NPS-focused feedback platform with real-time surveys triggered by insurance customer journeys. Features include automated workflows for service recovery, customer journey mapping, personalized coaching for agents, and integration with insurance CRM systems. Optimized for mobile data collection.
Applications that collect, analyze, and report on customer satisfaction data, Net Promoter Scores, and other feedback metrics to improve service quality.
More Customer Feedback and Survey Tools
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Multi-channel Survey Distribution Ability to send surveys via email, SMS, in-app, web, or phone. |
AskNicely distributes surveys via email, in-app, web, and mobile channels. SMS capability is implied by mobile optimization and standard for NPS platforms. | |
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Customizable Survey Templates Use of predefined or user-created survey templates tailored to insurance customer service scenarios. |
Customizable templates are standard. Insurance-tailored use cases described on product page. | |
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Branching/Skip Logic Survey questions can change dynamically based on previous answers for more relevant data capture. |
Branching and skip logic are expected with real-time, personalized surveys and journey mapping; documented as supported. | |
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Anonymous Feedback Collection Option to allow respondents to remain anonymous. |
Anonymous NPS surveys are a typical feature and are described as configurable in AskNicely help materials. | |
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Multiple Response Types Support for text, multiple choice, rating scales, NPS, and other answer types. |
Supports multiple response types, including rating scales (NPS), text, and custom fields. | |
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Response Rate Average percentage of completed surveys relative to those distributed. |
No information available | |
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Offline Data Collection Ability to gather feedback even when devices are offline, syncing data later. |
No information available | |
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Survey Scheduling/Automation Automated scheduling and triggering of surveys after customer interactions. |
Survey scheduling and event-triggered automation are a key capability as described in automated workflows. | |
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Quota Management Ability to limit the number of responses for a given survey. |
No information available | |
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Unique Link Generation Capability to create unique links for each survey respondent to track completion without compromising anonymity. |
Unique survey links for tracking completion are a common AskNicely feature. | |
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Language Support Number of different languages in which surveys can be created and delivered. |
No information available | |
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Real-time Data Capture Responses are logged immediately as customers submit feedback. |
Real-time feedback capture and delivery is core to the AskNicely NPS platform. | |
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Partial Response Capture Ability to save incomplete survey responses for analysis. |
Platform enables analysis of partial responses for journey mapping and conversion tuning. | |
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Survey Version Control Track and manage different versions of survey instruments. |
No information available | |
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Third-party Panel Integration Support for sourcing survey respondents from third-party panels. |
No information available |
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Real-time Analytics Dashboard Dynamic, real-time dashboards to visualize key metrics and feedback trends. |
Real-time analytics dashboard is featured in marketing materials and demo videos. | |
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NPS Calculation Automatic calculation and tracking of Net Promoter Score for different segments. |
Automatic NPS calculation and tracking by cohort and journey is a cornerstone of the product. | |
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CSAT Scoring Computation of Customer Satisfaction (CSAT) benchmarks from responses. |
Reports CSAT and other benchmarks. | |
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Sentiment Analysis AI-driven analysis of open-text feedback to gauge customer sentiment. |
Sentiment analysis tools for open text are demonstrated in detailed product documentation. | |
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Custom Reporting Ability to create custom reports for specific departments, teams, or timeframes. |
Supports custom reports tailored by team/segment/timeframe. | |
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Trend Analysis Visualization and identification of patterns or changes in customer satisfaction over time. |
Trend over time is part of journey mapping, indicated in analytics screenshots. | |
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Response Segmentation Segmentation of feedback results by geography, product line, agent, channel, etc. |
Can segment by agent, location, cohort, channel. Supported in analytics and coaching features. | |
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Export to CSV/Excel/PDF Download or export raw data and analytics for further analysis or reporting. |
Can export to CSV/Excel for further analysis. | |
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Automated Alerts & Triggers Automatic alerts to relevant staff when low scores or negative feedback are detected. |
Alerts and triggers are fundamental for service recovery and agent coaching flows. | |
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Attribution Metrics Linking feedback to specific agent interactions, branches, or customer cohorts. |
Attribution to agent, location, or journey available in feedback reporting. | |
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Benchmark Comparison Comparison of internal metrics against industry or historical benchmarks. |
Reports can compare to internal and external benchmarks according to product documentation. | |
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Data Filtering Easily filter feedback by date, interaction type, product, or score. |
Filtering feedback data by channel, agent, cohort is a standard dashboard feature. | |
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Feedback Volume Tracking Monitor the number of feedback submissions over a given period. |
No information available | |
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Report Scheduling Ability to schedule recurring automated reports. |
No information available | |
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Root Cause Analysis Support Tools to identify systemic service or product issues from feedback trends. |
No information available |
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CRM Integration Native and API-enabled connection to major CRM platforms (Salesforce, HubSpot, etc.). |
CRM integration explicitly supported, including Salesforce and insurance-specific CRMs. | |
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Core Insurance Software Integration Ability to connect with policy admin and claims systems. |
Insurance policy admin/claim system integration mentioned; integration services are featured. | |
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Helpdesk/Support System Integration Direct integration with platforms like Zendesk, ServiceNow, Freshdesk. |
Helpdesk integration capabilities are listed (e.g. Zendesk). | |
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API Availability Availability of documented APIs for custom workflow integrations. |
APIs available for workflow integration and custom extensions. | |
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Webhooks Support for event-based triggers to other systems upon survey events. |
No information available | |
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SSO & User Directory Sync Single sign-on and synchronization with enterprise identity providers. |
SSO available; supports Okta, Azure AD etc. | |
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Mobile App SDK Availability of SDKs to embed surveys within mobile insurance apps. |
SDK for mobile app survey embedding available (AskNicely for mobile apps). | |
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Data Import/Export Capabilities Options to import customer lists and export feedback data. |
Import/export of participant lists and feedback. ETL/API options supported. | |
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BI Tool Integration Compatibility with business intelligence tools (Tableau, Power BI, etc.). |
BI integration (e.g. Tableau/PowerBI) is mentioned in the technical integrations section. | |
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Email & SMS Gateway Integration Ability to use preferred messaging gateways for outreach. |
Email and SMS gateway integration supported for survey delivery. | |
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Live Chat Integration Integration with live chat solutions for instant feedback after sessions. |
No information available | |
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IVR System Integration Ability to collect phone-based voice or keypad responses via IVR. |
No information available | |
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Custom Branding via Integration Allows insurance organizations to apply their branding through system integrations. |
Branding customization via integrations is standard for insurance deployments. | |
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Workflow Automation Tools Compatibility Direct integration with tools like Zapier, Microsoft Power Automate. |
Zapier & automation platform compatibility described in integration guides. | |
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Data Sync Frequency How often feedback data is synced with external systems. |
No information available |
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Role-based Access Controls Ability to define and assign granular permissions to users. |
Granular role-based access control available for enterprise customers. | |
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User Activity Logging Comprehensive audit trail of user activities for compliance. |
Comprehensive user activity logging for compliance is documented. | |
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Multi-factor Authentication (MFA) Additional security for account logins, protecting sensitive feedback data. |
Multi-factor authentication available for platform security. | |
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Single Sign-On (SSO) Integration with corporate SSO providers for user onboarding. |
Single Sign-On available and used for onboarding in insurance sector. | |
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Delegated Administration Allow department heads or admins to manage teams independently. |
No information available | |
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API Token Management Administration of secure API tokens for integration. |
API tokens are managed from user profile and admin panel. | |
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Temporary/Guest User Support Provision of secure short-term access for external consultants or auditors. |
Guest/temporary user support is referenced in implementation guides for audit access. | |
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Custom Notification Settings Ability to configure notifications per user or role. |
Notification settings customizable per user/role. | |
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User Onboarding Time Time required to onboard a new user into the system. |
No information available | |
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Bulk User Management Support for adding, updating, or removing many users at once. |
Bulk user uploads and management is documented for enterprise onboarding. | |
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User Deactivation/Termination Easy process for disabling access for employees who leave the organization. |
User deactivation/termination supported via admin panel. | |
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Access Policy Enforcement Forcing password complexity, regular rotation, or session timeouts. |
Password and session policy controls supported. | |
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Role Customization Define new user roles suited to organizational structure. |
Roles and permissions can be customized. |
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Data Encryption At Rest & In Transit All feedback data is encrypted in storage and during transmission. |
Data encrypted at rest/in transit is a standard and stated compliance feature. | |
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ISO 27001/SOC 2 Compliance Independently audited and certified for information security standards. |
ISO 27001/SOC 2 listed in platform security compliance. | |
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GDPR/CCPA Compliance Data protection and privacy supports EU and US regulations. |
GDPR/CCPA compliance listed in privacy section. | |
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Custom Data Retention Policies Control over how long customer feedback data is stored. |
Customizable data retention policies described. | |
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Consent Management Capture and track customer consent for survey participation. |
Consents tracked for each survey; described in data protection features. | |
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Audit Logging Tracks all system activities for compliance review. |
All admin actions and data access tracked in audit logs. | |
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PII Redaction Tools Ability to automatically redact or anonymize personally identifiable information. |
PII redaction tools are referenced, especially for insurance compliance. | |
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Access Control Audits Regular audits of user permissions and access controls. |
No information available | |
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Vulnerability Management Processes for regular scanning and remediation of technical vulnerabilities. |
No information available | |
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Data Residency Options Choice of data storage location to meet regulatory/geographic needs. |
Data residency options described for clients in regulated markets. | |
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Penetration Testing Frequency Regularity with which third-party penetration tests are conducted. |
No information available | |
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Incident Response SLAs Time to notify and remediate any detected data breaches. |
undefined Incident response and SLAs referenced; specific number not found; inquiries required. |
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Mobile Responsiveness Surveys automatically adjust for smartphones and tablets. |
Surveys are mobile responsive; best-in-class for mobile NPS. | |
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White-labeling/Branding Ability to customize with insurance company's brand elements. |
Branding and white-label options standard. | |
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Multilingual Support Surveys presented in customer's preferred language. |
Multilingual survey support with dynamic selection based on user profile. | |
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Incentive/Reward Management System for offering and tracking rewards for survey participation. |
Incentive and reward management tools referenced in engagement features. | |
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Progress Indicators Display progress bars or page counts to increase response completion. |
Progress indicators available for longer surveys. | |
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Accessibility Compliance (WCAG) Ensures surveys are usable by people with disabilities. |
WCAG and accessibility support documented in technical features. | |
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Survey Personalization Personalized greetings/questions based on customer data. |
Survey personalization via journey data and CRM integration enabled. | |
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Feedback Thank-You/Closure Pages Customizable end screens after feedback submission. |
Thank-you/closure pages customizable per customer/journey. | |
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Survey Length Customization Control over number of questions to balance depth and completion rates. |
Survey length (number of questions/pages) is fully customizable. | |
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Abandonment Reminders Automated reminders for partially completed surveys. |
Automated reminders (email/SMS) support for incomplete/abandoned surveys. | |
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Image/Video Question Support Ability to embed images or video prompts in surveys. |
Embedded media (image/video) in surveys supported. | |
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Estimated Completion Time Display Visibly shows estimated time to complete the survey. |
Estimated time to complete survey visible to end-users. |
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Automated Follow-ups Automatically trigger follow-up emails, tickets, or actions based on scores. |
Automated follow-ups triggered by satisfaction score available and documented. | |
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Case Creation from Negative Feedback Ability to open cases/tickets directly from low satisfaction responses. |
Case/ticket creation from negative feedback integrated with Zendesk and other systems. | |
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Custom Rule Engine Define custom actions based on specific feedback patterns or segments. |
Custom rule engine rationale available for feedback workflows. | |
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Task Assignment Assign follow-up actions to specific agents or departments. |
Tasks from feedback can be assigned to individuals or departments, as per journey mapping. | |
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Resolution Tracking Monitor if negative feedback is addressed and resolved. |
Monitors and reports on issue resolution; service recovery is a core aspect. | |
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Escalation Workflow Automatically escalate unresolved or severe feedback. |
Escalation workflows configurable in automated survey rules. | |
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Notifications on SLA Breach Alert managers if response or resolution times exceed thresholds. |
Notifications triggered for SLA breaches documented in workflow settings. | |
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Integration with Ticketing Systems Directly integrates feedback into customer service ticket pipelines. |
Direct ticketing system integration supported. | |
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Feedback Tagging and Categorization Automatic or manual assignment of categories for follow-up prioritization. |
Feedback tagging/categorization used for prioritization and reporting. | |
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Pre-built Automation Templates Library of workflow automations for quick deployment. |
Pre-built automation templates referenced in workflow guides. |
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Intuitive Admin Dashboard Clear, user-friendly management interface for admin and creators. |
Intuitive admin dashboard highly rated in product reviews and screenshots. | |
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Drag-and-Drop Survey Builder Simple builder for assembling and editing surveys. |
Drag-and-drop survey builder present in UI walkthroughs. | |
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Customizable Navigation Ability to adapt navigation to match internal processes. |
No information available | |
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Bulk Actions Support Perform actions on multiple surveys or responses simultaneously. |
Bulk actions for survey and data management are available. | |
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Keyboard Shortcuts Productivity-boosting shortcuts for common actions. |
No information available | |
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Onboarding & Guided Walkthroughs In-app help or tours for new users. |
Guided onboarding/tutorial features described in help center. | |
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Time to Publish Survey Average time to design and release a new survey. |
No information available | |
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Mobile Admin App Ability to manage surveys and track analytics from a mobile device. |
Mobile admin app for analytics and management shown in app store and product features. | |
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User Feedback Portal Dedicated place for users to submit their product feedback. |
User/community feedback portal described. | |
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Customizable Layouts Choose from different UI layouts to suit organizational preference. |
No information available |
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Concurrent Respondent Support Number of customers who can simultaneously submit feedback without lag. |
No information available | |
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Survey Volume Cap Maximum number of surveys active at any time. |
No information available | |
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Response Processing Time Average time to process and log a response. |
No information available | |
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Data Storage Capacity Amount of feedback data that can be stored. |
No information available | |
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Uptime SLA Guaranteed system availability. |
No information available | |
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Automated Load Balancing Dynamic allocation of computing resources based on usage spikes. |
No information available | |
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Disaster Recovery Plan System has a tested, documented disaster recovery protocol. |
Disaster recovery described in compliance and security documentation. | |
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Geo-redundancy Data and services replicated in multiple geographic locations. |
Geo-redundancy for hosting and failover is mentioned for enterprise clients. | |
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Elastic User Licensing Licensing model supports easy expansion/contraction of user seats. |
Elastic licensing (scale up/down seats) is available as per support articles. | |
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Performance Monitoring Tools Real-time tracking of system performance and bottleneck alerts. |
Performance monitoring tools described for platform metrics and alerting. |
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24/7 Support Availability Round-the-clock access to technical support. |
24/7 technical support access described in enterprise SLAs. | |
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Live Chat Support Real-time chat with support agents. |
Live chat support present on website and in product. | |
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Dedicated Account Management Personalized support contact for enterprise customers. |
Dedicated account management available to enterprise clients. | |
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Knowledge Base Access Extensive self-service documentation and troubleshooting guides. |
Extensive self-service documentation (knowledge base) available. | |
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Onboarding/Implementation Services Assistance with setup, integration, and user training. |
Onboarding and implementation assistance offered as a service. | |
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User Community Forum Peer-to-peer support through online forums. |
User community forum referenced in support resources. | |
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Training Webinars Regular group training sessions or webinars. |
Regular training webinars are held for product users. | |
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Custom Training Materials Option for provider to deliver tailored training content/resources. |
Custom training available for enterprise or industry clients. | |
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Support Ticket Response SLA Average first response time for support tickets. |
No information available |
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Per-User Pricing Option License fees charged per seat/user. |
Per-user pricing available. | |
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Volume-based Pricing Option License fees scale by number of survey responses or distributions. |
Volume-based pricing/discounting is offered. | |
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Unlimited Surveys/Responses Option Flat fee option for unlimited survey usage. |
Unlimited usage tier described in pricing literature. | |
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Free Trial Availability Option to try the service with full or partial feature set. |
Free trial available per sign-up options on website. | |
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No Hidden Fees Complete transparency regarding all additional or optional costs. |
No hidden fees promise in marketing and contracts. | |
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Annual/Bulk Discounting Discounts for long-term contracts or high volumes. |
Annual/bulk discounting described for long-term/large contracts. | |
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Flexible Contract Terms Supports monthly, annual, and multi-year contracts. |
Monthly, annual, and multi-year contract options supported. | |
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Feature-tier Pricing Clear distinction of what features are available at each pricing tier. |
Feature-tier pricing breakdown shown in price lists and plan comparison. |
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