AskNicely Software

Overall we have got what we wanted out of the software but since our marketing automation software now offers NPS scoring we will probably not renew

Pros

The thing I like most about asknicly is the reporting aspect of the software. It allows for some pretty cool dashboards right out of the box.

Cons

The think i dislike the most is the inability to manage people the away I find to be most intuitive. It is a bit messy

Pros

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

Cons

It is a bit limited in what it provides.

It's be a great experience overall, got started quickly and started to get quality feedback on Day 1!

Pros

What I loved most was how easily we started receiving reviews by using the AskNicely Intercom integration. This allowed us to test the product and find out if it would fit with our solution. In addition they have turned on a new Intercom integration and we can ask directly through Intercom, which is awesome!

Cons

I wish they also had an Apple TV App :) But thats ok we ended up getting their recommended work around.

Pros

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

Cons

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

Pros

* 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.

Cons

* 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.

Pros

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.

Cons

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.

We got immediate visibility into our customer health allowing us to begin to proactively reach out and actively work to prevent churn.

Pros

Ask Nicely provides a simple tool set that let's you get up and running quickly. The ability to easily manage your NPS contacts in the system ensures you're sending surveys at the right time. Customization of the survey is simple and ensures you are asking questions dynamically based on response. However, the most important feature that made us select Ask Nicely is their workflows. The ability to automatically act based on a survey's response means we don't have to manually follow up on every survey. The system does the leg work and we reap the benefits.

Cons

My biggest issue is that unlike competitors such as Delighted, with Ask Nicely you have to pay their highest subscription price to get access to certain integrations (i.e Salesforce). The premium price really doesn't provide anything else and yet it's twice as expensive. One of the other gaps I've found are in the analytics. The filters are fairly limited with no ability to create custom filters. This means you may have to extract the data or run the report a few different times to get the data view you're looking for.

Learnt what our customers feel about our service.

Pros

The smart and intuitive design to gage to customer feedback. You get to hear from different segments of market, at different times. It helps you analyze when and where your customers need attention.

Cons

You can very easily get survey fatigued. NPS needs to be sent multiple times to a business to see how they are doing during each phase.

Great customer response and make us on track to find out what our users really like and dislike from our product

Pros

it's a not intrusive tool which makes the user do not feel uncomfortable in do what we expect from them

Cons

Could be more visual and easy to edit, with that the designer work will be great and the integration also amazing

Upload customers via API, get their NPS scores and comments, then can engage with them.

Pros

Homepage interface, integration to Slack, customizable intro message for surveys. It allows to send replies to users who answered a survey from the platform (upgraded version allows to customize by answer type and send automatically). The price is really good.

Cons

Does not save history of surveys sent and answers by user, no function to remind for unanswered surveys, no feature to track open rate, no option to embed survey into our platform.

Customer service: unresponsive via chat, after a few emails they finally got back to me and helped me out. This I thought was weird: I gave a 7 on their NPS survey and they still asked me to come fill this out, I let them know I wasn't a promoter, and I still received two more reminders to come leave a review.

Pros

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

Cons

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

We know how likely our customers are to recommend our company, we also can make deduction on our happiest customers. It is also useful to choose the customers we want testimonials from.

Pros

Ask Nicely is very easy to use, the NPS score is easily understandable and the leaderboards are great!

Cons

When you want to dig deeper into the data you have, it's not easy to select the criteria you want to.

Pros

Easy to setup. I like the Slack integration. It really unites the company around the customer. I also like the email experience too.

Cons

The version that supports SFDC integration is quite pricey. I wished that was more affordable to startups.

Pros

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.

Cons

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.

Pure data which is important for our company. Reliability - it just works without any actions from our side. And methodology gives us a good CS benchmark.

Pros

Easy to use. Good support, Data import works well. We have no problem with configuration, and onboarding new agents. It also reports data quite nice, but very minimalistic. Beats the competition. Does work for you.

Cons

It is not very responsive in the terms of error feedback.
Has no alert function (NPS alerts or database alerts). Importing of data custom values could work more intuitive. Statistics should be presented in many dimensions. I would put definitely more benchmarks and know how to this software.

Pros

Everything is layout perfectly and very user-friendly. good customer service and the software is very easy to use by my clients and can get higher rate of response

Cons

the ability to add or remove users from AskNicely. could have improved on how can we add more records in AskNicely database more easily

Pros

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

Cons

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

Pros

What I like the most is the ease with which I can download statistics or review the dashboard. We often want to get a snapshot of data for some of our users.

Cons

I'd like the ability to segment some more when sending out surveys - we have 3 businesses, and we need to set up three accounts basically to do this currently.

feedback from customers with very little effort or input on our behalf.

Pros

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.

Cons

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

we know our NPS

Pros

modern, easy to use once you know what you are doing - I love how it matches your color them using your logo colors :D

Cons

for a newbie, some features are hidden deep inside settings, and there could be handy popup guides to help somebody who is unfamiliar with the program, use it better and to their full advantage.
I had help from the customer support team, who were trying to move me from a trail to a paying plan, so i can't say what the support is like once you are paying. Without the help i had though, i wouldn't know where to set half of it up.