Customer Feedback Management

Features

Automate and simplify customer feedback response

The clock starts ticking the moment you receive customer feedback. AskNicely’s automated workflows automatically analyze and prioritize feedback, then assign it to the correct team at scale. Build trust and loyalty with timely and effective response management.

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Automate actions based on feedback

Acknowledge every piece of customer feedback efficiently with automated workflows. Provide escalation paths for urgent issues, or use reply templates for more common feedback types.

Built for multi-location organizations

Remove complexity from feedback management. Let local staff handle action and resolution, while data and insight flow up so you can identify CX trends and opportunities.

Real-time case management

As soon as your customer hits submit, AskNicely’s feedback management workflows kick in with theme synthesis and action items for your team. Not the next day. Not the next hour. No delays.

Manage responses within SLAs

Regular reporting on SLA performance fosters a culture of accountability and continuous improvement. Track CX SLAs directly within the platform for real-time visibility into compliance.

Features

Automated workflows

Close the loop with customers faster with workflow automation that streamlines the management of feedback responses. Turn detractors into your biggest fans.

Automatically send responses or trigger other actions based on your criteria

Add follow-up emails, staff task creation, or issue escalation triggers to workflows

Accelerate response times to fast-track customer loyalty

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Features

Case management

Track compliance with SLAs directly in AskNicely. Each point of feedback is logged and monitored from a real-time dashboard, so everyone knows exactly where things stand.

Input your SLAs once, track progress long-term

Monitor feedback from receipt through resolution

Connect the tools you already use with 100+ integrations

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Features

Turn your detractors into promoters

Respond to every review, even the bad ones. Turn your detractors into promoters by responding to and resolving issues in a timely manner. Real-time analytics help you track the progress along the way.

Quickly respond to customer feedback

Identify areas for improvement in the future

Track the customer journey from detractor to promoter

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Features

Integrations

No need to worry - AskNicely fits right in with your current workflow and tech stack. We’re in the business of creating better customer experiences, after all!

Enable personalized follow-ups in workflows by connecting with your CRM

On which integrations are relevant and why...

And this is probably the link to the integrations page...

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Features

Conversational style surveys

Providing feedback shouldn’t be a chore for your customers. Beautiful surveys that engage customers through a conversational and personalized approach that is designed to reduce survey fatigue and increase the quality of insights gathered.

Filter, export, and drilldown on the data quickly

Save, schedule, and automate reports to your inbox

Connect the tools you already use with 100+ integrations

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Features

Multi-channel feedback collection

Collect feedback from customers using email, SMS, or embedding surveys on your website, mobile app or in-store kiosk.

Filter, export, and drilldown on the data quickly

Save, schedule, and automate reports to your inbox

Connect the tools you already use with 100+ integrations

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Features

Survey builder

We make it simple and fast to create best in class NPS, CSAT and 5 star surveys, without needing to be an expert. Select from a range of question types or choose from our expert-written survey templates that you can easily customize.

Filter, export, and drilldown on the data quickly

Save, schedule, and automate reports to your inbox

Connect the tools you already use with 100+ integrations

Get started

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Feedback management your customers and team will love

Here's what happens when you AskNicely

“We have realized benefits simply by responding to our customers' feedback, positive or negative. It has streamlined our process internally to allow us to manage both the review visibility and review communication directly to our customers through Slack and Intercom.”

Drew Adler

Customer Success, DriveCentric

“AskNicely has transformed how we get feedback from customers. The importing of customer information and sending of surveys is automated, and we can reply directly to the survey responses, allowing us the opportunity to help any customers who had a poor experience.”

Ryan Holota

COO, Saskatchewan Science Center

“We learn about customer issues/grievances faster than we ever did before. This gives us an opportunity to rectify them with extreme speed. For us, this has been pivotal in turning those customers around.”

Jonah Lindley

Branch Manager, Ashbusters Chimney Service

Our customers

Support

Frequently asked questions

Everything you need to know about the product and billing.

What is customer feedback management?

Customer feedback management refers to the processes and systems that businesses use to manage and respond to customer feedback. The ultimate goal of customer feedback management is to gain insights into customer satisfaction, identify areas for service improvement, foster customer loyalty, and enhance the overall customer experience.

What are Service Level Agreements (SLAs)?

An SLA, or service level agreement, is a definition of specific service expectations you have for a service provider. These include quantifiable metrics by which services are measured as well as consequences, penalties, or solutions for when the level of service is not achieved.

For services businesses, these can include customer inquiry response times, case management resolution times, and more.

Why do I need to respond to my customers' feedback?

At AskNicely we love feedback. Responding to feedback from your customers is a crucial part of improving every interaction they have with your frontline and your business.

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