All Nicereply Reviews
1-25 of 282 Reviews
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Dan
Verified reviewer
Wholesale, 201-500 employees
Used daily for less than 12 months
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.
PROSNiceReply 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.
CONSThere'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
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.
PROSDefinitely 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.
CONSEven 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
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.
PROSAllows 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.
CONSIf people hit low numbers they often don´t bother to write what exactly made them do it or they do it anonymously.
Michael
Verified reviewer
Information Technology and Services, 201-500 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
FUNCTIONALITY
5
Reviewed September 2021
Understand what your customers think of you
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.
CONSI'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.
Michelle
Verified reviewer
Internet, 201-500 employees
Used weekly for more than 2 years
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.
PROSThe 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.
CONSSome 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.
Sebastian Alexander
Verified reviewer
51-200 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed June 2018
It's a easy app that helps you to understand your customer needs & react instantly to problems
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.
CONSWhen 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.
Daniel
Verified reviewer
51-200 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed November 2017
We needed customer feedback and NiceReply helped us get the feedback that we wanted.
Great software for collecting feedback on your staff. Easy to use and fairly customisable to suit most helpdesk applications.
PROSWe'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.
CONSThe 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
Zachary
Verified reviewer
Computer Software, 51-200 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed June 2018
I use NiceReply on a daily basis and it's great to manage representative's QA.
I like how easy it is to get a high-level overview of what customers think about each representative.
CONSThere aren't many downsides to the software. If I had to pick one I'd say it is not a lot of customers leave comments but that isn't NiceReply's fault.
Daniel
Verified reviewer
Computer Software, 11-50 employees
Used daily for less than 6 months
OVERALL RATING:
5
EASE OF USE
3
VALUE FOR MONEY
3
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed January 2019
Excellent tool, my opinion counts
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.
PROSQuality 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.
CONSSo 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.
Angus
Verified reviewer
Consumer Electronics, 51-200 employees
Used weekly for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed June 2018
Easy and important feature you need to add to your support emails
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
CONSThe 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.
Aubrey
Computer Software, 201-500 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
FUNCTIONALITY
5
Reviewed June 2018
Great addition to our team!
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.
PROSMy 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.
CONSI 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
Christi
Staffing and Recruiting, 201-500 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed July 2018
Excellent Product! Very Easy to Use!
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.
CONSThe 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!
Je
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed June 2018
Does exactly what i need it to do!
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
CONSMay 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
Hollie
Internet, 11-50 employees
Used monthly for less than 6 months
OVERALL RATING:
4
EASE OF USE
3
CUSTOMER SUPPORT
5
FUNCTIONALITY
3
Reviewed July 2020
It's not quite there yet, but it's a good tool so far.
Nicereply allows us to see who's responded to our surveys, and follow up on these. Good reporting for CSV exports so we can keep the statistics. Their support team have come back on a few questions/ queries our team have had so far, so support-wise they're responsive.
PROSNicereply is a relatively inexpensive simple tool and allows us to send Net Promoter Surveys to our clients to check in with how we're doing. The dashboard and reporting are pretty good, allows us to see who's responded, and send reminders to those who haven't which is great.
CONSNicereply as an application feels like it's still in it's Beta phase. There's functionality not yet included that's present in other platforms that do this, and a few stopping points. Creating a campaign survey, design is limited (you can add your custom brand colours) - or you can copy the survey code and use a different platform to send it from e.g. Mailchimp - but this means you can't send reminders. We created a few test surveys first to see what we could do, things we found were: - if you're working with a global team, you'll find you'll need to change the timezone in settings to schedule campaigns properly. - you can't change contact lists once you've set up the campaign - you can send tests and these come through quickly, although as soon as you send the campaign (even if to a 'test contact list') you cannot send it again, nor send tests. So if you made a mistake, once it's gone - it's definitely GONE! - relating to my previous point; I created a campaign and sent the campaign to my team to check it using a test contacts list (rather than using send test, because I also wanted to test the scheduling tool). My team came back with changes, but because the campaign was in 'sent' status- I couldn't make the edits, nor duplicate the campaign to save time. Whilst I see the logic of this, in that if the campaign is Sent it shouldn't be editable in post, other platforms (dotmailer / mailchimp) do offer functionality to copy campaigns, resend etc.
Monica
Information Technology and Services, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed June 2018
Keeps you in the know!
I love nice reply because it always helps you see where your customers are enjoying your support and when they are not. Additionally, you can also see how your employees are handling interactions with your customers so that you can train those who need a little extra training or praise those who are going above and beyond for our customers!
CONSi do not think there is anything that i dislike of nice reply. They have always provided the support i need when i needed it and its an all around great product that i would definitely recommend.
Ashton
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed July 2018
Clear and concise! I love NR. :)
Easy to read results, easy for customer usability. I like seeing that the customers can rate both the service and the product. I am excited to see this evolve and grow over time.
CONSI don't like that our customers do not always use the rating system correctly, and will reply within the NR comment box instead of the actual thread. I also don't like when I am rated a lower score that it will bring my overall score down when the customer is rating me for a policy, rather than my own effectiveness as an employee.
Salman
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed June 2018
I enjoy the comprehensive feedback from our merchants for both CSAT and CES - great tool!
Metric, performance, CSAT, graphic datas and much more - clear pictures :)
PROSNiceReply really helps us to identify any merchant problems and provide clear solution, this tool is really effective in my job along with our team and evaluate our performance weekly - so far love NiceReply tool!
CONSMaybe more options or perks or awards - also sometimes I notice wrong rating will still apply to me after transfer case to other person - maybe need little improvements to fix issues.
Anonymous
1,001-5,000 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed July 2018
Easy to implement and use, change to the API has made it tough to identify the rating origin
Customer feedback, team training
PROSI 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.
CONSIt'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.
Julia
Computer Software, 11-50 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed June 2018
Extremely easy to use and allows for customers to easily provide feedback
It's not always easy to get positive feedback from customers and this service allows for that to happen easily.
PROSI like most the ease of use for both implementations and for customers to provide feedback. It's a great service to offer your customers an easy way to tell you how you are doing.
CONSI wish it was a 5 star system instead of 10. 10 Stars confuse customers when 5 is the norm in most cases.
Nomfundo
Retail, 501-1,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed September 2021
Great survey analysis platform.
It is a brilliant platform that helps us obtain accurate statistics from all our communication platform.
PROSThe data is easy to extract, filter and read. Educating an agent using the extraction is simple and effective.
CONSIt would be nice if the platform had real time monitoring so that our team can see the effects of their efforts as soon as the surveys come through.
Philip
Information Technology and Services, 501-1,000 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed June 2018
Easy to use interface, reliably gets the message to us from our customer base.
Consistent, reliable feedback on our service from our customers and partners, this is all facilitated smoothly by the easy to use nature of Nicereply.
PROSI most like how simple the interface is and how it easily integrates with our ticketing systems. This pretty much ensures that we get a reliable stream of customer feedback.
CONSI believe the software works well, it is difficult to get consistent feedback from customers, even, or especially, when you are doing a good job! I have never had that problem with Nicereply.
Chris
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed July 2018
NiceReply is a great metric tool for our business!
We love how easy it is to integrate with existing support platforms. Currently, we use Front to handle client communications and support - NiceReply seamlessly integrates with Front and allows us to move hot button issues to the right person automatically, as well as nurture and collect more info on the happiest clients!
CONSWould love some more customization of each survey, and the ability to run specific surveys to specific customer groups. Currently, I find that NiceReply is a bit limited when it comes to look and feel of surveys. Being able to embed these within our product would be a huge plus as well!
Gwendolyn
Computer Software, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed July 2022
Nicereply is easy to set up and use
Very easy to set up, see results, and track different users stats/comments/complaints/etc.
CONSWould have loved for it to be more customizable, the standard look is a bit old-school.
Reason for choosing Nicereply
Easiest to set up and use for the price.
Will
Financial Services, 201-500 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed June 2018
Easy, reliable data
Ease of use, great data, accountability for our support team, gives a voice to our users. The system is easy to navigate and the data is easily accessible.
CONSNothing! It does exactly what I need it to. The only con I can think of is when I get a negative reply myself ;)
Seema
Consumer Goods, 11-50 employees
Used daily for less than 12 months
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
3
FUNCTIONALITY
4
Reviewed September 2018
Saves Us So Much Time
We were tracking customer satisfaction using various methods which made analysis tedious. Having the various methods in one place solved this problem and allowed us a clearer view of where we stood in terms of our customer service.
PROSIt really is an all in one customer satisfaction survey tool which make its easy to capture your customer's satisfaction from different aspects. The dashboard allows you to see all pertinent statistics in one place which make comparison very easy. It also allows for creation of extremely professional looking surveys.
CONSIntegrations with other softwares/ platforms are quite limited.