Nicereply

Un outil performant et un accompagnement du support !

Avantages :

La facilté de déploiement et quand il faut faire des opérations plus complexes l'aide du support qui assure un bon suivi technique.

Inconvénients :

Je suis pleinement satisfait mais une évolution serait de pouvoir régler la fréquence d'envoi en signature email pour pas solliciter une notation à chaque email. Evidemment que ce soit automatique et que cela ne nécessite pas de devoir enlever le sondage en fin d'email.

Nicereply does exactly what it needs too: deliver ratings and statements from email Customers.

Commentaires : Nicereply provides our team with an immediate understanding of a customer's view of their service. It also allows us to keep our eye on any customers that require additional attention or feel that their service or product experience is incomplete.

Avantages :

Nicereply knows what its good at and doesn't focus on anything else. The UI is intuitive, basic and helpful. This is a true "meat and potatoes" tool. It provides our team a pulse on our email support and customer contacts.

Inconvénients :

As stated previously, Nicereply only does one thing, albeit well. It fulfills its purpose but doesn't bring anything new or cutting edge to the table. You know what you get, the whole time.

Great and easy to use for for Customer Support metrics!

Avantages :

It was easy to filter and see a support agent's CSAT ratings quickly

Inconvénients :

The graphs/charts could be more refined and have a more appealing UI instead of a simple barebones pie chart/bar graph

Good idea in theory, but misses the mark when it comes to overall functionality.

Avantages :

It was fairly easy to set up and get running. The supplied good write-ups for getting things installed and connected to things like Zendesk. The graphs are easy to just copy-paste the code and it looks pretty nice.

Inconvénients :

If you make a mistake when setting up your reviewing, you have to start from the beginning to fix that mistake, you can't just fix it. I ever reached out to support for help but, after several days of no response, I ended up just deleting all the work I did and starting over from scratch. Only then I heard back from support and they essentially told me to do just that. In addition to this, it's impossible to get an accurate measurement of historic data. I wanted to simply pull my team's average score on a daily basis and report that. First off, they don't allow you to pull this information via CSV or spreadsheet, I had to look at this tiny chart and hover over each day individually. Secondly, I noticed different scores when I changed the date range. For example, I set my date range as May 1st - May 31st and on May 1st, my average team score was 5.93. When I changed my date range to May 1st - June 23rd and looked at May 1st, my average team score was now 6.1. I emailed their support, waited a few days, and heard back that they would check with their engineering team about that. A few days later, they said "The graph has just an informative character and scores are changed a bit so graph doesn't look to "bumpy" when there are multiple different scores every day. " When I pressed more on this, they said that I'd have to change the date range to each day to get accurate historic information, which is absolutely awful. Searching for a replacement for this product...

Must-have platform for customer service

Commentaires : It's been great, one of the main platforms of our workflow.

Avantages :

I'd say best thing about Nicereply is its variety when it comes to the surveys, it provides everything you need for your department, to get every feedback from your customers. Also, having API integration with various customer service platforms, it's huge plus!

Inconvénients :

Export option for every survey and statistics. Their customer support is amazing and they're providing any report you might inquire, however having an option would be great!