Product

New updates to case management to help serve your customers best

Nina Godlewski

An essential part of closing the loop with your customers and improving their experiences is easily tracking and managing each case as it comes in and develops. AskNicely’s updated case management features make it easier than ever to do just that. So you can feel confident your team is on the case promptly and your customers are getting the assistance they need. 

What’s new in case management?

We’ve updated our case management features to help AskNicely users close the loop with their customers. These updates include a new automated case creation and assignment feature along with alerts and reminders for those assigned to a case. These updates will enable quick follow-ups and highly efficient resolution.

The goal is to help you boost your net promoter score and turn detractors into promoters for your business leading to stronger relationships with your customers and more repeat business.

With case management, you can:

Automate case creation and assignment  

Now you can set rules in AskNicely to follow up on negative feedback and detractor comments. This will help ensure that customers who give negative feedback will be pointed to the right team for resolution, easing the process. 

Set alerts and notifications

Your team will never miss the opportunity to turn an unhappy customer into a happy one with notifications and alerts about negative feedback. Now you can set up push notifications or email notifications for new cases.  

View overdue cases

We’ve added an “Overdue cases” tab on the dashboard so cases that need immediate attention don’t go unnoticed or unanswered, ensuring SLA compliance. 

These new features were made with AskNicely customers and their pain points in mind. Plus, you can always set up integrations with any other case management platform you already use like Zendesk, Freshdesk, or HelpScout.

"Implementing AskNicely's enhanced Case Management features has revolutionized our customer service process. We've seen a 31% increase in our successfully resolved detractor cases. Additionally, our time to close cases has decreased by an impressive 73%. With AskNicely, we've transformed detractors into promoters, increased organizational visibility, and significantly boosted customer satisfaction. Our customer relationships have never been stronger." -- Michael Blake, Customer Experience Manager, Cinch Home Services

3 reasons you should use case management

Diligent case management is one of the best ways to improve the customer experience and improve your business’s online reputation

  1. The benefits for your customers. By using these features you can help increase your customer retention and satisfaction. Turn those detractors into promoters by resolving any issues and providing them with an experience they want to share for only the best reasons. 
  2. Improving your operational efficiency. Implementing automation and alerts improves your operation efficiency and SLA compliance. This automation means feedback won’t fall through the cracks no need for manual assigning.
  3. Increased accountability and visibility. Those tasks that are automatically assigned will help your team stay accountable and increase visibility for everyone. When trying to provide the best customer experience there’s no room for wondering who’s responsible or when they’ll respond to the customer. 

Interested in leveling up your case management? Book a demo today.

Nina Godlewski
About the author

Nina Godlewski

Nina Godlewski is the Senior Manager of Content Marketing at AskNicely. She started her career in journalism before making the switch to content marketing. She's also written for Newsweek, Square, Teachable, USA Today, Fundera (by NerdWallet) and more.

Nina Godlewski
About the author

Nina Godlewski

Nina Godlewski is the Senior Manager of Content Marketing at AskNicely. She started her career in journalism before making the switch to content marketing. She's also written for Newsweek, Square, Teachable, USA Today, Fundera (by NerdWallet) and more.

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