that can help users in collecting and analyzing customer feedback, and in implementing customer experience strategies.
Calculators
- Users can access calculators that help in measuring key customer experience metrics, such as Net Promoter Score (NPS) and Customer Satisfaction (CSAT).
eBooks and Guides
- The platform provides a range of eBooks and guides that cover topics like customer feedback tools, customer satisfaction analysis, and reputation management strategies. These resources are updated regularly to keep users informed about the latest best practices.
Webinars and Case Studies
- AskNicely’s resource hub includes webinars and case studies that showcase how other companies have successfully implemented their customer experience strategies using the platform.
Integrations
- AskNicely integrates with thousands of popular apps through Zapier, allowing users to automate workflows and connect with tools they already use. This includes integrations with Salesforce, Zendesk, Intercom, Google Sheets, and more.
Platform Features and Support
Daily Feedback and Coaching
- The platform delivers daily customer feedback, recognition, and coaching directly to frontline employees and managers, helping them improve their performance and customer interactions.
Reporting and Analytics
- Users have access to advanced reporting and analytics tools, including scheduled reports, API access, and saved reports. This helps in making data-driven decisions and tracking improvements over time.
User Access and Security
- The platform offers advanced user access features, including SSO/SAML authentication, advanced permissions, and an audit log, ensuring that data is secure and accessible only to authorized personnel.
Community and Learning
Testimonials and Success Stories
- AskNicely shares testimonials and success stories from other customers, providing insights into how the platform can transform customer experience and business outcomes.
Blog and Articles
- The AskNicely blog features articles on various customer experience topics, including customer feedback, customer satisfaction analysis, and reputation management. These articles are regularly updated to provide the latest insights and best practices.
Overall, AskNicely’s customer support and resources are designed to be accessible, informative, and supportive, helping users to effectively manage and improve their customer experience.
AskNicely - Pros and Cons
Advantages of AskNicely
AskNicely offers several significant advantages that make it a valuable tool in the customer service and feedback collection space:Ease of Use and Setup
Automated Workflows and Integrations
Real-Time Feedback and Analytics
Customizable Surveys and Feedback Management
Customer Segmentation and Closed Loop Feedback
Multi-Language Support and Mobile App
Customer Experience Management
Disadvantages of AskNicely
While AskNicely has many strengths, there are also some notable drawbacks:Limited Analytics Capabilities
Integration Costs and Limitations
Data Import and Export Issues
Dashboard Clutter
Lack of Alert Functions
AskNicely - Comparison with Competitors
Unique Features of AskNicely
AskNicely distinguishes itself through its use of generative AI, known as NiceAI, which enhances customer feedback collection and analysis. Here are some key features:- Generative AI Surveys: NiceAI can create surveys on the fly, ensuring they are contextually relevant and engaging. This AI intervenes to ask follow-up questions, making the feedback more valuable and detailed.
- Real-Time Feedback and Action: AskNicely allows for real-time feedback collection and automated workflows that analyze and prioritize feedback, assigning it to the right team members promptly.
- NPS and CSAT Measurement: The platform simplifies running Net Promoter Score (NPS) and Customer Satisfaction (CSAT) measurement programs, keeping the entire team informed and aligned.
- Integrations: AskNicely integrates with over 100 tools that teams commonly use, enhancing its versatility and ease of implementation.
Potential Alternatives
Forethought AI
Forethought AI is a strong alternative for mid-sized to large enterprises. It focuses on automating and optimizing customer support ticketing processes using advanced AI and machine learning. Key features include predictive ticket routing, automated ticket resolution, and AI-driven insights. Unlike AskNicely, Forethought AI is more geared towards ticket management and agent productivity.Yellow.ai
Yellow.ai offers an omnichannel conversational AI platform suitable for large enterprises and multinational corporations. It supports text and voice interactions across various channels, including social media, messaging apps, and phone-based conversations. Yellow.ai’s advanced sentiment analysis and NLP capabilities make it a comprehensive solution for businesses needing multi-channel support.Zendesk AI
Zendesk AI is another robust option, particularly for large businesses and enterprises. It uses machine learning to automate ticket routing, provide self-service capabilities through automated knowledge base recommendations, and offer chatbot assistance. Zendesk AI integrates across multiple channels like email, live chat, and social media, making it a scalable customer service platform.Tidio
Tidio is a more streamlined option, ideal for small to medium-sized eCommerce businesses. It combines AI-powered chatbots with live chat support, automating responses to frequently asked questions and integrating with websites, eCommerce platforms, and social media. Tidio is user-friendly and focuses on improving customer engagement and support efficiency.Key Differences
- Focus: AskNicely is primarily focused on customer feedback collection and real-time action, while Forethought AI and Zendesk AI are more centered on ticket management and automation. Yellow.ai and Tidio emphasize omnichannel support and chatbot integration.
- Scalability: AskNicely is versatile and can be used by businesses of various sizes, but Zendesk AI and Yellow.ai are more suited for larger enterprises. Tidio is better for smaller to medium-sized businesses.
- AI Capabilities: AskNicely’s NiceAI stands out for its generative survey capabilities, whereas Forethought AI and Zendesk AI focus on predictive routing and automated ticket resolution. Yellow.ai excels in sentiment analysis and multilingual support.
AskNicely - Frequently Asked Questions
Frequently Asked Questions about AskNicely
How much does AskNicely cost?
AskNicely’s pricing plans start at different levels. The “Learn” plan begins at $449 per month (billed annually), the “Grow” plan starts at $849 per month (billed annually), and the “Transform” plan starts at $999 per month (billed annually). Each plan has varying features and response limits.
What are the key features of AskNicely?
AskNicely offers several key features, including Net Promoter Score (NPS) surveys, customer feedback collection, automated surveys, real-time feedback, customizable surveys, feedback analytics, customer segmentation, integration with CRM systems, and more. It also includes tools for employee motivation, proactive problem resolution, and customer-generated content management.
Can I upgrade or downgrade my plan at any time?
Yes, you can upgrade your plan at any time to better fit your business needs by contacting the support team. However, downgrading or canceling your plan will not take effect until the end of your current contract term.
Is there a minimum contract length for AskNicely plans?
AskNicely plans are primarily offered on an annual basis, but discounts are available for extended multi-year commitments. You should contact the sales team to discuss the best option for your business.
Does AskNicely offer a free trial?
Yes, AskNicely provides a free trial for users to test the features and see if it fits their business needs.
Are there any setup fees for AskNicely?
There are no setup fees for most plans. However, for larger implementations or custom integrations, there may be additional costs. You should contact the sales team for more information.
What payment methods does AskNicely accept?
AskNicely accepts credit cards and offers invoicing options for payment.
What kind of customer support does AskNicely provide?
All plans include chat and email support. For plans exceeding $9,600 per year, you will also be assigned a named Customer Success Manager (CSM) and have access to an Activation Team for personalized guidance and seamless implementation.
How is my data handled and protected by AskNicely?
AskNicely ensures that your data is handled and protected securely. For specific details on data protection, you can refer to their support resources or contact their team directly.
Can I integrate AskNicely with other tools and systems?
Yes, AskNicely supports integration with various tools and systems, including CRM systems, Slack, Microsoft Teams, and more. It also offers API access for data extraction and other integrations.
What types of businesses does AskNicely serve?
AskNicely serves a wide range of businesses, including enterprises and small to medium-sized enterprises (SMEs) across various industries such as banking, healthcare, and more.
AskNicely - Conclusion and Recommendation
Final Assessment of AskNicely
AskNicely is a formidable player in the customer service tools and AI-driven product category, offering a comprehensive suite of features that cater to businesses seeking to enhance their customer experience.
Key Features and Benefits
- Real-time Feedback: AskNicely allows businesses to collect feedback from customers in real-time, enabling prompt action on customer concerns and improving overall customer satisfaction.
- Automated Surveys: The platform automates the process of sending out surveys, saving time and resources while ensuring consistent feedback collection.
- Advanced Analytics: With features like Net Promoter Score (NPS) tracking, customer segmentation, and sentiment analysis, businesses can analyze feedback data to identify trends and make informed decisions.
- Integration Capabilities: AskNicely integrates seamlessly with other business tools and platforms, making it easy to incorporate customer feedback into existing workflows.
- Customizable Reporting: The platform offers customizable reporting features, allowing businesses to analyze feedback data in a meaningful and actionable way.
Target Market and User Benefits
AskNicely is particularly beneficial for service businesses that prioritize customer experience and satisfaction. This includes industries such as restaurants, hotels, retail stores, and healthcare providers. The platform is designed for businesses of all sizes, from small startups to large enterprises, that are committed to continuous improvement and building strong customer relationships.
User Experience and Support
Users have praised AskNicely for its user-friendly interface and the insightful data it provides, which helps in improving customer satisfaction. The platform offers various support options, including phone support, live support, tickets, and training, ensuring that users can get the help they need.
Pricing
The starting price for AskNicely is $199 per month, which includes features such as automated workflows, advanced text analytics, and multi-language support. This plan also covers 10 user licenses and up to 5,000 surveys per month. A free trial is available for those who want to test the platform before committing.
Recommendation
AskNicely is highly recommended for any business that values customer feedback and is committed to improving its customer experience. Its real-time feedback, automated survey capabilities, and advanced analytics make it an invaluable tool for service-oriented businesses. The platform’s scalability and integration capabilities ensure it can adapt to the needs of businesses of various sizes.
If you are a business owner or manager looking to gather meaningful customer feedback, take prompt action on it, and drive customer satisfaction and loyalty, AskNicely is an excellent choice. Its features are designed to help you make data-driven decisions, improve your customer experience metrics, and ultimately drive business growth.