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Zendesk Suite vs Nicereply Comparison

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Good recommendations?

Overview

Category Leaders

Zendesk's fully customizable help desk solution makes things easy on your customers, sets your teams up for success, and...

Don't miss out on opportunities to grow and improve by collecting immediate feedback. Use simple one-click CSAT, CES & NPS...

  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials
  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials

Video & Screenshots

Pricing

Starting from

49

/user

Per month

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

Starting from

49

Per month

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

User reviews

4.4

3.2K

5

4

3

2

1

1.8K

1.1K

278

56

42

  • Value for money
  • Ease of use
  • Features
  • Customer support
95%
would recommend this app

4.8

284

5

4

3

2

1

219

60

3

2

0

  • Value for money
  • Ease of use
  • Features
  • Customer support
100%
would recommend this app

Pros

I love that its very user friendly to use ad easy to manage tasks. I love the interface make it easy to get tickets handled and provide the best customer service for my job.
This was a much appreciated improvement. A great feature is that you can integrated with the big social media platforms like Twitter and Facebook to allow CC to responde quite quickly.
Overall I’m extremely satisfied with Zendesk, It has a lot of great features that helps us provide a great customer support service which is important for a successful business.

Pros

The software definitely helps to keep our customer care team focused on providing good solutions knowing they can be rated on their responses.
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.
So far we are pretty happy with the capability to measure this using NiceReply. The application is easy to use and configure and provides a nice dashboard of the response metrics.

Cons

Tremendously disappointing for a company that sells ticketing software to have such a poor interaction when it comes to using it.
Non-Existent & TERRIBLE Customer Service. You are just a number to them.
If you ever need support from Zendesk then it is horrible.

Cons

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).
I wish a comment was require, because occasionally I get a negative review with no thoughts on why they rated the service poorly.
It doesn't take into account when users are just being vengeful and claiming bad reviews on the service because they did not get what they wanted.
  • Vendor responds to reviews
  • Last review2 days ago
  • Vendor responds to reviews
  • Last review2 months ago

Key features

  • Total features183
  • API
  • Account Alerts
  • Account Management
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Archiving & Retention
  • Asset Tracking
  • Assignment Management
  • Audit Trail
  • Auto-Responders
  • Automated Routing
  • Availability Management
  • Batch Communications
  • Blended Call Center
  • CMDB
  • CRM
  • Call Center Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scripting
  • Caller ID
  • Campaign Management
  • Canned Responses
  • Capacity Management
  • Case Management
  • Cataloging/Categorization
  • Change Management
  • Chat/Messaging
  • Churn Management
  • Client Management
  • Client Portal
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Community Management
  • Complaint Monitoring
  • Computer Telephony Integration
  • Configurable Workflow
  • Configuration Management
  • Contact Management
  • Content Creation
  • Content Management
  • Contract/License Management
  • Corrective and Preventive Actions (CAPA)
  • Customer Complaint Tracking
  • Customer Database
  • Customer Engagement
  • Customer Experience Management
  • Customer History
  • Customer Management
  • Customer Segmentation
  • Customer Service Analytics
  • Customer Support
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Questions
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Analysis Tools
  • Data Import/Export
  • Decision Support
  • Discussions / Forums
  • Document Storage
  • Drag & Drop
  • Email Management
  • Email Marketing
  • Email Templates
  • Email Tracking
  • Engagement Tracking
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • Filtering
  • For Insurance Industry
  • For Startups
  • For iPad Devices
  • Forms Management
  • Full Text Search
  • Gamification
  • Geotargeting
  • Group Management
  • Health Score
  • Help Desk Management
  • IVR / Voice Recognition
  • Inbound Call Center
  • Incident Management
  • Interaction Tracking
  • Interactive Content
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Lead Management
  • Live Chat
  • Macros/Templated Responses
  • Manual Dialer
  • Mobile Access
  • Mobile Survey
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Distribution
  • Multi-Channel Management
  • Multi-Language
  • Multiple Scripts
  • Multiple User Accounts
  • NPS of Customers
  • Negative Feedback Management
  • Offline Form
  • On-Demand Communications
  • On-Demand Recording
  • Onboarding
  • Online Forums
  • Outbound Call Center
  • Performance Metrics
  • Personalization
  • Phone Key Input
  • Predictive Analytics
  • Predictive Dialer
  • Prioritization
  • Proactive Chat
  • Problem Management
  • Procurement Management
  • Progressive Dialer
  • Project Management
  • Quality Assurance
  • Queue Management
  • Ratings / Reviews
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Real-time Updates
  • Recurring Issues
  • Release Management
  • Reporting & Statistics
  • Reporting/Analytics
  • Response Validation
  • Revenue Management
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SMS Messaging
  • SSL Security
  • Sales Pipeline Management
  • Screen Sharing
  • Search/Filter
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Single Sign On
  • Social Media Integration
  • Social Media Monitoring
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey Builder
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Template Management
  • Text Analysis
  • Text Editing
  • Text to Speech
  • Third Party Integrations
  • Transcripts/Chat History
  • Transfers/Routing
  • Trend Analysis
  • URL Customization
  • Usage Tracking/Analytics
  • Video Support
  • Virtual Assistant
  • Visual Analytics
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • Web-based Deployment
  • Website Visitor Tracking
  • Widgets
  • Win / Loss Analysis
  • Workflow Configuration
  • Workflow Management
  • Total features41
  • API
  • Account Alerts
  • Account Management
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Archiving & Retention
  • Asset Tracking
  • Assignment Management
  • Audit Trail
  • Auto-Responders
  • Automated Routing
  • Availability Management
  • Batch Communications
  • Blended Call Center
  • CMDB
  • CRM
  • Call Center Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scripting
  • Caller ID
  • Campaign Management
  • Canned Responses
  • Capacity Management
  • Case Management
  • Cataloging/Categorization
  • Change Management
  • Chat/Messaging
  • Churn Management
  • Client Management
  • Client Portal
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Community Management
  • Complaint Monitoring
  • Computer Telephony Integration
  • Configurable Workflow
  • Configuration Management
  • Contact Management
  • Content Creation
  • Content Management
  • Contract/License Management
  • Corrective and Preventive Actions (CAPA)
  • Customer Complaint Tracking
  • Customer Database
  • Customer Engagement
  • Customer Experience Management
  • Customer History
  • Customer Management
  • Customer Segmentation
  • Customer Service Analytics
  • Customer Support
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Questions
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Analysis Tools
  • Data Import/Export
  • Decision Support
  • Discussions / Forums
  • Document Storage
  • Drag & Drop
  • Email Management
  • Email Marketing
  • Email Templates
  • Email Tracking
  • Engagement Tracking
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • Filtering
  • For Insurance Industry
  • For Startups
  • For iPad Devices
  • Forms Management
  • Full Text Search
  • Gamification
  • Geotargeting
  • Group Management
  • Health Score
  • Help Desk Management
  • IVR / Voice Recognition
  • Inbound Call Center
  • Incident Management
  • Interaction Tracking
  • Interactive Content
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Lead Management
  • Live Chat
  • Macros/Templated Responses
  • Manual Dialer
  • Mobile Access
  • Mobile Survey
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Distribution
  • Multi-Channel Management
  • Multi-Language
  • Multiple Scripts
  • Multiple User Accounts
  • NPS of Customers
  • Negative Feedback Management
  • Offline Form
  • On-Demand Communications
  • On-Demand Recording
  • Onboarding
  • Online Forums
  • Outbound Call Center
  • Performance Metrics
  • Personalization
  • Phone Key Input
  • Predictive Analytics
  • Predictive Dialer
  • Prioritization
  • Proactive Chat
  • Problem Management
  • Procurement Management
  • Progressive Dialer
  • Project Management
  • Quality Assurance
  • Queue Management
  • Ratings / Reviews
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Real-time Updates
  • Recurring Issues
  • Release Management
  • Reporting & Statistics
  • Reporting/Analytics
  • Response Validation
  • Revenue Management
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SMS Messaging
  • SSL Security
  • Sales Pipeline Management
  • Screen Sharing
  • Search/Filter
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Single Sign On
  • Social Media Integration
  • Social Media Monitoring
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey Builder
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Template Management
  • Text Analysis
  • Text Editing
  • Text to Speech
  • Third Party Integrations
  • Transcripts/Chat History
  • Transfers/Routing
  • Trend Analysis
  • URL Customization
  • Usage Tracking/Analytics
  • Video Support
  • Virtual Assistant
  • Visual Analytics
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • Web-based Deployment
  • Website Visitor Tracking
  • Widgets
  • Win / Loss Analysis
  • Workflow Configuration
  • Workflow Management

Integrations

  • Total integrations1108
  • Adobe Commerce
  • BigCommerce
  • Freshdesk
  • Google Analytics 360
  • HubSpot CRM
  • Jira
  • Mailchimp
  • Meta for Business
  • Pipedrive
  • Salesforce Sales Cloud
  • ServiceNow
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • WhatsApp
  • WordPress
  • Zapier
  • Zendesk Suite
  • Zoho CRM
  • Total integrations39
  • Adobe Commerce
  • BigCommerce
  • Freshdesk
  • Google Analytics 360
  • HubSpot CRM
  • Jira
  • Mailchimp
  • Meta for Business
  • Pipedrive
  • Salesforce Sales Cloud
  • ServiceNow
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • WhatsApp
  • WordPress
  • Zapier
  • Zendesk Suite
  • Zoho CRM

User reviews that mention these apps

GH
AvatarImg

George H.

Real Estate, 51-200 employees

Used daily for less than 6 months

Review source

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

Share this review:

Nicereply logo

Nicereply

I love this product

Reviewed 4 years ago

Easy to read reviews!

Pros

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

Cons

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

BF
AvatarImg

Beth F.

Electrical/Electronic Manufacturing, 51-200 employees

Used daily for less than 6 months

Review source

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

Share this review:

Nicereply logo

Nicereply

Easy to Implement with Zendesk

Reviewed 4 years ago

NiceReply has been a benefit for us to receive user feedback and act on it. As well as report statistics to the executive team. 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). 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.

AR
AvatarImg

Anonymous Reviewer

Verified reviewer

201-500 employees

Used daily for 2+ years

Review source

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

Share this review:

Nicereply logo

Nicereply

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

Reviewed 5 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.

AR
AvatarImg

Anonymous Reviewer

Verified reviewer

Consumer Electronics, 51-200 employees

Used daily for 2+ years

Review source

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

Share this review:

Nicereply logo

Nicereply

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

Reviewed 4 years ago
Pros

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

Cons

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

AR
AvatarImg

Anonymous Reviewer

Verified reviewer

Telecommunications, 51-200 employees

Used weekly for 1-2 years

Review source

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

Share this review:

Nicereply logo

Nicereply

Nicereply is extremely useful to our business and I enjoy being able to use it so easily.

Reviewed 5 years ago
Pros

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

Cons

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

AR
AvatarImg

Anonymous Reviewer

Verified reviewer

Computer Software, 51-200 employees

Used daily for 6-12 months

Review source

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

Share this review:

Nicereply logo

Nicereply

Nicereply is great - easy to use!

Reviewed 4 years ago
Pros

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.

Cons

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

HH
AvatarImg

Heather H.

Marketing and Advertising, 1-10 employees

Used other for less than 6 months

Review source

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

Share this review:

Nicereply logo

Nicereply

Not good if you have upset customers great if you don't

Reviewed 3 years ago

good customer support, easily see a snapshot of what your customers think of your product and services.

Pros

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.

Cons

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.

EZ
AvatarImg

Elliott Z.

Used daily for less than 6 months

Review source

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

Share this review:

Nicereply logo

Nicereply

A really nice all around platform

Reviewed 4 years ago
Pros

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.

Cons

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

AvatarImg
AvatarImg

Dan T.

Verified reviewer

Used daily for 2+ years

Review source

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

Share this review:

Nicereply logo

Nicereply

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.

SM
AvatarImg

Sam M.

Real Estate, 51-200 employees

Used weekly for 1-2 years

Review source

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

Share this review:

Nicereply logo

Nicereply

Awesome customer service. Great product, user friendly!

Reviewed 5 years ago
Pros

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

Cons

- 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

BL
AvatarImg

Brett L.

Used weekly for 1-2 years

Review source

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

Share this review:

Nicereply logo

Nicereply

Simple CSAT Tracking

Reviewed 4 years ago
Pros

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.

Cons

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.

DK
AvatarImg

Daniel K.

Information Services, 201-500 employees

Used daily for less than 6 months

Review source

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

Share this review:

Nicereply logo

Nicereply

Best CES tool for Zendesk

Reviewed 4 years ago

Easy to use, simple, affordable pricing model, great support team. We were very much delighted by their product and service and are very excited to be using them and seeing the possibilities.

Pros

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.

Cons

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.

CP
AvatarImg

Chuck P.

Information Technology and Services, 11-50 employees

Used daily for 6-12 months

Review source

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

Share this review:

Nicereply logo

Nicereply

Wonderful app that allows customers to rate our Support Handlers

Reviewed 4 years ago

Nicereply has greatly increased the response rate and depth of our clients. Giving them more than just a "Happy" or "Sad" option has actually increased the rate in which they rate out support agents.

Pros

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

Cons

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

jc
AvatarImg

jessey c.

Real Estate, 51-200 employees

Used other for 6-12 months

Review source

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

Share this review:

Nicereply logo

Nicereply

Easy to see where to improve with work.

Reviewed 4 years ago

Being able to note our performance and track problem areas

Pros

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

Cons

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

AvatarImg
AvatarImg

Dan C.

Verified reviewer

Wholesale, 201-500 employees

Used daily for 6-12 months

Review source

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

Share this review:

Nicereply logo

Nicereply

Best CSAT Survey Software on the Market!

Reviewed 4 years ago

Our ticket system has a very limited native survey component which is essentially binary (Good or Bad). NiceReply has given us the ability to see how well our technicians perform on a scale of 1 to 10. In addition, we use three emojis to elicit a response to our survey which has improved overall completion rates.

Pros

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.

Cons

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

ag
AvatarImg

alexis g.

E-Learning, 51-200 employees

Used daily for 6-12 months

Review source

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

Share this review:

Nicereply logo

Nicereply

Always the best for guidance for building yourself!

Reviewed 4 years ago

Upping my service quality

Pros

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.

Cons

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!

Vendor response

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

SK
AvatarImg

Santhoshi K.

Insurance, 5,001-10,000 employees

Used daily for less than 6 months

Review source

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

Share this review:

Nicereply logo

Nicereply

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

Reviewed 4 years ago
Pros

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.

Cons

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

VD
AvatarImg

Vinh D.

Computer Software, 51-200 employees

Used daily for 6-12 months

Review source

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

Share this review:

Nicereply logo

Nicereply

Amazing, simple software for CSAT

Reviewed 4 years ago

Getting reports, receiving feedback, monitoring performance!

Pros

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.

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

KM
AvatarImg

Kevin M.

Used daily for 6-12 months

Review source

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

Share this review:

Nicereply logo

Nicereply

Good idea in theory, but misses the mark when it comes to overall functionality.

Reviewed 4 years ago
Pros

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.

Cons

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...

AR
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Anonymous Reviewer

Verified reviewer

Real Estate, 51-200 employees

Used daily for 1-2 years

Review source

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

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Nicereply

Love NiceReply, so simple to use and great for keeping track of stats between reps!!

Reviewed 4 years ago

I actually won an award with my company because NiceReply easily tracked my ratings compared to my coworkers and we were able to see I had the highest ranking among every other rep!

Pros

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!

Cons

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

AL
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Anna L.

Used daily for less than 6 months

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

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Nicereply

Alright

Reviewed 4 years ago
Pros

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

Cons

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.

AL
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Aubrey L.

Computer Software, 201-500 employees

Used daily for 1-2 years

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

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Nicereply

Great addition to our team!

Reviewed 5 years ago

NiceReply's platform allows you to see where exactly a user may be lacking, how users are responding to customers, if there's a common problem area, and also the opposite / where users seem to be excelling and how others could adopt that workflow.

Pros

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.

Cons

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.

Vendor response

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

SF
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Seu F.

Used weekly for 2+ years

Review source

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

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Nicereply

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.