Introducing the new action-oriented AskNicely Transform plan

AskNicely’s Transform plan is about to become even more valuable to customers. While the plan already offers customers full access to the AskNicely product, we’re upgrading it to focus even more heavily on daily frontline action with the help of AI.

From the beginning, we’ve strived to be the first customer experience management platform built to drive execution while others simply offer insight. Other platforms stop short of the hard part, taking action on those insights. But AskNicely helps you gather the insights that matter most and target the actions that will make the biggest difference to customers and follow through on them. That’s why one customer called AskNicely, “The missing link between feedback and action.”

The AskNicely approach

We believe the challenge most business leaders face when it comes to feedback isn’t whether they’re collecting enough, it's what they do with it. Change management isn’t easy, but it's where the transformation happens, and the addition of AI has made it more manageable.

When customer-facing teams are overwhelmed and lack the systems and structures to implement change, your feedback goes to waste. All the good intentions in the world can’t bring about change if there is no structured roll-out of standards, approaches, and processes for your teams to follow.

For example, Disney park cast members go through a compulsory training called “Traditions” before starting the job to help them learn the Disney history and how to facilitate “creating happiness every day.” Training and coaching specific to your business and your customers are a great way to communicate and facilitate standards.

From dashboards to daily execution

Identifying and implementing change should be embedded in your business strategy, like any other growth driver would be. To win, you need more than insights, you need focused action and accountability. These changes lead to a transformation that reduces churn and improves reputation. To implement this, business leaders should make it a priority not only to listen to customers in real-time but also to prioritize those areas that matter most. Additionally, they should enable prompt action from customer-facing teams and have a system in place to track follow-through automatically.

“A game-changer for enabling real, scalable change at the field level.” - AskNicely customer

Using AskNicely helps make it easy for teams to stay focused, take action, and improve continuously with no need for extra bandwidth. Imagine automation, but on the next level: change management on autopilot. No other solutions can offer this, other customer experience platforms stop at insight. AskNicely delivers execution.

The New AskNicely Transform plan

AskNicely is upgrading the Transform plan to act as a new model for operationalizing customer experience management. It includes features like “Focus Areas” for every team based on customer feedback that help business leaders keep their teams on track and working towards the same goal.

The Transform plan will also include manager-assigned team actions and reminders, so that miscommunication is never the reason that a poor customer experience goes unresolved or a customer inquiry falls through the cracks. Easily turn feedback into team-level goals and reinforce positive experiences with public shoutouts to build long-lasting habits. 

To ensure this work on the CX front is having an effect, users will be able to leverage adaptive surveys to check in on whether customers are feeling the improvements. And ask smarter questions with adaptive AI-powered surveys tailored to every customer and their experience. All of this can be tracked in reports made for every level of the organization. The features are available to all customers on the Transform plan.

Momentum over measurement: Why you need Transform

The way to level up your CX experience is to make improvements simple, repeatable, and visible to others. Model an excellent customer experience and provide managers with clarity on where to focus next and how to further improve the experience. 

Teams can lead with customer feedback instead of reacting to it, making proactive adjustments before problems can arise, armed with feedback. This helps raise the standard of customer experience across the business, at every location, and with every single customer-facing employee.

Contact your CSM or reach out to our team to learn more about the Transform plan.