It really works and comes fully automated.

What are the best aspects of this product?

It has a two-way sync with Intercom for utilizing customer segments that have been defined and sending the info back to Intercom. That makes it possible for customer service team to know precisely how they were able to rate us. It automatically sends the same info to Salesforce in capturing the same data whenever Sales is in the middle of communicating with customers. It's a nice fit between such familiar systems in automating feedback loop and breaking it down by customized data points we'll be using our whole system. This time around, we have tasks and e-mails triggered from responses made.

What aspects are problematic or could work better?

E-mail templates could use a bit of work. With templates not being in a single line of 0 to 10, certain customer segments get a little confused. They would hit the wrong rating since they would assume it to be a 0 to 5 scale. Fortunately, AskNicely has another format we're currently testing that minimized such confusion.

What specific problems in your company were solved by this product?

We're in the middle of acquiring a pulse from our customer satisfaction as opposed to depending on product use metrics and phone feedback from each customer. Accounts we assumed were "happy" according to phone calls to champion are now bubbling up. There may be some users for each company struggling to understand some aspects of the systems or entail further help. We're able to make product adjustments and concentrate our roadmap to meet our cusomter's needs.

Are you a current user of this product?

Yes