AskNicely

AskNicely is the best NPS software I've worked with.

Kommentare: Easy to use, all in one place, customer experience reporting system. Enables us to easily have conversations with our customers.

Vorteile:

Its ease of use and nice, clean layouts. Its also really easy to respond to reviews. The automation makes a big difference and I enjoy how hands off it can be.

Nachteile:

It's quite pricey for a small business (less than 500 surveys a month) and it still requires a bit of formatting to get our customer data into it.

Outstanding Product, Necessary for Customer Feedback and Advocacy

Vorteile:

* Let me start off with the ease of use, since that probably is what sticks with me the most. Uploading contacts is a breeze, and managing campaigns could not be more direct. Managing and tracking feedback is also very intuitive, with one of the smallest learning curves I've ever experienced. * Customers can respond directly in the email, instead of having to log on or open up a survey link. This made for a much higher response rate on initial outreach from what we had previously seen. * The functionality is stellar; it performed exactly as we had wished. Individuals are tracked instead of just campaigns, which allows for year-to-year follow-up with sites and users. * You can customize the contacts, and thus the data, by any elements you wish (zip code, state, product, etc.). The data is based on your needs and what information you can provide. * Responses are easy to track, and the data displays are easy to read and readily accessible. * This provides a necessary customer feedback loop and an immediate NPS outcome. For any company or organization with a serious mind to change their culture based on user stories, this is the tool for you.

Nachteile:

* If I had to change anything, I would like to see a larger quota of emails per month on the base plan. It can be limiting for larger groups, though I do believe they have enterprise level plans as well. That wouldn't really fit our needs, but we might want to send multiple campaigns, so the quote would be rather limiting.

Great in theory

Kommentare: Okay!

Vorteile:

It is great to hear the good feedback from pateints

Nachteile:

All the negative feedback we have received did not help us improve in any way/ shape or form. So not sure if it is helping us

The product actually delivers what it says it's going to deliver.

Vorteile:

The user experience on both ends is fantastic. The support has always been responsive and they do a great job of making sure you (the customer) is very comfortable and confident. The implementation process has been one of the best that I've seen. They make sure every box gets checked!

Nachteile:

I wish there were more customized options in the calendar as to when emails get sent. I also would like to see some different email addresses that responses are sent from, but that's being pretty critical. I guess, I'd like to see some more customization overall to better cater to our particular industry.

Easy Interface and Works Wonders ... but is it worth the higher price than other NPS programs?

Vorteile:

AskNicey is easy to onboard and has a good dashboard to see high-level metrics. We use it within the recruiting industry to track the performance of our recruiters.

Nachteile:

The analytics are lacking if you want to deep dive or find trends. We don't integrate with our CRM so uploading the excel document and exporting is cumbersome and annoying at times. The TV display of metrics is good -- but you have a lot of steps to display it and have Google Chrome bit, which is a little pricey.

Great software for seeing how your customers REALLY feel about you.

Vorteile:

Simple to use interface that has a really easy to manage integration with Salesforce. We use this tool to verify customer satisfaction for all of our clients and the results and feedback have been incredible!

Nachteile:

A little pricey for what is offered, but valuable information nonetheless. Being able to filter on multiple options on their dashboard would also be very useful.

Overall a great product and a pleasant experience

Vorteile:

It was very easy to set up the and get started with the software. Importing contacts was a breeze and I loved that we could filter responses by a large number of options (including the custom fileds we imported). Support was very helpful at all times and every suggestion we had they implemented within a day. Also they helped a lot explaining the product in detail and the initial demo was very useful.

Nachteile:

The only problem we had with the software is that we couldn't organize our surveys via separate campaigns. It was a bit confusing to have all of the contacts in one list and not have seperate segments as well as all of the feedback in one place that we couldn't keep track of the NPS from one campaign to the other.

Great tool... just too expensive for us.

Kommentare: Feedback from users in a simple way.

Vorteile:

The reply function was good. Simple setup. Good customer service team. Although not operating on UK hours.

Nachteile:

Don't allow you to pause and re-start. Limited number of emails sent. Value for money. Quite expensive for 500 emails.

Great to Increase Your Reviews!

Kommentare: Great product and does what it should at a good price point.

Vorteile:

Automation used for this tool is great as it really allows you to gather more (positive) reviews fast! SMS and auto-reminders, are great features.

Nachteile:

Can take time to set up, but no complaints.

Easy to use and easy to look at

Vorteile:

The interface is very visually appealing and generally easy to navigate. The text analysis is simple to set up, very accurate and a powerful tool. It is easy to segment your customers and set up different "types"/occurrences of your survey.

Nachteile:

Some of the integration work was not very straightforward. It is sometimes a little confusing to tell when you are looking at a subset vs. the entirety of your account.

Great Team, Great Service!

Kommentare: We had recently switched to AskNicely and I've been happy with how much easier it is to organize our surveys when submitting new recipients. We're even able to customize our uploaded data for better organization! With other NPS services in the past I had to take extra steps to get my data uploaded to get that exact formatting; I had to go through step after step to get what I needed. Now I don't have to worry about a thing with AskNicely. It's simple, it's straight forward, then it's done and I can focus on looking at results. You can even receive weekly updates by email with those results, making NPS updates regularly available. The layout of their page is easy to understand and sleek. The Dashboard is very helpful with visual graphs, and it even does half of the calculations I used to do manually! We're able to filter out any segment we require for a higher degree of precision data. This is an absolute necessity for us and I'm sure it would be more than valuable for others. I'm also impressed with the breadth of other features and I'm eager to see how these can improve our overall experience, or even improve our process. The surveys themselves are visually pleasing. No 20-step process, this survey will get exactly what you require, and that's your NPS. You can schedule your surveys whenever and however you want them to be sent and in increments rather than all at once. Giving you more control over how you're heard is fantastic. To top it off, the AskNicely team is phenomenal! They're so helpful and understanding and are able to respond very quickly. They're talented and I've even had them make changes to their website (on the spot!) just to meet our needs! They're very open to new ideas for improving their service, too. Overall, these guys really deserve the 10!

The easiest way to increase line of sight to customer experience improvement opportunities

Kommentare: Over the course of the past 9 months we have been able to make significant advances in understanding specific customer painpoints when doing business with us and have improved our overall NPS scores as a result.

Vorteile:

The software is easy to use interface that can be scaled depending on the number of users or integrated with other platforms .

Nachteile:

When integrating it will take some time to understand to relationship between various customer touchpoints and setting the rules of engagement but well worth the investment in time and effort.

Love the daily feedback

Kommentare: Direct daily feedback from our members.

Vorteile:

I love seeing feedback from our members daily. I love that I can communicate directly through the software and that I can see if/when another team member has contacted that member.

Nachteile:

There isn't anything I don't like. However, I'm sure there is more it could do. Maybe customizable surveys for specific programs or sub groups? Also, I would like to have some benchmarks. What is considered a GOOD NPS score for an organization like mine? I can only currently compare against myself, and between my locations.

Real time feedback

Vorteile:

Love that we're getting fast actionable insight from our customers through NPS. Helps us segment our market and focus on our customer advocates

Nachteile:

NPS isnt the best indicator of success. Customers don't like to do it and European clients have a different interpretation of success

Does a good job doing what it's supposed to do

Vorteile:

Pretty easy to get set up and use. Really useful to gather data about client satisfaction to improve the services your company offers.

Nachteile:

It is a bit limited in what it provides.

Set it and forget it - just works

Vorteile:

We set this up and it just works. Great piece of software. It was very simple to configure and I don't have to touch most of the time. Dashboard is great to check your NPS quickly. We use the Intercom integration and the Slack integration.

Nachteile:

There's not much to dislike here. The backend UI is a bit difficult to navigate but that's probably because I don't login all that often.

LOVE IT

Kommentare: customer satisfaction

Vorteile:

Easy and speed of use makes it very user friendly ans an easy thing to do in my day and its a method of communication our clients like

Nachteile:

Love everything, I can not really think of anything I would change at all never change it please......

my experience has been very good

Kommentare: This information is extremely valuable to be able to provide to council on the level of customer satisfaction in real time.

Vorteile:

real time data, graphs provided are very easy to read and visually appealing, feedback is easy to read and the fact you can download the data in excel makes it very easy to include as part of my monthly operational reports to our council partner

Nachteile:

I do not think I am using the information to its fullest - I have not been given any real training provided. I am sure there are likely to be other reports that I can pull from the system however I am not sure what they are.

Excellent tool for managing the NPS process, and for identifying review prospects.

Kommentare: This software has allowed up to automate our NPS process, and identify the best candidates for product review requests. Additionally, it has given our support and product teams insight into how our users feel about our software, allowing them to give assistance and make improvements when possible.

Vorteile:

The software is very easy to setup and manage. The interface is extremely intuitive, and it is wonderful that it integrates with our marketing automation software, HubSpot.

Nachteile:

I love the software, but it would be wonderful if it had an integration with digital gift distribution software.

Easy to use

Vorteile:

Easy to use, the user interface is very neat. Contacting user for further feedback is a great way to improve our software.

Nachteile:

More complex reporting is needed, the current reporting is somewhat simple and works. But would be good to run more complex reports

We have had a good experience with AskNicely

Vorteile:

I really enjoy how easy it is to respond to ratings via platforms we already use for support. Being able to use the manual workflows allows our support team to keep record of those interactions about feedback all in one place.

Nachteile:

I wish the automatic workflows were available on lower tiers! We may upgrade as we scale up but the automation would be really valuable for a smaller organization with departments that are stretched a bit thin :)

AskNicely App is easy to use, just as what we needed it to function!

Vorteile:

The ease of use, the ability to customise different surveys for different customer groups. Also, the workflows that allow us to generate reviews online at the different platform. Value for money as compared to many of the NPS software company. Weekly report helps to put parties involved on the same page as well!

Nachteile:

Sometimes the mobile app does not give very accurate information, in a way that the score given by the customer is wrong. Could just be an app bug, most of the time it's correct!

AskNicely Rocks!

Kommentare: It puts one of the - if not the most - important metrics front and center. It integrates easily into the systems we use including Intercom and Slack. This integration allows us to be more responsive and take action in real-time. The website embeddable widget is sweet too! The onboarding and migration were a breeze. The customer service team proactively reached out to us with minor tweaks to our settings to improve our success rate. Go figure! Real world personalized service in this day and age? I would highly recommend AskNicely on it's solution alone! Don't hesitate - you won't regret it.

Important data with little effort.

Vorteile:

The information it provides, the whole process, the concept is great, the UI is clear and simplified.

Nachteile:

Navigating is not always as clear as it should be, thought it might be how our admin sets up the filters.

EverythingNicely

Kommentare: We're using AskNicely in a slightly different way to most as we're wanting to measure the experience candidates have with us when applying for jobs. I got great advice around how we should ask the question and the team made it really easy for me to automate the sending within our existing processes. The design is slick, it gives a level of detail and insight that we've never had access to before and we love it.