Ask customers for feedback via a survey placed at the bottom of your response. You can embed the survey based on your existing Zendesk triggers.
Include a satisfaction survey in your response after closing a ticket, sending a summary, or even in every response you send out.
See how satisfied customers are with your canned responses. Place a satisfaction survey in your macro template and see which responses work and which don’t. You can put different surveys into different macros.
Don’t want to include surveys in your responses? Send your customers a post-resolution survey in a separate email. You can create multiple different surveys and trigger them based on tags.
This way you can send different surveys for different agents, departments, customer groups, languages, and ticket types. 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 survey for:
See and compare the performance of different agents, teams, and departments.
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 ticket.
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 Zendesk 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 ticket 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.
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.
Works with Zendesk Support, Chat, Guide and Talk. Measure customer satisfaction across your Zendesk suite with any Zendesk plan. You don't need a Professional or Enterprise plan to use Nicereply.
Unlike other solutions, Nicereply doesn’t create a new ticket every time a customer gives you feedback. Instead you can see it in the same tickets as a note and a tag.
See your company's ratings, dashboards, the total number of ratings, and average scores directly in a Zendesk sidebar widget..