Nicereply

Avantages

Ce logiciel nous favorise l'enquête , satisfaction du client , expérience clientèle et gestion des avis.

Inconvénients

Ce logiciel n'a pas d'inconvénients ! C'est un bon logiciel , veuillez l'utiliser massivement pour la satisfaction de vos besoins dans ces domaines.

Avantages

La facilté de déploiement et quand il faut faire des opérations plus complexes l'aide du support qui assure un bon suivi technique.

Inconvénients

Je suis pleinement satisfait mais une évolution serait de pouvoir régler la fréquence d'envoi en signature email pour pas solliciter une notation à chaque email. Evidemment que ce soit automatique et que cela ne nécessite pas de devoir enlever le sondage en fin d'email.

Avantages

the comments received good recognize the good work that is done daily and the bad comments makes it work harder so that all the comments are good and every time we manage to reduce those bad comments that affect us for the other clients that read them and see something bad of the site
The prices are the best because if you buy the annual plan it is much cheaper than buying each month is a good offer annual plans

Inconvénients

the platform is very simple I would like that could be customized more to the taste of each otherwise I do not see anything bad all the work by means of nicereply is much simpler and more comfortable

Avantages

It was easy to filter and see a support agent's CSAT ratings quickly

Inconvénients

The graphs/charts could be more refined and have a more appealing UI instead of a simple barebones pie chart/bar graph

Alternatives envisagées 

Pourquoi passer à Nicereply

Avantages

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.

Inconvénients

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...

Avantages

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.

Inconvénients

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.

Alternatives envisagées 

Pourquoi passer à Nicereply

Avantages

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.

Inconvénients

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.

Avantages

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.

Inconvénients

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.

Avantages

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.

Inconvénients

I do not have any con's at this time. Every time I have reached out to customer support I get top notch service.

Avantages

I like you easy it is to compile a weekly, daily or monthly report. It can be integrated with ticketing software. You can only filter by low rating in order to identify trends.

Inconvénients

I like the service a lot, however, I feel that it's UI can be improved into a more modern layout to have a better experience.

Avantages

Has great features and their support is great and friendly. I have never had a problem with anything on here.

Inconvénients

none really. The software does everything we want it to do. In the past we had an issue with reviews being given to wrong people due to customer error, however, support was great in making sure we were able to reassign them!

Avantages

The clear stats we now have to track our mission as customer service. By connecting it to our Zendesk we always know where we stand with our own customers.

Inconvénients

Sometimes the automated emails can be a bit confusing to the less tech-savvy. It asks for a reply above the line which confuses some folks who don't realize you just simply reply to the email.

Avantages

The data is easy to extract, filter and read. Educating an agent using the extraction is simple and effective.

Inconvénients

It would be nice if the platform had real time monitoring so that our team can see the effects of their efforts as soon as the surveys come through.

Avantages

I'd say best thing about Nicereply is its variety when it comes to the surveys, it provides everything you need for your department, to get every feedback from your customers. Also, having API integration with various customer service platforms, it's huge plus!

Inconvénients

Export option for every survey and statistics. Their customer support is amazing and they're providing any report you might inquire, however having an option would be great!

Avantages

The simplicity for our customers which leads to more contributions. The clean dashboard and reporting.

Inconvénients

More customizations for how we solicit feedback and the ability to leverage NiceReply for proactive email campaigns. Better integration with Zendesk.

Avantages

Very easy to set up, see results, and track different users stats/comments/complaints/etc.

Inconvénients

Would have loved for it to be more customizable, the standard look is a bit old-school.

Avantages

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.

Inconvénients

Integrations with other softwares/ platforms are quite limited.

Avantages

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.

Inconvénients

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.

Avantages

I love nice reply because it always helps you see where your customers are enjoying your support and when they are not. Additionally, you can also see how your employees are handling interactions with your customers so that you can train those who need a little extra training or praise those who are going above and beyond for our customers!

Inconvénients

i do not think there is anything that i dislike of nice reply. They have always provided the support i need when i needed it and its an all around great product that i would definitely recommend.

Avantages

We are able to access additional feedback from customers who aren't particularly internet savvy and think they're emailing us (we get the full message!). Plus, when you have customers who are ecstatic, you get to review their feedback as well! Great for encouraging your staff.

Inconvénients

Not so much a dislike about the software as it is a mild frustration on not being able to remove negative feedback from the overall score when it had nothing to do with the situation (i.e. rating of 1, reason: my street was flooded and the mailman refused to delivery my package anyway).

Avantages

Able to identify weak customer services areas for improvement. Simple rating choices (Three options: thumbs up, thumbs down, neutral).

Inconvénients

Wish it was a little more customizable with the rating options. Ideally we would like two options: thunbs up and thumbs down.

Avantages

Nicereply provides easy access to current data, which definitely drive user engagement with metrics that impact our organization's success. Not to be overlooked, Nicereply provides engaging and relevant blog entries that are frequently shared among our agents.

Inconvénients

It wasn't available 20 years ago. My work life would have been even more focused if we had had Nicereply's actionable data within easy reach then.

Avantages

The ease of use for my team for individual score tracking, simplicity for me managing the overall scores, and simple operations for the customers when leaving ratings and comments.

Inconvénients

When we receive a negative score, we research which customer it came from so that we can try and remedy it. There is not always enough information on the review we receive to do this. That would be helpful.

Avantages

It updates quickly, and is able to give us the metrics we need to better understand how our clients feel about the support representatives.

Inconvénients

There isn't really much to dislike, other than there is no way we have been able to find that allows partial numbers, such as 5.5 or 7.5, only full integers. It may be a setting that we haven't seen, but it would be useful.

Avantages

I enjoy how easy and user-friendly the software makes my job.

Inconvénients

There could be more variety in the options available.