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Nicereply Features

Features Summary

Functionality

4.6

/5

270

Total features

41

5 categories

Nicereply features

API
Activity Dashboard
Alerts/Notifications
CRM
Chat/Messaging
Commenting/Notes
Complaint Monitoring
Customizable Branding

Common features of Customer Experience software

API
Access Controls/Permissions
Alerts/Notifications
CRM
Collaboration Tools
Customer Journey Mapping
Customer Segmentation
Customizable Branding

Price starts from

39

Per month

Usage Based

Pricing options
Free plan
Subscription
Free trial

Screenshots

Contenders comparison

Functionality

4.6

/5

270

Price starts from

39

Per month

visit website

Total Features

41

Unique features

  • NPS of Customers

  • Reporting/Analytics

  • Template Management

  • Complaint Monitoring

Functionality

4.6

/5

148

Price starts from

29

Per month

visit website

Total Features

20

Features in Common

7

Unique features

  • Review Notification

  • Customizable Reports

  • Social Sharing

  • Loyalty Program

Functionality

4.7

/5

102

Price starts from

199

Per month

learn more

Total Features

19

Features in Common

7

Unique features

  • SEO Management

  • Social Sharing

  • Response Management

  • Widgets

Common Nicereply comparisons

Nicereply logo
Zonka Feedback logo
NicereplyvsZonka Feedback
Nicereply logo
SurveyLegend logo
NicereplyvsSurveyLegend
Nicereply logo
Customer Thermometer logo
NicereplyvsCustomer Thermometer
Nicereply logo
Canny logo
NicereplyvsCanny
Nicereply logo
Delighted logo
NicereplyvsDelighted
Nicereply logo
AskNicely logo
NicereplyvsAskNicely

Reviewers who mentioned features said:

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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

Reviewed 4 years ago

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.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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Easy to use

Reviewed 3 years ago

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.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Great survey analysis platform.

Reviewed 10 months ago

It is a brilliant platform that helps us obtain accurate statistics from all our communication platform.

Pros

The data is easy to extract, filter and read. Educating an agent using the extraction is simple and effective.

Cons

It would be nice if the platform had real time monitoring so that our team can see the effects of their efforts as soon as the surveys come through.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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A great overall product has made interacting with our customer even easier.

Reviewed 4 years ago

Customer feedback and interaction.

Pros

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

Cons

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!

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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It allows our customers to clearly and easily rate our service, which is invaluable.

Reviewed 4 years ago
Pros

The clear stats we now have to track our mission as customer service. By connecting it to our Zendesk we always know where we stand with our own customers.

Cons

Sometimes the automated emails can be a bit confusing to the less tech-savvy. It asks for a reply above the line which confuses some folks who don't realize you just simply reply to the email.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Great for metrics

Reviewed 4 years ago

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

It's a great assessment tool and it provides valuable metrics for management about performance. The UI dashboard is very simple and easy to use. I like the sample options and date range features included on the dashboard and that each NR is hyperlinked for direct access. This might be totally unrelated, but I enjoy the customer service articles NR sends to my inbox. I find them applicable to my current role.

Cons

I really dislike the fact that customers can rate the same case multiple times, this is one the MAJOR downsides of NR. When customers are irate or it's simply something that is out of our control, they will use this to mark the agent with negative ratings (sometimes multiple times). Luckily, management reviews the agents NR rating and can determine whether or not the unfair score should be deleted. It's a bummer that NR isn't integrated with social customer service software such as Conversocial.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Great and useful but the customers do not use it correctly

Reviewed 4 years ago

Great way to assess and keep track of Support team effectiveness.

Pros

I like being able to see feedback and rating from customers who rate us based on our service. It is nice to see that they can rate the service and the product separately. It has lots of potential for being a great product for companies. I am excited to see this evolve and grow over time.

Cons

I hate that customers do not understand the ratings and decide to ask more questions in the Nicereply rating comment box rather than in the actual email they sent to our help desk. I also dislike how a single "1" drags mu scores down when it is for things such as a customer being unhappy with something we don't offer. They like the service they got but end up rating me as a 1 and then it looks like I am not effective. It gets frustrating at times but I guess it is just part of the job and is something that will be tweaked over time.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Great for getting additional feedback from customers!

Reviewed 4 years ago

A better idea of where customers stand and what adjustments to make to further enhance our reputation, image, and quality of service (not listed in order of importance).

Pros

We are able to access additional feedback from customers who aren't particularly internet savvy and think they're emailing us (we get the full message!). Plus, when you have customers who are ecstatic, you get to review their feedback as well! Great for encouraging your staff.

Cons

Not so much a dislike about the software as it is a mild frustration on not being able to remove negative feedback from the overall score when it had nothing to do with the situation (i.e. rating of 1, reason: my street was flooded and the mailman refused to delivery my package anyway).

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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One of the best feedback solutions on the market

Reviewed 4 years ago

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

+ I really appreciate the ease of use of this product. The user interface is clear, understandable and user-friendly + the customer support is great. If you contact them, they respond quickly + instant ratings: customers do not need to fill out long forms, they can rate the agent's answer just by clicking + many integration possibilities

Cons

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

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Great Tool for Customer Feedback

Reviewed 3 years ago

This is a wonderful tool for our company to quickly resolve any issues. Some of our clients don't write feedback to the agents directly and will use NiceReply as a buffer. We can then figure out our client's problems and quickly get back to them with solutions.

Pros

This tool is easy to implement in emails, giving your clients the opportunity to quickly provide feedback on your services. Fast and accurate software with great customer support that efficiently resolves issues. Overall a great tool to allow your clients to provide accurate feedback.

Cons

This software can at times give feedback scores to other colleagues, rather than yourself, thus skewing the results for the agents.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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Valuable information that allows customers to leave more information

Reviewed 4 years ago

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. We get another chance to respond to their comments and concerns with a rating they provide.

Cons

Haven't had to engage support for any concerns, so not sure how well that would be. This may have more to do with our implementation but we have customers responding to NiceReply with information that they should provide to our support staff, thus confusion regarding "where do I leave comments if issues unresolved?"

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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Nicereply has been helpful to get a glimpse of how well we are servicing our customers.

Reviewed 4 years ago
Pros

It's nice to see how a customer feels after you've been able to help them, even if they do not reply back to you via email since you solved their problem. They seem to be more open and honest about their experience.

Cons

Sometimes it is not obvious for customers when they provide feedback. Occasionally I will see a 1 star review, but they mention positive feedback so it is obvious they had intended to give 5 stars instead. If there is a scale already stating 1 star is low, then perhaps it could be more obvious (we also have international customers in other languages). There are also times where customers respond to my emails through Nicereply rather than the actual email. I receive an email notice when a customer provides a rating on Nicereply. Although it shows where the customer is located, it would be nice to see the actual ZenDesk email message so I can quickly see what it is in reference to, rather than having to open up the ticket in another window tab.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend6/10

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

Reviewed 2 years ago

Nicereply allows us to see who's responded to our surveys, and follow up on these. 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. The dashboard and reporting are pretty good, allows us to see who's responded, and send reminders to those who haven't which is great.

Cons

Nicereply as an application feels like it's still in it's Beta phase. There's functionality not yet included that's present in other platforms that do this, and a few stopping points. 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. Mailchimp - but this means you can't send reminders....

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

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

Reviewed 4 years ago
Pros

You have in one place 3 different customer satisfaction metrics with various and detailed settings. 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... (it used to be in the past in beta version of "Labs" section :) As an admin I have an option to set goals for my team - it would be great, if these goals are visible to the agents as well (ideally a widget that could be displayed on a separate screen :))

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Great Product to Celebrate the Wins!

Reviewed a year ago

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.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

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

Reviewed 4 years ago
Pros

Ease of use of the API to integrate with our other tools. This makes it easy for our support reps to see their scores as they come in. Also allows us to send different kinds of customer surveys depending on the kind of data we need to get.

Cons

Could have a nicer app interface but we don't need to interact with it much. Also allows for duplicate ratings to be submitted. This means we need to spend time deleting them. Would be nice if there was a mechanism to prevent duplicates.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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I enjoy the comprehensive feedback from our merchants for both CSAT and CES - great tool!

Reviewed 4 years ago

Metric, performance, CSAT, graphic datas and much more - clear pictures :)

Pros

NiceReply really helps us to identify any merchant problems and provide clear solution, this tool is really effective in my job along with our team and evaluate our performance weekly - so far love NiceReply tool!

Cons

Maybe more options or perks or awards - also sometimes I notice wrong rating will still apply to me after transfer case to other person - maybe need little improvements to fix issues.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

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Easy to implement and use, change to the API has made it tough to identify the rating origin

Reviewed 4 years ago

Customer feedback, team training

Pros

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.

Cons

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.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Extremely easy to use and allows for customers to easily provide feedback

Reviewed 4 years ago

It's not always easy to get positive feedback from customers and this service allows for that to happen easily.

Pros

I like most the ease of use for both implementations and for customers to provide feedback. It's a great service to offer your customers an easy way to tell you how you are doing.

Cons

I wish it was a 5 star system instead of 10. 10 Stars confuse customers when 5 is the norm in most cases.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

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Nicereply is a great tool for monitoring employees responses to customers.

Reviewed 4 years ago
Pros

The software is very user friendly, and provides the information necessary to gauge how the team is doing right at your fingertips.

Cons

There really aren't too many cons. If I had to pick one, it's the rating scale that is provided to our customers. It gives them an option of a smiley, neutral, or sad face. Not sure if this is a limit of the software or the ticketing system we integrate it with.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

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Working with them for two years and enjoyed every min.

Reviewed 4 years ago
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

Vendor response

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.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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

Reviewed 4 years ago

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

Pros

The simplicity for our customers which leads to more contributions. The clean dashboard and reporting.

Cons

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

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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Understand what your customers think of you

Reviewed 10 months ago
Pros

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.

Cons

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.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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

Reviewed 4 years ago

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

I most like how simple the interface is and how it easily integrates with our ticketing systems. 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! I have never had that problem with Nicereply.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Excellent product!

Reviewed 4 years ago

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

Pros

I love that it's such an automated process! 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!)