Overview of AskNicely
AskNicely is a cloud-based customer feedback solution designed to help businesses collect, analyze, and act on customer feedback, particularly focusing on the Net Promoter Score (NPS) metric. Here’s a detailed look at what the product does and its key features:
What AskNicely Does
AskNicely enables businesses to automate the collection of customer feedback at various points in the customer journey, whether through email, web, or SMS. This feedback is crucial for understanding customer satisfaction and loyalty, allowing companies to make data-driven decisions to improve their customer experience.
Key Features
1. Net Promoter Score (NPS) Surveys
- AskNicely uses an 11-point rating system to determine how likely customers are to recommend the brand. Customers are categorized as promoters, passives, or detractors based on their responses.
2. Automated Surveys
- The software automates the process of sending surveys, which can be triggered by specific events or within set timeframes. This ensures continuous feedback collection without manual intervention.
3. Customizable Surveys
- Surveys can be customized with the company’s brand colors, logos, and domain names. They can also be sent in different languages to cater to a diverse customer base.
4. Multi-Channel Feedback Collection
- Feedback can be collected through various channels, including email, in-app or website pop-ups, and SMS. This flexibility ensures that customers can provide feedback in the most convenient way for them.
5. Real-Time Feedback and Analytics
- The platform provides real-time insights and analytics, including live reporting, real-time leaderboards, and text analytics. This helps teams take immediate action based on customer feedback.
6. Integration with CRM and Other Tools
- AskNicely integrates seamlessly with customer relationship management (CRM) software, help desks, and other tools, allowing for automated workflows and responses based on NPS scores.
7. Feedback Management and Response
- The software allows for closed-loop feedback, enabling teams to respond directly to customer feedback through the platform or integrated tools like CRM or help desks. It also routes critical issues to team members via email or Slack.
8. Customer Segmentation and Journey Mapping
- Businesses can segment their customers and map their journey to understand where they are succeeding or failing in creating promoters or detractors. This helps in targeting specific areas for improvement.
9. Sentiment Analysis and Text Analytics
- AskNicely includes advanced text analytics and sentiment analysis, which categorize customer comments into theme buckets, highlighting common issues and areas of satisfaction.
10. One-Click Testimonials and Review Requests
- The platform allows for one-click publication of positive comments and automatic requests for Google, Trustpilot, or Yelp reviews from promoters, enhancing the business’s online reputation.
Additional Functionality
- Mobile App and Multi-Device Compatibility: The AskNicely dashboard is accessible on various devices, including desktop, mobile, and TV, ensuring flexibility for different user preferences.
- Survey Scheduling and Fatigue Protection: Surveys can be scheduled to avoid over-surveying customers, and the system includes fatigue-protection features to maintain high response rates.
- Security and Reliability: AskNicely ensures high availability through clustering, load-balancing, and replication, minimizing the risk of single points of failure.
Overall, AskNicely is a powerful tool for businesses looking to streamline their customer feedback processes, gain real-time insights, and improve their customer experience.