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Nicereply Reviews & Product Details

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.

Seller

Nice Reply s.r.o.

Discussions

Nicereply Community

Languages Supported

English

Overview by

Viktor Magic (CEO at Nicereply | Customer Satisfaction & CX Enthusiast )

Pricing

Pricing provided by Nicereply.

Starter

Starting at $59.00

Per Month

Essential

Starting at $119.00

Per Month

View More Pricing Information

Top-Rated Alternatives

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Nicereply Media

Nicereply Demo - CSAT, NPS & CES Surveys

Create and send beautiful one-click surveys to measure Customer Satisfaction, Net Promoter Score and Customer Effort Score.

Nicereply Demo - Increase your survey response rates by more than 200%

Combine in-signature surveys with post-resolution email surveys to get more feedback than ever before.

Customize your surveys to fit your needs in terms of content, questions, design and branding.

Trigger surveys after resolving a ticket, conversation, deal, etc. in your CRM. See customer feedback in the same ticket, conversation, or deal afterward.

Nicereply Demo - Real-time customer feedback

See customer feedback arrive in real-time in the comprehensive rating feed dashboard.

Nicereply Demo - Powerful performance overview

Analyze the performance of your teams, agents, and the CSAT, CES, or NPS results in powerful Analytics.

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Armando D.

Player Support Specialist

Mid-Market (51-1000 emp.)

6/29/2022

"Very useful tool"

5/5

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! Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Verified User in Insurance

Mid-Market (51-1000 emp.)

6/21/2022

Business partner of the seller or seller's competitor, not included in G2 scores.

"Great and Helpful"

5/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Verified User in Retail

Mid-Market (51-1000 emp.)

6/21/2022

"Great tool to capture customer sentiment and feedback"

5/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Patrick P.

Customer Support Representative

Mid-Market (51-1000 emp.)

6/21/2022

"NiceReply = convenient, and organized."

5/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Recommendations to others considering Nicereply:

I would recommend this platform for any company that deals with customer satisfaction issues. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Anna M.

Email Template Designer

Mid-Market (51-1000 emp.)

6/21/2022

"Great for Academy/Help Articles/Zendesk"

5/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Recommendations to others considering Nicereply:

Put it internally and externally - for content and service. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Carly K.

Project Manager

Small-Business (50 or fewer emp.)

6/21/2022

"Helpful KPI for support ticketing"

4.5/5

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. Review collected by and hosted on G2.com.

What do you dislike about Nicereply?

No dislikes at this time, it provides the services we need for our preferred use. Review collected by and hosted on G2.com.

Toan H.

Security Engineer

Mid-Market (51-1000 emp.)

6/23/2022

"One of the best tool for CSAT"

4.5/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Larissa L.

Analista de atendimento Jr l - CX & CS

Small-Business (50 or fewer emp.)

1/19/2022

"Very intuitive platform with very easy understanding."

5/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Verified User in Retail

Small-Business (50 or fewer emp.)

7/30/2020

"An easy to use, straightforward and effective customer survey tool"

4.5/5

What do you like best about Nicereply?

It's focused on doing one thing well, and so it's incredibly easy to use Review collected by and hosted on G2.com.

What do you dislike about Nicereply?

A few things required help from customer support to change in terms of settings. They responded quickly though. Review collected by and hosted on G2.com.

Verified User in Computer Software

Mid-Market (51-1000 emp.)

10/4/2022

"The best survey tool on the market!"

5/5

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 Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.