Respond webinar recap: How to best respond to customers with AskNicely features

Two of AskNicely’s customer success managers, Yesi Hamilton and Nicole Pierce, hosted a webinar recently to offer insights into turning feedback into action using AskNicely. They focused on powerful respond features that can help businesses leverage customer feedback to enhance the customer experience.

Yesi started off the webinar by introducing our customer experience growth model, emphasizing the importance of collecting feedback and using it to drive CX growth and success. The model includes collecting feedback, responding to customers, assessing insights, transforming operations, and growing customer loyalty.

Case management with AskNicely

After covering the earned growth flywheel, Yesi moved on to discussing the Advanced Case Management system at AskNicely designed to help teams run as efficiently as possible. 

This feature addresses challenges like missed response windows, dispersed customer data, and inefficient processes. It does so by automatically routing and assigning feedback to the right teams to help ensure timely responses. It also provides a centralized hub for all customer data, enabling teams to take informed action quickly. Implementing the advanced case management features also allows businesses to track responsiveness standards (SLAs) which helps to foster accountability. And collaboration tools within the platform facilitate thorough issue resolution, while comprehensive reporting features help track team efforts and progress.

Responding with the help of Slack and Microsoft Teams integrations

Yesi passed the webinar over to Nicole who then highlighted our Slack and Microsoft Teams integrations. These integrations bring customer feedback directly into the communication channels your team already uses.

After enabling these integrations your survey responses will be automatically posted to designated channels. This allows your teams to see and respond to feedback as quickly as possible. These notifications can come in real-time or they can be set up as digests to fit your team's preferences. 

If you use Microsoft Teams as your main channel for communication you can also set up an integration there. This premium feature offers similar functionality to the Slack integrations with a few added capabilities like in-platform note-taking and direct access to AskNicely workflows. Both integrations aim to increase visibility, foster collaboration, and speed up response times to customer feedback.

NiceAI’s role in responding to customers

Lastly, the team covered the new NiceAI features AskNicely has been rolling out. The AI moderation tool in particular can be helpful as a respond feature. It's designed to rephrase negative feedback to make it more constructive, to make it easier for teams to process and act upon the feedback. 

For instance, a comment like "my dentist was rude and rushed" might be moderated to "this dentist could be more patient and take more care." This not only makes feedback more actionable but also helps maintain team morale when dealing with critical comments. The team also covered the dynamic surveys and AI insights features that allow for more targeted questioning and efficient summarization of large volumes of feedback data.

Respond webinar wrap-up

The session concluded with a powerful example from Century Fire, where quick response to negative feedback not only saved a $500,000 job but expanded it to a $1.2 million project. This story underscores the key takeaway from the webinar: actively responding to and engaging with customer feedback is crucial for building trust, reducing churn, and gaining a competitive advantage in today's market. 

Our suite of tools empowers businesses to turn valuable customer insights into actionable improvements, fostering stronger customer relationships and driving growth.

For those interested in learning more about these features or getting set up, the AskNicely team encouraged reaching out to dedicated Customer Success Managers or contacting support@asknicely.com.