--- title: "Nicereply Reviews, Pros and Cons - 2026 Software Advice" description: "Reviews of Nicereply. Learn how real users rate this software's ease-of-use, functionality, overall quality and customer support. Talk to our advisors to see if Nicereply is a good fit for you!" source_url: "https://www.softwareadvice.com/survey/nicereply-profile/reviews/" page_type: "reviews" language: "en" --- 1 million+ businesses helped. Get advice Get Free Advice [Home](https://www.softwareadvice.com/) / [NPS Software](https://www.softwareadvice.com/customer-experience/nps-comparison/) / [Nicereply](https://www.softwareadvice.com/survey/nicereply-profile/) / Nicereply Reviews Software Advice offers objective insights based on verified user reviews and independent product and market research. When our advisors match you to a software provider, we may earn a referral fee. [Overview](https://www.softwareadvice.com/survey/nicereply-profile/) Reviews [Alternatives](https://www.softwareadvice.com/survey/nicereply-profile/alternatives/) # Nicereply User Reviews ## Reviews summary - Overall rating: 4.7/5 - Total reviews: 283 ### Secondary ratings - Ease of use: 4.7/5 - Customer support: 4.7/5 - Value for money: 4.7/5 - Functionality: 4.6/5 ### Rating distribution - 5 stars: 218 reviews (77%) - 4 stars: 60 reviews (21%) - 3 stars: 3 reviews (1%) - 2 stars: 2 reviews (1%) - 1 star: 0 reviews (0%) ### Most mentioned pros - The prices are the best because if you buy the annual plan it is much cheaper than buying each month is a good offer annual plans - What I like most about the software is that it allows me to see who submitted the review and how they rated the service we provide. - It is a brilliant platform that helps us obtain accurate statistics from all our communication platform. ### Most mentioned cons - The weighting of the scales is inefficient - There's nothing that I don't really like but I also have a pretty narrow use case ## Nicereply customer reviews Showing reviews 1-25 of 283 (page 1). ### Easy way to measure CSat Scores. - Overall rating: 4/5 - Reviewer: Zachary M. - Verified reviewer: Yes - Industry: Computer Software - Company size: 51-200 employees - Product usage: Used daily for more than 2 years - Reviewed: July 2019 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Functionality: 3/5 #### Pros It is easy for customers and looks good at the bottom of the emails. #### Cons A person can click on it multiple times skewing scores. --- ### Nicereply allows our team to provide the best service possible. - Overall rating: 5/5 - Reviewer: LaKell L. - Verified reviewer: Yes - Industry: Real Estate - Company size: 51-200 employees - Product usage: Used daily for less than 2 years - Reviewed: June 2018 - Review source details: This review was submitted organically. No incentive was offered As a team member, it helps me track and make sure I am continuing to live our companies core values. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros 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. #### Cons 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. --- ### Best CSAT Survey Software on the Market! - Overall rating: 5/5 - Reviewer: Dan C. - Verified reviewer: Yes - Industry: Wholesale - Company size: 201-500 employees - Product usage: Used daily for less than 12 months - Reviewed: January 2019 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. 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. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### 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. --- ### Very Easy to Use and Effective - Overall rating: 5/5 - Reviewer: MaryJane C. - Verified reviewer: Yes - Industry: Computer Software - Company size: 11-50 employees - Product usage: Used daily for more than 2 years - Reviewed: June 2019 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Functionality: 4/5 #### Pros 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 #### Cons 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 --- ### It's a easy app that helps you to understand your customer needs & react instantly to problems - Overall rating: 5/5 - Reviewer: Sebastian Alexander G. - Verified reviewer: Yes - Company size: 51-200 employees - Product usage: Used daily for less than 2 years - Reviewed: June 2018 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros I like the most that you can see daily what your customers think about your customer service, it's easy to use & helps your company at all levels due to the fact that sometimes customers don't have a place to write what they like or dislike about your services. #### Cons When someone press a bad face or a bad mark by mistake don't have an option to confirm something like: Are you sure? or something similar. --- ### We needed customer feedback and NiceReply helped us get the feedback that we wanted. - Overall rating: 5/5 - Reviewer: Daniel T. - Verified reviewer: Yes - Company size: 51-200 employees - Product usage: Used daily for less than 12 months - Reviewed: November 2017 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Great software for collecting feedback on your staff. Easy to use and fairly customisable to suit most helpdesk applications. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros We've used a few other software providers and as soon as the word "NPS" is used the price point increases substantially. NiceReply allowed us to do NPS Surveys AND CSAT in the same software. It also allowed us to use a custom domain which is also another rare feature. #### Cons The only downside I found is that the NPS Scoring pages are all branded and you need to contact their support to remove the branding. #### Vendor response Thanks :) Replied November 2017 --- ### Effective program to track customer satisfaction metrics - Overall rating: 4/5 - Reviewer: Bryan P. - Verified reviewer: Yes - Industry: Internet - Company size: 51-200 employees - Product usage: Used weekly for more than 2 years - Reviewed: March 2020 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Overall it has helped to build metrics for our client support operation, it gives us something to build off of as opposed to before offering clients any type of satisfaction based response tool. #### Ratings breakdown - Ease of use: 4/5 - Functionality: 4/5 #### Pros I like that it can easily be added to an email to clients and allow them to click to access the submission. It also is easy to receive notifications and track the submitted information. #### Cons No big cons in particular, it's a pretty straight forward software in that you build a survey or metric based response for the customer. --- ### Excellent tool, my opinion counts - Overall rating: 5/5 - Reviewer: Daniel P. - Verified reviewer: Yes - Industry: Computer Software - Company size: 11-50 employees - Product usage: Used daily for less than 6 months - Reviewed: January 2019 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Exceptional tool to provide an accurate and guaranteed quality response as our technological services. It is for them that the use of Nicereply will increase each time. Happy with the results provided. #### Ratings breakdown - Ease of use: 3/5 - Value for money: 3/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros Quality is important, and with Nicereply we ensure that each customer receives the right attention, as we offer guaranteed quality. The tool forces us and makes us much more professional when it comes to offering technological services. The control panel allows us to operate effectively when responding to customers, very satisfied, not others, but having the tool, we respond immediately and accurately. #### Cons So far, it allows us to demonstrate that responding with quality is also possible, however, it is heavy at the moment of opening a personalized response. --- ### Easy and important feature you need to add to your support emails - Overall rating: 5/5 - Reviewer: Angus M. - Verified reviewer: Yes - Industry: Consumer Electronics - Company size: 51-200 employees - Product usage: Used weekly for less than 2 years - Reviewed: June 2018 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros The software is easy to use and provides clear feedback to our company about how happy customers are with our support. It's simple and easy to use on both sides, so we have lots of feedback that helps us improve and better support our customers #### Cons The ease of use for the customers comes at a drawback that there is less information on other details (how many times they wrote in to us, more details on how truly satisfied they were. That said, it is a great tool, and it's tough to add more details without getting fewer customer responses. --- ### Great product, even better support! - Overall rating: 5/5 - Reviewer: Edward G. - Verified reviewer: Yes - Industry: Internet - Product usage: Used daily for less than 12 months - Reviewed: July 2018 - Review source details: This review was submitted organically. No incentive was offered More actionable customer feedback! #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros NiceReply is the easy NPS/CSAT product to set up and implement. Our team has been able to get so much more feedback from customers since setting it up! #### Cons The pricing is a bit higher than we would like to spend, but the overall value makes up for it easily. --- ### One of the best feedback solutions on the market - Overall rating: 5/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Information Services - Company size: 51-200 employees - Product usage: Used daily for more than 2 years - Reviewed: November 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. We have been using Nicereply within our team for more than 4 years, especially the CSAT function. If you are looking for user-friendy solution for getting rated from your customers, NR is the best you can choose. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros + I really appreciate the ease of use of this product. The user interface is clear, understandable and user-friendly + the customer support is great. If you contact them, they respond quickly + instant ratings: customers do not need to fill out long forms, they can rate the agent's answer just by clicking + many integration possibilities #### Cons - missing mobile application :( - sometimes problems with e-mail notifications (duplicate messages) - more customizable rating pages --- ### Easy to implement and use, change to the API has made it tough to identify the rating origin - Overall rating: 4/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Internet - Company size: 1001-5000 employees - Product usage: Used daily for less than 2 years - Reviewed: July 2018 - Review source details: This review was submitted organically. No incentive was offered Customer feedback, team training #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros I like that this is easy to use for both my growing team and for our customers. Feedback is a crucial metric for our team and without NiceReply we'd have a tougher time scaling our training on communication best practices. #### Cons It's frustrating implementing the NiceReply snippet into our shared inbox (Front) signature. The snippet doesn't play nice with Gmail page breaks. I'm not entirely sure who this falls out. Additionally, some recent changes have made it difficult to identify the origin of the rating, taking away valuable information. --- ### Great and useful but the customers do not use it correctly - Overall rating: 5/5 - Reviewer: Heather W. - Industry: Online Media - Company size: 51-200 employees - Product usage: Used daily for more than 2 years - Reviewed: June 2018 - Review source details: This review was submitted organically. No incentive was offered Great way to assess and keep track of Support team effectiveness. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros 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. #### Cons 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. --- ### Great addition to our team! - Overall rating: 5/5 - Reviewer: Aubrey L. - Industry: Computer Software - Company size: 201-500 employees - Product usage: Used daily for less than 2 years - Reviewed: June 2018 - Review source details: This review was submitted organically. No incentive was offered 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. #### Ratings breakdown - Ease of use: 5/5 - Functionality: 5/5 #### Pros 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. #### Cons 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. #### Vendor response Aubrey, you can try Nicereply widget for Zendesk to have all your metrics rights next to tickets: https://support.nicereply.com/hc/en-us/articles/360000618052-Nicereply-widget-for-Zendesk-installation Replied July 2018 --- ### Big big fan of Nicereply. We glean a lot of valuable information from their tools. - Overall rating: 5/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Consumer Electronics - Company size: 51-200 employees - Product usage: Used daily for more than 2 years - Reviewed: July 2018 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Very easy to set up and maintain. We integrate with Zendesk and the setup is pretty quick and painless. #### Cons Probably just that the forms aren't as customizable as I would like. We would love to make our forms significantly more branded. --- ### Simplest way to measure customer effort - Overall rating: 4/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 51-200 employees - Product usage: Used daily for less than 2 years - Reviewed: October 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 3/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros It's a simple way to measure customer effort. It's easy to create surveys and integrate them into platforms you already have. #### Cons It's a little costly. We also have encountered some bugs with duplicate entries they never fixed. Support isn't easily accessible from the platform and they can take little while to respond. --- ### A feedback counter like no other - Overall rating: 5/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Entertainment - Company size: 51-200 employees - Product usage: Used weekly for less than 2 years - Reviewed: October 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros We have many possible ways to receive, sort and manage customer feedback and Nicereply is one of this software. Since it is focused just on customer feedback, it provides us little to no problems at all. With the possibility to track trend and manage surveys, it seems really organized. The many possibilities to collect customer feedback is also a great plus to this software. #### Cons Regarding ratings, we have observed that customers can rate at multiple times with different submitted ratings in a day. It can be a little helpful if a customer can submit one rating per stay, this is to ensure that the ratings are authentic. --- ### See how all agents are doing! - Overall rating: 5/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Internet - Company size: 51-200 employees - Product usage: Used weekly for more than 2 years - Reviewed: July 2018 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros This software allows me to see which agents are doing well as far as customers are concerned and which agents need to work on improvement. It gives me a great visual reference #### Cons It's a bit clunky to figure out how to look at different things within this software. Our company has quite a few support agents, and we often have to reconnect NiceReply to the agents... and sometimes it creates double agents, or randomly disconnects them. This is quite annoying. --- ### Great Product to Celebrate the Wins! - Overall rating: 5/5 - Reviewer: Tess B. - Verified reviewer: Yes - Industry: Computer Software - Company size: 51-200 employees - Product usage: Used daily for more than 2 years - Reviewed: May 2021 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Overall its a great product and their support team is friendly and helpful. #### Ratings breakdown - Ease of use: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros We use NiceReply with Front and those two combine help us provide a great customer experience. We love the feedback from Nice Reply and have a Slack integration so our whole company can celebrate the wins. Overall very easy to use and customize. #### Cons I wish it was easier to pinpoint trends in the comments in CSATs. We currently read and manipulate everything manually in a SQL tool as NiceReplys reporting isn't as robust as we need. --- ### Excellent Product! Very Easy to Use! - Overall rating: 5/5 - Reviewer: Christi B. - Industry: Staffing and Recruiting - Company size: 201-500 employees - Product usage: Used daily for less than 2 years - Reviewed: July 2018 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros 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. #### Cons 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! --- ### NiceReply has been our go-to for CS ratings for years. The UI uncomplicated and easy to use. - Overall rating: 5/5 - Reviewer: Jennifer B. - Industry: Computer Software - Company size: 51-200 employees - Product usage: Used daily for more than 2 years - Reviewed: June 2018 - Review source details: This review was submitted organically. No incentive was offered This software allows me to monitor the quality of CS agent communications without auditing ticket by ticket. It's fast, informative, and easy to use. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros We chose and stuck with NiceReply because it is so simple to use, the metrics are easy to understand, and the UI is clean and uncomplicated. It required ZERO additional support to implement, and I've never come across a bug or glitch. For a busy Director of CS, these are imperative and greatly appreciated. #### Cons I would like for additional customer information to be included in the rating emails that arrive to the agent's inbox. It "may" be easier to remediate poor ratings, but it's not a deal breaker by any means. --- ### Does exactly what i need it to do! - Overall rating: 5/5 - Reviewer: Je D. - Product usage: Used daily for more than 2 years - Reviewed: June 2018 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros This Product is Easy to of Use Lower up-front cost Feature rich May meet most of your business needs Support is often included or can be added with a maintenance contract User communities across the internet and forums provides self-help support Quick to deploy All design, development, QA/testing is handled by vendor #### Cons May come with upgrade costs, licensing fees, or per-seat costs Will likely not meet all business needs May include features and functions that are not wanted You may have to change business processes to match the software functionality Will be variably out-of-sync with your business vernacular --- ### Very useful and easy to use tool with clean and intuitive interface. - Overall rating: 5/5 - Reviewer: Gabriel H. - Product usage: Used daily for more than 2 years - Reviewed: July 2018 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros 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 #### Cons 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 :)) --- ### Easy Navigation - Overall rating: 5/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Internet - Company size: 51-200 employees - Product usage: Used weekly for more than 2 years - Reviewed: June 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Feedback is helpful to improve specific areas and services we provide. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Nicereply is easy to use. Locating your stats (and others), overall ratings as a company helps us to keep track of our performance with live customer feedback. #### Cons There aren't any prevalent negatives that I can see. All the kinks have been worked out as far as intuitive functionality. --- ### Love NiceReply, so simple to use and great for keeping track of stats between reps!! - Overall rating: 5/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Real Estate - Company size: 51-200 employees - Product usage: Used daily for less than 2 years - Reviewed: June 2018 - Review source details: This review was submitted organically. No incentive was offered I actually won an award with my company because NiceReply easily tracked my ratings compared to my coworkers and we were able to see I had the highest ranking among every other rep! #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros I love that it easily shows your ranking between you and your peers. I'm able to see exactly where I stand. Also, it links up so easily with Zendesk, you can just click on the ticket number and it takes you right to the ticket you were reviewed on! #### Cons To be honest, I don't have any complaints about NiceReply. It's such a simple and intuitive platform! ## More reviews [Next reviews](https://www.softwareadvice.com/survey/nicereply-profile/reviews/?page=2) --- Nicereply Reviews, Pros and Cons - 2026 Software Advice