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.