AskNicely is a customer experience and NPS platform designed for service-based businesses and customer success teams that want to collect real-time feedback from customers at every touchpoint — and route that feedback instantly to the frontline employees who can act on it. It focuses on operationalising customer feedback into coaching and service improvement, rather than just aggregating scores.
Product Overview
Most NPS tools collect survey responses and produce a score — but the feedback sits in a dashboard rather than reaching the people who need to act on it. AskNicely's core differentiation is its feedback routing and frontline coaching layer: when a detractor response comes in, AskNicely can automatically alert the account manager, trigger a follow-up task in the CRM, or route the response to a manager for coaching — all within minutes of the response being received. Its Touchpoint Surveys allow teams to trigger micro-surveys at specific moments in the customer journey (after onboarding, post-support ticket, at renewal) — capturing feedback when it is most relevant rather than relying on annual relationship surveys. AskNicely's coaching workflows allow customer success managers to use individual survey responses as coaching opportunities for frontline staff — connecting customer feedback to staff performance improvement in a direct, operationalised way.
Key Features
- NPS & CSAT Surveys: Automated NPS, CSAT, and CES surveys via email, SMS, or in-app — trigger at any point in the customer journey.
- Real-Time Feedback Routing: Route detractor responses instantly to account managers, CRM tasks, or manager queues — act on negative feedback within minutes.
- Touchpoint Surveys: Trigger surveys at specific customer journey milestones — onboarding completion, support ticket closure, renewal, and more.
- Frontline Coaching Workflows: Use survey responses as coaching inputs for frontline staff — connect customer feedback to service improvement at the individual level.
- CRM Integration: Sync survey responses and scores to Salesforce or HubSpot contact and account records — link CX data to sales and CS workflows.
Best For
Customer success and service operations teams at B2B and service-based companies that want real-time NPS and CSAT feedback routed to the frontline employees who can act on it — not just aggregated in a dashboard.
Pricing
Essentials: from $449/month. Growth: custom. Enterprise: custom. Free demo available.
Key Integrations
Salesforce, HubSpot, Pipedrive, Intercom, Zendesk, Slack, Zapier, Freshdesk, Microsoft Teams, BambooHR
Pros
- Real-time feedback routing closes the loop immediately — detractors are actioned within minutes, not weeks
- Touchpoint surveys capture feedback at the moments that matter rather than annual relationship surveys
- Frontline coaching integration operationalises feedback into staff improvement programmes
- Particularly strong for service-based, professional services, and field service businesses
Cons
- Higher pricing than simpler NPS tools like Delighted for teams that only need basic survey collection
- Less suitable for pure product feedback use cases where Pendo or Canny are more appropriate
- Primarily optimised for high-touch, service-heavy businesses — lighter fit for fully self-serve SaaS products
