You could collect all the feedback in the world, but it means nothing if you don’t put it to good use and create change in the customer experience. This challenge is one the team at Healthie, an all-in-one practice management platform tailored for health and wellness providers, is familiar with. “We weren’t struggling to collect feedback, but we needed a better way to connect it to overall business insights,” James Kase, associate director of revenue operations at Healthie told AskNicely.
Before AskNicely, Healthie faced a common yet complex issue: gathering feedback was easy, but translating it into tangible improvements was another story. Multiple teams needed access to insights and overall the business needed a way to centralize, analyze, and effectively act on user feedback.
“It wasn’t about a lack of data,” James explains. “It was about making sure we were using that data in the most impactful way possible.”
Since finding and implementing AskNicely the team at Healthie has seen some significant improvements in the business. “AskNicely has become an essential tool in our retention strategy. It helps us know where to focus our energy, ensuring we continue delivering value to our users,” James said.
They’ve used AskNicely to help streamline their approach to feedback. Now they can continuously collect feedback with real-time insights, help teams stay ahead of any potential problems, and adapt quickly when an issue does arise.
Additionally, they’ve implemented data-driven decision-making to prioritize product development and updates are aligned with customer needs. This helps them better understand and address user pain points too, and fosters a new focus on customer satisfaction and engagement. “We want every user to feel heard. Their insights help us continuously improve and refine our platform,” James said.
Through it all, their teams have been able to work better together to problem solve. Now that the customer feedback is not siloed, Healthie is better able to foster a company-wide culture of improvement.
AskNicely’s integration has had a tangible impact on Healthie’s operations. They’ve refined their product strategy to be shaped by customer feedback to ensure practical and impactful updates are made. While helping their customer success teams offer support that’s tailored to their customer base. This has all led to higher satisfaction scores and improved retention across the board, and ultimately an improved experience for those who matter most: the customers.
