Nicereply

4.5
(277)

Customer Satisfaction Survey, NPS & CES

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Showing 277 Nicereply reviews
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Nicereply review by Brayden M.
Brayden M.
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"Rate the company"

What do you like best?

It facilitates knowing the qualification that gives the clients to the company, helps to track the quality that is given to the client

It establishes important statistics that allow to visualize the percentage of bad and good opinions

I keep track of the ratings of how customers feel about quality and service rendered

Personalize the survey with the brand of the company so that at the moment they answer the survey they are aware of which company will respond

What do you dislike?

The more qualifications are received, the more the price of what is paid increases. I do not like it because the price should change for its functions but not for the grades received is the only thing I think I do not like about this platform

What business problems are you solving with the product? What benefits have you realized?

The qualification that the clients give to the company helps to improve the service that is offered to them because they know in which area they are failing to improve themselves and satisfy the client in everything and that the bad opinions are reduced and the good ones increase

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Nicereply review by Joshua L.
Joshua L.
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"Compile research responses"

What do you like best?

With the measurement tools that this platform has, it helps me to know the satisfaction that the client has towards the company

Generates reports to track the performance indices that are available

It helps to better understand the clients and know that they like and dislike them in order to learn from them and solve what is not to their liking

The surveys sent to customers is easy to use and understand so that they respond correctly and thus be able to validate the information they sent.

What do you dislike?

It is missing a mobile app that I can have on my cell phone and so I would facilitate my work a little more, I just hope that some day this mobile app will be a reality and Nicereply can have it closer to me on my cell phone to work anywhere with more ease

What business problems are you solving with the product? What benefits have you realized?

Your tools allow us to be connected with people through this means to know the opinions that customers have and thus be able to improve what they do not like and could affect sales if you do not know what customers like the most, with nicereply we can be Pending that the services and products offered are to everyone's liking, without this platform you would not know what customers think or if the quality of the product seems appropriate

What Survey solution do you use?

Thanks for letting us know!
Nicereply review by Lucy K.
Lucy K.
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"Distribution of surveys with real opinions"

What do you like best?

The statistics are helpful to keep track of the opinions of the clients and the follow-up of each negative opinion to help the client and know why their displeasure with that make improvement plans in each negative opinion they send

The distribution of the surveys that are sent to the clients to know the opinion of satisfaction that they have is simple and helps to have a clearer view of each client

Negative comments are the greatest attention that should be paid to have a solution for the client that I think can damage the image of the company with a single negative comment that other customers make because they can reduce sales or create a bad reputation of the brand

What do you dislike?

I would love to have a mobile app that allows me to have on my mobile phone to work anywhere and be more connected with nicereply at all times. I hope you are working to get a mobile application that I need so much for my daily work with nicereply

What business problems are you solving with the product? What benefits have you realized?

It is good to have the opinion of the clients and know everything they think about the company, whether it is good or bad, the comments are useful and I read them to know if it is better than bad or more bad than good, the important thing is to know the ratings that each client sends us

Nicereply review by Ian C.
Ian C.
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"Real-time reports"

What do you like best?

It helps improve the quality of services provided to clients with three different types of surveys:

how to measure customer satisfaction (CSAT), the net score of the promoter (NPS), customer effort score (CES), which I liked very much the performance that each one throws

There are three different ways to view the surveys and the opinions of each one because it is a percentage of questions to different clients and to know the performance of the team with the control panel that has classifications, trends and graphs

What do you dislike?

There are customers who qualify to think that 1 is the most satisfied value and 10 the most dissatisfied and in the comments send the best grades apparently do not understand the difference between 1 and 10 and this disqualifies the company, although it is not Nicereply's problem

What business problems are you solving with the product? What benefits have you realized?

From all the surveys I receive a report that allows me to evaluate in what level or what percentage of satisfaction is global all the clients observing what are the possible failures or bad services that have been lent in each client and thus assure that it is a happy client

Nicereply review by Bryson R.
Bryson R.
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"Evaluate quality and service"

What do you like best?

It is good to see how they rate the service and the quality of the product offered, read the comments of the evaluations to know how customers qualify us and have a clear concept of everything they live by having the experience of buying either online or in a physical store, more and more is achieved that are more comments that also means that more and more people are buying our products and are satisfied or sometimes dissatisfied by something that happened to them

What do you dislike?

Sometimes the overall score that you have as a good company should be more equivalent to that you have more good than bad evaluations and should not affect the overall score so much.

What business problems are you solving with the product? What benefits have you realized?

Absolutely all the surveys that have answers by the clients arrive without margin of error what makes me have the calmness that all the comments made I can read them to determine what is the percentage of bad and good opinions that are obtained thus taking plans that improve what is shown that customers do not like

Nicereply review by Emily Y.
Emily Y.
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"Satisfaction and opportunities for improvement"

What do you like best?

The satisfaction of the client is the objective so that the sales continue to increase and with nicereply we can get to know if the clients are satisfied or there is that bothers them and that we do not know it, when the surveys are sent so that they answer them in a virtual way they are ask what you really want to know but also always leave the option to add more comments if the client wants to write something apart from the questions of the survey, its good management of the platform makes me create the surveys fast and simple to also have answer as soon as possible and start to deduct each comment sent to us

What do you dislike?

The page is very simple I would like to customize it more to my liking as the change of color or add photo or logo of the company so that it looks more business and more professional and although the clients do not see it for my work if I would like them to add that option

What business problems are you solving with the product? What benefits have you realized?

It is known in satisfaction level of each client that accepts to answer the surveys and thus also measure the good performance that employees are performing when providing good services to the client in the same way it serves to create improvement plans if a complaint is repeated several times by customers

Nicereply review by Lilian H.
Lilian H.
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"Solution to know the opinions of the clients"

What do you like best?

The experience with the client has improved based on the comments and responses of the surveys sent to them and although not all the answers are positive, the negative ones are the ones that help the client's experience better and to take measures adequate to recover all those customers who were once dissatisfied with something that was not liked, you can hardly see the bad comment made by the customer is followed to know from the root what was the cause of the discomfort to fix and improve things and when that is the case we try to give you an incentive to trust us again and have the opportunity to buy again and this whole process is thanks to nicereply and its good functioning to be able to create customer satisfaction surveys

What do you dislike?

I do not see anything wrong with this platform its good service has served to improve sales and know the opinions of customers, is a platform that has not failed me or had configuration problems since the beginning has been easy and useful to work

What business problems are you solving with the product? What benefits have you realized?

It has improved the good sales and the good treatment of the customers to know them to satisfy and improve the mistakes that are made with the products or to know those employees who do not comply with their good service and who think that if they do their work badly we will not go to find out why we did not have to listen to the client but this change and the client is worth more

Nicereply review by James G.
James G.
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"Identify loyal customers"

What do you like best?

I identify the opportunities to improve the experiences that the clients have by the testimonies that are collected in the surveys that are created easily and to be able to have an analysis of the answers to execute improvement plans where one can see the highest index of dislike of the clients

Making customers not only buy once and buy again is the goal through Nicereply surveys to make the customer happy with the purchase and be a frequent customer to know your opinion of the experience of buying and the products you purchased.

What do you dislike?

Everything seems correct with good functioning of the system but if there is something to say that I do not like it is that not all notifications reach the email sometimes I'm afraid to find out about things that happen but it's something very minimal that I do not see much relevance that affect work

What business problems are you solving with the product? What benefits have you realized?

You can analyze the experiences that each client has to take advantage of each comment and be able to get closer to the clients from the point of view they have about the company, everything has a good process that aims to have all the experiences in a positive way in each client

Nicereply review by Connor C.
Connor C.
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"Real surveys"

What do you like best?

With the three types of surveys that Nicereply offers in its survey platform, I can interact with clients to better understand their needs and what they think about the quality and service of the products they bought in the company.

they handle some prices that, in my opinion, are very good and there are a variety of prices in the plans, something that, if not enough for the most expensive, because one buys the cheapest one knowing that all are very good with different characteristics but everyone benefits from sending safe and interesting surveys so that customers respond and they can know the quality that the company is executing in front of the clients who are the ones who value the opinion the most.

What do you dislike?

The reference system does not work correctly because I have passed my referral link to two of my colleagues and they have not given me my coupon or not if I am doing something wrong in the process to not accredit

What business problems are you solving with the product? What benefits have you realized?

We have the opinion of customers to improve every day and provide customers with excellent quality both in the quality of the materials of the products and in the quality of the service offered by the company

The real statistics of the opinions that the clients realize realize how well or badly the company is so that the clients want to continue buying.

Nicereply review by Austin T.
Austin T.
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"Easy to understand"

What do you like best?

When the customers make the purchase and have a bad experience they will probably not buy our products again and the customers will be lost without being able to know what they did not like but with nicereply this does not happen now because the satisfaction surveys that we send to the customers give us your opinion help us know if the shopping experience was what I expected or what it was that I dislike to have a follow-up of this experience and not lose the client and give us another opportunity to satisfy the bad experience

with the good comments that make us through the surveys we can take it to our advantage to make better strategies with what the clients like the most

What do you dislike?

The support response times are long, causing me not to be able to solve my doubt in quick time and having to wait for something that I do not like because it makes me lose time to be looking if they already answered my question or I have to keep waiting

What business problems are you solving with the product? What benefits have you realized?

Helps the company to have a clearer vision of the opinion of the clients and know if we are working well or we are making mistakes which we do not know, it serves to be more connected with the clients to listen to what they write to us and to have a follow up if he had a bad experience

Nicereply review by Ian R.
Ian R.
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"Quality comments"

What do you like best?

Customers can express themselves about the satisfaction of the products and the service provided to them from the first purchase made to ensure that they will continue to buy because it seemed good and have control over how many comments there are good and bad with personalized questions and additional

When a dissatisfied customer comments what he does not like he attracts several risks such as losing the client and allowing other customers to see the bad comments and let themselves be guided by the bad influence that can cause that is why they need to act quickly having a follow up of the client unsatisfied to recover it and examine well the case of dissatisfaction and with nicereply it gives me the necessary tools to follow all these comments

What do you dislike?

I have noticed that a client can qualify us several times, I mean that if a dissatisfied customer wants to write to us several times his bad comment is going to be able to cause a bad reputation to the company as if they were several dissatisfied customers in reality it is just one

What business problems are you solving with the product? What benefits have you realized?

If the clients let us know their experiences of purchase and service, they can have a basic control of how the stores are operating and if the employees they serve are doing the right job.

not only serves to know the experiences of customers, but also that of employees because through customer comments we realize the service of employees

Nicereply review by Jonathan H.
Jonathan H.
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"Opinions"

What do you like best?

With nicereply I can measure the satisfaction of the client to improve the quality and the service that is provided in each restaurant that we have because it is very difficult to know if the attention that is being provided in each restaurant is appropriate and the employees are doing the job well.

they ask specific questions to know specific answers or add additional questions to those that are initially and with CSAT, CES and NPS are three different ways that the client responds and is more pleased to respond easily and differently

What do you dislike?

a mobile app would be great to have to work from other sites where it is more comfortable with the cell phone and not with the computer

What business problems are you solving with the product? What benefits have you realized?

It helps to know if both the customers are satisfied with the service or through the comments that they also know if the employees are doing a good service to improve the quality and thus raise sales and other customers are encouraged to go to our restaurants that let yourself be guided by the good comments

Nicereply review by Donald H.
Donald H.
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"Nicereply to do surveys"

What do you like best?

I can have a general and quick overview of the performance of the ratings given by the clients in the surveys and be able to classify the strengths and weaknesses with the detailed statistics that I throw

I can know the opinion of the clients just fill the survey I do not have to wait for hours to know the results and read them

I can not only know the comments and suggestions of the clients if I can not also see who is the best team and who does the things well with the classification scores

What do you dislike?

The prices that are handled in this platform are very high to be able to receive artas qualifications that are the important thing, so it pays all the complete year of a time it seems to me that it comes out quite expensive

What business problems are you solving with the product? What benefits have you realized?

I feel that since I am using nicereply the comments have improved because with the previous bad comments that they made improvements have been taken and it has been noticed that if it has served thanks to nicereply

Nicereply review by Lucas A.
Lucas A.
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"Different option to be evaluated"

What do you like best?

With this platform I have the ability to see the comments made by customers

In addition to knowing the opinions of customers can also know if they had any bad experience with an employee who has displeased

It is easy to learn how to use this platform is very basic your design to start creating surveys

What do you dislike?

There is no option to pay via paypal is a pity because I personally use a lot of paypal and if they accept this means of payment it would be easier for me than paying with a credit card

What business problems are you solving with the product? What benefits have you realized?

There is a more detailed knowledge if employees are performing a function at work in a good way or are making mistakes that make customers are not satisfied with the company because of them, which is why plans are made to recover those customers so that re-trust the company

Nicereply review by Micah B.
Micah B.
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"bad and good opinions"

What do you like best?

know the real comments of satisfaction or anger of the clients makes a statistic of the experience that the clients have with the purchased products

helps improve the experience that customers have for the comments they make, we see them and we take care of correcting errors thanks to what they tell us

It is very useful to have the statistics of how the service works or if the employees work correctly in the workplace because I can not be on the lookout for all the employees in case they do something bad that I do not realize, but through from the evaluations we do with Nicereply, I can discover many things that I do not realize

What do you dislike?

When I requested a call to give me a better advice of the platform they did not call me at the agreed time I had to wait until they finally called me, I did not like this because I had more things to do and they made me lose time

What business problems are you solving with the product? What benefits have you realized?

you learn to listen more to customers and see the suggestions or comments of anger that I do, I read both the good and bad comments but I like to know what customers think to improve attention and products

Nicereply review by Zoe H.
Zoe H.
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"collection of opinions"

What do you like best?

I wanted to know the opinion of the clients and the free trial was the one that encouraged me to start using nicereply services because I could see how it worked and how it was the results obtained by this platform since I did not want to start paying for something I did not know If I was going to serve to like or learn to use but this platform is simple to create surveys and learn how to use it in addition to the prices offered that was also what encouraged me to use it, they are really low cost prices and more if you pay an annual plan that offer discount

What do you dislike?

It is mandatory the integration with other app to continue with the process of sending the surveys something that I think would not have to affect the shipment because it should have the option of not continuing without integration

What business problems are you solving with the product? What benefits have you realized?

It benefits the company to know the good or bad opinions that customers have, helps the relationship with customers who know that they are very important to us and we like to know what they think about the products we offer to know if there is anything to get better

with the qualifications obtained in this platform you know exactly the statistics that we have good percentage and what is the bad one to know if you are doing things right or wrong

Nicereply review by Loren S.
Loren S.
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"understand the customers"

What do you like best?

by means of Nicereply I can understand the clients and know the satisfaction they have towards the company with the classification tables I can identify the weaknesses, strengths and performance that they have in the work team

As soon as the clients finish filling out the survey I can see the qualification they gave

I can respond to the bad grades they write so that customers feel they are important and we are listening to them and know well what was the reason for giving a bad rating and rewarding the client

What do you dislike?

Nicereply does not do anything bad everything on the platform is very good and reliable, it is a very complete service that helps a lot in the creation of the surveys and in knowing the opinion of the clients

What business problems are you solving with the product? What benefits have you realized?

The best option to know the satisfaction of the clients is by the surveys that respond, with these surveys it is known that it is doing well and that it is doing badly or if they have suggestions to be able to apply and that each day is better the clients

Nicereply review by Larry G.
Larry G.
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"Reviews with nicereply"

What do you like best?

With Nicereply the objective is to have customers answer the surveys we send them to know the ratings if they are good or bad

the comments received recognize the good work that is done daily and the bad comments make it work more to improve

Prices are good you save money by paying the annual plan

helps increase commitment to customers and create a lasting impression

Surveys are easy to create besides having many types of surveys to be different and have a greater interest in answering

What do you dislike?

At the beginning of the initial configuration I did not know how to configure certain things so I was going to schedule a call to get support by phone but when I tried to do it there was no datebook nearby I had to wait two days to receive the call and be able to finish configure well Nicereply

What business problems are you solving with the product? What benefits have you realized?

allows us to see the mistakes that can be made or what we are doing wrong and serves to improve each day more and fight because customers feel satisfied with the service and the product they acquire

Nicereply review by Andrew B.
Andrew B.
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"Ratings"

What do you like best?

When surveys are done to customers and we find a negative assessment, a communication process is done with that client to know well what was his displeasure and take the appropriate measures to recover that client again

The customer comes first and through these satisfaction surveys we realize if our customer service team or salespeople are doing their job well to keep the customer happy as it should be

The questions I ask by means of nicereply are personalized I always create a survey with a different design thanks to the coverage of templates that I have and so ask as many questions as I want so that they understand the question well

What do you dislike?

When you start the registration with Nicereply, you will need more information on how to handle the page, even if it is a small intro to know the step by step operation that you should have for the indicated operation without omitting important steps

What business problems are you solving with the product? What benefits have you realized?

You can have a clearer view of the opinions of customers knowing what they think and how they see the company to continue buying or if something they dislike you no longer like, all these evaluations help us to be more aware of the sellers and of the clients to improve the possible faults that may be occurring

Nicereply review by Owen L.
Owen L.
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"compilation of comments"

What do you like best?

Has a facility to learn how to use the platform correctly

the methods of distribution are good and effective

I can know the highest or lowest scores of the satisfaction of each client

The three metrics to create the surveys are good but I like more with CSAT

The referral system makes more people enter

Integration with other systems makes it faster to import users

What do you dislike?

This platform is quite good to know the satisfaction of each client towards the company I do not see anything bad to this platform is a complete platform I like to use it to have total control of what is doing wrong and some customer dislike something

Recommendations to others considering the product

This platform I recommend to all companies that want to know the opinions of customers in an easy, fast and effective way

What business problems are you solving with the product? What benefits have you realized?

It is full of great benefits besides that it is very easy to use the platform

is an intermediary between customers and the services we provide to know the opinion of customers and know what they like and dislike

Nicereply review by Ronald B.
Ronald B.
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"Quality surveys and correctly"

What do you like best?

Ask clients in a correct and adequate way by means of a personalized and easy-to-solve survey with just a click of how they see the service, the products, the facilities, the prices, the quality, all in the same survey to obtain ratings with each evaluation made by customers

What do you dislike?

It would be great if I had an app to download it on my cell phone and since there is power to interact on the platform in the same way that I do on the computer, it's a shame not to have it in the app version would be very useful for me when I do not have a computer nearby

Recommendations to others considering the product

I can recommend it because I have been using it for a long time and I thought it was a good platform to conduct customer surveys quickly and easily.

What business problems are you solving with the product? What benefits have you realized?

Clients are the ones that make growing or decreasing sales is therefore good to know what they think if there is something that they do not like to solve and return to our facilities and know that for the company is very important opinion and presence of them

Nicereply review by Larry C.
Larry C.
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"Satisfaction or dissatisfaction in a single survey"

What do you like best?

is a simple platform to use you do not have to have courses or be a great engineer to know how to use it is just a matter of taking a time to read and learn what each barrier that is on the platform serves, it is an easy way to know the evaluations Customers sometimes do not say bad things personally but by this means if they can say if they like or dislike them to know their comments well they are critical help and are welcome to read them, we are not a perfect company and we know that we have mistakes and nothing more better than customers who tell us what we have to improve

What do you dislike?

When they make comments of displeasure I would like to be able to respond directly to the person who wrote it to give him a solution or to tell me more of his dislike towards us and thus have a better contact

What business problems are you solving with the product? What benefits have you realized?

go that if it has been useful and brings benefits of being able to know the evaluations that they do I can know how the clients see the company if it is quite good as I think it is or if it has some flaw that does not know through Nicereply I find out everything

Nicereply review by Max K.
Max K.
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"serves to know what customers think about the company"

What do you like best?

I like to read the evaluations that they do to us it is quite interesting to see the good and bad things that they tell us about how they like the service and the teaching that we give, the good comments serve to make people realize the quality of teaching that we give by means of teachers and bad comments serves to improve what needs to be improved as a company so as not to make mistakes or what they say they do not like

What do you dislike?

The referred friend system did not give me the bonus they say they give a coupon of $100 Amazon, a friend I buy nicereply for your small business and I never got the bonus, I communicated with support and they told me that I had not bought with my referral link my friend assured me that yes but no way I did not have proof to prove it then I ran out of my coupon

What business problems are you solving with the product? What benefits have you realized?

I have noticed many errors that were made thanks to the evaluations that they make, it has helped me to correct and solve them and the evaluations are getting better than bad

Nicereply review by Steven M.
Steven M.
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"Surveys that let you know what customers think"

What do you like best?

very good work tool that allows to obtain in real time the opinions of the clients through a survey carried out in order to know the classification of satisfaction or bad that they have on the company, this allows to obtain a report and some accounts if the clients are really willing to continue with us or there is something that bothers them that could cause them to withdraw from our services

What do you dislike?

It does not have a friend referral system, it hurts because it could refer friends and thus help with the payment of the monthly payment of the service that is paid by Nicereply and it would be more economical. It would be good if they removed that referral system with that I would invite friends to join to this great platform

Recommendations to others considering the product

I recommend it to conduct surveys and know customer satisfaction

What business problems are you solving with the product? What benefits have you realized?

Having knowledge of the good or bad opinions of the clients helps to improve what they think is bad, to please the clients they improve what they do not like and be more recognized as a stable company and that offers its services well

Nicereply review by Norman H.
Norman H.
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"Customer satisfaction online"

What do you like best?

Knowing customer satisfaction is primary for our company, that is why we decided to use Nicereply's services, a secure and well-designed platform to create satisfaction surveys for clients and the company to be able to be closer to them through these surveys. who think and if they like our work or who have to say bad to improve it and correct what they do not like. The evaluations that make us serve a lot I like to read them whether they are good or bad

What do you dislike?

The application is very complex to learn how to use with several tutorials and chat with the page I managed to solve many doubts and learn to use it well but at first I get a lot of headaches learn to use all because I wanted to learn to use it all and not just a piece or the most important thing I was going to use

What business problems are you solving with the product? What benefits have you realized?

It is good to know what customers say about the company where you can qualify if we do good or bad work if we are failing in something to try to solve it, with Nicereply we have realized that we are not as perfect as we once thought and thanks to evaluations what they do to us we can fix what we need to improve

Nicereply review by Gilb T.
Gilb T.
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"With the evaluations they give us, we can know our level of quality"

What do you like best?

It is very important to know the satisfaction of the clients in each trip they do if everything went well or had some inconvenience, it is good to know to correct those errors that is why with Nicereply you can know the satisfaction of each one, I love reading the evaluations that make us with that we can know that we are doing well and that we are doing wrong or what there is to improve.

What do you dislike?

although the platform is easy to use at the beginning it cost me a lot of time to know how to handle it very well and there were tutorials but not very specific that did not teach well how all the menus worked, I learned to handle it very well but for all the time I invested it because I really thought it important to know how to drive for work, it was very necessary.

What business problems are you solving with the product? What benefits have you realized?

It helps to know in what level of quality we are if we are providing a good or bad service, or also if our work platform is good all those things we can know through Nicereply that helps us improve to provide a good service with quality to the customers to contact us again.

Nicereply review by Simon D.
Simon D.
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"CRM at the finest"

What do you like best?

For me it is a pretty easy way to measure your customer service experience, you can rate yourself and your teamates and your whole company, but also it is a pretty creative way to make your customers conscious you care about them and ask them to participate in your company growth

What do you dislike?

It looks pretty, but sometimes using the coloful buttons does not allow us to use them for all mail servers. I mean, we include them, we use them, but customers for some reason do not sees them, maybe not compatible with all mail servers or mobile mail apps.

Recommendations to others considering the product

Easy, complete.. it is simple but complex at the same time, I mean, features are not complicated to understand, but benefits are many!

What business problems are you solving with the product? What benefits have you realized?

most of them are day to day comunications with customers, we have a bunch of people interacting with our customers on daily basis, we are commited to best service possible, and they way they feel us, is the way we actually make money.

Nicereply review by Cathlin H.
Cathlin H.
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"Provides Tangible Proof of Great Work to my team"

What do you like best?

I LOVE getting feedback from our customers. 90% of the time it's all positive feedback, which our admins/CEO will share with the rest of the support team. Seeing our customers' positive feedback of our colleagues and recognizing good work really helps morale in the office. We've even turned NiceReplies into a game, where you win incentives if you have the most responses in a month, etc. It keeps our team aligned and engaged. Additionally, as I begin to look at new chapters in my career, I can use direct quotes from clients as references to my work ethic and experience in support. In short, NiceReply shows tangible results for all of your hard work, which is really encouraging.

What do you dislike?

There isn't a single thing that I dislike about this platform.

What business problems are you solving with the product? What benefits have you realized?

- Stay in touch with our customers in real time

- Win incentives and prizes for positive feedback from our customers

- Directly show management the results and quality of our good work

Nicereply review by Zach S.
Zach S.
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"NiceReply: Immediate Review Responses Made Easy"

What do you like best?

Nicereply allows our customer service team to keep track of immediate responses to our email coverage and customer support. Customers have the option of providing a 1-10 rating and an open field response on every email sent through our support desk.

What do you dislike?

Nicereply is very good at what it does and does nothing else. The entire program is designed to work entirely within an email support program. It is the right price for such a solution but doesn't integrate with additional rating systems or additional customer contact methods.

Recommendations to others considering the product

Nicereply is limited in its scope, but performs to expectations if they are realistic and well informed.

What business problems are you solving with the product? What benefits have you realized?

Nicereply allows our management and agents to keep a close eye on how their responses are received by our customers. A rating of a 1 provides our team an opportunity to follow up immediately. Stores/Domains and agents are rating corporately and individually allowing for specific coaching if necessary.

Nicereply review by Dan C.
Dan C.
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"Measure Customer Satisfaction More Effectively with NiceReply!"

What do you like best?

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.

What do you dislike?

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

Recommendations to others considering the product

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.

What business problems are you solving with the product? What benefits have you realized?

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.

Nicereply review by Jessica C.
Jessica C.
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"It's good to know I'm doing my job!"

What do you like best?

I like knowing that i'm doing my job, so having Nicereply helps because if a customer gives me a low rating, I did not do my job to the best of my ability. It's good to know what I did or didn't do wrong, and the good part is I still can redeem myself, turning a low rating to a high one, and learning from my mistakes. I look forward to using Nicereply for a very long time!

What do you dislike?

I did find one thing I disliked, and it could've been a glitch. I noticed that our customers could rate us multiple times, so whenever we have an irate customer, they will consecutively give us low ratings which I think is kind of unfair. Hoping it is a glitch; my opinion is they should only be able to rate once so that it's fair and for more accurate rating percentages.

What business problems are you solving with the product? What benefits have you realized?

Quality assurance. Nicereply helps from ratings we receive from customers we've helped; the lower the rating, the more we need to improve on the quality of service we provide our customers. The higher the ratings, the more we know we are providing our customer with the best quality service as possible. The benefit is knowing we are doing our job to the best of our ability!

Nicereply review by Aubrey L.
Aubrey L.
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"Great addition to our team!"

What do you like best?

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.

What do you dislike?

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.

Recommendations to others considering the product

Great application, 10/10 would recommend!

What business problems are you solving with the product? What benefits have you realized?

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.

Nicereply review by Casey H.
Casey H.
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"Easy insights for CSAT"

What do you like best?

I like that we can automatically send out emails for Customer Satisfaction and instantly see the feedback we've received. SInce we use it for CSAT it's a lot of great qualitative information and can give us insights as to what our customers love and dislike about us.

What do you dislike?

It would be great if we could get better integrations with it. It's possible that we're not taking full advantage of it but it would be cool to be able to link CSAT replies from NiceReply to Zendesk/Salesforce accounts. A lot of the replies come in without being linked to the account which is unfortunate because if I want to respond to a feedback comment, I don't know who it's coming from.

Recommendations to others considering the product

I really like their Customer Service blog as well--I read every email they send and it's great content.

What business problems are you solving with the product? What benefits have you realized?

We previously didn't have a way to track our customer satisfaction for our account managers. We did track our CSAT for support via the capabilities in Zendesk but we used NiceReply to get feedback for the Account Managers and training specialists. We have been able to get some qualitative feedback to help us do a better job ensuring our clients are happy and reducing churn.

Nicereply review by Kerlys C.
Kerlys C.
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"The best way to evaluate your services."

What do you like best?

Nicereply allows us to distribute the surveys and set up in an effective way to obtain real results and to serve us to know the reality of our brand. I like that you can customize the surveys to our needs and we can also add additional questions for a better result. and the best part is that we can obtain results both from the surveys and from the comments generated during the different interactions of the users. Another thing that I like is that Nicereply has a variety of indicators to measure both the satisfaction of the customers and the punctuation of the client's effort and one point in favor is that you do not have to wait because the reports are in REAL TIME something truly wonderful.

What do you dislike?

What I currently do is nothing that I do not like, but I would like to add some functions, such as being able to customize the user interface when people fill in the surveys so that they have the colors and the logo of the company since that would give a little more professionalism to our survey. If they placed it in a premium service, I would pay it.

Recommendations to others considering the product

Nicereply is the best ally of any project. we all need to know with objectivity how we are doing our work to know which areas we should fortify and nicereply comply with all these characteristics and that is why I recommend it.

What business problems are you solving with the product? What benefits have you realized?

The surveys carried out are to know the indicators of our brand and to know with precession where the opportunities for improvement are. The reports and indicators that Nicereply presents come without a margin of error. It is a powerful tool.

Nicereply review by Clay K.
Clay K.
Validated Reviewer
Verified Current User
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"Nicereply"

What do you like best?

Nicereply has been extremely helpful in regards to gathering customer's feedback. We have received very insightful information that has already helped our company grow in the customer service department. I recommend Nicereply to any company looking to grow in customer service. It's extremely easy to customize surveys and the real-time customer feedback has been a huge help.

What do you dislike?

We have been using Nicereply for roughly three months and I haven't found anything that I would consider a negative. It's extremely easy to use and very easy to implement. I recommend for all companies looking to better their overall customer service levels.

Recommendations to others considering the product

Absolutely!

What business problems are you solving with the product? What benefits have you realized?

Nicereply has been extremely helpful in regards to gathering customer's feedback. We have received very insightful information that has already helped our company grow in the customer service department. I recommend Nicereply to any company looking to grow in customer service.

Nicereply review by Winter G.
Winter G.
Validated Reviewer
Review Source
content

"Customer ratings"

What do you like best?

It is discovered the satisfaction that each client has about the service and the quality of the products that they bought, with the three types of surveys CSAT, CES, NPS offered by the platform you can create the surveys very easily with the specific questions you want ask and with tables of classification and statistics that allows me to have a detailed report of the good, regular and bad grades about the comments that respond and that make it known how is the company for the clients and if the statistics show more bad grades there are keep track of all customers who had a negative response to attract them back to the purchase of company products

What do you dislike?

In the means of payment that accept does not have the option to pay for paypal is a pity because I use a lot of paypal and I would be better to pay by this means and not with credit cards, I hope that someday implement this payment option to be a more complete service

What business problems are you solving with the product? What benefits have you realized?

Surveys help to know more about what customers think about all the services and quality of products they buy to learn from them and correct errors that are being committed, often the qualifications that customers give us help us to know what problems there are within the company that had not been noticed

Nicereply review by User
User
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"It is an outstanding and simple tool"

What do you like best?

Nicereply is key to getting feedback from our customers. The implementation is fast and allows integrations with third-party software such as Freshdesk.

The application provides a user-friendly interface. It contains survey templates to evaluate various KPIs -such as CSAT and NPS-, which can be customized without using code and can be embedded seamlessly into the email templates.

I can not help, but I think the biggest strength of the software is the statistics board. It has filtering functions that facilitate the view of charts and ratings with details. It also has a section where you can view the ratings and comments made by customers.

What do you dislike?

It is outstanding and effective, I cannot think of anything that I dislike about Nicereply.

Recommendations to others considering the product

I recommend it, not only for its good cost-quality ratio, but also because Nicereply contains the necessary elements to collect real and organic feedback in a short time. Seamlessly meets the needs of marketing departments and sales.

What business problems are you solving with the product? What benefits have you realized?

Simplifies the collection of feedback. It provides key features to reduce the process of creation and data collection. In addition, Nicereply provides graphs and reports with metrics that are vital for marketing, sales and customer service project planning. It helps us grow and improve.

Nicereply review by Noah R.
Noah R.
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Verified Current User
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"A Medium For Better Business "

What do you like best?

Nicereply inclines the user to develop better socials skills and build upon existing client's relationships. Focusing on the aspects of how people react to what we say and do, allows up to improve upon the services we provide. I would highly recommend using Nicereply to better rate and review your employees or Business results.

What do you dislike?

The service has yet to provide any features or aspects that I dislike or that I felt were not up to par. The features are neither non intrusive or lacking in any form or fashion.

Recommendations to others considering the product

Nicereply should be a business and company standard for any considering this product. I highly recommend implementing this product into whatever system you have available.

What business problems are you solving with the product? What benefits have you realized?

We use Nicereply to see how well we performed our services in a ticket based system, with our affiliated business partners and employees.

Nicereply review by User
User
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content

"Smart and modern surveys"

What do you like best?

It is a well-structured and intuitive software. It allows you to select the type of survey that you want to elaborate and contains a variety of attractive templates with accurate and easy-to-understand questions for the user. Collecting information is also simple since it has features for multi-channel collection.

Maybe the data analysis function is my favorite because it is easy to use and organizes the data efficiently.

What do you dislike?

It is not a complaint, but I would suggest incorporating more integrations with social customer service software, I believe it would increase its level of effectiveness.

Recommendations to others considering the product

I recommend this software because it is lightweight and intuitive, it's fantastic.

What business problems are you solving with the product? What benefits have you realized?

I really like NiceReply because it provides an effective way to evaluate the customer experience. The data analysis function has been particularly beneficial to us because it provides us with valuable metrics that allow us to know the degree of satisfaction of our customers regarding the services we provide.

Nicereply review by clinton l.
clinton l.
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""With the assessments they give us, we can know our dimension of value""

What do you like best?

It is essential to know the fulfillment of the customers in each excursion they do if everything went well or had some burden, it is great to know to address those blunders that is the reason with Nicereply you can know the fulfillment of every one, I adore perusing the assessments that influence us with that we to can realize that we are progressing admirably and that we are fouling up or what there is to improve.Nicereply permits our client administration group to monitor quick reactions to our email inclusion and client support. Clients have the choice of giving a 1-10 rating and an open field reaction on each email sent through our help work area.

What do you dislike?

Nicereply is extremely great at what it does and does nothing else. The whole program is intended to work altogether inside an email bolster program. It is the correct cost for such an answer however doesn't coordinate with extra evaluating frameworks or extra client contact techniques.

Recommendations to others considering the product

In case you're not happy with your ticketing framework's consumer loyalty estimation, out NiceReply an attempt. Mix with Zendesk was basic and simple to achieve. NiceReply additionally urges you to go past CSAT to consider an increasingly powerful estimation, for example, simplicity of doing business.Easy, complete.. it is straightforward however complex in the meantime, I mean, highlights are not convoluted to see, yet benefits are many!

What business problems are you solving with the product? What benefits have you realized?

Nicereply enables our administration and operators to watch out for how their reactions are gotten by our clients. A rating of a 1 gives our group a chance to catch up promptly. Stores/Domains and specialists are evaluating corporately and independently taking into account explicit training if necessary.most of them are everyday comunications with clients, we have a pack of individuals connecting with our clients on consistent schedule, we are commited to most ideal administration, and they way they feel us, is the manner in which we really profit.

Nicereply review by Michael J.
Michael J.
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"Great product to get quick reviews and stats on your customer support "

What do you like best?

I like the ease of use and how quickly I am able to connect NiceReply to our helpdesk for seamless feedback

What do you dislike?

There is a very small list of options for implementing CSAT/CES/and NPS and the embedded CSAT template doesn't work very well with Zendesk, although that could just be a limitation with Zendesk and not Nicereply itself. Still I would have liked to see deeper integration or more ways to implement the surveys. Email after ticket is resolved seemed to be the only one I get reliable feedback from which means I end up doing CES or CSAT but not both.

What business problems are you solving with the product? What benefits have you realized?

Trying to better measure customer support performance and how clients feel about our product.

Nicereply review by Chuck P.
Chuck P.
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Verified Current User
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"By far the best customer to support rating system"

What do you like best?

I work as an IT Help desk agent and touch base with a minimum of 30 tickets a day. Nice Reply gives us a perfect way to hear from each of our customers to ensure we are taking care of everyone with out loosing that personal touch.

What do you dislike?

Honestly there is really nothing I can think of. The app is very easy to use for both us here at the office and out clients who fill out the questionnaires.

Recommendations to others considering the product

Free trial was very useful and staff is very helpful

What business problems are you solving with the product? What benefits have you realized?

We can now see how our clients feel about each of our tickets as they are closed. We used Zendesk's rating system before and this system allows us to dive much deeper into the satisfaction of our Clients.

Nicereply review by Susan D.
Susan D.
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"Great for training representatives and ensuring quality"

What do you like best?

We use Nicereply to ensure quality in the responses that our support representatives give to our customers. And we start every employee with a stint in Support, so Nicereply is a way to ensure that our company culture is spread to all our newcomers. Having a dashboard with simple scores, and giving positive feedback on Slack for high scores, gets folks to shoot for exceptional service.

What do you dislike?

I don't use Nicereply in an advanced enough way or frequently enough to have hit its bad points.

What business problems are you solving with the product? What benefits have you realized?

We use Nicereply to ensure quality in the responses that our support representatives give to our customers. And we start every employee with a stint in Support, so Nicereply is a way to ensure that our company culture is spread to all our newcomers. Having a dashboard with simple scores, and giving positive feedback on Slack for high scores, gets folks to shoot for exceptional service.

Nicereply review by User
User
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content

"Great idea but customer do not use it correctly"

What do you like best?

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.

What do you dislike?

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 in effective.

Recommendations to others considering the product

It is a good base product for evaluating customer satisfaction.

What business problems are you solving with the product? What benefits have you realized?

It is a way to assess our Customer Support System. It allows our company another way to evaluate if our Customer Support team is doing a good job or if they need more training or support to do their jobs better.

Nicereply review by User in Computer Software
User in Computer Software
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"Great tool to collaborate between support, sales, and success"

What do you like best?

Nice Reply has a really intuitive interface that makes it easy for the customer I'm speaking with to start the feedback process. What I appreciate most is the tight integration with Front (frontapp.com) that automates, streamlines, and hastens the way our teams internally manage feedback. If someone submits feedback, Nicereply inserts it as an internal comment on the email thread where feedback was given, so there's context there now and down the line when we want to track history with a certain customer.

What do you dislike?

Being able to rate the same conversation multiple times can be confusing for a transactional business with short communication with customers, especially when it comes to tracking analtics on individual performance if multiple reps touched that same thread. If communication is long-term with customers, that same feature makes sense because multiple different topics could be discussed over many months.

What business problems are you solving with the product? What benefits have you realized?

As a salesperson, nIcereply is amazing insight into how our customers are engaging with the product and the different departments at my job, especially within support requests. If I'm thinking of reaching out to a customer, I have end-user feedback that helps me tailor my approach.

Nicereply review by Consultant
Consultant
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"Excellent and easy app that helps you to improve your customer service at all levels"

What do you like best?

It helps a lot in order to solve problems and understand our customer needs (Customers usually reply instantly to bad experiences so we can react sooner than usual). It helps company at all levels to react in a good way when having problems.

What do you dislike?

Sometimes people press a bad face by mistake so it would be better if it has a message saying that are you sure that you want bla bla bla ..It is a easy app but sometimes people don't understand how it works.

Recommendations to others considering the product

Good app, easy to use & instant information regarding customer service. I'd recommend this app to everyone who need to measure its customer level service in order to take advantage of its disadvantages.

What business problems are you solving with the product? What benefits have you realized?

Improving our customer service at all levels & knowing what our customer feel, like & dislike about our services. Love this app and will use it for a very long time, prices are ok and benefits are great so we like to be working with NiceReply as an alternative to keep having a good relationship with our customers.

Nicereply review by Administrator in Entertainment
Administrator in Entertainment
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"Nicereply is user friendly!"

What do you like best?

I like the layout the best. It is clean, simple, and easy to use. It is also integrated with Zendesk so you can easily jump to the ticket with a simple click!

What do you dislike?

At this time there is really nothing more I would change.

Recommendations to others considering the product

At the very least try it out! It is important to remember that low scores are worth looking into to determine if a customer was unhappy or the agent did something wrong to provoke the customer to turn more upset. There is a nice feature which emails you when low scores come in so you can review them. Nicereply makes it simple and easy!

What business problems are you solving with the product? What benefits have you realized?

Gathering customer feedback. As sometimes you will get two different kinds of feedback - 1 in a Zendesk ticket and 1 in a Nicereply so it is valuable to compare the two. This way we are able to see what our members are saying as we don't always get the same feedback on our Facebook page and community forums. We can gather real suggestions for improvements

Nicereply review by User
User
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Verified Current User
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content

"Great for metrics"

What do you like best?

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.

What do you dislike?

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.

What business problems are you solving with the product? What benefits have you realized?

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.

Nicereply review by Administrator in Real Estate
Administrator in Real Estate
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Verified Current User
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"Simple and Easy"

What do you like best?

Nicereply not only gives us real insight into how our customers feel about the service they receive but we also have a greater understanding of how effective each member of our team is. The dashboard is easy to read and the overall user experience is intuitive. The best part for us is automatically sending surveys to text and email tickets.

What do you dislike?

It could be more robust. It takes the work out of sending emails manually but it doesn't survey phone calls and the integration with ZenDesk could be better. We still have to log into both ZenDesk and NiceReply. It would be great if Nicereply was housed within ZenDesk.

Recommendations to others considering the product

Definitely a great way to survey your customers. Nicereply also has great customer support.

What business problems are you solving with the product? What benefits have you realized?

Customer service is the root of our business. It's imperative that we have a finger on the pulse of what our customers need and want and whether or not we are effective at helping them solve problems. The scores hold our team members to a high standard and asking for feedback helps our customers know that we truly care about the service we provide.

Nicereply review by Administrator
Administrator
Validated Reviewer
Verified Current User
Review Source
content

"The Nicest Replies"

What do you like best?

The option to add multiple questions so customers/users have the ability to rate our product separate from our support team! These questions are also customizable so you can use different scales which is also fantastic!

What do you dislike?

The fact that users can rate the same ticket multiple times. We tend to solve our tickets every time (we don't always think that a user will have follow up questions for us) and when we do this, the user/customer receives another rating request each time. This is particularly annoying when a user is quite upset about something that cannot be helped by our team/company in general. Multiple ratings for an agent that doesn't get that many ratings to begin with, can murder their score for the week and can be upsetting for them! Please fix this or advised how to fix.

What business problems are you solving with the product? What benefits have you realized?

We're solving issues where we were unable to accurately gauge the user/customer satisfaction of our product aside from our support team!

Kate from G2

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