Zendesk Suite vs Nicereply Comparison

The pure visual front-end is well-thought out. It makes it so that all the information presented is easily digestible for users.

It's not necessarily what I like least. I think I just want a seamless integration with the zendesk platform, so that wouldn't have to leave zendesk when wanting to checking the ratings

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

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). The timestamps on the reviews are exact but the location the review was submitted from jumps to multiple countries. This causes inaccurate overall scores and manual deletion of duplicates.

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

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

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

Probably just that the forms aren't as customizable as I would like. We would love to make our forms significantly more branded.

The functionality and user experience is very smooth. It is also very useful that it can be interconnected with other support tools like Zendesk.

I think the UI could be updated but it is not something that currently takes away from a positive experience of using Nicereply.

It's so easy to see your ratings/score - all you need to do is log into your account, and it is automatically synced with my Zendesk tickets.

I have no problems at all with the software! I didn't see any areas of confusion, and enjoyed our partnership with them!

getting the feedback from your customers is important to every business as it allows you to make adjustments to your business practices. this one is simple to use and see what's going on in your business to evaluate your performance from the eyes of your customer.

that it allows your customers, the ones who are super upset or unhappy, to continue to contribute to a neg rating. Also, i don't think it integrates with zendesk.

I love that it's easy to use, and links directly to our tickets in Zendesk. That way we can find out why a customer left the review they did.

Wish the interface was a little more modern. Seems like it could be slightly more intuitive. But this is a very minor issue.

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.

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.

- Great customer service - Rating feed is a cool set up - User friendly - Great tracking to see where you are as a rep

- Hard to switch to the view where you can see your ratings by number in a chart - One low rating hurts your score tremendously - Doesn't work well with zendesk

Gives a simple, at a glance estimate of customer satisfaction and overall agent performance over a period of time. Responses have a link directly to the associated ticket in Zendesk which you can follow to review the interaction.

Customer's sometimes don't understand that Nicereply is not their support ticket, and so they will include a response to the ticket within their nicereply comment, which doesn't get added into Zendesk.

It is very easy to implement in to Zendesk (ticketing system). The app itself is also simple to use and easily understandable. There should be no friction in connecting the app or using it from day one.

It would be great to have the main dashboard be updating in real time so when we place it on an external tv or monitor we do not need to manually refresh or use a browser plugin to refresh the page.

Nicereply gives us an in depth look at how out Support Handlers are treating our customers on a daily basis. It allows our customers to really let us know how we are doing

Honestly there is nothing I would change. The app is VERY easy to use for both us and our clients. We used Zendesk before for our rating system and Nicereply has improved our satisfaction rate 10 fold

Being able to see our stats at a glance or overview. Then being able to pin point specific reviews so that we can improve and adjust our work flow. Having it connect to zendesk is a perk as well

You can not split out reviews based on ratings or ease of clicking through reviews can be hard. I wish there was a way to have ratings 1-10 be sorted on a sidebar. Or that the survey noted to the customer it was out of 10, some people believe it is out of 5

NiceReply is easy to setup and maintain. It integrates seamlessly with Zendesk, which has expanded our ability to measure our CSAT scores. It's a very affordable solution that includes a very pleasant interface for the survey respondent.

There's not a lot to dislike about this software. It's been an excellent addition to our service desk.

the surveys are user-friendly and not confusing at all! I enjoy being able to see feedback and rating to see the quality of customer service I'm providing to our customers.

Nothing it's absolutely great. The one thing I would change is that NiceReply would be built directly into Zendesk. That way it's super easy to track all your replies and have them accessible while you work!

Alexis, try Nicereply widget for Zendesk. It will able you to see all ratings directly in your help desk: https://support.nicereply.com/hc/en-us/articles/360000618052-Nicereply-widget-for-Zendesk-installation

This provides consumer feedback and analytics. 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.

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

I like that it's super easy to use and have a simple integration with Zendesk! It was seamless and stress free. I also like that I can pull report really easily understand the performance of my agents.

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

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.

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...

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I love that it easily shows your ranking between you and your peers. I'm able to see exactly where I stand. Also, it links up so easily with Zendesk, you can just click on the ticket number and it takes you right to the ticket you were reviewed on!

To be honest, I don't have any complaints about NiceReply. It's such a simple and intuitive platform!

My nice replies come back pretty good. I really don't use it other than a macro. It does lack some functionality.

My team uses nice reply, we put it on a zendesk macro to send to clients after we do a training, its set up to go under one person. We have to export the results and paste it onto an excel spreadsheet by person. There's go to be a better way.

My favorite feature is allowing us to click on the ticket that the user has responded to - other applications n the past didn't allow us to see the ticket in which the user is commenting on. It allows you to see where some may be struggling and where others are excelling - helping teams come together and make a better user experience all-around.

I wish NiceReply could be built into Zendesk so we would see it at a quick glance rather than having to log into NiceReply separately. Not too many dislikes on my end other than needing to log in separately and taking time to go back into a ticket to see what the comments/rates are in reference to.

Aubrey, you can try Nicereply widget for Zendesk to have all your metrics rights next to tickets: https://support.nicereply.com/hc/en-us/articles/360000618052-Nicereply-widget-for-Zendesk-installation

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.

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.