# Nicereply Reviews **Vendor:** Nice Reply s.r.o. **Category:** [Enterprise Feedback Management Software](https://www.g2.com/categories/enterprise-feedback-management) **Average Rating:** 4.5/5.0 **Total Reviews:** 431 ## About Nicereply Don't miss out on opportunities to grow and improve by collecting immediate feedback. Use simple one-click CSAT, CES & NPS surveys from Nicereply to increase the volume of insights you receive. Set up once, collect forever. Nicereply helps hundreds of teams at companies like Microsoft, Lenovo, Hubspot, and Buffer to measure and improve the quality of their customer experience. - Measure Customer Satisfaction (CSAT), Net Promoter Score (NPS), and Customer Effort Score (CES) per agent, team, country, product line or company-wide - Use Post-resolution email surveys to survey your customers automatically after you resolve a ticket, conversation, chat, deal, etc. Once set, you don’t have to do a thing. - Use In-signature surveys to ask customers for feedback at the bottom of every email. Act quickly to turn a conversation around, when it starts to derail. - Use survey link URLs & turn any customer touchpoint into an opportunity to gather feedback about the brand and customer experience. - Get real-time feedback on your website's user experience. Nicereply's website pop-up surveys can help you convert more customers by improving your website & software's usability - Increase your survey response rates by 200% by combining in-signature surveys and post-resolution email surveys without sending more emails. - Integrate Nicereply with your CRM system. Nicereply integrates with all the popular solutions like Zendesk, Front, LiveAgent, Freshdesk, Pipedrive, Helpscout, and more. - See your data in your CRM software and set automation based on the scores & feedback. - Fully customize your surveys in terms of branding, visuals, survey questions, rating scales, and metrics. - See all your CSAT, CES, and NPS data in a clean, easy-to-navigate dashboard. - Recognize your best agents with leaderboards and drill-downs stats per team and agent. - Stay on top of customer experience with regular reports and notifications delivered directly to an email inbox, or slack / MS teams channel. - Measure the performance of your automated emails. You can see how many automated surveys were sent, opened, and answered. - There are no complicated plan tiers or gating. You can use any integration with any Nicereply plan. ## Nicereply Reviews ### 1. NiceReply is a great tool! **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Accounting | Mid-Market (51-1000 emp.) **Reviewed Date:** May 27, 2024 **What do you like best about Nicereply?** NiceReply allows me to view how customers view interactions with our reps as well as shows improvement opportunities as soon as the review comes in **What do you dislike about Nicereply?** Reps being rated lowly due to issues with service or features **What problems is Nicereply solving and how is that benefiting you?** Nice reply benefits me because I do quality checks and this allows me to pull tickets for easy feedback to reps ### 2. Dependable Data **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** May 29, 2024 **What do you like best about Nicereply?** Nicereply offers valuable insights and generates dependable data, enabling you to identify and improve your service efficiently. The feature is easy to use. **What do you dislike about Nicereply?** The application operates seamlessly and I can't think any downside. **What problems is Nicereply solving and how is that benefiting you?** By using Nicereply, we gain visibility into customer satisfaction levels, allowing us to assess trends and pinpoint areas that require improvement. ### 3. NiceReply is easy to use and effective **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** May 23, 2024 **What do you like best about Nicereply?** Easy implementation and easy to understand reports. They are quick to reply to support questions. **What do you dislike about Nicereply?** I am missing more advanced dynamic options, I would like to be able to ask follow-up questions based on a rating. **What problems is Nicereply solving and how is that benefiting you?** Getting insights on user feedback and satisfaction ### 4. Seems easy to use and set-up. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Accounting | Mid-Market (51-1000 emp.) **Reviewed Date:** May 28, 2024 **What do you like best about Nicereply?** Ease of use without having to bog-down recipients with too many questions. **What do you dislike about Nicereply?** Nothing comes to mind. This field is required. **What problems is Nicereply solving and how is that benefiting you?** It's doing it's intended role; to take feedback from our clientelle in regards to our product and support systems. ### 5. Nice service **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Mid-Market (51-1000 emp.) **Reviewed Date:** May 23, 2024 **What do you like best about Nicereply?** I think nicereply is a great service offered towards customers. **What do you dislike about Nicereply?** Nothing really. I like nicereply, it's a great product. **What problems is Nicereply solving and how is that benefiting you?** It gives us great statistics regarding our NPS. ### 6. Great features but clunky **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** May 23, 2024 **What do you like best about Nicereply?** It provides important feedback that is easy to collect **What do you dislike about Nicereply?** The interfaces on the enterprise side are clunky **What problems is Nicereply solving and how is that benefiting you?** Customer satifaction ### 7. Nice Reply is helpful but has a down side **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Photography | Small-Business (50 or fewer emp.) **Reviewed Date:** December 16, 2021 **What do you like best about Nicereply?** i like the different views and options to change the time frame. I also like that I can read positive comments which motivate me. As for the negative review I like that there is a link to the ticket. That way I can read the ticket and work on improving my performance **What do you dislike about Nicereply?** I don't like the way the CSAT is calculated. If I get a "one" on a day I don't work and have no other ratings it really brings down my csat a lot. I think it should be calculated differently. I would prefer an overall CSAT for the month and not a CSAT for each day where the average is calculated. **Recommendations to others considering Nicereply:** Yes, I can recommend it **What problems is Nicereply solving and how is that benefiting you?** I get very motivated when I read positive comments and feedbacks of our members. Just reading one nice comment goes a long way. It's good to be inspired through that. ### 8. Very helpful and motivational to know who reviewed your Support **Rating:** 5.0/5.0 stars **Reviewed by:** Kieran E. | Mid-Market (51-1000 emp.) **Reviewed Date:** April 27, 2023 **What do you like best about Nicereply?** Easy to use. Very informational. Works great. **What do you dislike about Nicereply?** Sometimes you cannot see all of your reviews in one place. **What problems is Nicereply solving and how is that benefiting you?** Its helping my business know who is performing well ### 9. NiceReply Review **Rating:** 5.0/5.0 stars **Reviewed by:** Nikolas O. | Sales Development Rep, Mid-Market (51-1000 emp.) **Reviewed Date:** June 30, 2022 **What do you like best about Nicereply?** 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. **What do you dislike about Nicereply?** 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. **Recommendations to others considering Nicereply:** 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. **What problems is Nicereply solving and how is that benefiting you?** 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. ### 10. So far, the best tool I've ever used! **Rating:** 5.0/5.0 stars **Reviewed by:** Jones L. | Support Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** June 21, 2022 **What do you like best about Nicereply?** This tool's integration with SalesForce is excellent. I can examine the particular scenario where a customer rated us with just one click and we also have the convenience of sharing the rating URLdirectlt with the customer. And I enjoy statics since it allows us to analyze and enhance our performance over time. **What do you dislike about Nicereply?** This is how I prefer to do things. There are two aspects about the new UI upgrade in Nice Reply that I don't like. 1. The "Rating Feed" has been updated to include "Page" sections for scrolling through previous ratings. We used to just scroll down and get the info, which was simple for me. 2. It would be great if we could save our Analytic preference so that we don't have to choose from the drop-down menu every time. I'm curious about your rating algorithm. Because when we get one bad review, the average rating scroll plummets, and it's difficult to reclaim even with a few excellent ratings:/ And I'd like to say it one more time. It's just sorting the list from the average rating when we view the entire ratting of all agents. Sorting the list by Average Rating and Total Number of Ratings would be more apt. Thanks **Recommendations to others considering Nicereply:** This is the best tool to track customer satisfaction. So anyone looks, I recommend this tool for sure. **What problems is Nicereply solving and how is that benefiting you?** Nice Reply assists us in maintaining a consistently high level of client satisfaction. The ranking aids each of our agents in improving their performance on a daily basis. Also, yay! This improved our total customer satisfaction rating. Gratitude to Nice Reply:) ### 11. Very useful tool **Rating:** 5.0/5.0 stars **Reviewed by:** Armando D. | Player Support Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** June 29, 2022 **What do you like best about Nicereply?** 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! **What do you dislike about Nicereply?** 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. **Recommendations to others considering Nicereply:** I really recommend using Nicereply because it's a very reliable and customizable tool to keep tracking the feedback received by the customers. **What problems is Nicereply solving and how is that benefiting you?** 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. ### 12. Great and Helpful **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Insurance | Mid-Market (51-1000 emp.) **Reviewed Date:** June 21, 2022 **What do you like best about Nicereply?** It helps you make better decisions and helps you become a more professional and great customer service. I like that it shows what ticket it was for and what you helped them with as well as there's an option where the agent can send you a comment. **What do you dislike about Nicereply?** I wish it'd show what ticket I've worked on without having to click on the ticket and open a new tab to actually see what was worked on. I would also want to see more comments from the agent saying what I did good and what I haven't done perfectly. **Recommendations to others considering Nicereply:** Sometimes agents rate depending on their overall experience with the situation. Sometimes they don't base it on you personally, so the ratings sometimes are not personal and are general and I wish there was an option for rating that specific person and the overall situation that way it doesn't look like you're being rated so low even though you did the best you can in this situation. **What problems is Nicereply solving and how is that benefiting you?** It is solving a lot. It shows how much I did, it grades me pretty much. It rates how I do on each ticket whenever an agent submits for a review. It is a great way to see how you're progressing. ### 13. Great tool to capture customer sentiment and feedback **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** June 21, 2022 **What do you like best about Nicereply?** Extremely easy to setup and implement. The support has been fantastic! Any questions to the support team are promptly responded to and they solve the problem. We have only been using it for a few months, but we have seen an increase in the number of reviews left by customers. It's simple and easy to respond. Additionally LOVE the tie to Zendesk and the specific agents so we can use the information gathered for training and / or Kudos to team members. Also allows us to separate sentiment for the agent vs. perhaps a product issue. **What do you dislike about Nicereply?** Exporting data is critical - the beta for CSV is critical to put into production - need to be able to analyze data and manipulate how we look at it vs. just printing. **What problems is Nicereply solving and how is that benefiting you?** Customer feedback on our agents and our products is very important. This tool allows us to see how we are doing with customers, not just from the agent perspective, but for product as well. ### 14. NiceReply = convenient, and organized. **Rating:** 5.0/5.0 stars **Reviewed by:** Patrick P. | Customer Support Representative, Mid-Market (51-1000 emp.) **Reviewed Date:** June 21, 2022 **What do you like best about Nicereply?** I like the fact that I can find any type of review by performing specific searches, whether for myself or my colleagues. I like that it is very accessible, and easy to learn. **What do you dislike about Nicereply?** There is no feature that I dislike on the NiceReply platform. At least right now. Nicereply is extremely convenient, and it stores all ticketing information that we may need to review on our side as agents. **Recommendations to others considering Nicereply:** I would recommend this platform for any company that deals with customer satisfaction issues. **What problems is Nicereply solving and how is that benefiting you?** Nicereply is helping me resolve my customer satisfaction issues. I can pinpoint which types of interactions need more attention, and which ones are good the way they are. ### 15. Great for Academy/Help Articles/Zendesk **Rating:** 5.0/5.0 stars **Reviewed by:** Anna M. | Email Template Designer, Mid-Market (51-1000 emp.) **Reviewed Date:** June 21, 2022 **What do you like best about Nicereply?** On our academy/public facing customer help docs, Nice Reply is great to gauge how useful customers find the content. These nice reply comments became a KPI for teams. **What do you dislike about Nicereply?** For public facing resources, would be great if customers could leave a comment that was not externally facing, but submitted to a form somewhere for us. **Recommendations to others considering Nicereply:** Put it internally and externally - for content and service. **What problems is Nicereply solving and how is that benefiting you?** For zendesk - makes getting CSATs for agents very easy. Since customers just have to do one-click, many leave responses. This is now a KPI of that team. ### 16. Helpful KPI for support ticketing **Rating:** 4.5/5.0 stars **Reviewed by:** Carly K. | Project Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** June 21, 2022 **What do you like best about Nicereply?** Nice reply supports our Customer Support team focused on providing the best support and allowing us to get feedback and make appropriate adjustments to our process based on the customer-rated responses. Has allowed us to track our client's happiness overall. **What do you dislike about Nicereply?** No dislikes at this time, it provides the services we need for our preferred use. **What problems is Nicereply solving and how is that benefiting you?** Nicereoly is supporting us in holding our team accountable, encouraging us to review our own customer service skills and allow us to have data to review with our team and work towards higher ratings. ### 17. One of the best tool for CSAT **Rating:** 4.5/5.0 stars **Reviewed by:** Toan H. | Security Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** June 23, 2022 **What do you like best about Nicereply?** - Very quick and easy to onboard to the software. - Nice dashboard of the response metrics. - Great integration to Salesforce and other tools. **What do you dislike about Nicereply?** Not much. We are a small business, so the initial pricing is quite high, but the return is very good. **What problems is Nicereply solving and how is that benefiting you?** Customer satisfaction is one of our priorities when assisting in using our software and services. Katalon Studio is an automation platform that helps the quality assurance team do the automation testing most simply and efficiently. ### 18. Very intuitive platform with very easy understanding. **Rating:** 5.0/5.0 stars **Reviewed by:** Larissa L. | Analista de atendimento Jr l - CX & CS, Small-Business (50 or fewer emp.) **Reviewed Date:** January 19, 2022 **What do you like best about Nicereply?** The ease of use of the App. Very intuitive and with precise information about the evaluations. I use Zendesk and it redirects me exactly to the point of improvement. **What do you dislike about Nicereply?** That I can track my progress and everything is very simple, without many problems to understand what went wrong in the service and what percentage of improvement I can achieve. **Recommendations to others considering Nicereply:** Use the platform, it is intuitive and easy to understand. There is no need for more than it to reach the cause and root of the problem in the activations. The rating is based on the service of the analyst in question, not on what the client thinks about the company. It is a very simple and clear way to know if what you say/do is effective or not. **What problems is Nicereply solving and how is that benefiting you?** Nicereply has been helping me, especially, to understand what I can improve when it comes to humanized service and user pain points. It has been very useful. ### 19. An easy to use, straightforward and effective customer survey tool **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Retail | Small-Business (50 or fewer emp.) **Reviewed Date:** July 30, 2020 **What do you like best about Nicereply?** It's focused on doing one thing well, and so it's incredibly easy to use **What do you dislike about Nicereply?** A few things required help from customer support to change in terms of settings. They responded quickly though. **What problems is Nicereply solving and how is that benefiting you?** We're already getting more actionable feedback from customers, and I can track support agent performance. ### 20. The best survey tool on the market! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** October 04, 2022 **What do you like best about Nicereply?** 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 **What do you dislike about Nicereply?** While I think the Nicereply UI could use an update, it's not a deal-breaker since it does what it should. **What problems is Nicereply solving and how is that benefiting you?** 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. ### 21. Great way to collect reviews from customers **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Mid-Market (51-1000 emp.) **Reviewed Date:** October 05, 2022 **What do you like best about Nicereply?** It's easy to implement and customize and easily accessible to view feedback from customers. **What do you dislike about Nicereply?** The interface could be better, it would be great if there was a search bar to lookup reviews. **What problems is Nicereply solving and how is that benefiting you?** It allows me to see instant feedback from customers easily, which helps gauge how I'm doing. ### 22. Easy to use **Rating:** 5.0/5.0 stars **Reviewed by:** Jorge G. | Associate, Small-Business (50 or fewer emp.) **Reviewed Date:** June 21, 2022 **What do you like best about Nicereply?** With the friendly UI, you can get the information you are looking for without inconvenience. Just by going a couple of minutes through Nicereply, you can learn where most of the stuff is. **What do you dislike about Nicereply?** Sometimes you can find the same information in different places, it could be kind of confusing as you might think it is a different area than the one you are looking for. **What problems is Nicereply solving and how is that benefiting you?** Showing the data and results for the team, the work we have done, and checking our goal. We can track what is missing and where we want to go. Metrics are pulled off easily. ### 23. Pretty good but could use some improvements **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Mid-Market (51-1000 emp.) **Reviewed Date:** June 21, 2022 **What do you like best about Nicereply?** I like that the customer has the option to score the interaction and leave a note if they want, but it's not required. I'm sure this option to rate quickly helps! **What do you dislike about Nicereply?** I wish we had an option to have customers rate our agents after phone calls and texts as well. This would give a better balance to the feedback we receive across all channels. **What problems is Nicereply solving and how is that benefiting you?** I get a great scope with Nicereply on how my agents are impacting customers and what works/doesn't work. I get to use these scores to encourage agents and also coach them on future interactions. ### 24. 10 equal my grades! But, it could be 11! **Rating:** 5.0/5.0 stars **Reviewed by:** Bruno F. | Customer Support Agent, Small-Business (50 or fewer emp.) **Reviewed Date:** December 14, 2021 **What do you like best about Nicereply?** I like the color palette, being simplified and objective. The best part is dividing the notes into groups, thus generating constructive and positive competitiveness. Improve your experience. **What do you dislike about Nicereply?** Visualization could be more visually (shapes) better. It could be complete about visualization because it could improve more in the matter of display, as well as the option to see thumbnails as notes, instead of just scrolling down the screen. **Recommendations to others considering Nicereply:** I recommend it because it is an easy platform to work with, mainly because it is simple, has a visual language, is very intuitive, and covers other people who do not speak the same vocabulary. With the reviews, whenever you can, check your colleagues too, see what customers say in addition to your grades. That way, you won't fall into a rut. **What problems is Nicereply solving and how is that benefiting you?** It has helped me a lot in the constant and daily evaluations of the company's clients where I work. So I know where I can see their opinion and focus on improving some points - a lot. ### 25. Great tool for CSAT tracking! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Internet | Small-Business (50 or fewer emp.) **Reviewed Date:** June 21, 2022 **What do you like best about Nicereply?** We have integrated nicereply with our Ticket system. This allows us to get CSAT scores on all our interactions. Also love that I get an email for anything less than what I set as the minimal acceptable score, so we can follow up right away with any merchant who has not had a good experiance. **What do you dislike about Nicereply?** Don't think there is anything I dislike about the software. It allows us to see our results easily and we can see where we need to improve on our day-to-day interactions. **What problems is Nicereply solving and how is that benefiting you?** We have been able to improve the overall perception of our support team and their willingness to help our merchants. We can set expectations on how things will be resolved and when the merchant is not satisfied we are able to follow up. ### 26. Good solid platform **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** June 21, 2022 **What do you like best about Nicereply?** I like the fact that the platform is easy to use and easy to interpret/find the data that you are looking for. This makes it easy for front-line managers to quickly get the data that they need to make informed and data driven decisions. **What do you dislike about Nicereply?** I particularly do not like the fact that there is no integration/notification option for when a bad CSAT survey comes in. There should be some sort of alert process either a webhook in Slack or some email notification so that support leaders can quickly jump in to any issue and be proactive versus reactive. **What problems is Nicereply solving and how is that benefiting you?** NiceReply helps us stay on top of things like CSAT, NPS and other valuable customer data to ensure we are providing an awesome experience for our customers. ### 27. So far, so good **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Transportation/Trucking/Railroad | Mid-Market (51-1000 emp.) **Reviewed Date:** July 18, 2022 **What do you like best about Nicereply?** We're about a month into using Nice Reply and so far things are great. The ease of use to get things up and going has been wonderful. **What do you dislike about Nicereply?** I've had some issues trying to integrate Nice Reply with our CRM. Would be great if this was explained further. **What problems is Nicereply solving and how is that benefiting you?** We were never able to get anonymous feedback from our customers, allowing them to freely share their thoughts with us. This has helped us tremendously. ### 28. Simple tool to collect feedback **Rating:** 4.5/5.0 stars **Reviewed by:** Miranda B. | Customer Success Expert, Small-Business (50 or fewer emp.) **Reviewed Date:** June 21, 2022 **What do you like best about Nicereply?** Simple color-associated responses with an adjusting scale **What do you dislike about Nicereply?** Limitations on actionable feedback from customers because of the format **What problems is Nicereply solving and how is that benefiting you?** It's giving insight into whether customers feel they are getting the help they want and whether we need to adjust our approach to customer support. ### 29. An awesome tool for you daily basis dealing with metrics **Rating:** 5.0/5.0 stars **Reviewed by:** Israel P. | Customer Support Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** June 22, 2022 **What do you like best about Nicereply?** the website interface is very interactive and everything is very simple to find and browse. I always can look at my metrics in a good way without having to spend a lot of time **What do you dislike about Nicereply?** So far I haven't found any negative points. **What problems is Nicereply solving and how is that benefiting you?** whenever I need to look at my metrics and compare with my colleagues and even see the performance of my team, I consult nicereply and I have it in a simple and practical way ### 30. Great tool for collaboration on chat/email **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** June 21, 2022 **What do you like best about Nicereply?** The ability to use the html dynamically. We often put the rating system in the footers of personal emails, large scale email sends, and in chat. It's great to get feedback from all sides. **What do you dislike about Nicereply?** I'm not in love with the way it looks. I think the design could use a little work. Feels very clunky. Even the ability to choose from a few designs would be better. **Recommendations to others considering Nicereply:** Great tool for someone looking for a non-complicated approach to measuring customer satisfaction. **What problems is Nicereply solving and how is that benefiting you?** Nicereply is solving for a easy to use and easy to track customer satisfaction questionnaire. It benefits my team by getting realtime feedback on their work and long-term improvement. ### 31. Easy to Navigate **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Small-Business (50 or fewer emp.) **Reviewed Date:** June 22, 2022 **What do you like best about Nicereply?** Nicereply UI is very easy to understand. You can filter by date range and have a quick overview of CSAT scores based on the date range. It also has a dashboard which provides summary of your score. **What do you dislike about Nicereply?** None that I can think of at the moment. everything works properly **Recommendations to others considering Nicereply:** try it **What problems is Nicereply solving and how is that benefiting you?** You can get an overview of customer feedback and how satisfied they are with the service you have provided ### 32. NPS CSAT and CES surveys for support teams **Rating:** 4.5/5.0 stars **Reviewed by:** Mike Lester R. | Systems Head, Small-Business (50 or fewer emp.) **Reviewed Date:** December 15, 2021 **What do you like best about Nicereply?** What I really liked about Nicereply is that it extends the functionalities of my existing helpdesk software and becomes the central repository for everything customer surveys related. **What do you dislike about Nicereply?** The part that I would love Nicereply to improve on would be having notifications for every rating that is being submitted like an integration with Slack or Twilio would be great. **Recommendations to others considering Nicereply:** For support people wanting to extend the functionalities of their existing helpdesk / support platform, I'd definitely recommend Nicereply. **What problems is Nicereply solving and how is that benefiting you?** What our current helpdesk system lacks is the ability to gauge our service with our customers by automatically sending them a survey with our response or at the end of the servicing process. Nicereply makes it super easy to do just that. ### 33. overall a good tool **Rating:** 4.0/5.0 stars **Reviewed by:** Teal I. | Customer Success Specialist, Small-Business (50 or fewer emp.) **Reviewed Date:** June 21, 2022 **What do you like best about Nicereply?** option for customers to express likes and dislikes **What do you dislike about Nicereply?** too easy to "miss click" and give a poor review **What problems is Nicereply solving and how is that benefiting you?** receive more feedback and ability to share ### 34. Good review **Rating:** 5.0/5.0 stars **Reviewed by:** Glaiza Jan D. | Customer Service Representative, Small-Business (50 or fewer emp.) **Reviewed Date:** June 21, 2022 **What do you like best about Nicereply?** it's easy to use. Though sometimes our cu **What do you dislike about Nicereply?** sometimes customers don't recognize it soon **What problems is Nicereply solving and how is that benefiting you?** we were able to see how our service impacts our customers. ### 35. Gets me my customer's feedback **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Leisure, Travel & Tourism | Mid-Market (51-1000 emp.) **Reviewed Date:** June 23, 2022 **What do you like best about Nicereply?** I like that I can send a simple survey to my customers that will give me feedback on my performance. **What do you dislike about Nicereply?** There's not much that I dislike for my relatively simple use case. **What problems is Nicereply solving and how is that benefiting you?** I need to know how my customers feel about my performance without having me directly ask them so a Nicereply survey gives me all the info I need. ### 36. Much needed for Customer Support **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** June 21, 2022 **What do you like best about Nicereply?** My Support team relies on Nicereply to measure customer satisfaction and team performance. The ratings are updated quickly and the data /charts presented in nice reply is helpful. **What do you dislike about Nicereply?** It would be great for more custom reports to view agents' CSAT metrics **What problems is Nicereply solving and how is that benefiting you?** It's a good way for our Support team to measure customer happiness and satisfaction , and OKRs ### 37. Speedy CSAT! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** June 29, 2022 **What do you like best about Nicereply?** 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. :) **What do you dislike about Nicereply?** 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. **What problems is Nicereply solving and how is that benefiting you?** Nicereply shows us how we satisfy our customers after resolving their issues and in return, it makes me feel that I am appreciated. ### 38. It's a great tool, really user friendly and easy to get around quickly. **Rating:** 5.0/5.0 stars **Reviewed by:** Vitor Felipe d. | Customer Support Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** June 22, 2022 **What do you like best about Nicereply?** The different metrics the tool provides us to evaluate our services. **What do you dislike about Nicereply?** It would be useful to have more clearance on the meaning of the 2 - 9 grades, since 1 and 10 are pretty clear. **What problems is Nicereply solving and how is that benefiting you?** It's been great for us to rate the service we provide, given the many different subjects we deal with. ### 39. The interface is user-friendly **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Education Management | Small-Business (50 or fewer emp.) **Reviewed Date:** June 21, 2022 **What do you like best about Nicereply?** I like how the dashboard summarizes the data in a neat and simple way. **What do you dislike about Nicereply?** Everything is perfect. I would not change anything but would always be excited to see anything new that will improve the whole platform and take it to the next level. **What problems is Nicereply solving and how is that benefiting you?** Collect customer feedback and improve the quality of our services. ### 40. User Friendly **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Mid-Market (51-1000 emp.) **Reviewed Date:** June 21, 2022 **What do you like best about Nicereply?** Nicereply is incredibly user-friendly and its portal is really visually appealing. The CSAT surveys on the customer's end are quick, easy, and seamless. **What do you dislike about Nicereply?** More customization options would optimize the platform **What problems is Nicereply solving and how is that benefiting you?** Getting the right insight from our customers. NR helps us identify opportunities in the business and how we can further optimize the customer experience. ### 41. NiceReply Analytics **Rating:** 4.5/5.0 stars **Reviewed by:** John W. | Underwriting Operations Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** June 21, 2022 **What do you like best about Nicereply?** What I like best about NiceReply is how easy the platform is to use. **What do you dislike about Nicereply?** There is nothing that I have found to dislike as of right now. **What problems is Nicereply solving and how is that benefiting you?** NiceReply is giving me the ability to see how our clients like using our platforms and where we should be focusing our efforts into. ### 42. Very good **Rating:** 5.0/5.0 stars **Reviewed by:** Victoria V. | Customer Support Agent @Bitso, Mid-Market (51-1000 emp.) **Reviewed Date:** June 22, 2022 **What do you like best about Nicereply?** I think it's great that we have the chance to be properly avaliated by our responses to customers. **What do you dislike about Nicereply?** It's not that easy to find my personal results. **What problems is Nicereply solving and how is that benefiting you?** It's great to have an idea of how good I am supporting the customers and I can also see where I can improve. ### 43. Nicereply review **Rating:** 4.5/5.0 stars **Reviewed by:** Luccas S. | C, Mid-Market (51-1000 emp.) **Reviewed Date:** June 22, 2022 **What do you like best about Nicereply?** Nicereply is keen for the success of any operation, mainly customer service areas. **What do you dislike about Nicereply?** I don't think the way good the metrics is displayed. It should have better filters and graphics **What problems is Nicereply solving and how is that benefiting you?** Nicereply is helping my company a lot to get the operation better in terms of service. ### 44. gets the job done, api is easy **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Mid-Market (51-1000 emp.) **Reviewed Date:** June 21, 2022 **What do you like best about Nicereply?** API is easy to work with for data analytics. developers have an easy time integrating the data and other tools like Kustomer. customers find it easy to interact with **What do you dislike about Nicereply?** limited reaction options for customer facing -- it is both good and bad. good for ease of use, bad for deeper analysis if wanting to detail the overall experience **What problems is Nicereply solving and how is that benefiting you?** quick replies from customers on how they feel about the customer assistance experience. no need for our agents to follow up, nicereply automatically sends follow ups ### 45. Great System **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Food & Beverages | Mid-Market (51-1000 emp.) **Reviewed Date:** June 21, 2022 **What do you like best about Nicereply?** NiceReply does a great job of providing as well as my team with insightful feedback! **What do you dislike about Nicereply?** More customization would make a great addition to Nicereply. **What problems is Nicereply solving and how is that benefiting you?** Nicereply helps to solve the problem of knowing what our customers think and how we can improve on our own work. ### 46. Great tool for business **Rating:** 4.0/5.0 stars **Reviewed by:** Amol T. | Mr., Enterprise (> 1000 emp.) **Reviewed Date:** June 22, 2022 **What do you like best about Nicereply?** It's a great tool to get customer feedback & to know where you stand in customer support **What do you dislike about Nicereply?** Nothing to dislike so far. Everything is just perfect **What problems is Nicereply solving and how is that benefiting you?** We are get to know our customers needs better & on that basis we can improve our support ### 47. NiceReply, give it a try **Rating:** 3.5/5.0 stars **Reviewed by:** Hunt H. | Development, Mid-Market (51-1000 emp.) **Reviewed Date:** June 21, 2022 **What do you like best about Nicereply?** It's easy to use, effective method of gauging customer experience **What do you dislike about Nicereply?** the interface is pretty barebones, it gives you the ability to see engagement in a simple manner but limited in automations and analytics capabilities **What problems is Nicereply solving and how is that benefiting you?** enables me to see CES for my clients ### 48. Great Program! Very easy to use! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Small-Business (50 or fewer emp.) **Reviewed Date:** June 21, 2022 **What do you like best about Nicereply?** Easy to use! We use this system everyday in our email replies! **What do you dislike about Nicereply?** I don't have anything that I dislike, I think it is very user-friendly! **Recommendations to others considering Nicereply:** I would recommend getting it! **What problems is Nicereply solving and how is that benefiting you?** Allows us to get rated on emails. ### 49. Good service for tracking Customer feedback **Rating:** 5.0/5.0 stars **Reviewed by:** Bryan H. | Quality Assurance Engineer, Small-Business (50 or fewer emp.) **Reviewed Date:** June 21, 2022 **What do you like best about Nicereply?** Tracking of customer feedback on a linear scale. **What do you dislike about Nicereply?** They were only on a 1 5 or 10. This did change when things changed over to the faces for feedback **What problems is Nicereply solving and how is that benefiting you?** Allowing us to better serve our customers ### 50. Nicereply overview **Rating:** 4.5/5.0 stars **Reviewed by:** John A. | Channel Sales Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** June 21, 2022 **What do you like best about Nicereply?** It is helpful tracking customer service interactions **What do you dislike about Nicereply?** As with any review service, it is hard to get happy people to fill out the form, not just the unhappy people **What problems is Nicereply solving and how is that benefiting you?** Monitoring customer service level ## Nicereply Discussions - [What is a user?](https://www.g2.com/discussions/what-is-a-user) - 2 upvotes - [Is the trial really free?](https://www.g2.com/discussions/is-the-trial-really-free) - 1 upvote - [What happens at the end of my trial?](https://www.g2.com/discussions/what-happens-at-the-end-of-my-trial-f96abf6f-fc83-419e-a60c-5e42ad41590d) - 1 upvote - [What if we will exceed number of our users?](https://www.g2.com/discussions/what-if-we-will-exceed-number-of-our-users) - 1 upvote - [Does Nicereply integrate with other systems and applications?](https://www.g2.com/discussions/does-nicereply-integrate-with-other-systems-and-applications) - 1 upvote - [View Nicereply pricing details and edition comparison](https://www.g2.com/products/nicereply/reviews?page=2§ion=pricing&secure%5Bexpires_at%5D=2026-05-31+03%3A04%3A42+-0500&secure%5Bsession_id%5D=70d5ff73-8d3d-4a7a-9a0c-25fd4974ed55&secure%5Btoken%5D=8f2a07f8ab535d3df3da77147a24dd69462888ef6dc372966eeb0dec91fea188&format=llm_user) ## Nicereply Features **Generative AI** - AI Text Generation - AI Text Summarization **Survey Management** - Brand Design Consistency - Survey Deployment - Feedback Collection - Device Responsiveness **Process Management** - Feedback Aggregation - Trigger Alerts - Real-Time Analysis - Real-Time Action **System Management** - Security - System Monitoring ## Top Nicereply Alternatives - [Delighted](https://www.g2.com/products/delighted/reviews) - 4.7/5.0 (59 reviews) - [Simplesat](https://www.g2.com/products/simplesat/reviews) - 4.8/5.0 (162 reviews) - [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) - 4.4/5.0 (2,816 reviews)