Congratulations to the expense and document management system Neat, who achieved the biggest growth in Customer Satisfaction in the last year.
Average Icon Average score 7.53
Rating Icon Number of ratings 2,604

Neat Story

Please briefly
introduce your company

Neat is accelerating small businesses’ transition to a world where keeping books is simple, frictionless, instant and automated. We do this by helping businesses track, manage and centralize their financial data to be prepared for tax time and stay informed about the health of their business.

We proudly support over 100,000 small businesses throughout North America and strive to find new ways to simplify accounting for our customers.

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 launched a brand new product with many new exciting features and capabilities. Our 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.

Best agents

Place Agents name Avg. score
1. Micah S. 9.68
2. Ronn R. 9.86
3. Alvi M. 9.54
4. Lorren A. 9.38
5. Ceasar M. 9.56

Customer thoughts

Great service. I can't think of one thing that needed improvement.

Nothing to improve, the Neat Rep. did an EXCELLENT job!

Your client support person was Excellent, uplifting and knowledgeable! Thank you.

Nothing to improve, great customer services and follow up. Love it. Amazing customer services!!!!

Wonderful customer service. Some of the best in the business.

Most frequent words


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