AskNicely Reviews & Product Details

AskNicely Overview

What is AskNicely?

AskNicely is the recognized leader in customer experience management and has the only mobile platform for people-powered businesses. We bring feedback, coaching and brand-aligned service actions into the pocket of your frontline team. CUSTOMER FEEDBACK You’ll send customizable, conversational surveys at just the right moment—controlling frequency and triggers. Reach your customers via email, SMS, or on your website. Measure what matters to your business—NPS, CSAT, or CES. Drive referrals and reviews from your most loyal customers. Use push notifications to escalate service issues instantly, improving retention. Simplify your tech stack with Salesforce and Slack integrations (among many others). Display customer reactions in real-time in every location with TV dashboards and the mobile app. Make smarter business decisions with feedback analytics tools, isolating performance by location and seeing the correlation between rising NPS and sales. FRONTLINE FEEDBACK, COACHING AND PLAYBOOKS The world’s first pocket-sized customer experience coaching platform. Empower your frontline teams to respond consistently across locations with automated workflows. Build a customer-first culture with feedback that’s transparent, accessible, and digestible. Identify star performers and opportunities in executive dashboards, and pinpoint common themes with text analytics.

AskNicely Details
Website
Languages Supported
Czech, Danish, German, English, Finnish, French, Croatian, Italian, Japanese, Korean, Dutch, Norwegian, Russian, Spanish, Swedish, Thai, Vietnamese, Chinese (Simplified), Maori
Product Description

The simple way to measure and improve customer happiness using the Net Promoter Score (NPS) framework.

How do you position yourself against your competitors?

AskNicely has four clear differences:

Highest Survey Response Rate
With a 'one question, one tap' feedback experience, AskNicely delivers response rates that are 4-6x higher than conventional surveys.

Powered by Positivity
Our customer-grade mobile app is designed to build daily habits that deliver your service standards through positive reinforcement. AskNicely is dopamine driven, just like your teams’ favorite fitness and meditation apps.

Automated real-time feedback
AskNicely integrates with major CRM platforms (including the only bi-directional sync and managed NPS package for Salesforce) in minutes to automate the feedback process and provide ongoing monitoring of customer satisfaction (i.e. no need to create periodic 'campaigns').

Actionable for All Teams
Our industry-first iOS or Android mobile app enables all teams (customer success, sales, marketing, product, HR and operations) to proactively combat churn, drive growth and get feedback on features. Automate health check alerts, one-click testimonial publishing, and CRM workflows to generate reviews.


Seller Details
Seller
AskNicely
Company Website
Year Founded
2014
HQ Location
Portland, OR
Twitter
@asknicely
2,576 Twitter followers
LinkedIn® Page
www.linkedin.com
60 employees on LinkedIn®
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Marketing Technology Lead
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

I really that Ask Nicely offers a user-friendly interfacing, so that developers do not need to get involved with setting up the account or building out surveys. Implementation is a breeze in most cases, though was a little more complicated for us due to our unique business requirements. Review collected by and hosted on G2.com.

What do you dislike?

The only downside I can think of is that the Salesforce integration provided by Ask Nicely was found to be slightly lacking in functionality. It will not sync responses to Salesforce without a Contact ID, which was one of our requirements. So we ended up needing to build a custom integration to sync the responses into salesforce, a medium-effort lift for our developers. Luckily the Ask Nicely API is fairly straightforward and much better documented than other API's we've encountered in the past. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We needed to know how our Customer Service team was performing, not just quantitatively, but qualitatively as well. Ask Nicely fit the bill perfectly and allowed us to gauge customer sentiment after closing a case. We now have performance metrics we can use to improve our Customer Service experience, which is exactly what we needed. Review collected by and hosted on G2.com.

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S
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

They provided an easy to use the platform, with great support to getting things set up. We had some issues with getting our SF cases connected to them, but that was more our issue. The UI is beautiful and modern. Our rep was phenomenal and did her best to assist us with everything in a timely fashion. They provide chat support as well, so when you are building your reviews, they will be able to assist you at a moment's notice. As for the reviews themselves, the customer-facing part is clean and really good looking. Our current response rate is 32%, which is much higher than the traditional avg. I related this response rate to how nicely done the surveys are. Very simple rules and process to setup your reviews, again if you don't understand something, Chat is right there to help you. Review collected by and hosted on G2.com.

What do you dislike?

Nothing really. They could have provided a bit more support when it came to setting up the review. But again, there was a chat person ready and able to assist. One suggestion would be to allow for timers on each message that's sent as a follow-up to an answered survey question. Case in point, we a customer answers positively to a survey question, we have a message that's sent out thanking them and letting them know how important to hear this feedback. However, this message is immediately dwarfed by the next survey question. Allowing for timers to slow this down, will make the survey more conversation and life-like. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We did not have an NPS or CSAT scoring system and it has greatly aided our endeavor to provide phenomenal customer service. With that said, we have plans to also incorporate some of their plug-ins for off-label use, such as implementing a quick troubleshooting AI for problems related to our products, initiated through Mixpanel. Review collected by and hosted on G2.com.

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Director of Operations
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

It is an efficient way to view both ratings and written reviews...there isn't any need to look in several places for a lot of information. It is clearly displayed in the dashboard view. Also, AskNicely makes it easy to address any reviews if needed, and allows one to open up a line of communication with the reviewer/customer. The Net Promoter Score is very helpful, and it is easy to see the negative or positive reviews and scores. Review collected by and hosted on G2.com.

What do you dislike?

I haven't encountered any negative issues Review collected by and hosted on G2.com.

Recommendations to others considering the product:

By fare the most useful survey/review site I've encountered. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We have been able to address specific needs by viewing clusters of repeated comments. For example, we are now explaining to our customers the timeframe it takes to receive the product in greater detail. There are fewer "surprises" as a result of using AskNicely. Review collected by and hosted on G2.com.

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Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

We use AskNicely for our customer satisfaction surveys. It's always awesome seeing the candid feedback from our clients regarding the service they've received from our team. The product is really easy to use and lays everything out nicely. The admin is super user friendly. I enjoy that I can see everything on my dashboard, but also just view the comments more in depth as well. It's really nice that the responses show the score, what ticket it is associated with, and when the response submission was made. Review collected by and hosted on G2.com.

What do you dislike?

Nothing at the moment! AskNicely is an awesome product that his met our team's needs perfectly. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Previously, we did not have a great way to capture customer feedback regarding how their questions and concerns were handled through our team. After getting onboarded with AskNicely, customers could easily review our team based on the assistance they received. It's super helpful that it can break down per team member as well. Review collected by and hosted on G2.com.

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G
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

Ease of use both internally and externally, integration into our CRM and over 20% response rates from our customers. Review collected by and hosted on G2.com.

What do you dislike?

Suggested layout of buttons from 0 to 10 change and they were onto it within hours, coming up with ideas and solutions for us!

We had received some feedback from people using their phones that they have hit the '5' button but meant a '10' and couldn't go back to change their score. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Would highly recommend to any business seeking NPS scores from their customers. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We wanted a reliable and easy-to-use system to gather NPS feedback from our customers, having tried a number of other routes previously, without much success, this has dramatically changed our approach and we are now rolling out across Europe. Review collected by and hosted on G2.com.

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Marketing Coordinator
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

I would have to say our onboarding process has been amazing. No question left unanswered, or was ever too much. Helped us with every step.

The contempoary chat style of the tool is a welcome change to the traditional styles of surveys and we have seen our response rate increase by over double since moving to AskNicely.

Filtered dashboard is easy to customise and set up for different users with access to different types of users. Review collected by and hosted on G2.com.

What do you dislike?

When our requirements were quoted initially it was a longer process than required but since coming on board any doubts were left behind.

It would be great to have more sophisticated reporting capabilities, can be visually improved, and the ability to make different automated reports on different things going to different people. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

No problems as such, but already had an existing account so changing and expanding to our needs has brought new challenges around the processes and the configuration of the account.

Company leaderboards, the filtered dashboard and endless workflows are all benefits. Review collected by and hosted on G2.com.

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Marketing Coordinator
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

AskNicely has turned what used to be a very clunky feedback survey we sent every 6 months that required hours to produce, send and review, into an almost completely automated and real-time process. Absolute game changer for our business.

We use the JobAdder integration which eliminates any for a third party like Zapier or manual process with CSV files. We were able to set up and customise multiple surveys for candidate and clients at different stages in the recruitment process based on status changes, which wasn't possible on other platforms. Responses also go back into JobAdder as notes.

Also can't speak more highly of the AskNicely team! Normally with tech companies it feels like I'm dealing with robots, so it's been so nice to deal with real people who have been SO helpful, responsive and generally lovely people to deal with. Review collected by and hosted on G2.com.

What do you dislike?

Can't think of anything. There were a few issues that needed to be ironed out so that the platformed worked exactly how we needed it to specifically with the JobAdder integration, and the AN team worked really hard to make all my requests happen. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Eliminating a really clunky and time-consuming admin process.

Changing our surveys to be real-time, rather than every 6 months - getting better quality feedback and response rate is now 30% compared to 10-13% previously. Review collected by and hosted on G2.com.

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Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

Great service and support from Andrew and the team. AskNicely is great in the sense that it shares customers reviews and comments easily with the team via the app. We can read out yesterdays comments at the morning meeting which helps us to align and set our goals for the day with regards to customer service.

It has also helped to improve some of our technical aspects of what we do on a daily basis. Having a customer from yesterday tell you the they though a part of your process was not good, or it was awesome is an invaluable tool for a team that is focused on customer value and satisfaction .

The scoring system is an easy way to see how we are tracking and what areas of our business we need to improve on. Review collected by and hosted on G2.com.

What do you dislike?

I don't really think that there is anything that I dislike about the system. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Where the pressure points are in our business with regards to customer service and satisfaction. Review collected by and hosted on G2.com.

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UI
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

The information is very detailed. Finding out how you're doing is so easy, and being able to compare your standings with your peers helps really narrow down where your own growth opportunities are. It's very cute aesthetically, and the processes for getting more information from those who were surveyed are simple and gets much more response than I've seen on other sites or with other survey tools and approaches. Review collected by and hosted on G2.com.

What do you dislike?

Aesthetically, there's a lot to take in at first and navigating through the tabs/features can be a little much to do on your own. There's a tutorial, but I didn't fully understand the site without a peer figuring it out with me. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We're able to circle back to people who've had bad experiences and repair the issues with them directly, sometimes changing a score of 1 to a score of 10. We're also able to find and correct low scores left accidentally, or find surveys intended for other people and left on the profile of the wrong person and correct those as well. This helps technicians have a more accurate representation of how they're doing. Review collected by and hosted on G2.com.

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AF
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

Admin capabilities are easy to navigate. Adding Users, View as User, Creating Survey's, Setting Up Survey's, Running reports, Etc. is all very user friendly. Review collected by and hosted on G2.com.

What do you dislike?

It would be nice to have the option to schedule a survey out by specific date and time vs. just day of the week. Having to remember to update/turnoff survey's can be tricky and cause for survey's being sent when you don't want them to be. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Allow the AskNicely Support team to discover your business and accept their feedback as to how it might be best implemented/used. They know what they're talking about. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We've been able to increase communication with our customers and determine what (if any) issues are currently unresolved. We can connect with our key decision makers on a "personal" level vs. sending a mass email to all of our connections. Review collected by and hosted on G2.com.

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Producer
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Invitation from G2 on behalf of the seller
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

Their customer success team is just great and helpful. They are extremely responsive and very patient with some asks that I have but always with a great deal being done after meeting with them.

The degree of customization to report on NPS is great.

Their advanced scheduling feature helps me use our integration with our chat platform to make segments of audiences

Themes help in putting types of feedback about different aspects of our product in buckets. Review collected by and hosted on G2.com.

What do you dislike?

Daily activity reporting is something I use often to track our NPS campaigns. I have been provided with a workaround which is good but a bit manual. Not a huge drawback through just an improvement I would love to see. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

NPS is something our company takes very seriously. We have been able to scale up our feedback efforts and have seen results we hoped to see in terms of what our customers think of our product. We have received a lot of constructive (and some not so constructive) feedback but exactly what our company needed at this point in time. Review collected by and hosted on G2.com.

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Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

Really simple to use when not integrated to any CRM source. Was able to master the CSV import and leaderboards functionality quite quickly with minimal training. Will integrate in the future to the CRM. Nice fresh platform for the clients. Review collected by and hosted on G2.com.

What do you dislike?

Woule be great to have a dashboard/leaderboard screen our field technicians can see without all having to be users paying licence fees. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Responding to unhappy clients real quickly. Making the field team more accountable.

Was also nice to see we ran for the fist 2 months as a team NPS score of 80+ . Not too much to tweak with our service delivery Review collected by and hosted on G2.com.

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AP
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

It is an easy platform to use and utilize the information provided to make sure that our customers have a say. negatives and positives – the right combination of both is the most powerful motivating mix. This means more business and referrals.

It is great how easy it is to upload Customers into the database and how they are automatically saving for the future. just a click of the Queue button. Review collected by and hosted on G2.com.

What do you dislike?

Do not have any negative feedback to relay back with. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

easy friendly use, you will not be disappointed in this process. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We are now able to provide an NPS score. Review collected by and hosted on G2.com.

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AM
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

AskNicely is a great tool with fantastic UX and design - It does what it says it will and makes it easy to understand your customer's feedback in well defined and grouped segments out of the box.It is easy to navigate and has a great User intuitive interface that is simple and effective. Review collected by and hosted on G2.com.

What do you dislike?

Some of the user menus are a bit hidden, but once you know you're around they are easy to find. I found the "default segment" attached to a specific Survey template initially not as obvious, but after a quick engagement on the chatbot was able to solve this easily. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

AskNicely has validated our internal thinking and has also highlighted some area's that were not initially obvious. This has helped reinforce our customer focus and enabled us to double down on the key improvements highlighted. Review collected by and hosted on G2.com.

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Nurse Client Liaison
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

I love that we have direct feedback from our clients and their employees concerning the services we provide to them. Review collected by and hosted on G2.com.

What do you dislike?

Some clients get frustrated with the amount of surveys they receive. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

This is a great tool to educate a company in any industry as to the level of satisfaction their clients have with your product or services. This tool allows our company to address unsatisfactory scoring immediately and assist us with maintaining great customer satisfactory scores. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We are able to take the feedback we receive and make improvements in our process which directly impact our clients Review collected by and hosted on G2.com.

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Managing Director
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

AskNicely is extremely easy to use both internally and for collecting feedback from our customers. It flows in a cool, conversational kind of way and that makes the whole thing feel easy. Review collected by and hosted on G2.com.

What do you dislike?

Nothing major but it would potentially be a good idea to offer the software at a lower price point for smaller companies of less than 10 people or startups. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Go for it - your future self and your business will thank you for it. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Before AskNicely, we couldn't confidently respond with real data about what our customers think of our company and it's services. Now we can and we can also use that information to improve continuously. Review collected by and hosted on G2.com.

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Director Of Business Development and Customer Experience
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

Customer service, ease of use, & support Review collected by and hosted on G2.com.

What do you dislike?

Nothing, everything has been 100% positive Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Ask for a demo! You'll be impressed. Highly recommend AskNicely. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We were looking for an intuitive platform to measure our NPS. When meeting with our rep, she explained the easier the survey is to take the higher number or results you''ll receive. We also wanted to ensure it was embedded to streamline the process as well as gain social reviews of our raving fans. Lastly, I personally wanted some level of post-sales support as we'll also be building out a CRM and Webstore platform and will need future support on those integrations. I will tell you, AskNicely has some of the best support of any software I have purchased. They finds ways to say yes and are very responsive to all requests. We are so happy with the end product and the results we're seeing via the survey tool. 10/10! Review collected by and hosted on G2.com.

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Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

Their team is what I like best. They made the setup and configuration super easy for us and held screen share meetings for us to make sure we were comfortable with the interface. Review collected by and hosted on G2.com.

What do you dislike?

I do not think there are any downsides to AskNicely, they are great! Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Use AskNicely if you're looking for an easy to use interface, simple integration, and great customer support! Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We are now able to establish an NPS score, which really helps to distinguish us from competitors in our market. We've realized how easy it really is to get this kind of feedback from our users. Review collected by and hosted on G2.com.

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Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

AskNicely gives us great visibility into our customers' sentiment as well as super efficient workflows that allow us to respond in real-time. The customer support team takes great care of us and is always very helpful and responsive. I love that we can quickly and easily identify advocates and also swarm to escalate any issues. Review collected by and hosted on G2.com.

What do you dislike?

Can't think of much. AskNicely has been awesome in helping us create a dynamic customer feedback loop that informs the entire company about what we're doing well and where we can improve. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Prior to AskNicely, we struggled to get real-time feedback from customers. With increased visibility, we are able to intervene when a customer is unhappy and equally importantly, leverage those customers who are awesome advocates. Review collected by and hosted on G2.com.

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