Nicereply vs Customer Thermometer Comparison

I like the ease of use for the user, as well as the usefulness of the application for both monitoring common customer complaints as well as the quality of customer service given by employees.

I don't like that sometimes the comments lack context, but it's really up to the data reviewer to determine that.

It's very easy to get the analysis of your support. A number of out of 10 will tell you everything about your support. Feeling happy and encouraged whenever I receive 10/10!!

If we have some more mandatory details which have to share from the customer, will be much helpful. The customer who is rating the ticket must have to tell something about the support request rating.

It is pretty, simple and elegant Easy to use and understand Basically it helped us to understand our customer in everyday transactions, mails are our main point of contact and measuring customer satisfaction helps our business

Somehow some mail servers do not allow having NiceReply with all colors and images, customers have asked us about this links (but actually they do not see the complete image for positive and negative points, they only see an error picture)

The customer can provide feedback which helps agents to see where if anything could have been done to help improve the overall experience.

Customers are able to take the survey as many times as they like for 1 interaction. The survey should be limited to once per interaction with the customer.

Nicereply is straightforward. It's entirely focused on getting feedback from customers, in one of three types of customer feedback surveys. Because of that razor sharp focus, it's very easy to use and implement. We got actionable feedback from customers almost immediately.

Some of the things we needed to change required us to contact customer support.

Has great features and their support is great and friendly. I have never had a problem with anything on here.

none really. The software does everything we want it to do. In the past we had an issue with reviews being given to wrong people due to customer error, however, support was great in making sure we were able to reassign them!

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!

The pricing is a bit higher than we would like to spend, but the overall value makes up for it easily.

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.

Simple integration with tools like Front, allowing us to get feedback directly from customer conversations. Great, fast customer support from a team that cares about their product

For the job we use it for, NiceReply does everything we need. It's sometimes frustrating to see a customer leave a negative rating, with no feedback comment, but that ability to not leave comments surely improves the response rate.

It is Very easy to use. it is very sleek looking. it looks great in Hackervision/ inverted colvers.

I wish it would force more feedback from the people leaving reviews on our work. instead of just a 1

Nice reply is easy to use. The UI is user-friendly and very easy to understand. You get an overview of your survey score without clicking too many buttons

None that i can think of at the moment. Nicereply is a good product tool to gauge customer satisfaction

Very simple and aesthetically pleasing customer-facing widget. User experience for customer is perhaps the most important aspect in gaining organic participation in a feedback system, and Nicereply does a great job with this.

Wish dashboard had more options to segment and visualize scores. A little clunky as a user, but not bad by any means. Full disclosure: I have zero experience on the admin or report side, though have seen Nicereply integrated quite well with other systems we use.

The ease of use for my team for individual score tracking, simplicity for me managing the overall scores, and simple operations for the customers when leaving ratings and comments.

When we receive a negative score, we research which customer it came from so that we can try and remedy it. There is not always enough information on the review we receive to do this. That would be helpful.

Quick possibilities to get Customer Scores/Feedback very fast and personal Support

in the beginning it is elaborate to set everything up

I find it rather easy to view and instant access to customer insights.

I have not had any negative experience as yet and as such can not advise of any cons.

One of the this I liked the most was the way the CS Survey is sent out to the customer. It is simple for the customer to answer which in return gives a high response rate for Csat.

The reporting is pretty basic, I was not able to get extra complex reporting but it did give me the basics which is what we needed.

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!

It's simple, easy to use and not very complicated. My office mates and I loved checking out our scores.

None so far. We find everything about it helpful and important to our company as part of customer satisfaction result gathering.

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.

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.

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.

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

Integrates with our email service provider Front App and operates nicely in the background collecting the information we need without a lot of work or maintenance.

Customizing is sometimes a little complicated, can be challenging to ensure customer service reps have the tool installed and are using it properly.

The analytical data it provides helps coach and improve employees ability to offer great customer service.

As with any review software, there are gaps in accuracy when the platform can be used to submit feedback that was not relevant to the experience the customer had with the employee.

Easy to track agent interaction and customer experience. API integration makes administration quick and painless.

Would like to see a less clunky user interface, an error, debug or event log, would be very useful.

Allows me to easily view issues, sort them, and check the source of the feedback for easier coaching and training

Nothing negative to say really, the customer support is prompt whenever something needs to be handled and I've never ran into any major issues.

Ask your customer with style and look of NPS, Has a tremendous integration with existing CRM's

Pricing are little bit high but the Quality covers up.