Nicereply

Very Easy to Use and Effective

장점:

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

단점:

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

Easy to use

주석: 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.

장점:

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.

단점:

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.

Effective to see customers hitting high numbers and even better when they leave nice comments.

주석: It´s easy, feedback.

장점:

Allows me to see satisfaction and feedback from my clients which is awesome. Means that I am doing something right! Everybody loves good reviews after all.

단점:

If people hit low numbers they often don´t bother to write what exactly made them do it or they do it anonymously.

Understand what your customers think of you

장점:

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.

단점:

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.

Great software for our company

주석: The reviews we receive from customers on Nicereply is really helpful in gauging how our agents respond and what policies work and don't work. It's great to receive many positive reviews, and we strive to improve practices based on feedback from negative reviews.

장점:

The tool is helpful in finding trends in how our customer service agents respond. The site is easy to navigate, and I like that I'm able to check reviews for different groups of agents as well as different time frames.

단점:

Some customers tend to leave multiple ratings, which can skew the average. The dropdown menu with agents' names used to be alphabetical, but now it's not which makes it hard for me to find a specific person and check their reviews.

Best CSAT Survey Software on the Market!

주석: 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.

장점:

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.

단점:

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

It's a easy app that helps you to understand your customer needs & react instantly to problems

장점:

I like the most that you can see daily what your customers think about your customer service, it's easy to use & helps your company at all levels due to the fact that sometimes customers don't have a place to write what they like or dislike about your services.

단점:

When someone press a bad face or a bad mark by mistake don't have an option to confirm something like: Are you sure? or something similar.

We needed customer feedback and NiceReply helped us get the feedback that we wanted.

주석: Great software for collecting feedback on your staff. Easy to use and fairly customisable to suit most helpdesk applications.

장점:

We've used a few other software providers and as soon as the word "NPS" is used the price point increases substantially. NiceReply allowed us to do NPS Surveys AND CSAT in the same software. It also allowed us to use a custom domain which is also another rare feature.

단점:

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.

I use NiceReply on a daily basis and it's great to manage representative's QA.

장점:

I like how easy it is to get a high-level overview of what customers think about each representative.

단점:

There aren't many downsides to the software. If I had to pick one I'd say it is not a lot of customers leave comments but that isn't NiceReply's fault.

Excellent tool, my opinion counts

주석: Exceptional tool to provide an accurate and guaranteed quality response as our technological services. It is for them that the use of Nicereply will increase each time. Happy with the results provided.

장점:

Quality is important, and with Nicereply we ensure that each customer receives the right attention, as we offer guaranteed quality. The tool forces us and makes us much more professional when it comes to offering technological services. The control panel allows us to operate effectively when responding to customers, very satisfied, not others, but having the tool, we respond immediately and accurately.

단점:

So far, it allows us to demonstrate that responding with quality is also possible, however, it is heavy at the moment of opening a personalized response.

Great addition to our team!

주석: 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.

장점:

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.

단점:

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.

Excellent Product! Very Easy to Use!

장점:

As a Customer Support Agent this platform allows me to see how I am doing overall, look for trends and the best part is that I can click on the review and it links to the case I worked in Salesforce. My manager can also see how I am doing and how my team is doing overall. The charts, numbers and colors all make it very easy to use and super clear to read and understand.

단점:

The customer is able to leave multiple reviews for the same case. For example if a customer is unhappy about something that is out of my control, such as a product or policy issue, they will continuously hit the "1" or "sad face" and it drops down my average when I get several of those in a row. I would like to see NiceReply put something in place that will prevent the same customer from being able to review more than once!

Does exactly what i need it to do!

장점:

This Product is Easy to of Use Lower up-front cost Feature rich May meet most of your business needs Support is often included or can be added with a maintenance contract User communities across the internet and forums provides self-help support Quick to deploy All design, development, QA/testing is handled by vendor

단점:

May come with upgrade costs, licensing fees, or per-seat costs Will likely not meet all business needs May include features and functions that are not wanted You may have to change business processes to match the software functionality Will be variably out-of-sync with your business vernacular

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

장점:

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

단점:

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 :))

Nicereply Reviews

주석: it makes it nice to show my boss that I am doing well and that our customers do appreciate what I do.

장점:

When I help out a customer which I do most of the time they like with I have said and give me a 10 for a review most of the time. This also goes to my manager which in turn makes me look good. However this can be a double edged sword.

단점:

When I have to give customers bad news or info they they don't like but I have no control over they give me a rating of 1 even if it's no fault of mine I am the message and take the brunt of there anger with the bad review.

Clear and concise! I love NR. :)

장점:

Easy to read results, easy for customer usability. I like seeing that the customers can rate both the service and the product. I am excited to see this evolve and grow over time.

단점:

I don't like that our customers do not always use the rating system correctly, and will reply within the NR comment box instead of the actual thread. I also don't like when I am rated a lower score that it will bring my overall score down when the customer is rating me for a policy, rather than my own effectiveness as an employee.

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

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

장점:

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!

단점:

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.

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

주석: Customer feedback, team training

장점:

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.

단점:

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.

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

장점:

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

단점:

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.

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

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

장점:

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.

단점:

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

Nice reply is super awesome and I love that it will let me shift between ones with comments and not

주석: Reviewing my success.

장점:

The charts for sure! And being able to see comments vs not comments. Its really good to see the ups and downs and then compare what you are doing now compared to the past.

단점:

Not enough things to filter the reviews by. I dislike how its just a 1, 5, or a 10. I wish the person giving the review could choose any number between 1-10.

Excellent product!

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

장점:

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!

단점:

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

Easy to use, effective

장점:

Questions can be customized with different rating systems, and customers are able to add additional commentary if needed.

단점:

We are unable to customize the Nice Reply widget in emails with HTML for branding purposes. It would be great if this feature was available. Also, customers cannot chance their review after submitting. Once we have helped the customer and resolved their concerns, we would like for them to be able to change their review if necessary.

Easy, reliable data

장점:

Ease of use, great data, accountability for our support team, gives a voice to our users. The system is easy to navigate and the data is easily accessible.

단점:

Nothing! It does exactly what I need it to. The only con I can think of is when I get a negative reply myself ;)

Saves Us So Much Time

주석: We were tracking customer satisfaction using various methods which made analysis tedious. 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.

장점:

It really is an all in one customer satisfaction survey tool which make its easy to capture your customer's satisfaction from different aspects. The dashboard allows you to see all pertinent statistics in one place which make comparison very easy. It also allows for creation of extremely professional looking surveys.

단점:

Integrations with other softwares/ platforms are quite limited.