Nicereply Pricing, Features, Reviews & Alternatives

Nicereply

Customer Satisfaction Survey, Net Promoter Score & CES 2.0

4.74/5 (267 reviews)

Nicereply overview

What is Nicereply?

Nicereply is a customer satisfaction survey tool built for support teams. Create and send beautiful one-click surveys to measure Customer Satisfaction, Net Promoter Score & Customer Effort Score.

Nicereply helps hundreds of support teams at companies like Microsoft, Lenovo, Hubspot and Buffer to measure and improve the quality of their customer service.

- Measure Customer Satisfaction (CSAT), Net Promoter Score (NPS) and Customer Effort Score (CES) per agent, team or company-wide
- Use Post-resolution email surveys to survey your customers automatically after you resolve a ticket in your helpdesk. Once set, you don’t have to do a thing.
- Use In-signature surveys to ask customers for feedback at the bottom of every email. Act quickly to turn a conversation around, when it starts to derail.
- Increase your survey response rates by 200% by combining in-signature surveys and post-resolution email surveys without sending more emails.
- Integrate Nicereply with your help desk. Nicereply integrates with all the popular solutions like Zendesk, Front, LiveAgent, Freshdesk, Pipedrive, Helpscout and Aircall.
- See your data in your helpdesk and set triggers based on it
- Customize your surveys in terms of branding, visuals, survey questions, rating scales and metrics.
- Recognize your best agents with leaderboards and drill downs stats per team and agent.
- Stay on top of customer experience with regular reports and notifications delivered directly to an email inbox, or slack / MS teams channel.
nicereply.com

Pricing

Starting from
$49/month
Pricing options
Free trial
Subscription
Value for money
View Pricing Plans

Devices

Business size

S
M
L

Markets

United States, Australia, Canada, China, India, United Kingdom

Supported languages

English, Indonesian, Chinese (Traditional), Chinese (Simplified), Dutch and 20 other languages, Spanish, Hungarian, Finnish, Russian, Danish, Norwegian (Bokmal), Korean, Italian, Turkish, Czech, Portuguese, Ukrainian, Swedish, Japanese, German, Irish, Hebrew, Polish, French, Arabic
Nicereply screenshot: Create and send beautiful one-click surveys to measure Customer Satisfaction, Net Promoter Score and Customer Effort Score.Nicereply for Zendesk - Integration overviewNicereply screenshot: Combine in-signature surveys with post-resolution email surveys to get more feedback than ever before.Nicereply screenshot: Customize your surveys to fit your needs in term of content, questions, design and branding.Nicereply screenshot: Trigger surveys after resolving a ticket in your helpdesk. See customer feedback in the same ticket afterwards.Nicereply screenshot: See customer feedback arrive in real-time in the rating feed dashboard.Nicereply screenshot: Net Promoter Score Survey in your emailNicereply screenshot: Customer Effort Score works well on every mobile deviceNicereply screenshot: Collect CSAT via web browserNet Promoter Score in Nicereply

Nicereply user reviews

Value for money
Features
Ease of use
Customer support
  4.7
  4.6
  4.7
  4.7
Zach S.

Nicereply does exactly what it needs too: deliver ratings and statements from email Customers.

Used daily for 2+ years
Reviewed 2018-07-02
Review Source: Capterra

Nicereply provides our team with an immediate understanding of a customer's view of their service. It also allows us to keep our eye on any customers that require additional attention or feel that their service or product experience is incomplete.

Pros
Nicereply knows what its good at and doesn't focus on anything else. The UI is intuitive, basic and helpful. This is a true "meat and potatoes" tool. It provides our team a pulse on our email support and customer contacts.

Cons
As stated previously, Nicereply only does one thing, albeit well. It fulfills its purpose but doesn't bring anything new or cutting edge to the table. You know what you get, the whole time.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 9/10

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Emily M.

Easy to use

Used daily for less than 6 months
Reviewed 2019-08-14
Review Source: Capterra

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.

Pros
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.

Cons
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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 8/10

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Tess B.

Great Product to Celebrate the Wins!

Used daily for 2+ years
Reviewed 2021-05-27
Review Source: Capterra

Overall its a great product and their support team is friendly and helpful.

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.

Rating breakdown

Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Kevin M.

Good idea in theory, but misses the mark when it comes to overall functionality.

Used daily for 6-12 months
Reviewed 2018-07-02
Review Source: Capterra

Pros
It was fairly easy to set up and get running. The supplied good write-ups for getting things installed and connected to things like Zendesk. The graphs are easy to just copy-paste the code and it looks pretty nice.

Cons
If you make a mistake when setting up your reviewing, you have to start from the beginning to fix that mistake, you can't just fix it. I ever reached out to support for help but, after several days of no response, I ended up just deleting all the work I did and starting over from scratch. Only then I heard back from support and they essentially told me to do just that. In addition to this, it's impossible to get an accurate measurement of historic data. I wanted to simply pull my team's average score on a daily basis and report that. First off, they don't allow you to pull this information via CSV or spreadsheet, I had to look at this tiny chart and hover over each day individually. Secondly, I noticed different scores when I changed the date range. For example, I set my date range as May 1st - May 31st and on May 1st, my average team score was 5.93. When I changed my date range to May 1st - June 23rd and looked at May 1st, my average team score was now 6.1. I emailed their support, waited a few days, and heard back that they would check with their engineering team about that. A few days later, they said "The graph has just an informative character and scores are changed a bit so graph doesn't look to "bumpy" when there are multiple different scores every day. " When I pressed more on this, they said that I'd have to change the date range to each day to get accurate historic information, which is absolutely awful. Searching for a replacement for this product...

Rating breakdown

Value for money
Ease of use
Features
Customer support

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Spirit C.

Very Happy They Went Above and Beyond

Used daily for 1-2 years
Reviewed 2018-07-02
Review Source: Capterra

Pros
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.

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Nicereply pricing

Starting from
$49/month
Pricing options
Free trial
Subscription
View Pricing Plans

Mini plan - $49/month billed monthly, $39/month billed yearly (up to 100 received ratings)

Start plan - $99/month billed monthly, $79/month billed yearly (up to 250 received ratings)

Grow plan - $199/month billed monthly, $159/month billed yearly (up to 1,000 received ratings)

Business plan - $299/month billed monthly, $239/month billed yearly (up to 2,500 received ratings)

Nicereply features

API
Activity Dashboard
Alerts/Notifications
Chat/Messaging
Customizable Branding
Email Management
Monitoring
Reporting & Statistics
Reporting/Analytics
Surveys & Feedback
Third Party Integrations

Alerts / Escalation (203 other apps)
Call Center Management (141 other apps)
Knowledge Base Management (179 other apps)
Live Chat (191 other apps)
Mobile Access (139 other apps)
Multi-Channel Communication (191 other apps)
Real-Time Chat (142 other apps)
Self Service Portal (158 other apps)
Support Ticket Management (142 other apps)

Security and privacy

Encryption

Encryption of sensitive data at rest
HTTPS for all pages

Access control

Multi-factor authentication options
This will ask you to sign in with LinkedIn

Videos and tutorials

Additional information for Nicereply

Benefits

Customer Effort Score (CES)
96% of customers who go through high-effort experience will not come back for second purchase. Use CES to identify and improve these experiences.

Net Promoter Score (NPS)
NPS measures the loyalty of customers and divides them to Promoters, Passives and Detractors. Use NPS to build a loyal customer base.

Customer Satisfaction (CSAT)
For every customer who bothers to complain, 26 others remain silent. Stop losing unhappy customers – let them express their feedback in a single click. Track CSAT in every interaction and take immediate action whenever a customer is dissatisfied.

All-in-one dashboard
Get a quick overview of the team's performance with all-in-one dashboard featuring CSAT, CES and NPS ratings, trends and charts.

Real-time feedback
Know what customers think of the brand as soon as they fill in the survey. See all ratings in the rating feed.

See who is the best
Recognize the company's best support teams and agents with leaderboards, based not only on average rating scores, but also on the number of collected ratings.

Design beautiful surveys
Customize rating surveys according to company branding and local language. Or even use API to build it from the scratch.

Integrates with help desk or CRM
Enhance existing Desk, Zendesk, Salesforce or other systems. Start tracking the quality of customer service and let the business grow with the support of happy customers.