--- title: Nicereply Reviews meta_title: 'Nicereply Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 431 reviews by the users' company size, role or industry to find out how Nicereply works for a business like yours. aggregate_rating: rating_value: 4.5 review_count: 431 scale: '5' date_modified: '2026-07-12' parent_category: name: Customer Service url: https://www.g2.com/categories/customer-service --- # 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. It's good to know I'm doing my job! **Rating:** 5.0/5.0 stars **Reviewed by:** Jessica C. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 06, 2018 **What do you like best about Nicereply?** 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 about Nicereply?** 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 problems is Nicereply solving and how is that benefiting you?** 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! ### 2. Great addition to our team! **Rating:** 5.0/5.0 stars **Reviewed by:** Aubrey L. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 06, 2018 **What do you like best about Nicereply?** 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 about Nicereply?** 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 Nicereply:** Great application, 10/10 would recommend! **What problems is Nicereply solving and how is that benefiting you?** 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. **Official Response from Viktor Magic:** > Hi Aubrey, try our new Widget for Zendesk which will able you to see all ratings from Nicereply, next your tickets in Zendesk. See more info here: https://www.zendesk.com/apps/support/nicereply-widget/ ### 3. Easy insights for CSAT **Rating:** 3.5/5.0 stars **Reviewed by:** Casey H. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 06, 2018 **What do you like best about Nicereply?** 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 about Nicereply?** 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 Nicereply:** I really like their Customer Service blog as well--I read every email they send and it's great content. **What problems is Nicereply solving and how is that benefiting you?** 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. **Official Response from Viktor Magic:** > Hi Casey, I can see that your Zendesk integrations isn't setup properly. Please check this manual: https://support.nicereply.com/hc/en-us/articles/115002906191-Getting-started-with-Zendesk-integration You can get way more with Nicereply + Zendesk integration as you are using now. Don't forget to take a look at the Nicereply Widget for Zendesk too: https://www.zendesk.com/apps/support/nicereply-widget/ ### 4. Wonderful **Rating:** 4.0/5.0 stars **Reviewed by:** John T. | Private Client Services, Supermarkets, Mid-Market (51-1000 emp.) **Reviewed Date:** April 11, 2019 **What do you like best about Nicereply?** Helps you improve your search skills. Helps improve your customer service skills. **What do you dislike about Nicereply?** I haven’t found anything yet that I have disliked. **What problems is Nicereply solving and how is that benefiting you?** Helps me with pricing things easier. Thank you kindly. ### 5. Nicereply **Rating:** 5.0/5.0 stars **Reviewed by:** Clay K. | Network Engineer, Small-Business (50 or fewer emp.) **Reviewed Date:** June 07, 2018 **What do you like best about Nicereply?** 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 about Nicereply?** 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 Nicereply:** Absolutely! **What problems is Nicereply solving and how is that benefiting you?** 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. ### 6. A Medium For Better Business **Rating:** 5.0/5.0 stars **Reviewed by:** Noah R. | Small-Business (50 or fewer emp.) **Reviewed Date:** June 07, 2018 **What do you like best about Nicereply?** 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 about Nicereply?** 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 Nicereply:** 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 problems is Nicereply solving and how is that benefiting you?** We use Nicereply to see how well we performed our services in a ticket based system, with our affiliated business partners and employees. ### 7. Good system, but for sure has some flaws in the line of work we are in. **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Entertainment | Mid-Market (51-1000 emp.) **Reviewed Date:** November 02, 2018 **What do you like best about Nicereply?** I like that it give samplings in 3 hour windows however wish there was a 1 hour window so that we could get back to the customer in a faster rate of time to avoid getting a 1 rating and maybe getting a second chance at receiving a 10. **What do you dislike about Nicereply?** I dislike that a customer can continuously give you 1's even after you have sent back a reply. **Recommendations to others considering Nicereply:** Change the ratings system so we can not continuously be given 1's. **What problems is Nicereply solving and how is that benefiting you?** It helps up review cases and see if we can get a better rating, which I do like the ability to have. ### 8. By far the best customer to support rating system **Rating:** 5.0/5.0 stars **Reviewed by:** Chuck P. | Small-Business (50 or fewer emp.) **Reviewed Date:** June 07, 2018 **What do you like best about Nicereply?** 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 about Nicereply?** 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 Nicereply:** Free trial was very useful and staff is very helpful **What problems is Nicereply solving and how is that benefiting you?** 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. ### 9. Very useful for your CX strategy **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** March 08, 2019 **What do you like best about Nicereply?** Very easy to use, very visual data and easy to implement with the number of connectors it has **What do you dislike about Nicereply?** Possibility to add more questions in the surveys **What problems is Nicereply solving and how is that benefiting you?** In my case, it helps us to know firsthand the experience of event attendees and measure employee satisfaction with the company. ### 10. Great for training representatives and ensuring quality **Rating:** 4.0/5.0 stars **Reviewed by:** Susan D. | Director Of Engineering, Computer Software, Mid-Market (51-1000 emp.) **Reviewed Date:** June 07, 2018 **What do you like best about Nicereply?** 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 about Nicereply?** I don't use Nicereply in an advanced enough way or frequently enough to have hit its bad points. **What problems is Nicereply solving and how is that benefiting you?** 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. ### 11. Great idea but customer do not use it correctly **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Online Media | Mid-Market (51-1000 emp.) **Reviewed Date:** June 07, 2018 **What do you like best about Nicereply?** 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 about Nicereply?** 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 Nicereply:** It is a good base product for evaluating customer satisfaction. **What problems is Nicereply solving and how is that benefiting you?** 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. ### 12. Great tool to collaborate between support, sales, and success **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** June 06, 2018 **What do you like best about Nicereply?** 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 about Nicereply?** 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 problems is Nicereply solving and how is that benefiting you?** 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. **Official Response from Viktor Magic:** > Hi there, you can prevent multiple ratings per ticket using "trigger distribution". It that case the survey is send to customer after you close the case. See more in the manual: https://support.nicereply.com/hc/en-us/articles/115002907972 ### 13. Excellent and easy app that helps you to improve your customer service at all levels **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Transportation/Trucking/Railroad | Mid-Market (51-1000 emp.) **Reviewed Date:** June 06, 2018 **What do you like best about Nicereply?** 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 about Nicereply?** 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 Nicereply:** 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 problems is Nicereply solving and how is that benefiting you?** 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. ### 14. Nicereply is user friendly! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Entertainment | Mid-Market (51-1000 emp.) **Reviewed Date:** June 06, 2018 **What do you like best about Nicereply?** 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 about Nicereply?** At this time there is really nothing more I would change. **Recommendations to others considering Nicereply:** 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 problems is Nicereply solving and how is that benefiting you?** 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 ### 15. Great for metrics **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Cosmetics | Enterprise (> 1000 emp.) **Reviewed Date:** June 06, 2018 **What do you like best about Nicereply?** 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 about Nicereply?** 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 problems is Nicereply solving and how is that benefiting you?** 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. ### 16. Simple and Easy **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Real Estate | Mid-Market (51-1000 emp.) **Reviewed Date:** June 05, 2018 **What do you like best about Nicereply?** 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 about Nicereply?** 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 Nicereply:** Definitely a great way to survey your customers. Nicereply also has great customer support. **What problems is Nicereply solving and how is that benefiting you?** 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. **Official Response from Viktor Magic:** > Hey, take a look at our latest updates for Zendesk integration: https://support.nicereply.com/hc/en-us/articles/115002906191-Getting-started-with-Zendesk-integration Also check the new widget which able you to see all data from Nicereply in Zendesk: https://www.zendesk.com/apps/support/nicereply-widget/ ### 17. The Nicest Replies **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** June 05, 2018 **What do you like best about Nicereply?** 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 about Nicereply?** 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 problems is Nicereply solving and how is that benefiting you?** We're solving issues where we were unable to accurately gauge the user/customer satisfaction of our product aside from our support team! **Official Response from Viktor Magic:** > Hi, thanks for the review. Instead of in-signature survey there is an option to trigger a survey after you close a ticket. Therefore you should receive only one rating per a survey. However, this feature requires an integration with a help desk tool like Zendesk, Freshdesk, etc. See the list of supported systems: https://www.nicereply.com/integration ### 18. Reliable support rating system **Rating:** 5.0/5.0 stars **Reviewed by:** Alexander K. | Small-Business (50 or fewer emp.) **Reviewed Date:** June 06, 2018 **What do you like best about Nicereply?** I like the overview of different ratings part of the website the most. You can customize the view quite a lot - for example, which users you want to see, what time period you want to see etc... **What do you dislike about Nicereply?** Honestly, I don't really know - I've not yet come upon anything bad in the Nicereply system. **Recommendations to others considering Nicereply:** It really is a good product - easy to use, full of features, user-friendly UI, etc.. **What problems is Nicereply solving and how is that benefiting you?** We are getting a salary increase at the end of the month based on our rating during the month. This helps us greatly since we have more motivation to do our work properly and provide high-quality answers to our customers ### 19. Simple and Pretty Good **Rating:** 4.0/5.0 stars **Reviewed by:** Zachary M. | Client Success, Computer Software, Mid-Market (51-1000 emp.) **Reviewed Date:** June 06, 2018 **What do you like best about Nicereply?** Ease of use How quick it is to respond How they automatically go into the footer of the email It is a good price for as far as CSAT software is concerned. **What do you dislike about Nicereply?** Its simplicity can be too simple It doesn't always pull enough data If a customer doesn't like a reply that an agent give them they will sometimes score them poorly which can negatively impact score and there is no way for these reviews to be removed from the scoring process. **What problems is Nicereply solving and how is that benefiting you?** It solves being able to get CSAT scores in a simple and easy to use matter that doesn't require a great deal of hassle to set up. **Official Response from Viktor Magic:** > Hey Zachary, you can solve the problem with poor ratings based on the response which agent cannot affect by creating a new users, called e.g. "general issues". They you can reassign those rating under this account. Each rating has a edit option which able you to that. However you must be an account admin. ### 20. Excellent Feedback Tool **Rating:** 5.0/5.0 stars **Reviewed by:** Ashe W. | Small-Business (50 or fewer emp.) **Reviewed Date:** June 06, 2018 **What do you like best about Nicereply?** Customers are able to share thoughts. This is particularly useful when the customer forgets to respond back to the email - we are still able to address any of their concerns. **What do you dislike about Nicereply?** Nothing about the product! Though sometimes customers do offer a negative review if they're not happy with the response (ie. "There was heavy flooding in my area which is why the product wasn't delivered in time. This is still unacceptable!") that you cannot take out of your overall rating score - a bummer some days! **Recommendations to others considering Nicereply:** It's worth a shot at the very least! It really will help provide additional ways to assist your customer base. **What problems is Nicereply solving and how is that benefiting you?** Addressing customer concerns! ### 21. Helpful metrics for a customer support system **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Human Resources | Mid-Market (51-1000 emp.) **Reviewed Date:** June 06, 2018 **What do you like best about Nicereply?** It updates quickly, and is able to give us the metrics we need to better understand how our clients feel about the support representatives. **What do you dislike about Nicereply?** There isn't really much to dislike, other than there is no way we have been able to find that allows partial numbers, such as 5.5 or 7.5, only full integers. It may be a setting that we haven't seen, but it would be useful. **Recommendations to others considering Nicereply:** If you need to be able to get client thoughts in customer service, Nice Reply is a great way to do so. **What problems is Nicereply solving and how is that benefiting you?** We're able to better judge how effective support members are now with the system, as the clients will let us know how strong or poor their experience was. Previously we had to call clients to see how they felt their customer service was, and this prevents us from needing to contact them as such. ### 22. Pretty easy and simple to use **Rating:** 5.0/5.0 stars **Reviewed by:** Chukwuemeka A. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 05, 2018 **What do you like best about Nicereply?** Being one of the first review platforms we've ever used, its just amazing to see the performance of our customer representatives and how customers perceive our company. **What do you dislike about Nicereply?** Not being able to modify the NPS survey to my own choosing especially adding it into our email marketing platform, instead of pushing camping in Nicereply. **Recommendations to others considering Nicereply:** Don't think, just get on the platform. **What problems is Nicereply solving and how is that benefiting you?** The issue of gauging customer satisfaction and monitoring the performance and improvement of our client service representative, was a bother. But with Nicereply its been an eye opener to see how our company doing in the area of offering the best customer service and experience. **Official Response from Viktor Magic:** > Hi Anene, appreciate for your feedback. We have implemented a few improvement for NPS recently. Please reach us to contact@nicereply.com if you have any specific question regarding to setup. ### 23. Hgih satisfaction **Rating:** 5.0/5.0 stars **Reviewed by:** Stefan C. | CS Specialist, Information Services, Mid-Market (51-1000 emp.) **Reviewed Date:** June 11, 2018 **What do you like best about Nicereply?** Nicereply is one of the best tools on the market with easy-to-use user interface, which provides collecting satisfaction ratings from your customers by embedding a ratings link into your signature. It's worth to mention the simpleness of the use, it takes just few minutes to integrate the rating links to your e-mail. **What do you dislike about Nicereply?** missing mobile application (push notifications would be great) **Recommendations to others considering Nicereply:** Just one recommendation: try it and you will see **What problems is Nicereply solving and how is that benefiting you?** We integrate Nicereply into our CRM software in order to find out our visitors' and clients' satisfaction with our business. Mainly we use the CSAT part of Nicereply. ### 24. Love Nicereply! **Rating:** 5.0/5.0 stars **Reviewed by:** Kimberly S. | Customer Care Agent, Computer Software, Mid-Market (51-1000 emp.) **Reviewed Date:** June 06, 2018 **What do you like best about Nicereply?** As a customer support agent, I love the comprehensive feedback I get from customers for both CSAT and CES. In addition, the fact that it integrates with Zendesk is an added bonus, because it allows me to look at each ticket tied to the Nicereply rating, so I can get a full picture of the customer's overall experience. **What do you dislike about Nicereply?** The emails from Jakub are a bit too frequent - I would try and limit them to once a week. **What problems is Nicereply solving and how is that benefiting you?** Nicereply helps me identify specific customer problems, which allows a clearer picture of user trends within our software. ### 25. Great way to know the truth about satisfaction of my clients **Rating:** 4.0/5.0 stars **Reviewed by:** Paula D. | Small-Business (50 or fewer emp.) **Reviewed Date:** June 13, 2018 **What do you like best about Nicereply?** I like the best when client leaves also a comment. Even if it´s not a good one. At least I see honest opinion and can improve my communication skills etc.. **What do you dislike about Nicereply?** When I get anonymous feedback or when the feedback is not good and I do not get to see who it came from or what was wrong exactly.. **What problems is Nicereply solving and how is that benefiting you?** I guess our boss can see satisfaction of customers we deal with. If there is something wrong and person is not anonymous we try to fix the problem. ### 26. Helpful tool to measure team success! **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Internet | Mid-Market (51-1000 emp.) **Reviewed Date:** June 07, 2018 **What do you like best about Nicereply?** I love the ability to see client feedback instantly, and the ability to refer back to the original case/ticket the client is referring to. It allows our team to constantly reflect on how we are servicing clients, and to take the constructive feedback and apply it! **What do you dislike about Nicereply?** Nothing glaring stands out as a negative, it would be nice though if the nice replies were integrated with our salesforce and could be viewed within accounts. This would potentially help other members of the organization as well to see the feedback provided by the client throughout the partnership. **What problems is Nicereply solving and how is that benefiting you?** There is definitely a benefit in being able to monitor this feedback long term and look for trends / recurring themes in customer responses in order to identify any pain points **Official Response from Viktor Magic:** > Hi, great integration to your help desk is a must. We are continuously updating all integrations. Take a look at our lates update: https://appexchange.salesforce.com/appxListingDetail?listingId=a0N3000000B5NjtEAF ### 27. Love the simple layout and thorough reports! **Rating:** 5.0/5.0 stars **Reviewed by:** Wes B. | Chief Operating Officer, Mid-Market (51-1000 emp.) **Reviewed Date:** June 05, 2018 **What do you like best about Nicereply?** We love using the reports in our weekly customer service meetings at ClickUp. Nicereply lets us drill into where issues may be happening and they let you customize the review system exactly how you want. **What do you dislike about Nicereply?** Possibly add a bit more graphical UI customizations for the ratings inserted into emails. (we just edit the HTML though so it's no big deal) **What problems is Nicereply solving and how is that benefiting you?** Improving standards with our CS team. We've found how to fix the few issues that have been highlighted by Nicereply ratings. ### 28. Amazing! **Rating:** 5.0/5.0 stars **Reviewed by:** Ciarra T. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 13, 2018 **What do you like best about Nicereply?** I love this for work because I can see what customers think of my interactions with them. As well as when they leave a comment, I can see exactly which ticket they are referring to! Great software for customer service. **What do you dislike about Nicereply?** I wish that it was required for each ticket, that way I could see the way each customer sees each interaction. **What problems is Nicereply solving and how is that benefiting you?** We are seeing how each support rep engages with our customer to make sure we provide the best possible customer service. ### 29. Simple CSAT tracking **Rating:** 4.0/5.0 stars **Reviewed by:** Brett L. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 07, 2018 **What do you like best about Nicereply?** Gives a simple, at a glance estimate of customer satisfaction and overall agent performance over a period of time. Responses have a link directly to the associated ticket in Zendesk which you can follow to review the interaction. **What do you dislike about Nicereply?** Customer's sometimes don't understand that Nicereply is not their support ticket, and so they will include a response to the ticket within their nicereply comment, which doesn't get added into Zendesk. **What problems is Nicereply solving and how is that benefiting you?** Delivering the best customer service experience possible and understanding how customer's respond to any given interaction. **Official Response from Viktor Magic:** > Hi Brett, I saw that you have implemented "note" within the survey about its purpose. Well played :) ### 30. A good start **Rating:** 3.5/5.0 stars **Reviewed by:** Levi C. | Small-Business (50 or fewer emp.) **Reviewed Date:** June 13, 2018 **What do you like best about Nicereply?** What I like the most is the no frills approach that Nicereply allows for you to take while polling the people you interact with. **What do you dislike about Nicereply?** Support is unfortunately a bit scarce. Things like set up can be a little more difficult then you would anticipate and it is hard to find any resources to assist with your questions **What problems is Nicereply solving and how is that benefiting you?** Nicereply allows for multiple departments in our team to be assessed and communicate with our customers in a more helpful way. ### 31. Easy to use and it works **Rating:** 3.5/5.0 stars **Reviewed by:** Olivia C. | Small-Business (50 or fewer emp.) **Reviewed Date:** June 05, 2018 **What do you like best about Nicereply?** It's very simple to use for both staff and customers. The ease of use encourages customers to utilise it which is a bonus. The staff can also easily log in and see their scores. **What do you dislike about Nicereply?** It would be great to have some more in depth analysis to the scores or the patterns of what causes people to leave a review on Nice Reply. It would also be nice to only have customers encourage to leave a review after the interaction is completed. Having the link in the signature means that they can often leave a comment after every single reply which isn't always a good representation. **What problems is Nicereply solving and how is that benefiting you?** It's easy to set staff targets and encourages the team to really consider their reply before sending. **Official Response from Viktor Magic:** > Hey Olivia, thanks for your feedback. We know that analytics are an important part of the product and we're already working on it. There is an option to trigger a survey after you close a ticket. However, this feature requires an integration with a help desk tool like Zendesk, Freshdesk, etc. See the list of supported systems: https://www.nicereply.com/integration ### 32. awesome software that makes our customers happy! **Rating:** 5.0/5.0 stars **Reviewed by:** Chris b. | Technical Support Specialist, Internet, Mid-Market (51-1000 emp.) **Reviewed Date:** June 05, 2018 **What do you like best about Nicereply?** Hearing what our customers think is of the utmost importance. Feedback from our customers allows us to polish our approach and fine-tune our way of doing business **What do you dislike about Nicereply?** switching between user records can be a pain. Aside from that, not too much more i don't like :) **Recommendations to others considering Nicereply:** keep up the good work guys! make more colours available for selection! **What problems is Nicereply solving and how is that benefiting you?** increased customer service scores ### 33. Nice Way to Track Customer Service **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Accounting | Small-Business (50 or fewer emp.) **Reviewed Date:** June 06, 2018 **What do you like best about Nicereply?** Nice Reply is always a pleasant reminder in every email to take a moment and consider the customer service implications of the message you are sending. **What do you dislike about Nicereply?** I am not sure how many of the people I am e-mailing actually take a moment to use the rating function. I do not seem to have many ratings thus far. **Recommendations to others considering Nicereply:** Encourage people in your organization to participate in using Nicereply. The more people that provide data the more insight you gain from using this tool. **What problems is Nicereply solving and how is that benefiting you?** This is a great way to make everyone conscious of how the messages they send are being received. It is also a great way to encourage coworkers to improve their customer service skills when seeing the leader board statistics. ### 34. Good system, helped us improve feedback mechanism **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** June 05, 2018 **What do you like best about Nicereply?** For us the biggest benefit is learning about a potential issue before it grows into a big problem. This has allowed our team to improve overall customer service satisfaction and provide with positive feedback that is very helpful in marketing and sales efforts. **What do you dislike about Nicereply?** Would be great to have some more flexibility in when and how feedback is solicited, higher degree of customization, more detailed information about who provided feedback (maybe pre-populating known IPs or domains to identify clients, or tag them so that we know who that particular person is). **Recommendations to others considering Nicereply:** See if features match your requirements, but keep in mind that new features are being implemented. **What problems is Nicereply solving and how is that benefiting you?** As already mentioned - customer feedback is helpful not only when it's positive, but also when it's negative. We find out about problems at the early stages, have an opportunity to correct and ensure positive interaction with our client. Our engineers also appreciate knowing that a particular action, effort or session was especially helpful. ### 35. Allows us to get great data for our support department **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** June 05, 2018 **What do you like best about Nicereply?** The metrics we're able to get are very useful. Using the API to be able to display scores back to our reps and inform our support quality program allows us to constantly improve our craft. **What do you dislike about Nicereply?** Nothing major to note, but small feature and API improvements here and there would be nice. **What problems is Nicereply solving and how is that benefiting you?** We're solving the problem of only having an internal grading system for our support cases. We want to be able to hear what our customers are saying about our work. NiceReply allows us to get customer feedback in ratings and comments. We can use this as a quality metric as well as let it inform us if we have any gaps in our internal grading system. ### 36. Nice-Reply Review! **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Internet | Enterprise (> 1000 emp.) **Reviewed Date:** June 06, 2018 **What do you like best about Nicereply?** It sends out an hour after I close a case, so it is super easy to use and I don't have to think about it. The dashboard shows me when and who said what, which helps me figure out what I need to work on or pay better attention to with my cases. **What do you dislike about Nicereply?** A customer may rate me based on the product or the experience they had before me. These are responses I cannot change and no matter how attentive I was to the client, the feedback hurts my score even though the situation had nothing to do with me. **What problems is Nicereply solving and how is that benefiting you?** We are solving cases and receiving feedback on Glassdoor products while maintaining our service level agreement. **Official Response from Viktor Magic:** > Hi there, another user ask about the exact issue. This is a possible solution for you as well. Copy/paste my response bellow: "It happens that customers rate negatively a content of the message which agent can do nothing. In this situations CS manager must make a clear difference between agent willingness to solve a case and her/his limitation to actually do it. Good solution is to add a new user called e.g. "general issues". Every bad rating which is caused by a company limitation can be assigned under this account. There is an edit option next to every ticket however only admins are allowed to edit ratings." ### 37. Great feedback for teams **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** June 06, 2018 **What do you like best about Nicereply?** NiceReply makes it easy to see where the trouble tickets are, and therefore which processes we need to review. **What do you dislike about Nicereply?** Getting users to submit replies is a challenge. Nice reply makes it easy for users to submit their review, so I do not blame NiceReply for this. **What problems is Nicereply solving and how is that benefiting you?** I like how the team is able to see which tickets are good and which ones need improvement. Super easy to find out what users actually think. ### 38. keeps us in the know! **Rating:** 5.0/5.0 stars **Reviewed by:** Monica G. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 08, 2018 **What do you like best about Nicereply?** Nice Reply keeps us in the know of how our customers feel about the services our employees are providing them. We are constatly reviewing our nice reply scores for our employees to see where they are falling through the cracks and where they are excelling. **What do you dislike about Nicereply?** at this point there isnt anything i dislike about nice reply. **Recommendations to others considering Nicereply:** I would recommend anyone who has an outside customer base who interacts with their employees to use nice reply as it will improve your knowledge of how well your employees are helping your customers on a daily basis. **What problems is Nicereply solving and how is that benefiting you?** keeping up to date with training our employees when needed based on our customers' replies. ### 39. Easy for quick replies **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Business Supplies and Equipment | Small-Business (50 or fewer emp.) **Reviewed Date:** February 06, 2019 **What do you like best about Nicereply?** Easy quick business tool for email management and surveys. **What do you dislike about Nicereply?** Nothing that I don’t like. Very easy to use. **What problems is Nicereply solving and how is that benefiting you?** Email management, feedback and email surveys. ### 40. Great and easy to use tool for CSAT metrics **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** June 06, 2018 **What do you like best about Nicereply?** It is straight forward for customers to provide feedback which leads to us receiving more assessments than we typically would. The dashboard tool has a clean and easy-to-use UI so it's very easy to quickly grab the metrics you need or get an overview on how a team is performing. **What do you dislike about Nicereply?** It would be nice to have more options or customizations for soliciting feedback. It would be a nice tool to be able to leverage NiceReply for a large email campaign to ask for feedback on a proactive basis. **What problems is Nicereply solving and how is that benefiting you?** We use it to gather data on CSAT which we use a metric to evaluate our team's performance. ### 41. Best solution for getting feedback on customer service **Rating:** 5.0/5.0 stars **Reviewed by:** Lucia D. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 07, 2018 **What do you like best about Nicereply?** Nicereply allows me and my colleagues to get the feedback we need to improve our communication with our customers. **What do you dislike about Nicereply?** As a part of a customer service team, for me personally there is anything I dislike about Nicereply. **What problems is Nicereply solving and how is that benefiting you?** We can detect the problems in communication with our customers and work on it, but also we can see what we do right, because satisfied customers leave you also good feedback. ### 42. Very Nice!!! **Rating:** 5.0/5.0 stars **Reviewed by:** Larry A. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 06, 2018 **What do you like best about Nicereply?** I love being able to get real-time feedback from our members on interactions that we have with them **What do you dislike about Nicereply?** There is not anything that I can think of right now that I dislike about NiceReply **Recommendations to others considering Nicereply:** Nicereply is a quick and easy tool to get feedback on customer interactions. **What problems is Nicereply solving and how is that benefiting you?** We are able to address Customer Satisfactions Scores as well as time to the resolution based on the nice reply information ### 43. A better way to troubleshoot concerns **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Games | Mid-Market (51-1000 emp.) **Reviewed Date:** June 05, 2018 **What do you like best about Nicereply?** We often have players follow up through NiceReply with additional information or context that was omitted through the initial email. Having that context is crucial in troubleshooting concerns and understand how to better address their needs. **What do you dislike about Nicereply?** Sometimes it can be difficult to direct players to a NiceReply option or have them accidentally replay via NiceReply and not through our normal email means due to our demographic. Regardless of customization, this can be difficult with older individuals. **What problems is Nicereply solving and how is that benefiting you?** Better addressing whether or not we have any issues with our macros or responses. This helps us find out if there are better ways to communicate and respond to concerns. ### 44. Great Software! **Rating:** 5.0/5.0 stars **Reviewed by:** Walter Q. | Director of Client Success, Internet, Mid-Market (51-1000 emp.) **Reviewed Date:** June 06, 2018 **What do you like best about Nicereply?** I love the options given and that we are able to tie it into our ticket system. The NPS system is also awesome! **What do you dislike about Nicereply?** The software is actually full service and I have ZERO complaints about it. **Recommendations to others considering Nicereply:** One stop shop for client feedback. it links right back to the ticket in question. **What problems is Nicereply solving and how is that benefiting you?** We have a great understanding of what our customers thinks of both our company and our staff ### 45. Fantastic Service! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Business Supplies and Equipment | Small-Business (50 or fewer emp.) **Reviewed Date:** June 07, 2018 **What do you like best about Nicereply?** I love that our customers have the ability to give us their feedback. Most of the feedback we get is positive, it really gives you a sense of confidence that you were able to help someone and be recognized for it **What do you dislike about Nicereply?** The only thing I don't care for is the large gaps in between scores. I.e. 1/5/10. This gives the customer the ability to give you a bad score when they may not have meant to **What problems is Nicereply solving and how is that benefiting you?** Nice reply gives us the benefit of getting feedback regarding each of our reps directly from our customers. Which allows us to deal with issues head on. ### 46. Helpful and happy **Rating:** 5.0/5.0 stars **Reviewed by:** Thang N. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 06, 2018 **What do you like best about Nicereply?** I like that we can see the customers feedback immediately if they choose to rate us, this tells I'm doing the right thing or something I need to improve on. **What do you dislike about Nicereply?** Something that I would like to have integrated/ implanted is to follow where the rating is coming from - like to follow the customer that gave you the rating. **What problems is Nicereply solving and how is that benefiting you?** It allows us to get great positive feedback from customers, and it also allows customers a way to voice any dissatisfaction with us without going out on the internet for everyone to see. This allows us to make things right with the customer fast. ### 47. Easy and Effective **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Apparel & Fashion | Mid-Market (51-1000 emp.) **Reviewed Date:** June 06, 2018 **What do you like best about Nicereply?** I like that we can see the customers feedback immediately if they choose to rate us, this tells I'm doing the right thing or something I need to improve on. **What do you dislike about Nicereply?** Something that I would like to have integrated/ implanted is to follow where the rating is coming from - like to follow the customer that gave you the rating. **Recommendations to others considering Nicereply:** It is very easy to use, shows data **What problems is Nicereply solving and how is that benefiting you?** I like the fact that the customer can give you a rating after you reply to their emails and sometimes it feels really good when they give you a really good rating with some nice comments. ### 48. Experience with NiceReply **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Internet | Small-Business (50 or fewer emp.) **Reviewed Date:** June 07, 2018 **What do you like best about Nicereply?** I like the fact that the clients can be honest with their experience. **What do you dislike about Nicereply?** I wish they could update their experience once we addressed their first issue. **Recommendations to others considering Nicereply:** I would definitely implement this product if working with clients head on. it is a great way to improve your skills by their critics, but it also allows the client to feel heard. I know from my experience with working with clients, letting them voice their opinions helps build a stronger relationship. **What problems is Nicereply solving and how is that benefiting you?** With our department, Nicereply is very beneficial, because we are the first stop for the client, if they have a bad experience with us, it could start their relationship off badly with the rest of the company. With Nicereply it allows the client to really express what seems to be the issue and it allows us to improve for the next time. ### 49. Easy to use **Rating:** 5.0/5.0 stars **Reviewed by:** Victor D. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 06, 2018 **What do you like best about Nicereply?** It's easy to sort through and when there is a review that needs to be moved, support is prompt. Allowing us to move seamlessly between reviews and tickets allows for an efficient coaching and training process. **What do you dislike about Nicereply?** Nothing really to dislike, simple to set up and navigate. **What problems is Nicereply solving and how is that benefiting you?** We are able to identify common issues among our customer base and take necessary steps to resolve these issues and improve our team for better service moving forward. It's simple to link with our ticket system for easy access to the source of said issues and offers us a chance to streamline our coaching and training. ### 50. Gets the job done, and well **Rating:** 4.5/5.0 stars **Reviewed by:** Dan T. | Freelance Writer, Mid-Market (51-1000 emp.) **Reviewed Date:** June 07, 2018 **What do you like best about Nicereply?** It works seamlessly with my companies helpdesk system, and it's very clear to our customers on how to use it to rate their service. **What do you dislike about Nicereply?** Sometimes the wording of the email sent out automatically can be confusing to the less tech-savvy, but that's a minor gripe. **What problems is Nicereply solving and how is that benefiting you?** It helps us keep a pulse on how our service is holding up, with very clear stats. ## 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=5§ion=pricing&secure%5Bexpires_at%5D=2026-07-15+09%3A23%3A39+-0500&secure%5Bsession_id%5D=c680b5c9-6837-485e-938b-c196dbd48d93&secure%5Btoken%5D=1dece4687e2a2d7ff29eb0301f1b326bb06ff92419707ae85248190c26dc031f&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 - [AskNicely](https://www.g2.com/products/asknicely/reviews) - 4.7/5.0 (1,029 reviews) - [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 (164 reviews)