Who Uses This Software?

Every company which is focused on delivering a great customer experience.


Average Ratings

235 Reviews
  • 5 / 5
    Overall
  • 5 / 5
    Ease of Use
  • 5 / 5
    Customer Service

Product Details

  • Starting Price
    $49.00/month
  • Pricing Details
    All features and great support is included on each plan.
  • Free Trial
    Yes
  • Deployment
    Cloud, SaaS, Web
  • Training
    Documentation
    Live Online
    In Person
  • Support
    Online
    Business Hours

Vendor Details

  • Nicereply
  • nicereply.com
  • Founded 2011
  • Slovakia

About Nicereply

Nicereply helps hundreds of teams at companies like Microsoft, Lenovo, Hubspot and Buffer to measure and improve the quality of their customer service. Measure CSAT, NPS and CES 2.0 per agent, team or company-wide. Increase your survey response rates by 200%. See your data in your support software and set triggers based on it. Get 3x more feedback while sending less emails. Customize both the look and content of your surveys. Set goals, track KPIs, generate reports and more.


Nicereply Features

  • Action Management
  • Analytics
  • Customer Segmentation
  • Dashboard
  • Feedback Management
  • Knowledge Management
  • Multi-Channel Collection
  • Sentiment Analysis
  • Survey Management
  • Text Analysis
  • Trend Analysis
  • 360 Degree Feedback
  • Analytics
  • Call Reporting
  • Complaint Monitoring
  • Feedback Collection
  • Survey Management
  • Custom Survey URLs
  • Data Analysis Tools
  • Email Marketing
  • Embeddable Survey
  • Mobile Survey
  • Offline Response Collection
  • Question Branching
  • Question Library
  • Site Intercept Survey
  • Skip Logic
  • Supports Audio / Images / Video

Nicereply Reviews Recently Reviewed!


Good idea in theory, but misses the mark when it comes to overall functionality.

Jul 02, 2018
2/5
Overall
2 / 5
Ease of Use
1 / 5
Features & Functionality
2 / 5
Customer Support
2 / 5
Value for Money

Pros: It was fairly easy to set up and get running. The supplied good write-ups for getting things installed and connected to things like Zendesk. The graphs are easy to just copy-paste the code and it looks pretty nice.

Cons: If you make a mistake when setting up your reviewing, you have to start from the beginning to fix that mistake, you can't just fix it. I ever reached out to support for help but, after several days of no response, I ended up just deleting all the work I did and starting over from scratch. Only then I heard back from support and they essentially told me to do just that.

In addition to this, it's impossible to get an accurate measurement of historic data. I wanted to simply pull my team's average score on a daily basis and report that. First off, they don't allow you to pull this information via CSV or spreadsheet, I had to look at this tiny chart and hover over each day individually. Secondly, I noticed different scores when I changed the date range. For example, I set my date range as May 1st - May 31st and on May 1st, my average team score was 5.93. When I changed my date range to May 1st - June 23rd and looked at May 1st, my average team score was now 6.1. I emailed their support, waited a few days, and heard back that they would check with their engineering team about that. A few days later, they said "The graph has just an informative character and scores are changed a bit so graph doesn't look to "bumpy" when there are multiple different scores every day. " When I pressed more on this, they said that I'd have to change the date range to each day to get accurate historic information, which is absolutely awful. Searching for a replacement for this product...

Great for metrics

Jun 14, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: It's a great assessment tool and it provides valuable metrics for management about performance. The UI dashboard is very simple and easy to use. I like the sample options and date range features included on the dashboard and that each NR is hyperlinked for direct access. This might be totally unrelated, but I enjoy the customer service articles NR sends to my inbox. I find them applicable to my current role.

Cons: I really dislike the fact that customers can rate the same case multiple times, this is one the MAJOR downsides of NR. When customers are irate or it's simply something that is out of our control, they will use this to mark the agent with negative ratings (sometimes multiple times). Luckily, management reviews the agents NR rating and can determine whether or not the unfair score should be deleted.

It's a bummer that NR isn't integrated with social customer service software such as Conversocial.

Overall: Ensure the happiness of customers and how well the staff is responding to them by addressing their concerns and questions. Also, it helps us to identify trends and issues.

Great and useful but the customers do not use it correctly

Jun 07, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: I like being able to see feedback and rating from customers who rate us based on our service. It is nice to see that they can rate the service and the product separately. It has lots of potential for being a great product for companies. I am excited to see this evolve and grow over time.

Cons: I hate that customers do not understand the ratings and decide to ask more questions in the Nicereply rating comment box rather than in the actual email they sent to our help desk. I also dislike how a single "1" drags mu scores down when it is for things such as a customer being unhappy with something we don't offer. They like the service they got but end up rating me as a 1 and then it looks like I am not effective. It gets frustrating at times but I guess it is just part of the job and is something that will be tweaked over time.

Overall: Great way to assess and keep track of Support team effectiveness.

Great for getting additional feedback from customers!

Jun 07, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: We are able to access additional feedback from customers who aren't particularly internet savvy and think they're emailing us (we get the full message!). Plus, when you have customers who are ecstatic, you get to review their feedback as well! Great for encouraging your staff.

Cons: Not so much a dislike about the software as it is a mild frustration on not being able to remove negative feedback from the overall score when it had nothing to do with the situation (i.e. rating of 1, reason: my street was flooded and the mailman refused to delivery my package anyway).

Overall: A better idea of where customers stand and what adjustments to make to further enhance our reputation, image, and quality of service (not listed in order of importance).

Great addition to our team!

Jun 07, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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Pros: My favorite feature is allowing us to click on the ticket that the user has responded to - other applications n the past didn't allow us to see the ticket in which the user is commenting on. It allows you to see where some may be struggling and where others are excelling - helping teams come together and make a better user experience all-around.

Cons: I wish NiceReply could be built into Zendesk so we would see it at a quick glance rather than having to log into NiceReply separately. Not too many dislikes on my end other than needing to log in separately and taking time to go back into a ticket to see what the comments/rates are in reference to.

Overall: NiceReply's platform allows you to see where exactly a user may be lacking, how users are responding to customers, if there's a common problem area, and also the opposite / where users seem to be excelling and how others could adopt that workflow.

Vendor Response

by Nicereply on July 12, 2018

Aubrey, you can try Nicereply widget for Zendesk to have all your metrics rights next to tickets: https://support.nicereply.com/hc/en-us/articles/360000618052-Nicereply-widget-for-Zendesk-installation

Excellent Product! Very Easy to Use!

Jul 02, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: As a Customer Support Agent this platform allows me to see how I am doing overall, look for trends and the best part is that I can click on the review and it links to the case I worked in Salesforce. My manager can also see how I am doing and how my team is doing overall. The charts, numbers and colors all make it very easy to use and super clear to read and understand.

Cons: The customer is able to leave multiple reviews for the same case. For example if a customer is unhappy about something that is out of my control, such as a product or policy issue, they will continuously hit the "1" or "sad face" and it drops down my average when I get several of those in a row. I would like to see NiceReply put something in place that will prevent the same customer from being able to review more than once!

NiceReply has been our go-to for CS ratings for years. The UI uncomplicated and easy to use.

Jun 06, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: We chose and stuck with NiceReply because it is so simple to use, the metrics are easy to understand, and the UI is clean and uncomplicated. It required ZERO additional support to implement, and I've never come across a bug or glitch. For a busy Director of CS, these are imperative and greatly appreciated.

Cons: I would like for additional customer information to be included in the rating emails that arrive to the agent's inbox. It "may" be easier to remediate poor ratings, but it's not a deal breaker by any means.

Overall: This software allows me to monitor the quality of CS agent communications without auditing ticket by ticket. It's fast, informative, and easy to use.

Does exactly what i need it to do!

Jun 08, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: This Product is Easy to of Use Lower up-front cost
Feature rich
May meet most of your business needs
Support is often included or can be added with a maintenance contract
User communities across the internet and forums provides self-help support
Quick to deploy
All design, development, QA/testing is handled by vendor

Cons: May come with upgrade costs, licensing fees, or per-seat costs
Will likely not meet all business needs
May include features and functions that are not wanted
You may have to change business processes to match the software functionality
Will be variably out-of-sync with your business vernacular

Valuable information that allows customers to leave more information

Jul 02, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Gives our customers a chance to leave feedback that they otherwise wouldn't think about leaving. We get another chance to respond to their comments and concerns with a rating they provide.

Cons: Haven't had to engage support for any concerns, so not sure how well that would be. This may have more to do with our implementation but we have customers responding to NiceReply with information that they should provide to our support staff, thus confusion regarding "where do I leave comments if issues unresolved?"

Overall: Real-time feedback from customers during the course of a help ticket, so we can gauge their feelings about support before resolution is found

Nicereply has been helpful to get a glimpse of how well we are servicing our customers.

Jul 21, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: It's nice to see how a customer feels after you've been able to help them, even if they do not reply back to you via email since you solved their problem. They seem to be more open and honest about their experience.

Cons: Sometimes it is not obvious for customers when they provide feedback. Occasionally I will see a 1 star review, but they mention positive feedback so it is obvious they had intended to give 5 stars instead. If there is a scale already stating 1 star is low, then perhaps it could be more obvious (we also have international customers in other languages).

There are also times where customers respond to my emails through Nicereply rather than the actual email.

I receive an email notice when a customer provides a rating on Nicereply. Although it shows where the customer is located, it would be nice to see the actual ZenDesk email message so I can quickly see what it is in reference to, rather than having to open up the ticket in another window tab.

It's easy to use and review my team's ratings daily or periodically.

Jul 10, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Actually I only used nicereply for less than 2 months since I joined a new company. It's quick and easy to use for a startup company which is not able to devote a lot of resource in developing a software of itself for evaluating the customer service's work from customer's viewpoint.

Cons: I just have some suggestions for nicereply. First, I have three CS teams and if I want to view the scores of each team, I have to output the csv datasheet to deal with it. If I can set it on nicereply and view the team's score directly on nicereply, it would be better. Second I can not understand the calculating of the average score. For instance, If I have 6 agents in a team(team 1), their score is 9, 7, 6,1,1,1, then the average score of this team is 4.17, but if I have 4 agents in another team(team 2), their score is 9.7,6,1, then the average score of that team is 5.75. So if 3 agents get 1 score respectively( that is the case in team 1), and if an agent get 1 score( average score for 3 ratings), then the average of the team is totally different, but the only difference is that the 1 score from 3 replies of one agent and 1 score from 3 replies of three agents. I don't understand why. If nicereply can suggest a better way of calculating the average score of a team, that would be perfect.

Vendor Response

by Nicereply on July 12, 2018

Alla, it's possible to fix this hassle very quickly. You can create team in Nicereply. See this how to manual: https://support.nicereply.com/hc/en-us/articles/115002909372-Team-Management

Capterra-loader

Nicereply does exactly what it needs too: deliver ratings and statements from email Customers.

Jul 02, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Nicereply knows what its good at and doesn't focus on anything else. The UI is intuitive, basic and helpful. This is a true "meat and potatoes" tool. It provides our team a pulse on our email support and customer contacts.

Cons: As stated previously, Nicereply only does one thing, albeit well. It fulfills its purpose but doesn't bring anything new or cutting edge to the table. You know what you get, the whole time.

Overall: Nicereply provides our team with an immediate understanding of a customer's view of their service. It also allows us to keep our eye on any customers that require additional attention or feel that their service or product experience is incomplete.

Very useful and easy to use tool with clean and intuitive interface.

Jul 11, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: You have in one place 3 different customer satisfaction metrics with various and detailed settings. We are mostly using CSAT so for me the best features are:
- Helpdesk integration
- Instant ratings
- Easy rating page customization
- Intuitive interface

Cons: I miss some statistics e.g. real-time comparison with other NR users, conversion rates... (it used to be in the past in beta version of "Labs" section :)
As an admin I have an option to set goals for my team - it would be great, if these goals are visible to the agents as well (ideally a widget that could be displayed on a separate screen :))

Excellent Product

Jun 06, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Their Admin side is easy to navigate, and trend charts help me track customer feedback easily. Our customers report NiceReply as easy to use, and are happy to have a channel to submit feedback!

Cons: Not much to complain about - but one thing that might be good is having the 1-5-10 rating option appear with different options than the smile/neutral/frown. Our customers sometimes mistake the neutral face as meaning a neutral experience, when 5 is considered a poor rating.

Overall: We gain great insight regarding our customers' experience with our software, support representatives, and business as a whole.

It's have been fun to watch the reviews from customers, good or bad but mostly good reviews.

Jul 02, 2018
5/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money

Pros: It does give people a chance to somewhat reply to how my service was and see what they think of how I did. I know it only allows them to rate my service but it does make me feel better to see good reviews. I mostly like the fact that it give people a chance to rate my sevice.

Cons: When someone gets an email from me and it just so happens that what they wanted we are not able to do so they give me a 1 rating. I am just the messenger but they don't seem to care and give me a bad rating. It doesn't let people enter a reason for the rating they give.

Keeps you in the know!

Jun 11, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I love nice reply because it always helps you see where your customers are enjoying your support and when they are not. Additionally, you can also see how your employees are handling interactions with your customers so that you can train those who need a little extra training or praise those who are going above and beyond for our customers!

Cons: i do not think there is anything that i dislike of nice reply. They have always provided the support i need when i needed it and its an all around great product that i would definitely recommend.

Clear and concise! I love NR. :)

Jul 03, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Easy to read results, easy for customer usability. I like seeing that the customers can rate both the service and the product. I am excited to see this evolve and grow over time.

Cons: I don't like that our customers do not always use the rating system correctly, and will reply within the NR comment box instead of the actual thread. I also don't like when I am rated a lower score that it will bring my overall score down when the customer is rating me for a policy, rather than my own effectiveness as an employee.

Makes it easy for us to get outside opinion on our support. We use it for our quality program.

Jun 06, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Value for Money

Pros: Ease of use of the API to integrate with our other tools. This makes it easy for our support reps to see their scores as they come in. Also allows us to send different kinds of customer surveys depending on the kind of data we need to get.

Cons: Could have a nicer app interface but we don't need to interact with it much. Also allows for duplicate ratings to be submitted. This means we need to spend time deleting them. Would be nice if there was a mechanism to prevent duplicates.

NiceReply allows us to take a real pulse on our customers who reach out to our Support team.

Jul 02, 2018
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: I like that NiceReply gives our users the opportunity to post a comment about their service. That allows us to dig deeper into ticket that don't go well and make improvements, or take a closer look at what we're doing right and grow from there.

Cons: We seem to notice a lot that our customers don't understand the difference between 1 and 10. We get a lot of comments that say "Great support!" and then they rate a 1. There seems to be some sort of disconnect...

I enjoy the comprehensive feedback from our merchants for both CSAT and CES - great tool!

Jun 08, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: NiceReply really helps us to identify any merchant problems and provide clear solution, this tool is really effective in my job along with our team and evaluate our performance weekly - so far love NiceReply tool!

Cons: Maybe more options or perks or awards - also sometimes I notice wrong rating will still apply to me after transfer case to other person - maybe need little improvements to fix issues.

Overall: Metric, performance, CSAT, graphic datas and much more - clear pictures :)

Capterra-loader

Very Happy They Went Above and Beyond

Jul 02, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The one thing that sticks out to me about this company is that when we first started with them we did not exactly fit the mold that we wanted to use Nicereply for. When I spoke to someone there they told me what I was looking for was actually in development and they allowed me to stay on a trial and kept me updated on the progress of the development that I needed.

That showed me they valued not only the customer but had faith that their product was going to fit our needs.

Cons: I do not have any con's at this time. Every time I have reached out to customer support I get top notch service.

Has worked nicely for us.

Jun 06, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: The ease of use for my team for individual score tracking, simplicity for me managing the overall scores, and simple operations for the customers when leaving ratings and comments.

Cons: When we receive a negative score, we research which customer it came from so that we can try and remedy it. There is not always enough information on the review we receive to do this. That would be helpful.

Overall: Helps with our team's customer service efficiency and development.

Helpful metrics for a customer support system

Jun 07, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: It updates quickly, and is able to give us the metrics we need to better understand how our clients feel about the support representatives.

Cons: There isn't really much to dislike, other than there is no way we have been able to find that allows partial numbers, such as 5.5 or 7.5, only full integers. It may be a setting that we haven't seen, but it would be useful.

Overall: We're able to better judge how effective support members are now with the system, as the clients will let us know how strong or poor their experience was. Previously we had to call clients to see how they felt their customer service was, and this prevents us from needing to contact them as such.

Simple to use and effective in receiving customer feedback

Jun 07, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Easy to use interface to see your customer service ratings along with the rest of the company. They also make it really easy to get feedback by giving you the option of adding a signature to your emails that lets your customers click one button to score the interaction.

Cons: I haven't really found anything I dislike about this program. We've been using it for over 2 years and it works very well for us.

Overall: Easy to use feedback and scoring.

Capterra-loader

Nicereply has met our expectations, we use it daily to measure our clients' satisfaction.

Jul 04, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Nicereply is one of the best tools on the market with easy-to-use user interface, which provides collecting satisfaction ratings from your customers by embedding a ratings link into your signature. It's worth to mention the simpleness of the use, it takes just few minutes to integrate the rating links to your e-mail.

Cons: Missing mobile application both for Android and for iOS (push notifications would be great and useful).

I've used this platform for 5 years and I love it!

Jun 07, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I mostly enjoy that it allows companies to gauge it's consumer's level of customer satisfaction. Knowing exactly how members feel allow companies to re-access their policies.

Cons: Their blog is informed but it could stand to be a bit more modern and engaging. Its very company- friendly which is great, but for personal use, it could stand to be more up-to-date.

Overall: gauging customer satisfaction and determining how well I'm doing as an employee.

I can take it for granted

Jul 15, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: It simply works, and works well. Implementation is straightforward, gets the job done. I can trust it to work, hence why I can take it for granted

Cons: It's really annoying how i'm unable to delete past users and retain the ratings but forced to disable them which doesn't do anything useful, the list of staff members is still full of interns and ex employees. Also once i disable these people, i can find a way to enable them back.

Easy to implement and use, change to the API has made it tough to identify the rating origin

Jul 02, 2018
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: I like that this is easy to use for both my growing team and for our customers. Feedback is a crucial metric for our team and without NiceReply we'd have a tougher time scaling our training on communication best practices.

Cons: It's frustrating implementing the NiceReply snippet into our shared inbox (Front) signature. The snippet doesn't play nice with Gmail page breaks. I'm not entirely sure who this falls out. Additionally, some recent changes have made it difficult to identify the origin of the rating, taking away valuable information.

Overall: Customer feedback, team training

Nicereply is a great tool for monitoring employees responses to customers.

Jun 06, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: The software is very user friendly, and provides the information necessary to gauge how the team is doing right at your fingertips.

Cons: There really aren't too many cons. If I had to pick one, it's the rating scale that is provided to our customers. It gives them an option of a smiley, neutral, or sad face. Not sure if this is a limit of the software or the ticketing system we integrate it with.

Extremely easy to use and allows for customers to easily provide feedback

Jun 07, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I like most the ease of use for both implementations and for customers to provide feedback. It's a great service to offer your customers an easy way to tell you how you are doing.

Cons: I wish it was a 5 star system instead of 10. 10 Stars confuse customers when 5 is the norm in most cases.

Overall: It's not always easy to get positive feedback from customers and this service allows for that to happen easily.

Pretty good, hard to find support

Jul 02, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: It's so simple to use. It's easy to set up and integrate with our ticketing software. A novice to the concept can easily set things up, edit the wording and look of the question. Our responses haven't gone up, but we do get different insight than we used to.

Cons: There is a bug where sometimes when users rate you twice in the same ticket, it provides a duplicate rating rather than updating the initial rating. It doesn't accurately portray us and requires manual fixing on our end. Also, support isn't IN the product. I can't easily get ahold of support directly from my homepage/dashboard. Instead, I have to google their support and find a way to get ahold of someone.

Capterra-loader

A great overall product has made interacting with our customer even easier.

Jun 07, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Has great features and their support is great and friendly. I have never had a problem with anything on here.

Cons: none really. The software does everything we want it to do. In the past we had an issue with reviews being given to wrong people due to customer error, however, support was great in making sure we were able to reassign them!

Overall: Customer feedback and interaction.

Useful tool for service oriented companies

Jun 07, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Helps us learn about customer services issues before they grow into a serious problem. Also let our staff know who is doing a good job and when, so we can reinforce positive aspects of customer service.

Cons: Wish we could tag IPs and ranges with customer names so that they would also be reported as client X or Y in the reports. We have close to 90 clients and trying to figure out which IP belongs to who is a hassle.

Overall: Nicereply helped us improve customer service and find out when clients are not satisfied with an issue resolution.

Capterra-loader

It allows our customers to clearly and easily rate our service, which is invaluable.

Jun 08, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: The clear stats we now have to track our mission as customer service. By connecting it to our Zendesk we always know where we stand with our own customers.

Cons: Sometimes the automated emails can be a bit confusing to the less tech-savvy. It asks for a reply above the line which confuses some folks who don't realize you just simply reply to the email.

Love NiceReply, so simple to use and great for keeping track of stats between reps!!

Jun 13, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I love that it easily shows your ranking between you and your peers. I'm able to see exactly where I stand. Also, it links up so easily with Zendesk, you can just click on the ticket number and it takes you right to the ticket you were reviewed on!

Cons: To be honest, I don't have any complaints about NiceReply. It's such a simple and intuitive platform!

Overall: I actually won an award with my company because NiceReply easily tracked my ratings compared to my coworkers and we were able to see I had the highest ranking among every other rep!

Easy to use for us and our customers to gather feedback.

Jun 07, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: The simplicity for our customers which leads to more contributions. The clean dashboard and reporting.

Cons: More customizations for how we solicit feedback and the ability to leverage NiceReply for proactive email campaigns. Better integration with Zendesk.

Overall: It's our main source of information for CSAT metrics which is a large part of how we measure our team effectiveness.

Easy to use interface, reliably gets the message to us from our customer base.

Jun 07, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: I most like how simple the interface is and how it easily integrates with our ticketing systems. This pretty much ensures that we get a reliable stream of customer feedback.

Cons: I believe the software works well, it is difficult to get consistent feedback from customers, even, or especially, when you are doing a good job! I have never had that problem with Nicereply.

Overall: Consistent, reliable feedback on our service from our customers and partners, this is all facilitated smoothly by the easy to use nature of Nicereply.

It is a simple tool, that allows us in our company to easily manage our customer satisfaction.

Jul 02, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: It is pretty, simple and elegant

Easy to use and understand

Basically it helped us to understand our customer in everyday transactions, mails are our main point of contact and measuring customer satisfaction helps our business

Cons: Somehow some mail servers do not allow having NiceReply with all colors and images, customers have asked us about this links (but actually they do not see the complete image for positive and negative points, they only see an error picture)

Overall: Having daily basics metrics about customer satisfaction. Allowing measuring our customer service staff and take important decisions that improve compny performance

All of these with a simple customer click

Excellent product!

Jun 06, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I love that it's such an automated process! We're able to pull everyone's feedback into an easy CSV, sort, and restructure areas of opportunity!

Cons: It would be nice to have two options for reviews, one for agent, one for responses (which there may very well be!)

Overall: Ease of use, great reporting opportunities, weekly updates from the team!

Capterra-loader

Nicereply allows our team to provide the best service possible.

Jun 14, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The ability for us to get almost instant feedback from our customers after an interaction, allows us to make on the fly adjustments and track trends with team members. And the helpful articles that explore effective customer service techniques.

Cons: The dashboard could be a little bit more robust I think. I wish there were more metrics to compare and help us track more effectively.

Overall: As a team member, it helps me track and make sure I am continuing to live our companies core values.

Capterra-loader

Great software for our company

Aug 03, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: The tool is helpful in finding trends in how our customer service agents respond. The site is easy to navigate, and I like that I'm able to check reviews for different groups of agents as well as different time frames.

Cons: Some customers tend to leave multiple ratings, which can skew the average. The dropdown menu with agents' names used to be alphabetical, but now it's not which makes it hard for me to find a specific person and check their reviews.

Overall: The reviews we receive from customers on Nicereply is really helpful in gauging how our agents respond and what policies work and don't work. It's great to receive many positive reviews, and we strive to improve practices based on feedback from negative reviews.

NiceReply is a great metric tool for our business!

Jul 02, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money

Pros: We love how easy it is to integrate with existing support platforms. Currently, we use Front to handle client communications and support - NiceReply seamlessly integrates with Front and allows us to move hot button issues to the right person automatically, as well as nurture and collect more info on the happiest clients!

Cons: Would love some more customization of each survey, and the ability to run specific surveys to specific customer groups. Currently, I find that NiceReply is a bit limited when it comes to look and feel of surveys. Being able to embed these within our product would be a huge plus as well!

BEST/easiest-to-use CRM software there is!

Jun 11, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: ease of use
user interface options, lots of colours to choose from
constant notice of updates
data is connected throughtout software for easy cross-referencing

Cons: there are very few things that can be listed as a con for this software.

keep up the good work guys!

Excellent tool that helps you to understand easily your customer needs instantly

Jul 02, 2018
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: It is the best software you can find to react instantly to bad customer service experiences, only pressing a face (Bad face, normal face and happy face), you can understand how your customers feel about your services.

Cons: For older people can be hard to understand how it works and sometimes when someone press a bad face by mistake you get a bad mark with no reason so it would be nice to ask before something like: Are you sure? O something similar to it.

Easy to use, effective

Jun 08, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Questions can be customized with different rating systems, and customers are able to add additional commentary if needed.

Cons: We are unable to customize the Nice Reply widget in emails with HTML for branding purposes. It would be great if this feature was available. Also, customers cannot chance their review after submitting. Once we have helped the customer and resolved their concerns, we would like for them to be able to change their review if necessary.

Capterra-loader

Excellent Customer Satisfaction, Customer Effort, and Net Promoter Score software!

Jun 08, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Nicereply is easy to use, easy to setup, and easy to integrate. The system is robust from a measurement standpoint and engaging for the user. The visual indicators of satisfaction, make it very easy for the user/customer to quickly rate service, effort, or opinion of our services.

Cons: There is not much to not like about Nicereply. It's not a full featured survey platform, so I use a different product for things outside of its wheelhouse.

Overall: Our survey responses increased by 50%. We were able to measure with a 10 point scale as opposed to a 2 point scale. Weekly reports are sent to me which ensures that I am pushing out the results to my Team.

Always an easy way to track customer experiences, good or bad.

Jul 06, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: The analytical data it provides helps coach and improve employees ability to offer great customer service.

Cons: As with any review software, there are gaps in accuracy when the platform can be used to submit feedback that was not relevant to the experience the customer had with the employee.

Nicereply is easy to use, the quality is good. I am not sure how it can be improved, its good!

Jul 02, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: I find Nicereply easy to use. I have been using it for over two years, My boss customised it for us to use after we close customer requests, the quality is good

Cons: I use it for my completed requests, I wish I had more time to experience it but I cant because I have limited use of it

Easy, reliable data

Jun 06, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Ease of use, great data, accountability for our support team, gives a voice to our users. The system is easy to navigate and the data is easily accessible.

Cons: Nothing! It does exactly what I need it to. The only con I can think of is when I get a negative reply myself ;)

Great way for instant feedback

Jul 03, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I like the proficiency of the program itself. You don't have to wait a week for results, but you receive notification as soon as someone leaves a review.

Cons: I wish they would get of the excessive cookies embedded on the site. It causes security issues sometimes.

Very easy! Love the ability to keep track of everything!

Jun 12, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I love being able to track progress. It helps identify areas of improvement. We like to be able to compare stats among the team to see where the median performance lies.

Cons: More in depth statistics are always good. The more data we have, the more efficient we can be. The ability to be compare stats from any select month, on the same screen, would be great!

Overall: We are able to keep track of progress and see where our performance is at, as a team

I like Nice Reply it lets me know how I treat my customers and what they think of my support!

Jun 08, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Everything, easy to use and implement. Have been using for over 2 years and the support provided keeps getting better!

Cons: I really can't say that there is nothing that i don't like about nice reply. It does exactly what it was developed for, results!

Overall: The software is great!

Very user friendly and support is always resolve any issues I've had

Jul 02, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Easy to use interface and quick access to our ticketing system to review all the feedback. Also great for coaching agents on apathy with customers.

Cons: One issue was that I couldn't correct certain review manually, but a recent update fixed that. Not when there's a review that isn't warranted I can make the change without emailing support.

Overall: The ability to view the customers opinions regarding the support they are receiving from our agents.

Efficient, positive resource for our Support Team.

Jun 15, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Nicereply has helped our team focus our vision on providing outstanding customer service. It integrates with our help desk software and is easy to use.

Cons: For our departments use we cannot find anything as a con. It is easy to use, integrate and intuitive.

Capterra-loader

Great way to get feedback

Jul 02, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I like the simplicity of Nicereply. Our customers are motivated to leave a feedback because it's so simple and fun!

Cons: I think that Nicereply doesn't have any issues. System does everything what we need and for other things you can solve it with support. :)

Great tool for support reps!

Jun 06, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Pros: Really easy for my customers to leave reviews for our support reps. It also gives much needed accountability for the reps.

Cons: Nothing really other then the fact that it is possible to delete reviews. That doesn't affect us however since I am only admin.

Capterra-loader

It's a easy app that helps you to understand your customer needs & react instantly to problems

Jun 07, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: I like the most that you can see daily what your customers think about your customer service, it's easy to use & helps your company at all levels due to the fact that sometimes customers don't have a place to write what they like or dislike about your services.

Cons: When someone press a bad face or a bad mark by mistake don't have an option to confirm something like: Are you sure? or something similar.

Friendly and essy to use!

Jun 07, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: We can see the exact feedback provided by our customers and be able to track our progress. Aldo, we can compare the stats between our team mates and provide feedback to each other.

Cons: There's nothing I don't like! Nicereply has added great value to our team and lets us know what things we can improve and what we have to stop doing.

Overall: We know how to improve our metrics and have a control of the customer satisfaction.

Great Experience!

Jun 20, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: I love the instant feedback that I receive from my clients! It helps my team and I address CSAT issues almost immediately.

Cons: It may only be how my organization has implemented it but I wish there was more granularity in the client responses.

Working with them for two years and enjoyed every min.

Jul 02, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: We increased the amount of feedback we collect from
Our users in 40% also The ease of Integration was impressive!

Cons: I think It was great if there was the Ability to customize the icons in the mails to fit the branding of our company

Vendor Response

by Nicereply on July 12, 2018

Tal, thanks for your review. If you want to change icons in the email, it's possible to do. You need to upload your custom ones on the server and point to the icons in html rating snippet.

It is a great tool to get your support rating

Jun 07, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: It's very easy to get the analysis of your support. A number of out of 10 will tell you everything about your support. Feeling happy and encouraged whenever I receive 10/10!!

Cons: If we have some more mandatory details which have to share from the customer, will be much helpful. The customer who is rating the ticket must have to tell something about the support request rating.

Overall: Improved Service

Big big fan of Nicereply. We glean a lot of valuable information from their tools.

Jul 02, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Very easy to set up and maintain. We integrate with Zendesk and the setup is pretty quick and painless.

Cons: Probably just that the forms aren't as customizable as I would like. We would love to make our forms significantly more branded.

very easy to check and organize ratings

Jul 04, 2018
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: It automatically sends emails as soon as ratings are completed by users, which is very helpful to follow up in time when users are not satisfied with some tickets.

Cons: I don't like it when the user can rate one single ticket multiple times which causes confusion in statistics and management, and some users have confusion about high or lower number is related to good rating.

Overall: improve CS skills

Great CSAT tool that can be integrated with Salesforce

Jul 02, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: I like that NR has a lot of features, it has a great integration with Salesforce and is really easy to use and configure. Really useful customer experience tool, highly recommended.

Cons: For some strange reason, the customers here and then put the wrong(inconsistent) feedback and rating, but possibly they just don't understand how it works, therefore not really NR problem.

Overall: CX overview

Great feedback tool

Jul 04, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The ability to see what the customer has to say and how they feel about the service I provided and make improvements based on what I get back.

Cons: People are able to give reviews multiple times for the same case, we only have one question and it is vague.

Overall: Being able to make changes to my everyday procedures to improve responses to customers, motivation to do better and have a better interaction with customers.

Wonderful app that allows customers to rate our Support Handlers

Jun 08, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Nicereply gives us an in depth look at how out Support Handlers are treating our customers on a daily basis. It allows our customers to really let us know how we are doing

Cons: Honestly there is nothing I would change. The app is VERY easy to use for both us and our clients. We used Zendesk before for our rating system and Nicereply has improved our satisfaction rate 10 fold

Overall: Nicereply has greatly increased the response rate and depth of our clients. Giving them more than just a "Happy" or "Sad" option has actually increased the rate in which they rate out support agents.

We use nice reply to gauge our customer's satisfaction after a troubleshooting correspondence.

Jul 25, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: The system is fast, efficient, and provides much-needed data. It's always nice to see how a customer feels about a support exchange, and even more to see when and why they are dissatisfied so we can improve!

Cons: I haven't set up the outgoing messages myself, but I would like to see a variety of messages so frequent customers don't get the same canned survey every time.

It´s nice to konw, what people think about our service .

Jun 13, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
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Pros: It´s really help to be better, discover the mistakes. I can´t wait morning mail from us director with a raiting and check, how was people with my work satisfied.

Cons: I don´t like , when the clinet give me 1, and didn´t wrote atleast her/his name to check, where was the problem with my offer or answer. It´s would be good if it was necessary to fill the atleast name.

Capterra-loader

We needed customer feedback and NiceReply helped us get the feedback that we wanted.

Nov 07, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: We've used a few other software providers and as soon as the word "NPS" is used the price point increases substantially. NiceReply allowed us to do NPS Surveys AND CSAT in the same software. It also allowed us to use a custom domain which is also another rare feature.

Cons: The only downside I found is that the NPS Scoring pages are all branded and you need to contact their support to remove the branding.

Overall: Great software for collecting feedback on your staff. Easy to use and fairly customisable to suit most helpdesk applications.

Vendor Response

by Nicereply on November 13, 2017

Thanks :)

Nice reply is super awesome and I love that it will let me shift between ones with comments and not

Jul 03, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The charts for sure! And being able to see comments vs not comments. Its really good to see the ups and downs and then compare what you are doing now compared to the past.

Cons: Not enough things to filter the reviews by. I dislike how its just a 1, 5, or a 10. I wish the person giving the review could choose any number between 1-10.

Overall: Reviewing my success.

Vendor Response

by Nicereply on July 12, 2018

Hi Don, thanks for your ratings. You can easily change the scale to 10 starts in the survey appearance settings. Feel free to reach us at contact@nicereply.com for any help.

Nice Reply is Awesome!

Jun 07, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: The ease of use for the software is great! It is so easy to use, especially when you are writing an email to a customer.

Cons: The ability not to be able to review comments before they are submitted to overall company. Sometimes there is a bad comment that really has nothing to do with anything that is going to count against our overall score.

It's Awesome!

Jul 03, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Nicereply is an easy tool for our clients to submit feedback about the support they received and let us know how we could improve their experience.

Cons: I haven't had negative or bad experiences with this software and haven't had to use them for any customer support related questions. Everything has been pretty great.

I have had a fairly nice experience. It is easy to use and nice for functions.

Jul 02, 2018
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: I like how manageable and simple the face of the product is. I also like how you are able to see scores from tickets and customer experiences.

Cons: I don't like how some things seem hidden. I have to ask reps to show me where CSAT'S are etc. I do wish that members could leave comments. I feel that if we could see members comments we could excel in customer satisfaction.

Overall: I was able to improve how I replied to the members of Republic Wireless and I was able to improve my daily communication with them.

Solidifies Our Efforts

Jun 07, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: It really makes the team feel team accomplished and solidifies our mission in putting the client first and being an advocate for them.

Cons: When a "bad review" is left it's usually due to the client misunderstanding. I don't think that Nicereply helps alleviate the issue of human ego of wanting to place a bad review if they FEEL like something didn't go their way....so it can make a team member look bad when in reality they actually did everything they could have done.

Excellent product. Works as expected.

Jul 05, 2018
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: We've been using NiceReply for the past 5 months to get feedback on our customer's/guest's experience dealing with our reservations emai support team. So far we are pretty happy with the capability to measure this using NiceReply. The application is easy to use and configure and provides a nice dashboard of the response metrics.

Cons: This is probably not a Con for the software itself, but we are able to get only a small sample of our total email recipients to respond and provide feedback. The click-through rate for feedback is low in comparison to the total number of customers we interact with.

Overall: So far we are able to collect and measure our customer's/guest's feedback rate.

It is still too soon to state benefits received. We should probably be able to provide a more complete picture on the benefits once we complete using your software for at least a year.

Easy to follow and easy for review

Jun 11, 2018
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: -Easy to us
-Reviews are provided by the date
-You can see your average score based on the dates you choose
-The charts are organized well

Cons: -I think there should be more options besides 1, 5 and 10
-I think some type of communication or feedback should be provided/required for each review

Great way to measure customers service

Jun 13, 2018
4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Ability to measure customers service and nice way to give a customer feeling that we care about him/her

Cons: Orientation/settings at the nicereply webpage, it could be more intuitive. Plus the graphic buttons do not appear on some email servers

Overall: Keeping the quality level of communication with clients on high level.

Nice Reply is a great way to get customer feedback for email support.

Jul 02, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money

Pros: The feedback is nice, as it gives us a good window into how a customer is feeling. It also lets us see trends so we can gauge how we are interacting with customers

Cons: the constant email responses are a bit annoying, I can check it just fine myself, I don't really need the email reminders.

Easy to use for CS team to track quality of customer interactions.

Jul 02, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: Simplicity and reporting are what I enjoy most about the platform. It also allows us to go but to make sure customers are having a great experience.

Cons: New pricing structure is what I like least about the platform. Thought the old model was much better suited for our team needs.

Integral part of our Support experience

Jul 02, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I love that it integrates with Front and allows us to respond to customers and find ways to improve both of CES and CSAT.

Cons: Would love better analytics, to get actionable data it requires exporting and drilling down outside of the software.

Overall: Visibility into support team actionable data.

See how all agents are doing!

Jul 03, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: This software allows me to see which agents are doing well as far as customers are concerned and which agents need to work on improvement.

It gives me a great visual reference

Cons: It's a bit clunky to figure out how to look at different things within this software.

Our company has quite a few support agents, and we often have to reconnect NiceReply to the agents... and sometimes it creates double agents, or randomly disconnects them. This is quite annoying.

How nicereply helped

Feb 17, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: We love that the softwar is easy to use.

Cons: Cant think of any

Overall: Nicereply is the way how to collect as much information and feedback from customers as we can on all six markets in which we operate. With the help of this tool, we would like to make our Customer service as excellent as possible. Nicereply helps us keep track of our customers' opinions. It is a very practical tool for improving our Customer service because we want to have only satisfied customers. We can quickly respond and help our customers get the best service.

Vendor Response

by Nicereply on February 20, 2017

Thanks :)

Easy to use daily snapshot of what our clients are saying

Jul 02, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Easy to understand.
Let's the team keep up with their clients.
Nice visuals.
Allows for a range of metrics and easy accountability.

Cons: Would like the ability for more on the fly customization on questions and how responses flow back into our SalesForce platform

Useful tool to monitor customer servicd areas which need improvement

Jun 06, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Able to identify weak customer services areas for improvement. Simple rating choices (Three options: thumbs up, thumbs down, neutral).

Cons: Wish it was a little more customizable with the rating options. Ideally we would like two options: thunbs up and thumbs down.

In the past, agents were flying blind when it came to metrics. With Nicereply, they're in the know.

Jul 02, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Nicereply provides easy access to current data, which definitely drive user engagement with metrics that impact our organization's success. Not to be overlooked, Nicereply provides engaging and relevant blog entries that are frequently shared among our agents.

Cons: It wasn't available 20 years ago. My work life would have been even more focused if we had had Nicereply's actionable data within easy reach then.

Perfect product for measuring customer feedback

Jun 28, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Simple integration with tools like Front, allowing us to get feedback directly from customer conversations. Great, fast customer support from a team that cares about their product

Cons: For the job we use it for, NiceReply does everything we need. It's sometimes frustrating to see a customer leave a negative rating, with no feedback comment, but that ability to not leave comments surely improves the response rate.

Helps Me Improve My Performance

Jun 07, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: The detailed data, and feedback from customers. I also enjoy the fact that my tickets are linked to the NR scores for reference.

Cons: I honestly have no negative feedback for Nice Reply. It's helped me tremendously in doing my job efficiently and effectively.

quite a smooth process

Jul 03, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: It is user friendly, very quick and painless. It looks good and does the job without issues. I wuld definitely suggest it to other offices.

Cons: sometimes the links don't work when clicking on a customer's details to see how gave you the rating in question.

Capterra-loader

I use NiceReply on a daily basis and it's great to manage representative's QA.

Jun 11, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: I like how easy it is to get a high-level overview of what customers think about each representative.

Cons: There aren't many downsides to the software. If I had to pick one I'd say it is not a lot of customers leave comments but that isn't NiceReply's fault.

It is Excellent.

Jul 02, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 2.0/10 Not
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Pros: That you get the chance to experience the out come of how people felt after you help them or any interaction no matter what or how.

Cons: At the moment I haven't encounter anything not to like about it. Everything is good and easy to follow. I'll recommended.

Overall: As I been saying, I get to find out how the people I interact with feel after I help them or educated them on the product I'm working with. By find out how they feel I can learn to become better.

Always the best for guidance for building yourself!

Jul 02, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: the surveys are user-friendly and not confusing at all! I enjoy being able to see feedback and rating to see the quality of customer service I'm providing to our customers.

Cons: Nothing it's absolutely great. The one thing I would change is that NiceReply would be built directly into Zendesk. That way it's super easy to track all your replies and have them accessible while you work!

Overall: Upping my service quality

Vendor Response

by Nicereply on July 12, 2018

Alexis, try Nicereply widget for Zendesk. It will able you to see all ratings directly in your help desk: https://support.nicereply.com/hc/en-us/articles/360000618052-Nicereply-widget-for-Zendesk-installation

Great Product

Jun 07, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: I like the ease of use for the user, as well as the usefulness of the application for both monitoring common customer complaints as well as the quality of customer service given by employees.

Cons: I don't like that sometimes the comments lack context, but it's really up to the data reviewer to determine that.

Overall: Great way to monitor customer service levels, head off customer complaints, and monitor common customer complaints.

Nice, simple and intuitive... The best part of using the software is basically the ability to use it

Jun 11, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The best part of using the software is basically the ability to use it in an easy and straightforward manner.

Cons: I don't have any particular issues with it. It has helped the team and the company be more effective in dealing with our customers.

#1 Customer service improvement tool

Jun 07, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: I really like that out customers are able to express their experience in a simple and less time consuming way as standard surveys.

Cons: There is nothing I do not like about this product. It is a great software to add to any agents workflow.

Fast feedback

Jul 03, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Fast feedback. You can see and learn from the feedback you got on nicereply and implement that right away

Cons: I did not find any issue using this software at all. Everything works as I expected. Literally I can't anything to complain about

The software is very easy to use and you can check to see what cases you receive bad and good rating

Jun 11, 2018
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Being able to check your bad ratings easily and move through out the site very easily.
It is very user friendly.

Cons: Can't really find anything I don't like. Besides that people who can give ratings can give multiple ratings on one case.

Easy. Simple. Perfect for a customer service job.

Jun 14, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I love being able to see tasks and how I stand out with customers. It is simple, easy and user-friendly.

Cons: I wish that every ticket we handle is able to be rated. That way we can see exactly how we are doing the majority of the time.

A efficient way to know what customer think

Jun 13, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: This is a good way for my customers to send their opinions and comments to me and help me improve my service.

Cons: I don't have more issues with it. It has helped the team and the company be more effective in dealing with our customers.

It's been a good experience, it does what it says it's going to do in a clean way. Appreciate it!!!

Jun 07, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Clearly identify performance metrics with specific reporting sources easy to find i.e: who said what and when,

Cons: Not sure how to generate more feedback from clients as the review options are sent to them after CSR interactions.

Amazing, simple software for CSAT

Jun 08, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I like that it's super easy to use and have a simple integration with Zendesk! It was seamless and stress free. I also like that I can pull report really easily understand the performance of my agents.

Cons: I don't really like its NPS software, I think it can be improved like Delighted where we can do timely send outs for the surveys

Overall: Getting reports, receiving feedback, monitoring performance!