Get a deep understanding of your customers and champion their experience with
The Nicereply rating feed provides a comprehensive view of team & agent performance regarding customer satisfaction, effort & loyalty.
Select one or more surveys to filter customer feedback. Identify feedback received by a specific agent, team, or multiple agents. Display positive, neutral, or negative feedback. Or filter ratings with or without comments.
The rating detail view includes a summary of the survey, rated agent, customers' name, company & email, and the date & location of the feedback.
Every rating you receive can be tagged. By doing so, you can separate customer feedback more effectively & ensure no issue goes unnoticed.
The rating feed displays a red issue tag whenever a negative rating is received. Unresolved issues are automatically tagged so they won't be overlooked.
Assess your team's performance and your CSAT, CES, & NPS scores.
Track CSAT, CES, and NPS trends over time.
Analyze the total number of surveys sent, the number of surveys opened, and the open rate. In the same view, the number of surveys answered & the response rate.
Analyze the performance of your agents.
Analyze the performance of your teams.
See feedback from your customers, pushed to their tickets, conversations, deals, etc. in the form of a note and a tag.
Automatically import customers & support agents from your helpdesk with 1 click.