New Products
Microsoft Teams
We went live with the Microsoft Teams integration in June that enables COOs with a new way to drive action & close the loop. It adds to the 'Respond' and 'Transform' part of our flywheel by enabling faster response to feedback and unlocking access to feedback to motivate employee action.
- Main features include:
- The ability to configure workflows that send responses to a Teams channel.
- Users in Teams can use actions on the response card to leave notes, reply to the customer, or trigger workflows.
- Syncs notes and replies between Teams and AskNicely via the bot to maintain context.
- Announcements:
Case Management Upgrade
This update addresses one of our most requested improvements from customers and is a vital component of the 'Respond' phase in our flywheel. These enhancements will empower our customers to close the loop with their clients more efficiently, transforming more detractors into promoters.
- Main features include:
- Ability to assign cases to a user on desktop and mobile
- Associated notifications to watchers and assignee when case assignment is updated. Controlled by a new toggle in the user’s settings.
- Use workflows to automatically assign cases to users
- Automated notifications of overdue cases to assignee and manager (based on SLA setting)
- Adding an Overdue filter and tab to the Responses page
- Announcements:
Improvements
Collect
- Survey Builder: the confirmation message for Review Requests can now be configured by the user.
- SMS: updated the survey fallback logic to no longer use Twilio’s number lookup. We will implement a new number validation system in the coming weeks. Failed SMS sends will fallback to an email survey if we have an email for that contact.
Respond
- Case Management: Users should no longer be able to set an SLA close time that is before the SLA open time.
Assess
- Dashboard: CSAT and FiveStar ratings will be displayed to 2 decimal places across the product. NPS will be displayed to 1 decimal place.
- AI Themes: Increasing re-calculation window to 12months from 3months. (Available on higher tier plans)
Transform
- Executive Summary: Leaderboards should now correctly implement Smart Rank sorting.
Bug Fixes
- Mobile: Made the “New Message” button easier to click on iOS in situations where it hid behind the footer.
- Mobile: Mobile Feedback page should now correctly use field labels for custom fields.
- Mobile: Mobile Feedback page should now correctly cache for offline use.
- Dashboard: Fixed an issue where users with large screens (27”+) couldn’t download leaderboard images
- Dashboard: Fixed an issue with the “Greater than” filter would not return sub-options in some cases, causing it to not work entirely.