Fully customize your surveys and choose from multiple metrics & rating scales.
If you want to understand your customers, you need to ask for feedback! You’d be surprised how much great insight they’re willing to give.
Nicereply makes it simple for your team to develop a scaled customer feedback machine that is measurable, and it can help your team give world-class support.
Add a logo to your survey, so customers can immediately recognize who’s contacting them.
Match your survey’s design to your brand for a more coherent experience.
Ask your customers a question that makes sense in a given situation.
Decide how many options will your customers have to answer. You can choose from:
Need more feedback? Ask multiple questions. For example "Was the solution helpful?" and "How satisfied were you with John’s response?" to look at the issue from different points of view.
Fit your survey to different situations. Did your customer contact about a specific product? Ask about that product specifically in the survey. Did they reach out to you from a different country? Send them a survey in their language.
You can trigger different surveys for different teams and inboxes.
If you are sending a separate survey email, decide how long after resolution would you like to send it. You can survey immediately, after an hour, or the day after. It's up to you.
Don’t overwhelm your customers with survey emails. Choose after how many days can a customer receive another survey email.
Ask customers for feedback via a one-click survey placed in your signature. The easiest and most effortless way to ask for customer feedback.
Get all the benefits of a customer feedback program without sending any additional emails.
See how satisfied customers are with your canned responses. Place a satisfaction survey in your message templates and see which responses work and which don’t. You can put different surveys into different templates.
Don’t want to include surveys in your responses? Send your customers a survey in a separate email automatically after archiving the conversation.
You can create multiple different surveys and trigger them based on tags. This way you can send different surveys for different teams and inboxes. Don’t send everyone the same generic survey when you don’t have to.
Get feedback on your SMS and chat conversations as well. Nicereply surveys can also be placed as a simple URL which can be included in an automated reply to archived SMS and chat conversations.
Get a better idea of what works to keep your customers satisfied. Gauge the performance of individuals and teams as well.Read more about CSAT »
Measure the effort customers have to exert when dealing with you. Find and remove friction points.Read more about CES »
Find out who trusts in your brand and why. Use this knowledge to enhance your support.Read more about NPS »
Unlike other solutions, Nicereply doesn’t create a new conversation every time a customer gives you feedback. Instead you can see it in the same conversation as a note and a tag.
See customer feedback matched to specific conversations, not just contacts.
Filter all your conversations based on how satisfied your customers were. Tags added to every rated conversation makes it easy to filter and search through them.
Measure customer satisfaction across all your support channels.
See and compare the performance of different agents and teams.
Drill down for more insights with analytics featuring leaderboards, histograms, trend charts, and more.
Identify feedback in context with a direct link to the rated conversation.
We all make mistakes. Sometimes you get bad feedback by mistake. Sometimes you get hit by spambots. Nicereply allows you to edit and delete ratings to solve these problems.
Sync all your Front users to Nicereply with one click. New users added afterward will receive an automated email with login instructions.
Customers often don’t share their names in feedback forms. Nicereply will automatically add customer names based on the conversation ID.
Setting automation rules based on the feedback you receive makes it easy to follow up with satisfied or dissatisfied customers this way.
See customer feedback as soon as it arrives in your Slack or Microsoft Teams.