# Page 7 | Nicereply Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 7 - 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 7 - Reviews of Nicereply ## Showing most helpful reviews Showing 151-175 of 283 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use MK Matt K. Team Leader Internet Used the software for: 1-2 years ### "Easy to use daily snapshot of what our clients are saying" July 2, 2018 5.0 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 Review Source PG Phil G. Used the software for: 2+ years ### "Customer support" July 12, 2016 5.0 Nicereply is nice and simple tool, you want to use if you wish to upgrade your help desk and you need data and customer feedback. Our experience with nicereply was great from the start. And if you need help with setup their support is very helpful. Pros quick and easy to start good value various metrics helpful support Cons trial period could be longer Review Source VR Verified Reviewer Program Manager Used the software for: 1-2 years ### "NiceReply helped us revamp our Customer Support " July 2, 2018 5.0 \-Boost Csat -Identify team gaps -Identify trends in user experience Pros One of the this I liked the most was the way the CS Survey is sent out to the customer. It is simple for the customer to answer which in return gives a high response rate for Csat. Cons The reporting is pretty basic, I was not able to get extra complex reporting but it did give me the basics which is what we needed. Review Source DK Daniel K. Senior Support Lead Expert Information Services Used the software for: Less than 6 months ### "Best CES tool for Zendesk" May 10, 2019 5.0 Easy to use, simple, affordable pricing model, great support team. We were very much delighted by their product and service and are very excited to be using them and seeing the possibilities. Pros It is very easy to implement in to Zendesk (ticketing system). The app itself is also simple to use and easily understandable. There should be no friction in connecting the app or using it from day one. Cons It would be great to have the main dashboard be updating in real time so when we place it on an external tv or monitor we do not need to manually refresh or use a browser plugin to refresh the page. Review Source OG Omar G. Client Support Real Estate Used the software for: 1-2 years ### "Nice, simple and intuitive... The best part of using the software is basically the ability to use it" June 11, 2018 5.0 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. Review Source MK Mike K. VP, Client Relations Information Technology and Services Used the software for: 6-12 months ### "Feedback from an IT Firm " January 23, 2020 5.0 Great overall. Pros This software is extremely easy to use in the context of reading, filtering and exporting data. Cons Filtering is occasionally not as granular as needed, however our use case is rather niche. Review Source HR Haja R. TAC Used the software for: 1-2 years ### "Fast feedback" July 3, 2018 5.0 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 Review Source lN long N. office manager Used the software for: 1-2 years ### "The software is very easy to use and you can check to see what cases you receive bad and good rating" June 12, 2018 4.0 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. Review Source CT Ciarra T. CRS Real Estate Used the software for: 1-2 years ### "Easy. Simple. Perfect for a customer service job." June 14, 2018 5.0 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. Review Source LN Loc N. Support engineer Used the software for: 1-2 years ### "A efficient way to know what customer think" June 14, 2018 5.0 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. Review Source GJ Ga J. CSR Used the software for: 1-2 years ### "It's been a good experience, it does what it says it's going to do in a clean way. Appreciate it!!!" June 7, 2018 4.0 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. Review Source Cody F. Developer Automotive Used the software for: 6-12 months ### "Helpful customer review platform!" July 18, 2019 5.0 Pros I love all the analytics built into this tool, helpful when tracking link clicks Cons I wish the pricing was a little cheaper. Starting package is $49/mo. Review Source MH Megan H. Telecommunications Used the software for: 2+ years ### "Easy to Use" June 7, 2018 5.0 Convenient and easy to use Pros This is a simple and easy to use tool that allows us to set agent standards and review feedback on the support and answers we've provided. Cons It would be a nice feature to have different/more review options - rather than just smile/neutral/frown. Review Source Response from Nicereply July 12, 2018 Hi Megan, thanks for your ratings. It's possible to use other rating scales as thumbs up/down and 1-10 starts to. This can be changed in the survey appearance settings. Don't hesitate to reach us at contact@nicereply.com in case of any help needed. VD Vinh D. CS Team Lead Computer Software Used the software for: 6-12 months ### "Amazing, simple software for CSAT" June 8, 2018 5.0 Getting reports, receiving feedback, monitoring performance! 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 Review Source aR atheena R. Client Support Representative Real Estate Used the software for: 1-2 years ### "Perfect system" June 7, 2018 5.0 Pros Easy to use! You can also get notified immediately when you are rated. Makes it easy to keep track of. Cons Nothing bad about it! The program does exactly what we need it to do! We can be sure we are providing the best service. Review Source JA Janice A. TS Used the software for: 1-2 years ### "great experience " July 2, 2018 4.0 Pros What I like most about the software is the ease of use which is very important to me as a user. That's may pro Cons What I do not like about the software is that we receive too many emails. That's may con about nice reply Review Source Susan D. Director Of Engineering Computer Software Used the software for: Less than 6 months ### "Great for training support reps and new hires" June 8, 2018 5.0 Easy, understandable feedback that encourages support reps and new hires to strive for exceptional customer service. Pros Providing easy-to-understand scores as feedback to support representatives (and we have the feedback integrated into Slack for callouts) encourages folks to strive for exceptional service, and we run all new hires through a stint in customer support, so it's been a useful tool in propagating our company culture. Cons I haven't been a power user of NiceReply, so I haven't dived in far enough to discover what its limitations might be. Review Source SM Seb M. Operations Manager Financial Services Used the software for: 6-12 months ### "Great review tool" June 22, 2020 5.0 Very insightful tool, easy to use, no qualms. Pros Easy to set up, well priced against competitors. Plugs into Frontapp which runs smooth. Cons Needs more customization and in-depth FAQ Review Source JC Jessica C. Customer Support Entertainment Used the software for: 6-12 months ### "Easy Breezy!" June 11, 2018 5.0 Benefits of knowing how our customers feel about the customer service each of our agents provide. Pros Receiving feedback from our customers. This feedback is a great way of tracking how our agents are doing, inevitably to improve the service we provide to all our customers. Cons The way our agents are scored; it would be nice to have the in-betweens; the typical 1-to-10 would be nice! Review Source AM Asha M. CSM Used the software for: 2+ years ### "Simple to use and easy tool to manage team" July 26, 2018 5.0 Pros Easy to filter reviews by agent and date. Great that the customer reviews are automatically sent to each agent so they can follow up with customers in case additional feedback was left in the NiceReply rating. Cons Would be great to have additional filters such as segmenting by rating score or have the ability to give incentives to agents within the tool for good performance. Review Source sL samuel L. IT Support Handler Information Technology and Services Used the software for: 6-12 months ### "Great way to monitor customer satisfaction! Best way to improve to be better at customer service." June 11, 2018 5.0 A better understanding on how to better support customers! Pros That I know what exactly was wrong with my service and that its just not a number rating, but actual comments to improve on. Cons No cons. I love the way it presents itself on the customer's end, but do wish the customers would reply more. Not an issue with the program, but with custom Review Source HC Hannah C. Staff Accountant Accounting Used the software for: Less than 6 months ### "Nice Reply is a sweet little reminder at the bottom of every email to bring forth your best self. " June 7, 2018 5.0 This software has been a great way to encourage better customer service around my office both internally and with clients. Pros This software is a great way to encourage everyone in your office to be more conscious of the quality of service they are providing. The metrics provided encourage a bit of friendly competition around the office. Cons I wish this software would send reminders or updates about how you are performing and how people are rating your communication. I often neglect to check my metrics. Review Source Response from Nicereply July 12, 2018 Hannah, thanks for your review. We provide an notification management which can helps your stay up to date with all received ratings. Here is the setup manual: https://support.nicereply.com/hc/en-us/articles/115002908431-Stay-up-to-date-with-Notifications SD Shantice D. Support Used the software for: 6-12 months ### "exceptional" July 13, 2018 5.0 Pros i like being bale to hear back from my users in order to see what i need to approve upon. it is the best feedback software ive used in my ten years in customer service Cons i love the software. i honestly have no complaints at this time. again it is the best feedback software ive used in my ten years in customer service Review Source jC jessey C. SST Real Estate Used the software for: 6-12 months ### "Easy to see where to improve with work. " June 13, 2018 5.0 Being able to note our performance and track problem areas Pros Being able to see our stats at a glance or overview. Then being able to pin point specific reviews so that we can improve and adjust our work flow. Having it connect to zendesk is a perk as well Cons You can not split out reviews based on ratings or ease of clicking through reviews can be hard. I wish there was a way to have ratings 1-10 be sorted on a sidebar. Or that the survey noted to the customer it was out of 10, some people believe it is out of 5 Review Source AR Ameer R. customer loyalty advisor Consumer Services Used the software for: 6-12 months ### "Very efficient and simple views." July 12, 2018 5.0 Instant access to customer insights and it allows us to make changes to processes and improve overall service to the customers. Pros I find it rather easy to view and instant access to customer insights. Cons I have not had any negative experience as yet and as such can not advise of any cons. 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