Rethinking Customer Experience Management
Today we live in an experience-first world. As customers, we don’t just buy products or services, we buy experiences. We are evaluating the experience not only at the point of sale but at every single touchpoint with the company, all the way from pre-purchase to well after post-purchase.
Companies, B2B or B2C, big or small, realize that consistently delivering a “wow” customer experience (CX) is critical to retaining customers and earning a positive “word of mouth.” Each happy customer can be a marketer and each piece of feedback helps create a better experience. It is no surprise that CX is turning into a company-wide priority. CEOs realize that customer experience needs to be proactively managed as it has direct implications for their competitive advantage.
We believe there is a need to rethink CX not only as a standalone dashboard metric but rather as a holistic close loop approach that ties customer feedback to action. This is why we are exhilarated to lead the $10 million Series A round in AskNicely, the #1 rated customer experience management platform, and delighted to welcome the AskNicely team to the Nexus family!
AskNicely not only measures, but also analyzes, contextualizes, and operationalizes customer feedback across teams to help improve the CX.
It collects customer feedback across multiple channels while keeping it friendly and engaging for the customers. The channels include conversational chat, email, SMS, and in-app. It integrates with the System of Record (e.g., Salesforce, Hubspot, Microsoft Dynamics, etc.) to trigger timely feedback requests after specific events or timeframes.
Its text analytics and AI primitives produce segmentation and tracking of customer feedback by product/channel/rep/region/team and its multi-screen (TV, mobile, laptop,..) dashboard allows the sharing of real-time insights with everyone from front line employees to the CEO, proving to be the go-to System of Intelligence for customer experience.
AskNicely drives action and closes the loop to improve the experience. Its 40+ integrations including Zendesk, Intercom, Slack, Freshdesk, and Shopify allow routing of feedback to the right employees/the right teams. It serves as the System of Engagement for teams to collaborate around customer experience and take immediate action to drive retention, upgrades, reviews, and referrals. AskNicely’s smart workflow system helps customers easily automate processes after receiving a response to get more reviews, automatically follow up with low scoring customers, or send a particular set of responses through Slack/Zendesk.
At Nexus, we always focus on backing exceptional founders with sharp product instincts. We came across AskNicely in mid-2018. We were blown away by the product’s elegance, simplicity, ease of use, and the magnitude of happiness it has spread over its 1000+ customers worldwide. Aaron and John’s intense passion for Experience is clearly demonstrated in how they think about their product and customer base.
We are thrilled to partner with Aaron, John, and their team at AskNicely to build the best customer experience management platform that helps companies build a truly customer-centric culture.
(And yes, AskNicely is hiring both in Portland, Oregon, and Auckland, New Zealand!)
