AskNicely Launch Guide

This guide is designed to walk you through every key step through the three parts of the AskNicely Customer Journey: 1. Know Before You Go, 2. Configure AskNicely, and 3. Take Action!

You can think of this article as a checklist of tasks to accomplish in order to get the most out of your AskNicely account while ensuring your usage is strategically aligned with the goals of your organization. Not every item will pertain to your usage, but this document links you to the key considerations and "need to know" information for each option that you choose on your path to CX excellence.

We recommend reviewing Know Before you Go and Configuration Fundamentals, which will provide greater context to each of the steps below.

Launch Guide

1. Know Before You Go 
   
   1. Set your business goals
      1. Learning from the 7 habits of Customer-Obsessed Businesses
      2. Set Customer Experience objectives and success metrics
      3. Choose your metric: NPS vs. CSAT vs. 5 Star
      4. Set up your internal program
         
         
   2. Select your primary Surveying strategy
      1. Touch Base Surveys Vs. Follow-Up Surveys
         
         
   3. Choose Delivery Method
      1. Emailing Your Surveys
      2. Web Survey
      3. SMS
         
         
   4. Identify your “Data Source”
      1. Data Sources: CSV, API, or 3rd Party Integration - Advantages & Tradeoffs
      2. Using AskNicely's API to Import Your Contacts
         
         
2. Configure AskNicely
   
   
   1. Importing your Contact data
      1. Configure your CSV Importer, 3rd Party Integration, or API Connection
      2. Want more Leaderboards & Filters? Import more fields.
      3. Need to send Surveys based on a date?
         
         
   2. Set up your Survey Template
      1. Survey Template: Design your email on the “Survey Start” page
      2. Survey Template: Formatting your questionnaire on the “Survey” page
      3. Choosing your Question Keys
      4. Survey Reminders
      5. Multiple Survey Templates: when are they needed, and how to set up.
         
         
   3. Set up your Send Scheduler(s) to start sending surveys
      1. How Send Schedulers work
      2. When to use multiple Send Schedulers 
      3. The Global Contact Rule
         
         
   4. Add Your Team
      1. Adding AskNicely Users
      2. User Roles
      3. Getting your organization involved
         
         
   5. Go Live!
      1. "Go Live" advice: Just Do It! 
      2. Final Checklist before sending Surveys
      3. Tracking your Sent Surveys
         
         
3. Take Action!
   
   
   1. Managing Responses: “Closing the Loop”
      1. Build Reply Templates
      2. Set up Workflows
      3. Hashtags, Case Management & SLAs
         
         
   2. Analysis: Exploring & Getting Value from AskNicely 
      1. Dashboard Graph
      2. Leaderboards & Filters
      3. Themes
      4. Dashboard - Questions Section
      5. Exporting responses and statistics
         
         
   3. Sharing Your Results: Reporting Options
      1. Mobile App
      2. Integration Dashboards: Slack, Front, etc.
      3. AskNicely TV
      4. Exporting “General Download”
         
      5. Publishing Testimonials
         
         
   4. What’s Next?
      1. 30-60-90-180-360 Day Milestones with AskNIcely.
      2. Where do we want to go?
      3. Introduction to Frontline