About Nicereply

Nicereply is a customer satisfaction survey tool built for support teams. Create and send beautiful one-click surveys to measure Customer Satisfaction, Net Promoter Score & Customer Effort Score.

Nicereply helps hundreds of support teams at companies like Microsoft, Lenovo, Hubspot and Buffer to measure and improve the quality of their customer service.

- Measure Customer Satisfaction (CSAT), Net Promoter Score (NPS) and Customer Effort Score (CES) per agent, team or company-wide
- Use Post-resolution email surveys to survey your customers automatically after you resolve a ticket in your helpdesk. Once set, you don’t have to do a thing.
- Use In-signature surveys to ask customers for feedback at the bottom of every email. Act quickly to turn a conversation around, when it starts to derail.
- Increase your survey response rates by 200% by combining in-signature surveys and post-resolution email surveys without sending more emails.
- Integrate Nicereply with your help desk. Nicereply integrates with all the popular solutions like Zendesk, Front, LiveAgent, Freshdesk, Pipedrive, Helpscout and Aircall.
- See your data in your helpdesk and set triggers based on it
- Customize your surveys in terms of branding, visuals, survey questions, rating scales and metrics.
- Recognize your best agents with leaderboards and drill downs stats per team and agent.
- Stay on top of customer experience with regular reports and notifications delivered directly to an email inbox, or slack / MS teams channel.

Key benefits of Nicereply

Customer Effort Score (CES)
96% of customers who go through high-effort experience will not come back for second purchase. Use CES to identify and improve these experiences.

Net Promoter Score (NPS)
NPS measures the loyalty of customers and divides them to Promoters, Passives and Detractors. Use NPS to build a loyal customer base.

Customer Satisfaction (CSAT)
For every customer who bothers to complain, 26 others remain silent. Stop losing unhappy customers – let them express their feedback in a single click. Track CSAT in every interaction and take immediate action whenever a customer is dissatisfied.

All-in-one dashboard
Get a quick overview of the team's performance with all-in-one dashboard featuring CSAT, CES and NPS ratings, trends and charts.

Real-time feedback
Know what customers think of the brand as soon as they fill in the survey. See all ratings in the rating feed.

See who is the best
Recognize the company's best support teams and agents with leaderboards, based not only on average rating scores, but also on the number of collected ratings.

Design beautiful surveys
Customize rating surveys according to company branding and local language. Or even use API to build it from the scratch.

Integrates with help desk or CRM
Enhance existing Desk, Zendesk, Salesforce or other systems. Start tracking the quality of customer service and let the business grow with the support of happy customers.

Devices

Business size

S M L

Markets

Australia, Canada, China, United Kingdom, India, United States

Supported Languages

Arabic, Chinese, Czech, Danish, Dutch and 20 others, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Irish, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Traditional Chinese, Turkish, Ukrainian

Images

Create and send beautiful one-click surveys to measure Customer Satisfaction, Net Promoter Score and Customer Effort Score.
Combine in-signature surveys with post-resolution email surveys to get more feedback than ever before.
Customize your surveys to fit your needs in term of content, questions, design and branding.
Trigger surveys after resolving a ticket in your helpdesk. See customer feedback in the same ticket afterwards.
See customer feedback arrive in real-time in the rating feed dashboard.
Net Promoter Score Survey in your email
Customer Effort Score works well on every mobile device
Collect CSAT via web browser
View 9 more
Nicereply video
Nicereply video
Nicereply screenshot: Create and send beautiful one-click surveys to measure Customer Satisfaction, Net Promoter Score and Customer Effort Score. Nicereply screenshot: Combine in-signature surveys with post-resolution email surveys to get more feedback than ever before. Nicereply screenshot: Customize your surveys to fit your needs in term of content, questions, design and branding. Nicereply screenshot: Trigger surveys after resolving a ticket in your helpdesk. See customer feedback in the same ticket afterwards. Nicereply screenshot: See customer feedback arrive in real-time in the rating feed dashboard. Nicereply screenshot: Net Promoter Score Survey in your email Nicereply screenshot: Customer Effort Score works well on every mobile device Nicereply screenshot: Collect CSAT via web browser

Features

Total features of Nicereply: 43

  • API
  • Activity Dashboard
  • Alerts/Notifications
  • CRM Software
  • Charting
  • Chat/Messaging
  • Commenting/Notes
  • Complaint Monitoring
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Questions
  • Customizable Templates
  • Dashboard Software
  • Data Analysis Tools
  • Data Import/Export
  • Distribution Management
  • Email Management Software
  • Email Marketing Software
  • 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 Software
  • 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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Reviews

Overall rating

4.7 /5
(266)
Value for Money
4.7/5
Features
4.6/5
Ease of Use
4.7/5
Customer Support Software
4.7/5

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Showing 5 reviews of 266
Zach S.
Overall rating
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 9.0 /10

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

Reviewed on 02/07/2018

Nicereply provides our team with an immediate understanding of a customer's view of their service....

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.

Emily M.
Overall rating
  • Industry: Consumer Goods
  • Company size: 11-50 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 8.0 /10

Easy to use

Reviewed on 14/08/2019

Overall, I definitely recommend especially for teams on a budget and not much time to onboard. The...

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.

Kevin M.
Overall rating
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software

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

Reviewed on 02/07/2018

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 impossible to get an accurate measurement of historic data. I wanted to simply pull my team's average score on a daily basis and report that. First off, they don't allow you to pull this information via CSV or spreadsheet, I had to look at this tiny chart and hover over each day individually. Secondly, I noticed different scores when I changed the date range. For example, I set my date range as May 1st - May 31st and on May 1st, my average team score was 5.93. When I changed my date range to May 1st - June 23rd and looked at May 1st, my average team score was now 6.1. I emailed their support, waited a few days, and heard back that they would check with their engineering team about that. A few days later, they said "The graph has just an informative character and scores are changed a bit so graph doesn't look to "bumpy" when there are multiple different scores every day. " When I pressed more on this, they said that I'd have to change the date range to each day to get accurate historic information, which is absolutely awful. Searching for a replacement for this product...

Spirit C.
Overall rating
  • Company size: 51-200 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

Very Happy They Went Above and Beyond

Reviewed on 02/07/2018

Pros

The one thing that sticks out to me about this company is that when we first started with them we did not exactly fit the mold that we wanted to use Nicereply for. When I spoke to someone there they told me what I was looking for was actually in development and they allowed me to stay on a trial and kept me updated on the progress of the development that I needed.

That showed me they valued not only the customer but had faith that their product was going to fit our needs.

Cons

I do not have any con's at this time. Every time I have reached out to customer support I get top notch service.

Bryan F.
Overall rating
  • Industry: Consumer Services
  • Company size: 1,001-5,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

Amazing tool to keep track of your ratings

Reviewed on 03/12/2019

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

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

Pros

I like you easy it is to compile a weekly, daily or monthly report. It can be integrated with ticketing software. You can only filter by low rating in order to identify trends.

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.

Showing 5 reviews of 266 Read all reviews

Nicereply FAQs

Below are some frequently asked questions for Nicereply.

Nicereply offers the following pricing plans:

  • Starting from: $49.00/month
  • Pricing model: Subscription
  • Free Trial: Available

We do not have any information about Nicereply features

Nicereply has the following typical customers:

2-10, 11-50, 51-200, 201-500, 501-1,000, 1,001+

Nicereply supports the following languages:

Arabic, Chinese, Czech, Danish, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Irish, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Traditional Chinese, Turkish, Ukrainian

Nicereply supports the following devices:

Nicereply integrates with the following applications:

Aircall, CloudTalk, Freshdesk, Front, Gmail, Help Scout, Kustomer, LiveAgent, Mailchimp, Microsoft Outlook, Pipedrive, Slack, Zapier, ZenDesk Chat, Zendesk

Nicereply offers the following support options:

Email/Help Desk, FAQs/Forum, Knowledge Base Software, Phone Support, Chat

Related categories

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