# Page 3 | Nicereply Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 3 - Is Nicereply the right Customer Satisfaction solution for you? Explore 283 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/152920/Nicereply/reviews --- Nicereply 4.7 (283) [View alternatives](https://www.capterra.com/p/152920/Nicereply/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 13th, 2026 # Page 3 - Reviews of Nicereply ## Showing most helpful reviews Showing 51-75 of 283 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use TB Tess B. Business Operations Computer Software Used the software for: 2+ years ### "Great Product to Celebrate the Wins!" May 27, 2021 5.0 Overall its a great product and their support team is friendly and helpful. Pros We use NiceReply with Front and those two combine help us provide a great customer experience. We love the feedback from Nice Reply and have a Slack integration so our whole company can celebrate the wins. Overall very easy to use and customize. Cons I wish it was easier to pinpoint trends in the comments in CSATs. We currently read and manipulate everything manually in a SQL tool as NiceReplys reporting isn't as robust as we need. Review Source VR Verified Reviewer Corporate Communications Consultant Used the software for: 6-12 months ### "In the past, agents were flying blind when it came to metrics. With Nicereply, they're in the know." July 2, 2018 5.0 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. Review Source Zachary M. Client Success Computer Software Used the software for: 2+ years ### "Easy way to measure CSat Scores." July 30, 2019 4.0 Pros It is easy for customers and looks good at the bottom of the emails. Cons A person can click on it multiple times skewing scores. Review Source CB Christi B. Customer Support Specialist Staffing and Recruiting Used the software for: 1-2 years ### "Excellent Product! Very Easy to Use! " July 2, 2018 5.0 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! Review Source Daniel P. Consultor ADF Computer Software Used the software for: Less than 6 months ### "Excellent tool, my opinion counts" January 12, 2019 5.0 Exceptional tool to provide an accurate and guaranteed quality response as our technological services. It is for them that the use of Nicereply will increase each time. Happy with the results provided. Pros Quality is important, and with Nicereply we ensure that each customer receives the right attention, as we offer guaranteed quality. The tool forces us and makes us much more professional when it comes to offering technological services. The control panel allows us to operate effectively when responding to customers, very satisfied, not others, but having the tool, we respond immediately and accurately. Cons So far, it allows us to demonstrate that responding with quality is also possible, however, it is heavy at the moment of opening a personalized response. Review Source ZH Zach H. Sales/Service Manager Consumer Goods Used the software for: 2+ years ### "Has worked nicely for us. " June 6, 2018 5.0 Helps with our team's customer service efficiency and development. 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. Review Source JB Jennifer B. Director CS Computer Software Used the software for: 2+ years ### "NiceReply has been our go-to for CS ratings for years. The UI uncomplicated and easy to use." June 6, 2018 5.0 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. 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. Review Source SK Steven K. CSR II Human Resources Used the software for: 1-2 years ### "Helpful metrics for a customer support system" June 7, 2018 5.0 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. 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. Review Source JD Je D. Project Manager Used the software for: 2+ years ### "Does exactly what i need it to do!" June 8, 2018 5.0 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 Review Source KS Kathryn S. customer support specialist Food & Beverages Used the software for: 1-2 years ### "Nicereply review" July 8, 2022 5.0 I have enjoyed integrating it with our software for support! Pros I enjoy how easy and user-friendly the software makes my job. Cons There could be more variety in the options available. Review Source Angus M. Director of Product Marketing Consumer Electronics Used the software for: 1-2 years ### "Easy and important feature you need to add to your support emails" June 8, 2018 5.0 Pros The software is easy to use and provides clear feedback to our company about how happy customers are with our support. It's simple and easy to use on both sides, so we have lots of feedback that helps us improve and better support our customers Cons The ease of use for the customers comes at a drawback that there is less information on other details (how many times they wrote in to us, more details on how truly satisfied they were. That said, it is a great tool, and it's tough to add more details without getting fewer customer responses. Review Source GH Gabriel H. Customer Support Manager Used the software for: 2+ years ### "Very useful and easy to use tool with clean and intuitive interface." July 11, 2018 5.0 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 :)) Review Source VR Verified Reviewer Sales Manager Internet Used the software for: 1-2 years ### "Nicereply review" October 31, 2018 4.0 I would recommend it to smaller businesses. Pros The interface for viewing individual reviews for employees. Cons The ability to remove a review from an employee's profile. Review Source VR Verified Reviewer SEO Project Manager Internet Used the software for: 2+ years ### "Easy Navigation" June 12, 2018 5.0 Feedback is helpful to improve specific areas and services we provide. Pros Nicereply is easy to use. Locating your stats (and others), overall ratings as a company helps us to keep track of our performance with live customer feedback. Cons There aren't any prevalent negatives that I can see. All the kinks have been worked out as far as intuitive functionality. Review Source Edward G. Sr. Digital Marketing Manager Internet Used the software for: 6-12 months ### "Great product, even better support!" July 2, 2018 5.0 More actionable customer feedback! Pros NiceReply is the easy NPS/CSAT product to set up and implement. Our team has been able to get so much more feedback from customers since setting it up! Cons The pricing is a bit higher than we would like to spend, but the overall value makes up for it easily. Review Source BS Brad S. Sales -- Account Manager Internet Used the software for: 2+ years ### "Nicereply Reviews" September 25, 2018 5.0 it makes it nice to show my boss that I am doing well and that our customers do appreciate what I do. Pros When I help out a customer which I do most of the time they like with I have said and give me a 10 for a review most of the time. This also goes to my manager which in turn makes me look good. However this can be a double edged sword. Cons When I have to give customers bad news or info they they don't like but I have no control over they give me a rating of 1 even if it's no fault of mine I am the message and take the brunt of there anger with the bad review. Review Source VR Verified Reviewer Customer Support Real Estate Used the software for: 1-2 years ### "Love NiceReply, so simple to use and great for keeping track of stats between reps!!" June 13, 2018 5.0 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! 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! Review Source AP Ashton P. CCR Used the software for: 2+ years ### "Clear and concise! I love NR. :)" July 3, 2018 5.0 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. Review Source VR Verified Reviewer Manager - Service Innovation Telecommunications Used the software for: 2+ years ### "Nicereply is a great product when customer experience is a top priority!" June 7, 2018 5.0 Pros It allows us to know when we've provided a good experience for our customers but most importantly it tells us when we didn't. We use those learnings to train support reps how to better address a customers question. Cons At this time, I don't have any cons to share regarding Nicereply as I've always had a good experience. Review Source VR Verified Reviewer Customer Success Specialist Human Resources Used the software for: 1-2 years ### "Recommended" July 4, 2016 4.0 Nicereply is very good customer satisfaction app. Sending ratings is very easy for our customers (no long questionnaires) and we can do improvements instantly according to analytics. The new NPS metric helped us to identify our weaknesses and it was super easy to create a campaign. Pros The tool contains 3 important metrics under one roof. Very good stats and insights. Easy usage. Perfect monitoring tool for Head of Customer Service dep. Fast and reliable support. Integrations with help desk systems Cons Limit on received ratings Review Source Alan E. Founder and COO Used the software for: 6-12 months ### "Easy to use, quick and easy way to get overall feedback. Good product!" July 2, 2018 5.0 Pros Easy to use. That's the most important thing as end users don't want to deal with a complicated system. Cons I hate the name. And I do not like that users can rate the same case multiple times. That's the only real drawback. Review Source RD Rebecca D. Customer Support Health, Wellness and Fitness Used the software for: 6-12 months ### "Ease of use" July 7, 2022 5.0 I am happy with my overall experience with nicereply. I never had any technical issue with it. Pros Nice reply is easy to use. The UI is user-friendly and very easy to understand. You get an overview of your survey score without clicking too many buttons Cons None that i can think of at the moment. Nicereply is a good product tool to gauge customer satisfaction Review Source VR Verified Reviewer Support Team Lead Computer Software Used the software for: 2+ years ### "Always an easy way to track customer experiences, good or bad." July 6, 2018 4.0 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. Review Source CH Colin H. Manager Used the software for: 2+ years ### "Makes it easy for us to get outside opinion on our support. We use it for our quality program." June 6, 2018 5.0 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. Review Source cB christopher B. technical support Business Supplies and Equipment Used the software for: 2+ years ### "BEST/easiest-to-use CRM software there is!" June 11, 2018 5.0 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! Review Source Similar Products Featured