The Neat Company
Congratulations to the expense and document management system Neat, who achieved the biggest growth in providing the most Effortless Experience in the last year.
Average Icon Average score 4.25
Rating Icon Number of ratings 5,570

The Neat Company Story

Please briefly
introduce your company

Neat focuses exclusively on developing powerful yet cost effective tools for small businesses that help with expense management, automated bookkeeping and document organization. We proudly support over 100,000 small businesses throughout North America and continue to grow and expand.

What role does customer support have in your company?

Customer support is vital to our company's success! As a Software-as-a-Service (SaaS) company, customer perception and loyalty is typically based on the most recent interaction the customer had with us. We empower everyone at Neat to get involved with our customers, not just our Customer Care team.

What does customer happiness mean to you?

Customer happiness is everything to us! It is our number one priority. Customer happiness is both anticipating customer pain points to proactively prevent them from happening and also providing a positive meaningful experience to our customers when they do need to contact us. We are not happy if the customer is not happy.

What would you advise other companies to do to achieve the same success as you did?

1. Communication. As with every type of relationship, communication is key to success. Communication both internally and externally is crucial. Internal communication helps to build an effective team and boost morale. External communication ensures transparency and helps to build trust in your brand.

2. Define a process for managing customer feedback, like how you are going to track customer feedback and how and when you are going to respond to customer feedback.

How did Nicereply help you?

Nicereply helps us to track how our customers feel about our company after recent interactions they had with our Customer Care team in real-time. We’ve incorporated both customer CSAT and CES scores in SalesForce, our CRM and case management system. From there we can review each response - good and bad - and use that information to provide coaching to team members, look for ways to improve the customer experience, motivate each other to provide superior customer support, and create workflow rules for following up.

What was the biggest challenge you had to face this year?

This year we made big changes to our products and services. Or biggest challenge was trying to effectively communicate these changes to our customer base and roll out the new products in a way that was easy for our customers to follow. Customer feedback has been crucial this year and we’ve added in-app capabilities to incorporate more help and feedback tools in our applications to garner more customer feedback.

Why is it important to measure customer feedback?

Customer feedback is an important metric we use to help manage our business. It is an indicator of customer loyalty and helps us identify opportunities for improvement.

Customer thoughts

My rep was excellent and answered all my questions.

The best service EVER!!! Thank you!

Nothing, your representative was not only attentive but friendly all at the same time. It was an absolute pleasure. Thank you so very much

I can’t think of anything you could’ve done to help me better the case was resolved and communication was excellent Thanks so much

ABSOLUTELY THE BEST CUSTOMER service I have experienced in a very long time!

Most frequent words


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