Nicereply Pros and Cons

I've been using Nicereply for over 7 years now, and it's become an indispensable tool for our company. It's helped us to improve our customer satisfaction (CSAT) scores, gather valuable customer feedback, and build stronger relationships with our customers. Review collected by and hosted on G2.com.

I don´t see any problems with that. Everything works fine for me Review collected by and hosted on G2.com.

Nicereply is easy to use and super user-friendly. The data is tracked simply and reported back quickly. I enjoy the simplicity of searching for a user and finding all their past reviews. I like that it integrates with a lot of our products like ZenDesk and Slack. Review collected by and hosted on G2.com.

Sometimes there can be a lag on the interface which does not allow you to delete or move someone quickly. Review collected by and hosted on G2.com.

I like best how Nicereply makes it easy to gather and analyze customer feedback, leading to actionable insights. Review collected by and hosted on G2.com.

The only drawback I’ve noticed is that the customization options, while robust, can be a bit overwhelming for new users who might need a more simplified setup process. Review collected by and hosted on G2.com.

We particularly appreciate the ability to customize surveys to reflect our brand, ensuring a cohesive customer experience. The comprehensive analytics and detailed reporting have empowered our support team to monitor performance trends and make informed, data-driven improvements. Overall, Nicereply has been an invaluable tool in our quest to deliver exceptional customer service." Review collected by and hosted on G2.com.

For users who are new to customer feedback tools, there can be a learning curve associated with setting up surveys and understanding the detailed analytics. It may take some time for teams to fully utilize all the feature Review collected by and hosted on G2.com.

It is easy to set up the tool and to monitore it. Good integration with our communication tool. Review collected by and hosted on G2.com.

In your daily use, you should make it carefull that the metric is unbiased. It is hard to not only receive postive feedback, where the user push the client to put a rating, or the opposite : only angry clients that rates.

It should have an option to add criteria after putting Stars. For instance: You put 1 star, then other criteria with stars that you can adjust. Review collected by and hosted on G2.com.

Nicereply allows you to know how your clients rate you, it even allows you to have feedback from clients through the comments they leave you in the surveys, this in order to be able to have clarity not only about the rating, it allows you to know why they are rating you in a certain way Review collected by and hosted on G2.com.

I don't like that the arts or image of the surveys are not so customizable, I would like to be able to personalize the surveys more by adding my company logo or taking into account the institutional colors of my organization Review collected by and hosted on G2.com.

It is user friendly, you can use it after a video call, by just sharing a QR code which will link your customers directly to your survey. We practically use it on a daily basis.

It is mainly use by the customer support team. Review collected by and hosted on G2.com.

I think Nicereply covers everything you need, so I don't have any dislikes about it. Review collected by and hosted on G2.com.

Nicereply help us to know what is the level of satisfaction from our customers, we can measure CSAT and NPS to detect improvements. The best part are the comments where we can understand better the customers´pains Review collected by and hosted on G2.com.

Any in particular, it is a useful tool because allow us to have reports Review collected by and hosted on G2.com.

I like that it's simple to use and navigate. It provides all the information needed to locate the correct ticket to view the feedback left for the agents. Review collected by and hosted on G2.com.

It's limited in the amount of questions and specific ones that could be tailored to ask is difficult. Review collected by and hosted on G2.com.

Ease of use! it's very easy to set up and the integration with Zendesk makes it easy to import new agents and configure the surveys you want to set up. Review collected by and hosted on G2.com.

Support isn't the fastest but they're also based in EU. They don't seem to be the most helpful - in several instances I have had to go back and forth in emails to prove that their website is having the issue and the issue isn't on our end. It shouldn't be this difficult to troubleshoot your own software. Review collected by and hosted on G2.com.