Nicereply

RATING:

4.8

(285)

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...

Awards and Recognition

FrontRunner 2021
Software Advice's FrontRunners report ranks top products based on user reviews, which helps businesses find the right software.

Nicereply Pricing

Mini plan - $49/month billed monthly, $39/month billed yearly (up to 100 received ratings) Start plan - $99/month billed monthly, $79/month billed yearly (up to 250 received ratings) Grow plan - $199/month billed monthly, $159/month billed yearly (up to 1,000 received ratings) Business plan - $299/month billed monthly, $239/month billed yearly (up to 2,500 received ratings)

Starting price: 

$59.00 per month

Free trial: 

Available

Free version: 

Not Available

CSAT, NPS & CES Surveys

Nicereply Reviews

Overall Rating

4.8

Ratings Breakdown

Secondary Ratings

Ease-of-use

4.5

Customer Support

4.5

Value for money

4.5

Functionality

4.5

Most Helpful Reviews for Nicereply

1 - 5 of 282 Reviews

User Profile

Dan

Verified reviewer

Wholesale, 201-500 employees

Used daily for less than 12 months

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed January 2019

Best CSAT Survey Software on the Market!

Our ticket system has a very limited native survey component which is essentially binary (Good or Bad). NiceReply has given us the ability to see how well our technicians perform on a scale of 1 to 10. In addition, we use three emojis to elicit a response to our survey which has improved overall completion rates.

PROS

NiceReply is easy to setup and maintain. It integrates seamlessly with Zendesk, which has expanded our ability to measure our CSAT scores. It's a very affordable solution that includes a very pleasant interface for the survey respondent.

CONS

There's not a lot to dislike about this software. It's been an excellent addition to our service desk.

Emily

Consumer Goods, 11-50 employees

Used daily for less than 6 months

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

4

EASE OF USE

5

VALUE FOR MONEY

4

CUSTOMER SUPPORT

5

FUNCTIONALITY

4

Reviewed August 2019

Easy to use

Overall, I definitely recommend especially for teams on a budget and not much time to onboard. The process was quick, easy and the Nice Reply team is super helpful.

PROS

Definitely one of the more customize-able programs when it comes to overall look. We were able to create surveys that look just like all of our other branding. Nice Reply is super easy to use and their support team is always available for any issues no matter how small. They helped on board our global team and translations are a breeze.

CONS

Even though visual customization is great, there's not much wiggle room with the program itself. We hit a few roadblocks trying to adapt surveys for specific purposes other than CSAT and NPS.

Reason for choosing Nicereply

Price, accessibility for global team, visual customization

Paula

Retail, 2-10 employees

Used weekly for less than 12 months

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

3

EASE OF USE

5

VALUE FOR MONEY

4

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed June 2018

Effective to see customers hitting high numbers and even better when they leave nice comments.

It´s easy, feedback.

PROS

Allows me to see satisfaction and feedback from my clients which is awesome. Means that I am doing something right! Everybody loves good reviews after all.

CONS

If people hit low numbers they often don´t bother to write what exactly made them do it or they do it anonymously.

User Profile

Michael

Verified reviewer

Information Technology and Services, 201-500 employees

Used daily for more than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

4

EASE OF USE

4

FUNCTIONALITY

5

Reviewed September 2021

Understand what your customers think of you

PROS

The ease of use to (re-)connect with your customers to get their opinion about your conversation, the help you provided them, or the support you gave.

CONS

I'm not entirely sure why this is: we use "smiley faces" to get a customer satisfaction score and these images are not always visible within the email.

User Profile

Michelle

Verified reviewer

Internet, 201-500 employees

Used weekly for more than 2 years

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

4

EASE OF USE

5

FUNCTIONALITY

4

Reviewed August 2018

Great software for our company

The reviews we receive from customers on Nicereply is really helpful in gauging how our agents respond and what policies work and don't work. It's great to receive many positive reviews, and we strive to improve practices based on feedback from negative reviews.

PROS

The tool is helpful in finding trends in how our customer service agents respond. The site is easy to navigate, and I like that I'm able to check reviews for different groups of agents as well as different time frames.

CONS

Some customers tend to leave multiple ratings, which can skew the average. The dropdown menu with agents' names used to be alphabetical, but now it's not which makes it hard for me to find a specific person and check their reviews.