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.

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.

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

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.

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.

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.

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.

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.

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.

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.

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.

Great software for collecting feedback on your staff. Easy to use and fairly customisable to suit most helpdesk applications.

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.

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.

I like how easy it is to get a high-level overview of what customers think about each representative.

There 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.

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.

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.

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.

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

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.

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.

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.

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.

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!

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

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

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.

Nicereply 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.

Nicereply 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.

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!

i 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.

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.

I 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.

Metric, performance, CSAT, graphic datas and much more - clear pictures :)

NiceReply 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!

Maybe 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.

Customer feedback, team training

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.

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.

It's not always easy to get positive feedback from customers and this service allows for that to happen easily.

I 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.

I wish it was a 5 star system instead of 10. 10 Stars confuse customers when 5 is the norm in most cases.

It is a brilliant platform that helps us obtain accurate statistics from all our communication platform.

The data is easy to extract, filter and read. Educating an agent using the extraction is simple and effective.

It 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.

Consistent, reliable feedback on our service from our customers and partners, this is all facilitated smoothly by the easy to use nature of Nicereply.

I 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.

I 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.

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!

Would 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!

Very easy to set up, see results, and track different users stats/comments/complaints/etc.

Would have loved for it to be more customizable, the standard look is a bit old-school.

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.

Nothing! It does exactly what I need it to. The only con I can think of is when I get a negative reply myself ;)

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.

It 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.

Integrations with other softwares/ platforms are quite limited.