Posts Tagged ‘surveys’

AskNicely Brings Together Customer Feedback for Company Growth

For any company, customer satisfaction is the ultimate goal. Companies work hard to ensure that their services and products provide contentment to their clients. AskNicely was developed keeping this factor in mind. The online tool works with companies and their customers to help the former get direct feedback from the clients after an experience. AskNicely works on the Net Promoter Score (NPS) framework and if there are any issues it helps the companies to correct them on the spot. Talk about fast action!

AskNicely

Operating out of New Zealand, AskNicely is used by companies across the world to get first-hand knowledge about their client experience. This online tool collects customer feedback in many ways like email, web, SMS at any point of the customer’s use of the client service. This feedback, in turn, is very crucial for companies to better their services, retain existing customers and attract new ones. The feedback from AskNicely also helps to increase sales and thus, in turn, profits. More and more companies are now turning to AskNicely to get positive as well as constructive feedback.

AskNicely: Offers Constructive Feedback for Company Growth

The online tool, AskNicely, works to give live feedback to companies from customers using their services. The tool has many sections- live reports, real-time leaderboards, text analysis, automated feedback and one-click integration. There are many ways to use AskNicely. Companies can utilize the tool on a daily basis to get instant answers. Or they can work with AskNicely on special occasions and get first-hand knowledge of what their clients are thinking. Users can create their own wording, logos, domain names and languages on AskNicely. Logged in companies get to know their NPS on the basis of products, channel and segments. With the help of this data, they are able to take constructive action regarding their sales, services etc.

Some of the main features of AskNicely include:

  1. The tool offers one-touch surveys sent immediately to your email, website or app.
  2. Helps with complete follow-up based on the NPS score secured.
  3. AskNicely can send surveys for a wide range of brands across different languages.
  4. Users can directly respond to customer feedback by using the tool or through their own CRM or Help Desk.
  5. AskNicely helps clients know which social networking sites their customers frequent and also their likes/dislikes.
  6. With the help of this tool, companies can get live NPS results in the form of online dashboards, instant alerts and regular email reports.
  7. With AskNicely, companies also have the option of storing all their collected data for long periods of time.

Now that we have a good idea about all the main features of AskNicely, let us take a look at how the tool functions.

AskNicely screenshot

How It Works

  1. First, the user has to login into the online tool. The feedback process begins by sending an email with a specific question based on the NPS framework.
  2. Once the customers answer the question with a rating, they are then asked to comment on what they like the most about the company and if they have any issues. If there are any issues, then AskNicely gets feedback from the customers. This kind of interactive feedback taking process makes the entire exercise less boring and more interesting.
  3. Next, companies get a complete breakdown of all the customer responses, as in, how many people responded, from which part of the world they responded, among others.
  4. Then we come to the dashboard, which helps the user track the customer satisfaction over a period of time. A look at the different NPS scores over time will give a rough idea as to which areas of the business are doing well and which are underperforming.
  5. If the user is looking for something specific, then the online tool automatically allocates the customer feedback into the required themes. This helps in the company understanding the areas where it is lacking and what can be done to improve the situation, based on customer feedback.
  6. AskNicely also helps users analyze thousands of comments in seconds to pinpoint issues that need attention.
  7. Users can also create workflows to send responses based on predefined rules or trigger actions in their CRM tool.
  8. AskNicely integrates with other team tools in minutes so that your team can see the responses you receive and can drive motivation.

Pros

  1. Impressive Dashboards: The reporting part of the AskNicely software has impressed many users. The reporting aspect brings out many user-friendly dashboards.
  2. Easy to Set Up: The AskNicely online tool is not only very easy to use, but it is also easy to set up as well. It can be readily installed by non-technical people in very simple steps.
  3. Intercom integration: The new intercom integration of the AskNicely tool, which helps companies connect directly to clients through intercom has also been appreciated by users.

And now the Cons

  1. Limited Service: A big disadvantage of using the AskNicely tool is that it has limited functions and cannot be used for many purposes.
  2. Expensive Services: Another problem with the AskNicely tool is that its packages are expensive and do not always cover all services. Users feel that they are paying more and offered fewer services.
  3. Too Many Surveys: Customers can easily get fatigued by answering many surveys as NPS needs to be sent out many times to all businesses to see how they are functioning.
  • Champion the art of collecting customer feedback with @asknicely asknicely.com/ via @supermonitoring

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Verdict

While answering too many surveys may pose a problem to some, the overall verdict on AskNicely is positive as most companies welcome the chance to get direct customer feedback and make necessary changes going forward. All-in-all, this tool gets a thumbs-up from our end.

Gain insight into your customer’s mind with Survicate

As an organization, what would you say is the most important step towards growth? The correct investment, the right workforce, market strategies? We believe the best way to get ahead is by knowing exactly what your customers want, when they want, and in what form they want. How would you know that, you think? Through a well constructed and well conducted survey, of course!

survicate

Online surveys have always been powerful tools for any business. They let organizations gain deep insight into the whims and fancies of their target consumer base. On the one hand they can help make a service better by collecting suggestions, on the other hand they can help find out the reason why a user doesn’t want to use the service anymore thereby bringing about improvements. So come to think of it, conducting a short helpful survey is all about benefits for the organization and for the customers. And Survicate is an online tool that helps you create concise and effective surveys that always hit the bull’s eye.

Survicate – The quickest way to collect customer feedback!

Survicate lets you gently survey your website visitors by conducting unobtrusive targeted surveys. It helps you to find out who your visitors are, what their needs are, and why they behave as they do. By making responding to surveys a matter of a tap or click, Survicate allows you to make surveys a natural part of your brand experience. With the help of this tool, you can safely get rid of guessing and base business decisions on actual customer responses.

Survicate enables you to create effective and attractive questionnaires that people actually don’t mind filling out. It allows you to send the survey / questionnaire links to customers via email, text, or social media. Through a unique Net Promoter Score (NPS) feature, in which users rate how likely they are to refer your product / service to others, this tool lets you analyze how your product / service ranks among your customer base. You can couple the results of the NPS exercise by following it up with questions to understand why users rate you the way they do. You can even analyze your NPS in real time to spot the most common problems your customers face, solve them and reduce churn.

survicate1

Here are some of Survicate’s features that are worth looking into:

  • Lets you create surveys containing single questions with text answers or multiple choice questions
  • Lets you conduct surveys using Contact forms, Smiley face scales, and skip-logic
  • Lets you display custom ‘Thank-you’ messages at the end of surveys
  • Allows you to send survey invitations and target potential customers via Cookies
  • Allows you to chart changes in customer responses by referring to their past answers
  • Provides Reports and Analytics through CSV / XLS reports, Lead alerts, NPS analysis, etc
  • Enables you to customize surveys with color schemes, custom CSS, animations, delays and redirects
  • Offers robust security powered by daily backups, SSL certificate, and scalable infrastructure
  • Integrates seamlessly with the most popular marketing applications without the need of special technical skills or 3rd party connectors

How can you use Survicate?

Visit the tool’s homepage and click on the button that says, “Sign Up Free”. A simple, no-credit card signing up later, you’ll come face to face with your tool dashboard. On the top right corner you’ll find an easy option to alter your account settings and view your current membership plan (and an option to upgrade if needed). On the top left corner you’ll find a drop-down listing the websites where you wish to post the surveys you create. You may add new domains by clicking on (+ Add new domain) from the drop-down.

To start creating your first survey, click on the large plus sign above the words “New Survey”. A pop-up dialog will appear with the following choices:

  • Create New
    • Targeted Website Survey
    • Feedback Widget
    • Questionnaire
    • In-message Survey
    • Email NPS Survey
  • Use surveys library

survicate2

You could browse the surveys library to get an idea of how to create a good survey. The library has ample examples of Targeted Website Surveys, Full-page Questionnaires, and One-click Email Surveys / NPS to get you started.

If however, you choose to create a new survey, the options you will see next depends on which type of survey you want to create.

For Feedback Widget, you’ll directly see a pop-up asking you to fill up informational texts where required. After that you can select add-ons if any to include in your survey.

For the other types, you’ll be asked to enter a name for the survey and then proceed with adding type of questions, type of ‘Call to Action’, Design preferences if any, Appearance Settings, and finally, a button that activates the survey on your website.

The entire process is quite straightforward and easy to follow, really.

Pros VS Cons

It is after some time that we’ve come across a tool that has made it difficult to find cons with it. The pros are many, but the cons, well… not so much. Apart from a few more integrations we’d like to see supported by the too, there isn’t anything to complain about. Even the price is pocket-friendly.

  • Get ahead of competition by tapping on customer feedback with @Survicate survicate.com/ via @supermonitoring

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Final Words

So do we have a winner? We think so! Survicate is a tool that can prove to be imperative to your business’s success. All you’ve got to do is know how to use it right. Create awesome surveys with it and keep monitoring the results for better chances of success.

My Web Toolkit: Rand Fishkin

Last time we have interviewed the creator of Crazy Egg, KISSmetrics and Hello Bar. Today we present you a SEO Guru.

Rand Fishkin is best known for creating Moz (former SEO Moz) – a popular SEO platform offering inbound marketing software, tools and resources.
He also co-founded inbound.org – the community for marketing professionals.

Rand is very popular because of his blogs, where he shares his great knowledge: the official Moz Blog and his personal Rand’s Blog.
I guess you might have heard of Whiteboard Friday – a series of short videos, full of valuable insight, made by Rand and his colleagues.

Rand lives and works in Seattle. Privately he travels a lot with his charming wife Geraldine, who describes their journeys on her blog.

Rand Fishkin

Twitter Google+ Facebook Linkedin Slideshare Foursquare

Rand’s Top Web Apps

Here are the top web apps Rand Fishkin uses and recommends:

  • gmail Gmail“for almost everything in my life, personal and professional”
  • 7Geese 7Geese“for intra-company OKRs, 1:1s, feedback, etc. at Moz”
  • Moz Fresh Web Explorer“for tracking mentions and links about myself, Moz, and projects I care about; it’s vastly superior to Google Alerts”
  • followerwonk Followerwonk“for Twitter analytics, connecting to new people, and improving my use of Twitter (which is my primary social network)”
  • googleanalytics Google Analytics“for web analytics”
  • surveymonkey SurveyMonkey“for designing surveys, collecting data, and aggregating feedback”
  • bitly Bitly“for tracking my social sharing”
  • wistia Wistia“for my Whiteboard Friday videos”
  • pocket Pocket“to collect articles I read later (usually on plane flights)”
  • .@randfish Top Web Apps: @Gmail, @7geese, FreshWebExplorer by @moz, @followerwonk, @GoogleAnalytics, @SurveyMonkey, @bitly, @wistia, @pocket

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Web Apps Rand is involved in

“All the Moz tools – yup! But none of the others.”

How does Rand find his apps?

“No specific blogs, but I do follow a number of folks on Twitter and Google+ who occasionally mention new tools/apps I try. For example, I found Conspire.com via Google+ and love it.”

That’s it.
Stay tuned for another “My Web Toolkit” interview!

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