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Nicereply
Was ist Nicereply?
Nicereply hilft Hunderten von Teams in Unternehmen wie Microsoft, Lenovo, Hubspot und Buffer, die Qualität ihres Kundenservices zu messen und zu verbessern.
Miss CSAT, NPS und CES 2.0 pro Agent, Team oder unternehmensweit. Steigere die Rücklaufquote deiner Umfragen um 200 %. Sieh dir deine Daten in der Support-Software an und stelle darauf aufbauende Trigger ein. Erhalte dreimal mehr Feedback und sende weniger E-Mails. Passe sowohl das Aussehen als auch den Inhalt deiner Umfragen an. Setze Ziele, verfolge KPIs, erstelle Berichte und vieles mehr.
Wer verwendet Nicereply?
Jedes Unternehmen, das sich darauf konzentriert, ein großartiges Kundenerlebnis zu bieten.
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Nicereply
Bewertungen über Nicereply

Great software for our company
Kommentare: 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.
Vorteile:
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.
Nachteile:
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.

Nicereply allows our team to provide the best service possible.
Kommentare: As a team member, it helps me track and make sure I am continuing to live our companies core values.
Vorteile:
The ability for us to get almost instant feedback from our customers after an interaction, allows us to make on the fly adjustments and track trends with team members. And the helpful articles that explore effective customer service techniques.
Nachteile:
The dashboard could be a little bit more robust I think. I wish there were more metrics to compare and help us track more effectively.

Good for Customer Service, but not necessary
Vorteile:
You get to see your reviews in real-time.
Nachteile:
It is unnecessary, people are less likely to give positive reviews than negative ones.

Excellent Customer Satisfaction, Customer Effort, and Net Promoter Score software!
Kommentare: Our survey responses increased by 50%. We were able to measure with a 10 point scale as opposed to a 2 point scale. Weekly reports are sent to me which ensures that I am pushing out the results to my Team.
Vorteile:
Nicereply is easy to use, easy to setup, and easy to integrate. The system is robust from a measurement standpoint and engaging for the user. The visual indicators of satisfaction, make it very easy for the user/customer to quickly rate service, effort, or opinion of our services.
Nachteile:
There is not much to not like about Nicereply. It's not a full featured survey platform, so I use a different product for things outside of its wheelhouse.

Very Easy to Use and Effective
Vorteile:
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
Nachteile:
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

Best CSAT Survey Software on the Market!
Kommentare: 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.
Vorteile:
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.
Nachteile:
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
Vorteile:
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.
Nachteile:
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.
Kommentare: Great software for collecting feedback on your staff. Easy to use and fairly customisable to suit most helpdesk applications.
Vorteile:
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.
Nachteile:
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.
Antwort von Nicereply
vor 7 Jahren
Thanks :)

Effective program to track customer satisfaction metrics
Kommentare: Overall it has helped to build metrics for our client support operation, it gives us something to build off of as opposed to before offering clients any type of satisfaction based response tool.
Vorteile:
I like that it can easily be added to an email to clients and allow them to click to access the submission. It also is easy to receive notifications and track the submitted information.
Nachteile:
No big cons in particular, it's a pretty straight forward software in that you build a survey or metric based response for the customer.

Easy way to measure CSat Scores.
Vorteile:
It is easy for customers and looks good at the bottom of the emails.
Nachteile:
A person can click on it multiple times skewing scores.
Great for metrics
Kommentare: Ensure the happiness of customers and how well the staff is responding to them by addressing their concerns and questions. Also, it helps us to identify trends and issues.
Vorteile:
It's a great assessment tool and it provides valuable metrics for management about performance. The UI dashboard is very simple and easy to use. I like the sample options and date range features included on the dashboard and that each NR is hyperlinked for direct access. This might be totally unrelated, but I enjoy the customer service articles NR sends to my inbox. I find them applicable to my current role.
Nachteile:
I really dislike the fact that customers can rate the same case multiple times, this is one the MAJOR downsides of NR. 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). Luckily, management reviews the agents NR rating and can determine whether or not the unfair score should be deleted. It's a bummer that NR isn't integrated with social customer service software such as Conversocial.
Thumbs up for Nice reply
Kommentare: Overall very positive experience
Vorteile:
Nicereply is easy to use and read to get feedback from customers on our interactions. In our company, we interact with people on the daily and it is good to get feedback from them so that we can be successful
Nachteile:
Not much I can say as negative except maybe that Customers are only given 3 options which I guess I for simplicities sake
Excellent product!
Kommentare: Ease of use, great reporting opportunities, weekly updates from the team!
Vorteile:
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!
Nachteile:
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 Customer Satisfaction tool
Vorteile:
It's very easy to implement in to our customer communications, and get real data around how satisfied our customers are with our service.
Nachteile:
There is nothing I dislike about Nicereply.
Great Tool for Customer Feedback
Kommentare: This is a wonderful tool for our company to quickly resolve any issues. Some of our clients don't write feedback to the agents directly and will use NiceReply as a buffer. We can then figure out our client's problems and quickly get back to them with solutions.
Vorteile:
This tool is easy to implement in emails, giving your clients the opportunity to quickly provide feedback on your services. Fast and accurate software with great customer support that efficiently resolves issues. Overall a great tool to allow your clients to provide accurate feedback.
Nachteile:
This software can at times give feedback scores to other colleagues, rather than yourself, thus skewing the results for the agents.
It's easy to use and review my team's ratings daily or periodically.
Vorteile:
Actually I only used nicereply for less than 2 months since I joined a new company. It's quick and easy to use for a startup company which is not able to devote a lot of resource in developing a software of itself for evaluating the customer service's work from customer's viewpoint.
Nachteile:
I just have some suggestions for nicereply. First, I have three CS teams and if I want to view the scores of each team, I have to output the csv datasheet to deal with it. If I can set it on nicereply and view the team's score directly on nicereply, it would be better. Second I can not understand the calculating of the average score. For instance, If I have 6 agents in a team(team 1), their score is 9, 7, 6,1,1,1, then the average score of this team is 4.17, but if I have 4 agents in another team(team 2), their score is 9.7,6,1, then the average score of that team is 5.75. So if 3 agents get 1 score respectively( that is the case in team 1), and if an agent get 1 score( average score for 3 ratings), then the average of the team is totally different, but the only difference is that the 1 score from 3 replies of one agent and 1 score from 3 replies of three agents. I don't understand why. If nicereply can suggest a better way of calculating the average score of a team, that would be perfect.
Antwort von Nicereply
vor 7 Jahren
Alla, it's possible to fix this hassle very quickly. You can create team in Nicereply. See this how to manual: https://support.nicereply.com/hc/en-us/articles/115002909372-Team-Management
Excellent product. Works as expected.
Kommentare: So far we are able to collect and measure our customer's/guest's feedback rate. It is still too soon to state benefits received. We should probably be able to provide a more complete picture on the benefits once we complete using your software for at least a year.
Vorteile:
We've been using NiceReply for the past 5 months to get feedback on our customer's/guest's experience dealing with our reservations emai support team. 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.
Nachteile:
This is probably not a Con for the software itself, but we are able to get only a small sample of our total email recipients to respond and provide feedback. The click-through rate for feedback is low in comparison to the total number of customers we interact with.
Integral part of our Support experience
Kommentare: Visibility into support team actionable data.
Vorteile:
I love that it integrates with Front and allows us to respond to customers and find ways to improve both of CES and CSAT.
Nachteile:
Would love better analytics, to get actionable data it requires exporting and drilling down outside of the software.
Perfect product for measuring customer feedback
Vorteile:
Simple integration with tools like Front, allowing us to get feedback directly from customer conversations. Great, fast customer support from a team that cares about their product
Nachteile:
For the job we use it for, NiceReply does everything we need. It's sometimes frustrating to see a customer leave a negative rating, with no feedback comment, but that ability to not leave comments surely improves the response rate.
Great Product
Kommentare: Great way to monitor customer service levels, head off customer complaints, and monitor common customer complaints.
Vorteile:
I like the ease of use for the user, as well as the usefulness of the application for both monitoring common customer complaints as well as the quality of customer service given by employees.
Nachteile:
I don't like that sometimes the comments lack context, but it's really up to the data reviewer to determine that.
Overall very informative and useful
Kommentare: very good but annoying that the weighting for 1's seems to be far greater than the weightings for 5 and 10's, basically means I need 8-9 10's to outweigh only one 1
Vorteile:
I like that it is clear in it's functionality
Nachteile:
I'd like to see my overall average again but this function has been removed
Nicereply has been helpful to get a glimpse of how well we are servicing our customers.
Vorteile:
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.
Nachteile:
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.
Valuable information that allows customers to leave more information
Kommentare: Real-time feedback from customers during the course of a help ticket, so we can gauge their feelings about support before resolution is found
Vorteile:
Gives our customers a chance to leave feedback that they otherwise wouldn't think about leaving. We get another chance to respond to their comments and concerns with a rating they provide.
Nachteile:
Haven't had to engage support for any concerns, so not sure how well that would be. This may have more to do with our implementation but we have customers responding to NiceReply with information that they should provide to our support staff, thus confusion regarding "where do I leave comments if issues unresolved?"
Easy to use, Good system
Kommentare: Being able to see what people think of your email writing skills
Vorteile:
This has allowed our team to improve overall customer service satisfaction.Super easy and quick set up and great integrations
Nachteile:
As a part of a customer service team, no real dislikes as yet. I have not yet come upon anything bad in the Nicereply system
Nicereply is great - easy to use!
Vorteile:
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.
Nachteile:
I have no problems at all with the software! I didn't see any areas of confusion, and enjoyed our partnership with them!