AskNicely believes that collecting Response data is only the first step in helping you transform your business into a customer-centric operation. The best way to instill customer confidence and develop positive sentiment around your brand is to quickly "Close the Loop" with Unsatisfied/Detractor Responses.
Our Advanced Case Management feature update allows your teams to:
- Be notified of Responses that need to be addressed
- Collaborate Efficiently internally to discuss the context of a Response
- Coordinate messaging to align with the voice and tone of your external communications
- Engage with Contacts about their Response and resolve any outstanding issues quickly and effectively
Case Creation and Assignment
Automate opening a Case from a Response by using the Case Status Workflow
- Add a rule to target Responses that are Detractors (NPS of 6 or less) or Unsatisfied (CSAT of Unsatisfied or Very Unsatisfied OR Fivestar of 2 or less)
- Configure to mark the Response as "Open"
Optional Configuration
- Add an additional rule to target a specific location or business unit
- Assign the case to a specific User in AskNicely for that location/unit
Targeted Alerts and Push Notifications
Users that are specifically assigned cases will receive email notifications and push notifications if they have installed the AskNicely Mobile App on their devices.
Manual Case Assignment
Admins and Managers can assign cases to specific Users on a per-Response basis. From a Response Reply window:
- Open Case
- Assign a User from the dropdown
SLA and Case Management
Establish a Service Level Agreement (SLA) within your business to ensure that Users understand which cases require immediate attention to due inactivity.
To activate an SLA:
- Go to Settings > General > Case Management
- Scroll to Service Level Agreement and type in the number of hours until an action is overdue
- Toggle ON the SLA standard
Viewing Cases by Status
Once an SLA is established, Users can see the following Case Statuses: Overdue, Open, Closed. Clicking on any of those statuses, isolates the Responses for quick access.
Integrate with your CRM
Allow your teams to seamlessly integrate Response data into their every workflow!
Connect to your ticket management or CRM platform using one of AskNicely's existing Integrations or by creating a Workflow to send to a Support Inbox as the recipient.