Ask customers for feedback via one-click survey placed in your email template. The easiest and most effortless way to ask for customer feedback. Include Nicereply surveys in every email response, or only the last reply when the request is dealt with.
Get all the benefits of a customer feedback program without sending any additional emails.
Don't want to include surveys in every response? Send your customers a survey in a separate email automatically after marking the conversation done.
You can create multiple different surveys and trigger them based on tags or different teams. This way you can send different surveys for different teams or customers. Don't send everyone the same generic survey when you don't have to.
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.
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.
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 or filter your surveys by a specific tag in Kustomer.
Get a better idea of what works to keep your customers satisfied. Gauge the performance of individuals and teams as well.
Measure the effort customers have to exert when dealing with you. Find and remove friction points.
Find out who trusts in your brand and why. Use this knowledge to enhance your support.
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 in the form of a note and a tag so that you can immediately see whether your customers are happy with your customer service.
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 Kustomer 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.