Nicereply

Customer Satisfaction Survey, Net Promoter Score & CES 2.0

4.7 /5 (266 reviews) Write a Review!

Nicereply Overview

What is Nicereply?

Nicereply is an online customer satisfaction survey software for measuring Customer Satisfaction (CSAT), Net Promoter Score (NPS) and Customer Effort Score (CES) per agent, team or company-wide, helping teams measure and improve the quality of their customer service.

Brands can ask customers the right question at the right time with branded one-click surveys. Users are able to customize surveys and add additional questions, and choose a survey distribution that fits their need. Collect ratings with every interaction, automatically after an event occurs, or manually at any time.

Uncover insights about customer satisfaction, loyalty, advocacy and more. Predict trends with real-time CSAT, CES and NPS ratings and charts. Recognize support heroes 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.

Nicereply Overview

Pricing

Starting from
US$49.00/month

Pricing options

Free Trial
Subscription
Value for money

Mini plan - $49/month billed monthly, $39/month billed yearly (up to 100 received ratings)

Start plan - $99/month billed monthly, $79/month billed yearly (up to 250 received ratings)

Grow plan - $199/month billed monthly, $159/month billed yearly (up to 1,000 received ratings)

Business plan - $299/month billed monthly, $239/month billed yearly (up to 2,500 received ratings)


Nicereply Features

Devices
Business size
S M L
Markets
United States, Canada, United Kingdom, Australia, China, India
Supported Languages
Arabic, Chinese (Simplified), Chinese (Traditional), Czech, Danish and 20 others, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Irish, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Turkish, Ukrainian

Media

Customer Effort Score works well on every mobile device
Collect CSAT via web browser
Net Promoter Score Survey in your email
Real-time Net Promoter Score ratings
Rating value and comment push to you help desk/crm
Chose the right way to measure customer satisfaction
Integrate with Salesforce
Collect ratings with every interaction, automatically after an event occurs, or manually
Stay on top of customer experience with regular reports and notifications delivered directly to an email inbox
Nicereply video Nicereply screenshot: Customer Effort Score works well on every mobile device Nicereply screenshot: Collect CSAT via web browser Nicereply screenshot: Net Promoter Score Survey in your email Nicereply screenshot: Real-time Net Promoter Score ratings Nicereply screenshot: Rating value and comment push to you help desk/crm Nicereply screenshot: Chose the right way to measure customer satisfaction Nicereply screenshot: Integrate with Salesforce Nicereply screenshot: Collect ratings with every interaction, automatically after an event occurs, or manually Nicereply screenshot: Stay on top of customer experience with regular reports and notifications delivered directly to an email inbox

Nicereply Reviews

Nicereply Reviews

Overall rating
4.7
/
5
Excellent
204

Very good
57

Average
3

Poor
2

Terrible
0

Value for Money
4.7
Features
4.6
Ease of Use
4.7
Customer Support
4.7
98% recommended this app
Zach S.

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

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.


Emily M.

Easy to use

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.


Kevin M.

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


Hollie C.

It's not quite there yet, but it's a good tool so far.

Nicereply allows us to see who's responded to our surveys, and follow up on these. Good reporting for CSV exports so we can keep the statistics.
Their support team have come back on a few questions/ queries our team have had so far, so support-wise they're responsive.


Spirit C.

Very Happy They Went Above and Beyond


Zach S.

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

Used Daily for 2+ years
Reviewed on 02/07/2018
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 9.0/10

Emily M.
Industry: Consumer Goods
Company size: 11-50 Employees

Easy to use

Used Daily for 1-5 months
Reviewed on 14/08/2019
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 8.0/10

Kevin M.

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

Used Daily for 6-12 months
Reviewed on 02/07/2018
Review Source: Capterra

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...

Rating breakdown

Value for Money
Ease of Use
Customer Support

Hollie C.
Industry: Internet
Company size: 11-50 Employees

It's not quite there yet, but it's a good tool so far.

Used Monthly for 1-5 months
Reviewed on 30/07/2020
Review Source: Capterra

Nicereply allows us to see who's responded to our surveys, and follow up on these. Good reporting for CSV exports so we can keep the statistics.
Their support team have come back on a few questions/ queries our team have had so far, so support-wise they're responsive.

Pros

Nicereply is a relatively inexpensive simple tool and allows us to send Net Promoter Surveys to our clients to check in with how we're doing. The dashboard and reporting are pretty good, allows us to see who's responded, and send reminders to those who haven't which is great.

Cons

Nicereply as an application feels like it's still in it's Beta phase. There's functionality not yet included that's present in other platforms that do this, and a few stopping points.
Creating a campaign survey, design is limited (you can add your custom brand colours) - or you can copy the survey code and use a different platform to send it from e.g. Mailchimp - but this means you can't send reminders.
We created a few test surveys first to see what we could do, things we found were:
- if you're working with a global team, you'll find you'll need to change the timezone in settings to schedule campaigns properly.
- you can't change contact lists once you've set up the campaign
- you can send tests and these come through quickly, although as soon as you send the campaign (even if to a 'test contact list') you cannot send it again, nor send tests. So if you made a mistake, once it's gone - it's definitely GONE!
- relating to my previous point; I created a campaign and sent the campaign to my team to check it using a test contacts list (rather than using send test, because I also wanted to test the scheduling tool). My team came back with changes, but because the campaign was in 'sent' status- I couldn't make the edits, nor duplicate the campaign to save time.
Whilst I see the logic of this, in that if the campaign is Sent it shouldn't be editable in post, other platforms (dotmailer / mailchimp) do offer functionality to copy campaigns, resend etc.

Rating breakdown

Ease of Use
Customer Support

Likelihood to recommend: 6.0/10

Spirit C.
Company size: 51-200 Employees

Very Happy They Went Above and Beyond

Used Daily for 1+ year
Reviewed on 02/07/2018
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

User recommendation
9/10
Based on 266 user ratings
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Nicereply Pricing

Nicereply Pricing

Starting from
US$49.00/month
Free Trial
Subscription
Value for money

Mini plan - $49/month billed monthly, $39/month billed yearly (up to 100 received ratings)

Start plan - $99/month billed monthly, $79/month billed yearly (up to 250 received ratings)

Grow plan - $199/month billed monthly, $159/month billed yearly (up to 1,000 received ratings)

Business plan - $299/month billed monthly, $239/month billed yearly (up to 2,500 received ratings)

Mini plan - $49/month billed monthly, $39/month billed yearly (up to 100 received ratings)

Start plan - $99/month billed monthly, $79/month billed yearly (up to 250 received ratings)

Grow plan - $199/month billed monthly, $159/month billed yearly (up to 1,000 received ratings)

Business plan - $299/month billed monthly, $239/month billed yearly (up to 2,500 received ratings)

Value for Money
4.7/5
Based on 266 user ratings
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Nicereply Features

Nicereply Features

API
Activity Dashboard
Alerts / Escalation
Automatic Notifications
CRM Integration
Chat
Customizable Branding
Email Integration
Instant Messaging
Knowledge Base Management
Monitoring
Multi-Channel Communication
Real Time Monitoring
Reporting & Statistics
Self Service Portal
Social Media Integration
Support Ticket Management
Surveys & Feedback
Third Party Integration
Workflow Management
Features
4.6/5
Based on 266 user ratings
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Categories

Additional information for Nicereply

Additional information for Nicereply

Key features of Nicereply

  • CRM integration
  • CSAT
  • Customer Effort Score
  • Customer service analytics
  • Desk.com Integration
  • Feedback collection
  • Help Scout Integration
  • Mobile ready surveys
  • Net Promoter Score
  • Notifications
  • Performance analytics
  • Ratings & reviews
  • Reporting
  • Salesforce Integration
  • Simple customization of rating page
  • Surveys & feedback
  • Zapier integration
  • Zendesk Integration

Benefits

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.

Nicereply FAQs

Nicereply FAQs

Below are some frequently asked questions for Nicereply.

Q. What type of pricing plans does Nicereply offer?

Nicereply offers the following pricing plans:

Starting from: US$49.00/month

Pricing model: Subscription

Free Trial: Available

Mini plan - $49/month billed monthly, $39/month billed yearly (up to 100 received ratings) Start plan - $99/month billed monthly, $79/month billed yearly (up to 250 received ratings) Grow plan - $199/month billed monthly, $159/month billed yearly (up to 1,000 received ratings) Business plan - $299/month billed monthly, $239/month billed yearly (up to 2,500 received ratings)

Q. What are the main features of Nicereply?

Nicereply offers the following features:

  • CRM integration
  • CSAT
  • Customer Effort Score
  • Customer service analytics
  • Desk.com Integration
  • Feedback collection
  • Help Scout Integration
  • Mobile ready surveys
  • Net Promoter Score
  • Notifications
  • Performance analytics
  • Ratings & reviews
  • Reporting
  • Salesforce Integration
  • Simple customization of rating page
  • Surveys & feedback
  • Zapier integration
  • Zendesk Integration

Q. Who are the typical users of Nicereply?

Nicereply has the following typical customers:

Small Business, Large Enterprises, Public Administrations, Non Profit, Mid Size Business

Q. What languages does Nicereply support?

Nicereply supports the following languages:

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

Q. What type of pricing plans does Nicereply offer?

Nicereply has the following pricing plans:

Subscription

Q. Does Nicereply support mobile devices?

We do not have any information about what devices Nicereply supports

Q. What other apps does Nicereply integrate with?

Nicereply integrates with the following applications:

Bitium, Front, HappyFox, Help Scout, HelpMaster, Kayako, LiveAgent, ProjectManager.com, TeamSupport, Zendesk

Q. What level of support does Nicereply offer?

Nicereply offers the following support options:

Knowledge Base, Online Support, FAQs, Phone Support