AskNicely Reviews

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This survey is a really fast, easy way to get continuous feedback about our product. Users answer frequently and honestly, and we use their responses to implement new features, make improvements to existing features, and learn more about our user base.

I wish it was easier to search through the responses -- it can be a little tricky to find past responses, and it would be nice to be able to search how many times a certain word came up, for example.

The ability to edit comments and post only the ones that are positive and that will help our company.

Having to scroll to the next available comment EVERY time you ask someone if you can publish their comment and the page gets refreshed.

It is simple, basically has only one thing to do and it does it perfectly. We found out a lot of new stuff about our customers. Also it helps us understand when anyone has any problems with our tool or are dissatisfied.

A few minor issues. We did not have a 'close it' option when we were using it in-app, so a few our users became annoyed. Now we are also using the dashboard on a big screen in our room, but the numbers sometimes are not the same as I see on me desktop (and yes, I'm sure the timeframes are equal:)

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

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.

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.

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.

the automation of customer feed back. It's very hands off. Everything is taken care of automatically... The only time you need to get hands on is when a problem has been highlighted by a member.

scoring system can be a bit fluid until a large number has gone through. But it still highlights any issues.

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.

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.

The product was easy to set up, and the interface is friendly to navigate. The surveys are sweet and simple. Just a click in the email browser and the customer is done. There isn't any need for additional feedback unless the customer wants to. In the past we sent out surveys but received very little response. Since we started using Asknicely, we have seen this increase to about 30%. Our customer service experience has improved. We can collect our customer's feedback and address issues directly with them. Asknicely keeps the responses right in the system so you can refer back to them. It saves time for both the customer and the person responding to them.

It is a little bit pricey for both the app survey and email survey compared to similar products. Most of these programs are built for medium to large businesses with an established customer base. The product is suitable for small to medium-sized companies that can manage day-to-day communications with customers. If you want are you going to invest in a product like this you want to make sure that you stay on top of these surveys and address any customer issues quickly.

Simplicity with deep capabilities if needed. This is a hard balance. Most important, they do have a client success manager that has been key to our success. They stand behind their product and they are open and action-oriented on recommendations.

In order to keep the simplicity, there are some things that become harder to do based on your organization's need for unique organizational element.

That we can learn from our customers what we need to fix. We also know what they love so that we make sure to keep doing what we are doing.

There's nothing that I don't like about it. I always get what I'm looking for out of this software.

It was incredibly easy to set up and automate survey to be sent everyday. The software is not overcomplicated.

The software is great. The documentation for setting up automations between AskNicely and Salesforce isn't robust. I also wish we had more strategic guidance from our account rep, however, I think the account rep to account ration is probably pretty high.

The ability to randomly survey customers on an on-going basis during a course of time was the main reason we purchased this product, which it does well. Customer support has been extremely helpful to work through issues. Responding to those who take the survey through the platform is helpful. Since we use Hubspot, the integration is extremely helpful.

There seems to be a lot of quirks that we've run across, and it's not as intuitive as I had hoped for. Customer support is awesome in helping for overcoming unexpected issues and questions that come up for us.

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.

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.

Quick and easy access to scores and text, and different segments and different dimensions. It's very intuitive.

I would like to be able to combine 2 segments to get overall score and consolidated comments. I would also like more best practices regarding sampling error (like how many respondents do you need to know if an NPS change over time has actually happened.

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.

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 :)

Simplicity is the word. Yet, in the background it does some amazing tasks to make the work flows and automation easy. We're even working on implementing it as Web surveys.

Can't think of any cons, but in terms of development, it would have been great if they provided a sandbox account to test API implementations.

AskNicely gives us an easy way to gauge our users' satisfaction with our product. The interface is clean and friendly, and allows us to quickly set up groups of users to poll. The automated follow-up feature (ask detractors why they're unhappy; ask promoters if we can use them as a reference; etc) makes it really easy for us to talk to our users one-on-one without the traditional overhead of doing so.

Some of the multi-brand/templating features are a little limited and confusing. And it's not always clear if you're sending surveys immediately or adding them to a queue to be sent at some point in the future. But that might just be me...

Simple and to the point.

I do not like that you can publish a response right from the comment and score. What if it gets accidentally hit ...ahhhh!

I had little to no training in AskNicely and I was able to easily grasp how to use it and where to find certain features.

To really capitalize on your clients and optimize your partnership or convert users to ambassadors you need to cough up some money.

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.

Can take time to set up, but no complaints.

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!

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!

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Helps improve interaction with customers and feedback for better relationships. Great tool for reducing Errors and Omissions losses due to customer interaction.

SEO coordination with reviews given should be streamlined instead of asking for additional reviews via the Search Engine and more website widget functionality when wanting to read more reviews.

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