Nicereply Reviews

NiceReply has increased the number of ratings that our IT Technicians receive each week, and it has provided us with the ability to rate outside of our ticketing system. It' visual rating system is engaging and easy for our end-users to understand. Weekly reports provide me with the incentive to praise our Team and or course correct in near real-time.

There's not a whole lot to dislike about the solution.

If you're not satisfied with your ticketing system's customer satisfaction measurement system, give NiceReply a try. Integration with Zendesk was simple and easy to accomplish. NiceReply also encourages you to go beyond CSAT to consider a more robust measurement such as ease of doing business.

Our ticketing system (ZenDesk) had a very simple customer satisfaction survey capability. NiceReply has replaced that with a broader set of features. It's easier for the end-user to complete and it provides a very attractive visual interface for the rating system. Benefits include an increase in survey responses and weekly reports that are pushed to me for review.

great feedback platform, the integration was very easy

I have everything under control

Colleagues from customer support love it too

We use it everyday and it is very easy

Everything is perfect with nicereply, I haven't found anything that would bother me.

We are collecting the feedback from our customers

Easy to use.

Very informational.

Works great.

Sometimes you cannot see all of your reviews in one place.

Its helping my business know who is performing well

great feedback collection

efficient work with data

transparency for evaluated colleagues

Nothing, everything is perfect with Nicereply

We are collecting the feedback from our customers

Tracking of customer feedback on a linear scale.

They were only on a 1 5 or 10. This did change when things changed over to the faces for feedback

Allowing us to better serve our customers

It's easy to implement and customize and easily accessible to view feedback from customers.

The interface could be better, it would be great if there was a search bar to lookup reviews.

It allows me to see instant feedback from customers easily, which helps gauge how I'm doing.

Using Nicereply, our customers can be honest and forthcoming about what they liked and disliked about our customer service. There has been a dramatic increase in the amount of feedback we were able to receive

While I think the Nicereply UI could use an update, it's not a deal-breaker since it does what it should.

Our customers did not have a platform for providing honest and timely feedback before using Nicereply. As a result of implementing Nicereply, our customers can give feedback on our service and feel heard.

I like that customers we support can leave a detailed review of our interaction, and also rate on a 7-point scale. It is also nice to be able to filter by category in the Nice Reply dashboard window. This is helpful when segmenting team average scores and individual scores. Another great feature of NiceReply is the option to have emails forwarded dependent on time windows, scores, etc.

Don't have many complaints, sometimes it would be nice to average certain scores with agents respective to different teams. Outside of that, the platform works effectively and smoothly when measuring ratings for client success. Sometimes it would also be nice to share and comment within the app with other users to discuss calls, reviews, and ways to improve directly in the UI. A chat room or comment feature that would ping users via email that a discussion has been opened regarding one of their reviews.

If you are looking to get setup with a CES Score tracker for teams, the UI is really easy to use and it provides direct great results. You can also setup email forwarding for ease of score tracking rather than manually checking the dashboard externally.

If you are considering this vendor, see if it would apply to the different types of teams you have. There are several metrics available such as net Promoter Score, Customer Engagement Score, Customer satisfaction score and can be spread across a variety of channels i.e. sales, support, marketing. This will promote interdepartmental collaboration.

We are able to get both quantitative and qualitative data in one survey. People have the option to rate on a scale of 1 to 7 and also leave an open-ended response to detail the quality of their call, the effectiveness of the agent, and how quickly their issue was resolved. Getting that feedback is invaluable for agent success and the ability to coach and train.

I really like all the available views you can have and the metrics regarding the feedback received from customers. Great interface and very user-friendly. Very quick in elaborating data!

Actually, I haven't found something that I didn0t like. maybe it will be nice to add also a night mode because I think it's better for the eyes and also would be nice to have a different colors for every agent.

I really recommend using Nicereply because it's a very reliable and customizable tool to keep tracking the feedback received by the customers.

Seeing the feedback from customers and improving language, writing format, and of course, double-check if the agent answered correctly or not to the customers' requests.

Nicereply has been providing us an instant Customer feedback. In the recent 2022

Customer Happiness Awards, we were recognized as the Top#1 in Customer Satisfaction. :)

The highest score we can get from the customer is 10/10. If we got a feedback lower than 10, can we require a comment/note from the customer? This will helps us how we can improve ourselves and make it better.

Nicereply shows us how we satisfy our customers after resolving their issues and in return, it makes me feel that I am appreciated.