AskNicely vs. Verint Voice of the Customer

AskNicely is well suited for surveying customers about how they are feeling about your product. This can be their overall feeling or after they have taken a certain action. E.g. used a particular feature. It's not designed for getting through customer feedback, rather gauging satisfaction. You will need to follow up with other survey methods for detailed feedback.

Incentivized

Verint Voice of the Customer is very well suited for measuring how satisfied (or dissatisfied) the customer base is in close to real time. Also well suited for identifying pain points across the experience. Not sure if the platform is well suited for measuring multiple interactions for a specified journey or a specific audience experiencing a specific journey

Incentivized

• The workflows and level of automation to make managing an ongoing NPS programme easy are fantastic.
• The AskNicely TV Dashboard is great for getting everyone in the office interested in customer feedback - it essentially brings the customer into the room for some people who don't have a lot of direct contact with customers.
• The system is very easy to use and intuitive.

Incentivized

• Provides for a layered feedback strategy
• Allows for seemless integration with our CX tools to pair words with behavior
• Measures satisfaction

Incentivized

• Integrations could always be another but they do a nice job getting Asknicely and CRM’s talking nicely to one another
• I’d like to see more resources on how to take small businesses to the next level of CX execution using NPS and AskNicely
• More, not fewer plan options

Incentivized

• Integrating with Google Analytics did take several sessions with their support team, so that could use improving
• Needed additional assistance from their technical team because of the configuration
• Limited customization for standard deployment survey templates. Some reports are a bit outdated

Incentivized

The cost versus product is a good value, so it all depends on the customer's needs/wants, and of course, budget

Incentivized

First and foremost It’s easy to use. The Visual dashboard is great and simple to navigate!! The amount of info is thorough and collected timely if not in real time . I have even used it to contact a customer about an experience they had. I was able to ask why they chose the ratings they did on the survey

Incentivized

Every support contact I have had, be it by email, live chat or phone, I have had my issue resolved very quickly, efficiently and professionally by a knowledgeable and well trained support team member. Having worked in technical support many years ago myself, I can appreciate the level of service and quality of support offered by Verint. I would, without hesitation, say that Verint offers one of the best support experiences out there.

When we evaluated Delighted we found a product that *almost* met our needs. They provide great surveys with solid analytics at an unbeatable price point that includes all the integrations now matter what price you enter at. The thing that won us over to AskNicely was the "workflow" features. The ability to automatically reach out to customers based on the survey result is extremely powerful and saves a lot of time for multiple teams. Delighted does not offer that feature. Pendo lost out because of price, they are focused solely on enterprise customers and were literally thousands of dollars more a month than AskNicely. Now, to be fair, Pendo offers a much broader feature set than AskNicely, but as a straight NPS provider, AskNicely fit the bill perfectly.

Incentivized

OpinionLab is more popular than ForeSee with small companies and startups (1-50 employees), while Foresee is more suited for medium-sized companies (51-1000 employees) as well as with large to enterprise companies (1000+ employees). OpinionLab integrates with IBM Tealeaf and Digital Analytics, Salesforce Sales Cloud and FullStory, while Foresee integrates with Nebula CX and UserVoice. Depending on the size of your company and other platforms you need to integrate with it, let those help you decide which of these multi-channel customer experience analytics platform are best for your company.

Incentivized

• The first positive impact has been stressing the nearly urgent need for a NPS tracking system. Gathering the first few responses (both positive and negative) was eye-opening.
• The second positive impact was being able to see a commonality among our detractors, which in turn enabled our management team to shift strategies on prioritizing resources and projects.
• Lastly, this has filled a niche in customer satisfaction feedback that was not sustainable in the previous methods.

Incentivized

• Collect data around our login experience where eventually we were able to release a GPE directing customers to utilize our virtual assistant
• Verbatim around the claims experience allowed us to update our Claims Status page to provide more detailed, transparent information to the customer around the status of their claim.

Incentivized