Case Study: Biteable achieves customer-driven product growth and higher NPS with AskNicely

How Biteable solved complex customer problems with real-time NPS

Biteable, a fast-growing video-creation platform, found itself “flying blind” on customer sentiment: the team mainly saw negative tickets coming through Intercom and had no way to capture positive feedback or a full picture of customer happiness. Skeptical of Net Promoter Score at first, Biteable turned to AskNicely to test a real-time, actionable NPS approach that could inform product decisions and drive measurable growth.

AskNicely deployed real-time NPS with Intercom and Slack integrations to centralize feedback and surface feature requests by user segment. The data quickly influenced Biteable’s product roadmap and retention strategy — NPS began around 50–60 and showed dashboard values like 61.0 and as high as 88.8 (mobile 67.5), with dashboards displaying thousands of surveys and responses — and AskNicely’s insights helped Biteable prioritize the right features, improve customer retention and advocacy, and scale to 3M+ users and 6M+ videos created.

Biteable

James MacGregor

Cheif Executive Officer and Co-Founder