The one thing that sticks out to me about this company is that when we first started with them we did not exactly fit the mold that we wanted to use Nicereply for. When I spoke to someone there they told me what I was looking for was actually in development and they allowed me to stay on a trial and kept me updated on the progress of the development that I needed. That showed me they valued not only the customer but had faith that their product was going to fit our needs.

I do not have any con's at this time. Every time I have reached out to customer support I get top notch service.

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.

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.

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.

It´s easy, feedback.

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.

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

Wonderful service, when it comes to satisfication reports this should be the one you want to use.

I like you easy it is to compile a weekly, daily or monthly report. It can be integrated with ticketing software. You can only filter by low rating in order to identify trends.

I like the service a lot, however, I feel that it's UI can be improved into a more modern layout to have a better experience.

Customer feedback and interaction.

Has great features and their support is great and friendly. I have never had a problem with anything on here.

none really. The software does everything we want it to do. In the past we had an issue with reviews being given to wrong people due to customer error, however, support was great in making sure we were able to reassign them!

The clear stats we now have to track our mission as customer service. By connecting it to our Zendesk we always know where we stand with our own customers.

Sometimes the automated emails can be a bit confusing to the less tech-savvy. It asks for a reply above the line which confuses some folks who don't realize you just simply reply to the email.

This product was easy to set up and integrate with our Salesforce Service Cloud Email-to-Case to collect feedback from client's regarding their case resolution

I think they may be a little less "feature-rich" than some of their competitors but it does great for what we need it for

As a team member, it helps me track and make sure I am continuing to live our companies core values.

The ability for us to get almost instant feedback from our customers after an interaction, allows us to make on the fly adjustments and track trends with team members. And the helpful articles that explore effective customer service techniques.

The dashboard could be a little bit more robust I think. I wish there were more metrics to compare and help us track more effectively.

Our survey responses increased by 50%. We were able to measure with a 10 point scale as opposed to a 2 point scale. Weekly reports are sent to me which ensures that I am pushing out the results to my Team.

Nicereply is easy to use, easy to setup, and easy to integrate. The system is robust from a measurement standpoint and engaging for the user. The visual indicators of satisfaction, make it very easy for the user/customer to quickly rate service, effort, or opinion of our services.

There is not much to not like about Nicereply. It's not a full featured survey platform, so I use a different product for things outside of its wheelhouse.

It's easy to read and the information is super clear

The weighting of the scales is inefficient

Great way to assess and keep track of Support team effectiveness.

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. I am excited to see this evolve and grow over time.

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 not effective. It gets frustrating at times but I guess it is just part of the job and is something that will be tweaked over time.

A better idea of where customers stand and what adjustments to make to further enhance our reputation, image, and quality of service (not listed in order of importance).

We are able to access additional feedback from customers who aren't particularly internet savvy and think they're emailing us (we get the full message!). Plus, when you have customers who are ecstatic, you get to review their feedback as well! Great for encouraging your staff.

Not so much a dislike about the software as it is a mild frustration on not being able to remove negative feedback from the overall score when it had nothing to do with the situation (i.e. rating of 1, reason: my street was flooded and the mailman refused to delivery my package anyway).

As a Customer Support Agent this platform allows me to see how I am doing overall, look for trends and the best part is that I can click on the review and it links to the case I worked in Salesforce. My manager can also see how I am doing and how my team is doing overall. The charts, numbers and colors all make it very easy to use and super clear to read and understand.

The customer is able to leave multiple reviews for the same case. For example if a customer is unhappy about something that is out of my control, such as a product or policy issue, they will continuously hit the "1" or "sad face" and it drops down my average when I get several of those in a row. I would like to see NiceReply put something in place that will prevent the same customer from being able to review more than once!

Real-time feedback from customers during the course of a help ticket, so we can gauge their feelings about support before resolution is found

Gives our customers a chance to leave feedback that they otherwise wouldn't think about leaving. We get another chance to respond to their comments and concerns with a rating they provide.

Haven't had to engage support for any concerns, so not sure how well that would be. This may have more to do with our implementation but we have customers responding to NiceReply with information that they should provide to our support staff, thus confusion regarding "where do I leave comments if issues unresolved?"

You have in one place 3 different customer satisfaction metrics with various and detailed settings. We are mostly using CSAT so for me the best features are: - Helpdesk integration - Instant ratings - Easy rating page customization - Intuitive interface

I miss some statistics e.g. real-time comparison with other NR users, conversion rates... (it used to be in the past in beta version of "Labs" section :) As an admin I have an option to set goals for my team - it would be great, if these goals are visible to the agents as well (ideally a widget that could be displayed on a separate screen :))