2024 in review: 8 product releases to the AskNicely platform

As we look back on 2024, we’re proud that we launched new features in AskNicely that helped thousands of customers drive business growth by delivering better customer experiences. Just as we help our customers transform the experiences they provide to customers, we have the same goal. 

This year, we focused on helping customers collect the most meaningful feedback they could in a smart and personalized way with the help of AI. We did so by launching a host of AI-powered features including Dynamic Surveys, AI Insights, and more. Plus, we emphasized making feedback even more actionable with advanced case management features and through launching our Microsoft Teams integration. We didn’t forget reputation management, we helped customers improve their online reputation with our new review request feature and with AskNicely Reputation, a brand new powerful suite of reputation management features. While this is not an exhaustive list of every update and new feature we made, it includes some of our favorites.

In case you missed the launch of any of these features, let’s take a deeper look at each one. 

1. Review Request

Reviews have a significant impact on whether a new customer decides to do business with you,

We launched our Review Request feature in March to help customers collect more reviews from their customers. The feature allows AskNicely users to enable a button that asks their customers if they’d like to turn their feedback into a review with just the click of a button. This increase in reviews can help boost SEO and help increase customer acquisition. 

URComped, an AskNicely customer, saw a 1400% increase in reviews after implementing review requests. 

“We've gotten a ton more Google reviews thanks to AskNicely because we just weren't getting any. It wasn't something we were promoting. AskNicely makes it so easy to request reviews.” – URComped co-founder and CEO Craig Shacklett

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2. Microsoft Teams integration

In April we launched our integration with Microsoft Teams and made it possible for users to connect AskNicely directly to Teams. Now without ever leaving the tool your team uses for daily communication, they can access real-time feedback and respond to it, add notes, or run AskNicely workflows.

This gives team members better access and visibility and empowers them to act quickly. Plus, it makes it easier to publicly praise team members for a job well done. For more details, visit our Microsoft Teams integration page. 

3. Advanced case management

In June, we released new features around case management to help users follow up with and meet any customer needs. With the advanced case management features, users can assign cases to team members, alert them to new cases that need their attention, and easily view all overdue cases to streamline follow-up. 

We believe acting on feedback is critical. The best way to instill customer confidence and develop positive sentiment around your brand is to quickly respond to feedback and close the feedback loop every time. Case management is built to help you do exactly that in a timely and organized manner where nothing slips through the cracks. 

4. AskNicely Reputation

In addition to case management, we launched AskNicely Reputation — a powerful new suite of reputation management features designed to amplify the impact of your customer experience efforts and acquire more new customers online. Users can centralize their review management, benchmark against competitors, and manage their listings all in one place. 

This can empower your teams to manage the brand’s online presence and make it easier to act on feedback.

5. Dynamic surveys

This year, we’re proud to have launched the first of our NiceAI features. This includes Dynamic Surveys that were released in September. Users can use Dynamic Surveys to adapt to customers in real-time and personalize responses to capture deeper customer insights. This feature leaves behind the one-size-fits-all approach of other customer surveys and can help reduce survey fatigue while collecting three times the amount of feedback.

6. AI insights

In addition to Dynamic Surveys, we launched AI Insights. Another tool that leverages the power of AI to help AskNicely users make a difference for their customers. This feature can help users identify what customer experience improvements will make the biggest impact on their customers. It does so by condensing feedback into key themes, highlighting patterns, and empowering CX decisions with data. This helps users make changes more quickly and easily to improve the CX experience.

7. AI Moderation

One of the features the direct users of AskNicely might enjoy most is the new AI Moderation. Not all feedback is constructively phrased, and AI Moderation can help automatically rephrase such feedback to reveal helpful insights. This can be more effective at fostering change and a positive team environment for those in customer-facing roles. It empowers your teams to focus on customer improvements without being exposed to any harsh or potentially hurtful comments from customers. 

8. Trend Reports

To help our users better understand their feedback from a high-level view, we created and released Trend Reports. They’re automated reports that summarize key customer feedback trends over time. The goal is to offer teams the insights needed to make strategic decisions that will have broad implications. When your teams are empowered with data, they can make big impacts on improving the customer experience. 

Currently, Trend Reports are available to a select group of customers, allowing us to gather feedback and refine the experience. We’re planning to expand access all customers on an eligible plan in 2025.

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Always improving for our customers

We’d like to thank our customers for their trust and partnership with AskNicely over the last year and beyond. We appreciate your business and your suggestions to help us constantly improve the customer experience so you can do the same for your customers. We look forward to continuing to make updates to the AskNicely product in 2025 and helping our customers reach their goals.

If you want to see any of these features in person for yourself, schedule a demo.