Nicereply Features

Nicereply

Customer Satisfaction Survey, Net Promoter Score & CES 2.0

4.78/5 (237 reviews)

Nicereply Feature Summary

  • CSAT
  • Net Promoter Score
  • Customer Effort Score
  • Zapier integration
  • Simple customization of rating page
  • Mobile ready surveys
  • Zendesk Integration
  • Desk.com Integration
  • Salesforce Integration
  • Help Scout Integration
  • Notifications
  • CRM integration
  • Reporting
  • Surveys & feedback
  • Feedback collection
  • Ratings & reviews
  • Performance analytics
  • Customer service analytics

Customer Service & Support Feature Comparison

Most popular features of all Customer Service & Support apps

API (137 other apps)
Activity Dashboard (59 other apps)
Automatic Notifications (63 other apps)
CRM Integration (54 other apps)
Chat (136 other apps)
Contact History (55 other apps)
Customizable Branding (57 other apps)
Email Integration (62 other apps)
Instant Messaging (71 other apps)
Knowledge Base (85 other apps)
Monitoring (58 other apps)
Multi-Channel Communication (59 other apps)
Prioritizing (53 other apps)
Real Time Monitoring (48 other apps)
Reporting & Statistics (71 other apps)
Social Media Integration (57 other apps)
Surveys & Feedback (60 other apps)
Third Party Integration (71 other apps)
Ticket Management (50 other apps)
Workflow Management (47 other apps)

Competitor Feature Comparison

Nicereply Feature Reviews

25 reviewers had the following to say about Nicereply's features:

Vinh DOan

Amazing, simple software for CSAT

2018-06-08

Getting reports, receiving feedback, monitoring performance!

Pros

I also like that I can pull report really easily understand the performance of my agents.

Cons

I don't really like its NPS software, I think it can be improved like Delighted where we can do timely send outs for the surveys

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
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Anonymous
( company, 201-500 employees)

Easy to use for us and our customers to gather feedback.

2018-06-07

It's our main source of information for CSAT metrics which is a large part of how we measure our team effectiveness.

Pros

The clean dashboard and reporting.

Cons

More customizations for how we solicit feedback and the ability to leverage NiceReply for proactive email campaigns.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Kimberly Capuccio

Good experience so far, but there are issues.

2018-07-02

Pros

Allows customers to give further written feedback to expand upon their rating.

Cons

Plus, it asks customers how "nice" the chat was, but I find that they rate not based on how nice the reply was, but by whether they liked the information they got.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Read more
Gabriel Holota

Very useful and easy to use tool with clean and intuitive interface.

2018-07-11

Pros

We are mostly using CSAT so for me the best features are: - Helpdesk integration - Instant ratings - Easy rating page customization - Intuitive interface

Cons

I miss some statistics e.g. real-time comparison with other NR users, conversion rates...

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Read more
Jennifer Percy

NiceReply is very easy to distribute to clients and track responses from the dashboard view

2018-06-07

Pros

Ease of use and easy email integration.

Cons

I wish there was a way to block our clients from being able to respond more than once to the same survey question.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Monthly

Source: Capterra
Helpful?   Yes   No
Read more
Wenxi Qu

very easy to check and organize ratings

2018-07-04

improve CS skills

Pros

It automatically sends emails as soon as ratings are completed by users, which is very helpful to follow up in time when users are not satisfied with some tickets.

Cons

I don't like it when the user can rate one single ticket multiple times which causes confusion in statistics and management, and some users have confusion about high or lower number is related to good rating.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Jennifer Barraza

NiceReply has been our go-to for CS ratings for years. The UI uncomplicated and easy to use.

2018-06-06

This software allows me to monitor the quality of CS agent communications without auditing ticket by ticket.

Pros

We chose and stuck with NiceReply because it is so simple to use, the metrics are easy to understand, and the UI is clean and uncomplicated.

Cons

I would like for additional customer information to be included in the rating emails that arrive to the agent's inbox.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Consumer Electronics company, 51-200 employees)

Big big fan of Nicereply. We glean a lot of valuable information from their tools.

2018-07-02

Pros

Very easy to set up and maintain. We integrate with Zendesk and the setup is pretty quick and painless.

Cons

We would love to make our forms significantly more branded.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Read more
Philip Evans

Easy to use interface, reliably gets the message to us from our customer base.

2018-06-07

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

Pros

This pretty much ensures that we get a reliable stream of customer feedback.

Cons

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!

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Peter Graham

Works nice with OTRS helpdesk

2011-03-01

I can tell that is better to put the link to rating page in front of email signature.

Pros

Easy to integrate with helpdesk system. Statistics.

Source: GetApp
1 of 1 people found this review helpful
Helpful?   Yes   No
Read more
Jerome Pulliam

Installation and integration within an hour!

2018-07-11

Pros

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

Cons

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Dan Callari

Excellent Customer Satisfaction, Customer Effort, and Net Promoter Score software!

2018-06-08

Our survey responses increased by 50%.

Pros

Nicereply is easy to use, easy to setup, and easy to integrate.

Cons

It's not a full featured survey platform, so I use a different product for things outside of its wheelhouse.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Tal Nathanel

Working with them for two years and enjoyed every min.

2018-07-02

Pros

We increased the amount of feedback we collect from Our users in 40% also The ease of Integration was impressive!

Cons

I think It was great if there was the Ability to customize the icons in the mails to fit the branding of our company

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No

Response from Nicereply


Tal, thanks for your review. If you want to change icons in the email, it's possible to do. You need to upload your custom ones on the server and point to the icons in html rating snippet.

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Chris Tenerowicz

NiceReply is a great metric tool for our business!

2018-07-02

Pros

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!

Cons

Would love some more customization of each survey, and the ability to run specific surveys to specific customer groups.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Read more
Colin Hutzan

Makes it easy for us to get outside opinion on our support. We use it for our quality program.

2018-06-06

Pros

Ease of use of the API to integrate with our other tools.

Cons

Could have a nicer app interface but we don't need to interact with it much.

Rating breakdown

Value for money
Ease of use
Features

Time used: 2+ years

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Read more
Daniel Taylor

We needed customer feedback and NiceReply helped us get the feedback that we wanted.

2017-11-07

Great software for collecting feedback on your staff.

Pros

NiceReply allowed us to do NPS Surveys AND CSAT in the same software.

Cons

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No

Response from Nicereply


Thanks :)

Read more
Anonymous
Customer Success Specialist (Human Resources company, 1-10 employees)
Verified Reviewer

Recommended

2016-07-04

Sending ratings is very easy for our customers (no long questionnaires) and we can do improvements instantly according to analytics.

Pros

Perfect monitoring tool for Head of Customer Service dep.

Cons

Limit on received ratings

Rating breakdown

Value for money
Ease of use
Customer support

Time used: 1-2 years

Source: GetApp
1 of 1 people found this review helpful
Helpful?   Yes   No
Read more
Stefan Csincsik

Nicereply has met our expectations, we use it daily to measure our clients' satisfaction.

2018-07-04

Pros

Nicereply is one of the best tools on the market with easy-to-use user interface, which provides collecting satisfaction ratings from your customers by embedding a ratings link into your signature.

Cons

Missing mobile application both for Android and for iOS (push notifications would be great and useful).

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
A verified reviewer

Easy to use, Good system

2018-06-08

Being able to see what people think of your email writing skills

Pros

This has allowed our team to improve overall customer service satisfaction.Super easy and quick set up and great integrations

Cons

As a part of a customer service team, no real dislikes as yet.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Diertra Lomeli

Efficient, positive resource for our Support Team.

2018-06-15

Pros

Nicereply has helped our team focus our vision on providing outstanding customer service. It integrates with our help desk software and is easy to use.

Cons

It is easy to use, integrate and intuitive.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Dustin Eddy

The best customer experience feedback tool available!

2018-06-06

Pros

It provides statistics on how well employees are handling our support tickets and allows me to drill down on areas that they need to work on.

Cons

The only thing that I would like to see added is a mobile app to allow me to track details of Nicereply's and check ratings while away from a laptop.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Weekly

Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Internet company, 1001-5000 employees)

Overall I'm really glad that Nicereply exists!

2018-07-13

Quick, easy, actionable feedback!

Pros

Good, clean reporting. Does what it needs to do without anything getting in the way!

Cons

Had some issues with embedding properly in my email platform, which has resulted in a fair amount of anonymous results coming in, however this is likely partially on that platform and something getting stripped out in the code.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Monthly

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Laura Gramlich

Overall I have had a great experience!

2018-07-03

A clear idea on how each rep is doing on my team.

Pros

I can go directly to the ticket from Nice Reply's review.

Cons

I think this integration was new for both companies.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Jessica Wilcox

Excellent Product

2018-06-06

We gain great insight regarding our customers' experience with our software, support representatives, and business as a whole.

Pros

Their Admin side is easy to navigate, and trend charts help me track customer feedback easily.

Cons

Not much to complain about - but one thing that might be good is having the 1-5-10 rating option appear with different options than the smile/neutral/frown. Our customers sometimes mistake the neutral face as meaning a neutral experience, when 5 is considered a poor rating.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Ryan Pferrer

Seems Good

2018-07-02

Pros

I get instant feedback when someone has reviewed me and it is quick and easy to see.

Cons

When sending an email through Front, the nicereply signature does not format correctly and instead, psuedo-code text is displayed.

Rating breakdown

Ease of use
Features

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more