AskNicely Professional, Scientific, and Technical Services Reviews & Insights

Score10 out of 10

54 Reviews and Ratings

Community insights

TrustRadius Insights for AskNicely are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Pros

Efficient Onboarding Process: Many users have praised AskNicely for its incredibly easy and seamless onboarding process. They appreciate the straightforward setup, configuration, and quick data import capabilities. This efficient onboarding experience has allowed users to quickly get started with the platform and start gathering feedback from their customers.

Clear Presentation of Survey Results: Users consistently mention that AskNicely excels in presenting survey results in a clear and logical manner. The platform's ability to display feedback in an easy-to-understand way enables users to quickly analyze and interpret the data they receive. This feature greatly enhances user engagement with the feedback gathered through the surveys.

Effective Reach and Efficiency: Several reviewers have highlighted how AskNicely helps them reach a larger number of customers more efficiently than traditional methods. Some users mentioned being able to reach more customers in just one day using AskNicely compared to what they could achieve in one week with three people making daily calls. This effectiveness and efficiency contribute significantly to improving customer satisfaction by gathering feedback from a wider audience in less time.

Reviews

2 Reviews

Professional, Scientific, and Technical Services

Using Ask Nicely for Customer Service and More

Rating: 8 out of 10

Incentivized

June 4, 2018

Use Cases and Deployment Scope

AskNicely is used in my organization to monitor user satisfaction across the whole organization. It allows us to see what our users are thinking and use their feedback to grow and improve. It gives us chance to contact every unhappy customer and try to understand their pain points.

Pros

The score is just for internal use so we do not have to worry about negative feedback, but can just welcome it to learn from our mistakes.
The work flow is very easy to use to create follow up emails and dig deeper into our customers feedback.
You can separate the NPS scores from each segment. E.g Buyer, seller etc. This allows to monitor specific segments as well as over all user score.

Cons

The dash took a while for me to figure out how to use, maybe a quick tutorial would be nice. After a while, I got the hang of it so I think I simply had not used a similar format before.
I have to use other apps integrated, such as Zapier. If I did not use this, it would be a very long manual process to record all the detractor scores in the spread sheet.
It is very expensive to get the ideal trigger that I would need for my company, the survey trigger we use now is often premature and customers haven't received their order before answering the survey.

Likelihood to Recommend

Ask Nicely is good for monitoring customer or user satisfaction, the one question and section for comment is ideal for customers. no one wants to be answering multiple question surveys.

Verified User

Representative in Customer Service (Design company, 11-50 employees)

Vetted Review

1 year of experience

Simple to Set Up, Easy to Use, Critical to Success

Rating: 10 out of 10

Incentivized

February 15, 2018

Use Cases and Deployment Scope

Our company used to be rated on customer service by KLAS, but as of 2015, they no longer included our category in their research. We knew we needed a solution to track feedback and engage end users on their overall satisfaction, and AskNicely was one of the first NPS tools we came across. We started with the trial version, and we were very impressed by the results. It automated the outreach process, and it tracked individual users, as well as the overall score. The support department used it primarily, but the results were shared at the company management meetings.

Pros

AskNicely is very easy to set up and configure. Uploading the contacts was a breeze, and the import went smoothly.
Results are clearly and logically displayed for rapid engagement.
We reached more users in just one day than we did in one week previously with three people calling daily. And this was just with the trial version, which limited us to only 50 surveys a day!
Their customer service was stellar. I never had to wait long for a response from our representative (Nick). He was quick with solid answers as well.
The graphical interface is very streamlined and user-friendly. It made an impact with our management team for sure.

Cons

I did have some trouble loading the CSV list of contacts and porting over certain fields. It was not as configurable as I was led to expect. For instance, I did not see default fields for site, state, zip code, etc.
I would like to see more customization with the design of the outreach, specifically in branding, background images, and layout/spacing.
I would also be interested to see more customization/options for automating the emails, specifically by time zone or grouping them throughout the day (instead of all queued up at the same time).

Likelihood to Recommend

I really believe that every company, business, and organization needs some aggregator for NPS scores. Feedback is so critical in the direction of a company, especially in the tight-knit healthcare IT community. The more we know about our strengths and weaknesses, the better suited we will be to keep our current client base happy, while resolving issues that are affecting our detractors. That direction will guide the product, leading to an increase in sales; it's a no-brainer. The question is, what solution do we opt for? The paper-and-pen method (Excel) was not sustainable. Online documents are only really viable for the first few weeks. Having a user-friendly and easily maintainable solution like AskNicely is the key. The interface is simplicity itself, and the results were very surprising (in a good way). I would very strongly recommend this for software companies, but really any group that needs to monitor feedback could benefit from this service. The larger the group, the better suited it would be. I would only say this is not an applicable solution for very small companies with a very local client base (but, even then, I could make the argument).

Art Taylor

Manager, Customer Advocacy in Customer Service at MagView (Information Technology and Services, 51-200 employees)

Vetted Review

1 year of experience

View profile

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Simple to Set Up, Easy to Use, Critical to Success

Rating: 10 out of 10

Incentivized

February 15, 2018

Use Cases and Deployment Scope

Pros

AskNicely is very easy to set up and configure. Uploading the contacts was a breeze, and the import went smoothly.
Results are clearly and logically displayed for rapid engagement.
We reached more users in just one day than we did in one week previously with three people calling daily. And this was just with the trial version, which limited us to only 50 surveys a day!
Their customer service was stellar. I never had to wait long for a response from our representative (Nick). He was quick with solid answers as well.
The graphical interface is very streamlined and user-friendly. It made an impact with our management team for sure.

Cons

I did have some trouble loading the CSV list of contacts and porting over certain fields. It was not as configurable as I was led to expect. For instance, I did not see default fields for site, state, zip code, etc.
I would like to see more customization with the design of the outreach, specifically in branding, background images, and layout/spacing.
I would also be interested to see more customization/options for automating the emails, specifically by time zone or grouping them throughout the day (instead of all queued up at the same time).

Likelihood to Recommend

Art Taylor

Manager, Customer Advocacy in Customer Service at MagView (Information Technology and Services, 51-200 employees)

Vetted Review

1 year of experience

View profile