Nicereply Features

Nicereply

Customer Satisfaction Survey, Net Promoter Score & CES 2.0

4.74/5 (266 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
  • Feedback collection
  • Ratings & reviews
  • Surveys & feedback
  • Reporting
  • Performance analytics
  • Customer service analytics

Competitor Feature Comparison

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API
Activity Dashboard
Alerts/Notifications
CRM
Charting
Chat/Messaging
Commenting/Notes
Complaint Monitoring
Customer Service Analytics
Customizable Branding
Customizable Fields
Customizable Questions
Customizable Templates
Dashboard
Data Analysis Tools
Data Import/Export
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Email Management
Email Marketing
Engagement Analytics
Feedback Management
Help Desk Management
Mobile Survey
Monitoring
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Multi-Channel Distribution
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Performance Metrics
Predictive Analytics
Ratings / Reviews
Real Time Data
Real Time Notifications
Real Time Reporting
Reporting & Statistics
Reporting/Analytics
Response Validation
Survey Builder
Survey/Poll Management
Surveys & Feedback
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Third Party Integrations
URL Customization
Visual Analytics
Learn moreCompare App
API
Activity Dashboard
Alerts/Notifications
CRM
Charting
Chat/Messaging
Commenting/Notes
Complaint Monitoring
Customer Service Analytics
Customizable Branding
Customizable Fields
Customizable Questions
Customizable Templates
Dashboard
Data Analysis Tools
Data Import/Export
Distribution Management
Email Management
Email Marketing
Engagement Analytics
Feedback Management
Help Desk Management
Mobile Survey
Monitoring
Multi-Channel Data Collection
Multi-Channel Distribution
Negative Feedback Management
Performance Management
Performance Metrics
Predictive Analytics
Ratings / Reviews
Real Time Data
Real Time Notifications
Real Time Reporting
Reporting & Statistics
Reporting/Analytics
Response Validation
Survey Builder
Survey/Poll Management
Surveys & Feedback
Template Management
Third Party Integrations
URL Customization
Visual Analytics
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Nicereply Feature Reviews

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

Anonymous
(Information Services company, 51-200 employees)

One of the best feedback solutions on the market

2018-11-13

We have been using Nicereply within our team for more than 4 years, especially the CSAT function. If you are looking for user-friendy solution for getting rated from your customers, NR is the best you can choose.

Pros

The user interface is clear, understandable and user-friendly + the customer support is great.

Cons

- missing mobile application :( - sometimes problems with e-mail notifications (duplicate messages) - more customizable rating pages

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Wenxi Q.

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
Beth F.

Easy to Implement with Zendesk

2019-05-31

It has caused some issues with the duplicate tickets.

Pros

Easy to integrate this with Zendesk and include it different triggers.

Cons

Scores duplicate from the same ticket/user. When I asked about it, the support person said it was a firewall issue and then that the user was submitting multiple scores which from what I can see is not the case (most of the time).

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

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

It's not quite there yet, but it's a good tool so far.

2020-07-30

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.

Pros

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.

Cons

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.

Rating breakdown

Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Monthly

Likelihood to recommend

6/10
Source: Capterra
Helpful?   Yes   No
Read more
Santhoshi K.

One of the simple and best solution for getting consumer feedback.

2019-04-30

Pros

Provides real-time consumer survey feedback enables to communicate with consumer.easily you can integrate with other CRM platforms like Salesforce , Zendesk .Provides predefined templates for surveys which makes your job easy.

Cons

Not much but there are other competitors are providing similar solution for less cost.

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
Kimberly C.

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
Manny S.

Easy to use.

2018-07-02

Pros

Easy to use. It helps keep everything documented and constant feed back from our clients.

Cons

That can be pretty frustrating since management looks at it.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Bryan F.

Amazing tool to keep track of your ratings

2019-12-03

Wonderful service, when it comes to satisfication reports this should be the one you want to use.

Pros

It can be integrated with ticketing software.

Cons

I like the service a lot, however, I feel that it's UI can be improved into a more modern layout to have a better experience.

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
Vinh D.

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
Read more
Dan C.

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

2018-06-08

Our survey responses increased by 50%.

Pros

The visual indicators of satisfaction, make it very easy for the user/customer to quickly rate service, effort, or opinion of our services.

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
Anonymous
(Internet company, 201-500 employees)

Great for metrics

2018-06-14

Ensure the happiness of customers and how well the staff is responding to them by addressing their concerns and questions. Also, it helps us to identify trends and issues.

Pros

The UI dashboard is very simple and easy to use.

Cons

Luckily, management reviews the agents NR rating and can determine whether or not the unfair score should be deleted.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

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

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
Bryan P.

Effective program to track customer satisfaction metrics

2020-03-28

Overall it has helped to build metrics for our client support operation, it gives us something to build off of as opposed to before offering clients any type of satisfaction based response tool.

Pros

It also is easy to receive notifications and track the submitted information.

Cons

No big cons in particular, it's a pretty straight forward software in that you build a survey or metric based response for the customer.

Rating breakdown

Ease of use
Features

Time used: 2+ years

Frequency of use: Weekly

Likelihood to recommend

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

My experience has been very good. This does exactly what it advertises.

2018-06-14

Ease of data to ensure the clients are receiving the service level they expect.

Pros

I like the ease of use for the client, as well as the ability to report on the data you get from the surveys

Cons

either my clients are not looking at the surveys sent to them, OR there is an issue with email delivery.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Monthly

Likelihood to recommend

9/10
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
Seema A.

Saves Us So Much Time

2018-09-27

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.

Pros

The dashboard allows you to see all pertinent statistics in one place which make comparison very easy.

Cons

Integrations with other softwares/ platforms are quite limited.

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
Daniel T.

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
Philip E.

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
Timothy M.

Valuable information that allows customers to leave more information

2018-07-02

Real-time feedback from customers during the course of a help ticket, so we can gauge their feelings about support before resolution is found

Pros

Gives our customers a chance to leave feedback that they otherwise wouldn't think about leaving.

Cons

Haven't had to engage support for any concerns, so not sure how well that would be.

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
Anonymous
(Internet company, 51-200 employees)

Excellent product!

2018-06-06

Ease of use, great reporting opportunities, weekly updates from the team!

Pros

We're able to pull everyone's feedback into an easy CSV, sort, and restructure areas of opportunity!

Cons

It would be nice to have two options for reviews, one for agent, one for responses (which there may very well be!)

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
Damien M.

This product works great, on reporting what I have done.

2018-07-03

I use to get RW Bucks :), member feedback (When provide)

Pros

I like the ease of getting into the reports and how organized the Nicereply is when listing my reviews.

Cons

It opens a new tab each time we click on the link, and that member is not forced when submitting a bad review to also leave a reply so we can be aware what was wrong and so we can improve

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
MaryJane C.

Very Easy to Use and Effective

2019-06-12

Pros

This product was easy to set up and integrate with our Salesforce Service Cloud Email-to-Case to collect feedback from client's regarding their case resolution

Cons

I think they may be a little less "feature-rich" than some of their competitors but it does great for what we need it for

Rating breakdown

Ease of use
Features

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Jennifer P.

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
Dan C.

Best CSAT Survey Software on the Market!

2019-01-08

Our ticket system has a very limited native survey component which is essentially binary (Good or Bad).

Pros

It's a very affordable solution that includes a very pleasant interface for the survey respondent.

Cons

It's been an excellent addition to our service desk.

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