AskNicely
Measure, motivate, and improve customer experience in real-time for frontline teams.
Executive Summary
AskNicely is a real-time customer feedback platform that helps businesses collect, analyze, and act on insights from NPS, CSAT, and 5-star surveys. It's designed for customer-obsessed organizations, particularly those with frontline teams, to empower employees to gauge sentiment, act on feedback, and celebrate positive outcomes. The platform drives customer retention, referrals, and revenue by providing actionable insights and coaching tools to improve service experiences daily.
Use Cases
- Collecting real-time Net Promoter Score (NPS) feedback to measure customer loyalty.
- Automating customer satisfaction (CSAT) and 5-star surveys after key interactions or transactions.
- Empowering frontline employees with direct customer feedback for coaching and performance improvement.
- Identifying at-risk customers and automating follow-up actions to reduce churn.
- Boosting online reputation by automatically soliciting positive reviews on platforms like Google, G2, and Yelp.
- Gaining actionable insights from qualitative feedback through AI-powered sentiment analysis and summarization.
Features
Visibility
- Real-time Dashboards: Provides an immediate, at-a-glance summary of key performance metrics like NPS, CSAT, and 5-star ratings, with dynamic filtering capabilities.
- AskNicely TV: Displays real-time customer feedback as it comes in, or cycles through filtered data, enhancing transparency and communication across the organization.
- Leaderboards & Filters: Visualizations of data with leaderboards to compare performance against baselines and extensive filtering options for deep dives into specific criteria.
- Automated Reporting & Digests: Allows for scheduled daily, weekly, or monthly email updates of filtered data and provides various export options for detailed analysis.
Intelligence
- AI-Powered Feedback Analysis (NiceAI): Uses AI to analyze qualitative feedback, identify sentiment, extract root causes, and provide summaries by topic, feature, or team.
- Dynamic & Adaptive Surveys: AI-powered surveys that can adjust questions in real-time based on customer responses, leading to richer and more specific feedback.
- Automated Workflows & Alerts: Enables real-time routing of feedback, generates alerts, creates tickets, and sends messages to relevant teams (e.g., Slack, Teams) for prompt action.
- Frontline Coaching & Recognition: Provides managers with feedback and coaching tools, including mobile apps, to motivate frontline staff and reinforce positive behaviors.
Support
- Help Center & FAQs: Comprehensive online resources including setup guides, FAQs, tips, and tricks available via an in-platform widget or dedicated portal.
- In-App Chat Support: Live chat support available within the platform during business hours (8 am-6 pm PST, Monday-Friday) for signed-in users.
- Email Support: Users can email support directly or their dedicated Customer Success Manager (CSM) to create support tickets.
- Dedicated Customer Success Manager (CSM): Provides personalized guidance, helps with platform configuration, and assists in building and executing CX strategies.
Technical Specifications
- Architecture
- Cloud-native SaaS
- Deployment
- Cloud/SaaS
- Authentication
- SSO, SAML 2.0
- API Available
- Yes
- MCP Server
- No
AI/ML Stack
- NLP
- Machine Learning
- LLM
Security & Compliance
Certifications: SOC 2 Type II, GDPR
Encryption: Not explicitly detailed, but standard for SaaS platforms.
Pricing
- Model
- Tiered subscription, likely based on volume/features
- Starting Price
- Contact sales
- Target Customer
- Mid-Market to Enterprise
- Contract Type
- Not specified, likely annual with multi-year options
- Free Trial
- No (credit card required)
Ratings & Reviews
G2: 4.7/5
About AskNicely
AskNicely is a Frontline Success platform that helps service businesses measure customer experience, motivate frontline teams, and drive revenue growth. It provides a mobile technology platform for personalized coaching and motivation powered by real-time customer feedback.