Nicereply

Vorteile: 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.

Nachteile: 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...

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.