Case Study: Saatva earns 5-star ratings from 94% of customers with AskNicely
Key results
The challenge
Saatva, which built its early growth through word of mouth, needed to maintain a consistent, high-quality customer experience across every interaction as its support teams moved fully remote.
The solution
Saatva used AskNicely with its Zendesk integration to survey customers, route negative feedback to the right teams, and coach agents to reach back out quickly and resolve issues, ideally within an hour.
“We want to say, we hear you, we apologize for this situation or the experience you're having. What can we do to make that right? And that goes a really long way.”
SYStephanie YoungDirector of CX Platforms, Saatva
The results, in context
With AskNicely in place, Saatva recorded a 4.85 average CSAT score and a 28.5% survey response rate, with 94% of customers giving 5-star ratings. Rapid follow-up on detractors helped keep service quality high across a remote team.