par Nicereply

5 / 5 240 avis

Logiciels les + demandés

Pour qui ?

Every company which is focused on delivering a great customer experience.

Notes moyennes

240 avis
  • Note globale 5 / 5
  • Facilité d'utilisation 5 / 5
  • Service client 5 / 5
  • Fonctionnalités 4.5 / 5
  • Rapport qualité-prix 4.5 / 5

Informations sur le produit

  • À partir de $49/mois
  • Prix All features and great support is included on each plan.
  • Version gratuite Non
  • Version d'essai gratuite Oui
  • Déploiement Cloud, SaaS, web
  • Formation Formation présentielle
    Formation en ligne en direct
  • Ressources d'aide Support en horaire de bureau
    En ligne

Informations sur l'éditeur

  • Nicereply
  • Fondé en 2011

En savoir plus sur Nicereply

Nicereply helps hundreds of teams at companies like Microsoft, Lenovo, Hubspot and Buffer to measure and improve the quality of their customer service.
Measure CSAT, NPS and CES 2.0 per agent, team or company-wide. Increase your survey response rates by 200%. See your data in your support software and set triggers based on it. Get 3x more feedback while sending less emails. Customize both the look and content of your surveys. Set goals, track KPIs, generate reports and more.

Nicereply - Fonctionnalités

  • Analyse de texte
  • Analyse des sentiments
  • Analyse des tendances
  • Analytique
  • Collecte multicanal
  • Gestion des actions
  • Gestion des commentaires
  • Gestion des connaissances
  • Gestion des enquêtes
  • Segmentation de la clientèle
  • Tableau de bord
  • Analytique
  • Collecte de commentaires
  • Feedback à 360 degrés
  • Gestion des enquêtes
  • Rapports sur les appels
  • Suivi des plaintes
  • Bibliothèque de questions
  • Collecte de réponses hors ligne
  • Division des questions (question branching)
  • Enquête mobile
  • Enquête sur sites web
  • Logique d'évitement
  • Outils d'analyse de données
  • Prise en charge des fichiers audio, image et vidéo
  • URL d'enquêtes personnalisées
  • e-mail marketing

Avis les plus utiles sur Nicereply

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

Traduire avec Google Translate Publié le 02/07/2018
Kevin Monk
Customer Operations Manager
Temps d'utilisation du produit: 6 à 12 mois
Provenance de l'utilisateur 
Source : asdf
Note globale
2 / 5
Facilité d'utilisation
1 / 5
2 / 5
Support client
2 / 5
Rapport qualité-prix

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...

Great for metrics

Traduire avec Google Translate Publié le 14/06/2018
IpsyCare Agent
Internet, 201-500 employés
Temps d'utilisation du produit: plus d'un an
Provenance de l'utilisateur 
Source : asdf
Note globale
5 / 5
Facilité d'utilisation
4 / 5
5 / 5
Support client
4 / 5
Rapport qualité-prix
Probabilité de recommander le produit :
Très faible Très élevée

Commentaires: Ensure the happiness of customers and how well the staff is responding to them by addressing their concerns and questions. Also, it helps us to identify trends and issues.

Avantages: It's a great assessment tool and it provides valuable metrics for management about performance. The UI dashboard is very simple and easy to use. I like the sample options and date range features included on the dashboard and that each NR is hyperlinked for direct access. This might be totally unrelated, but I enjoy the customer service articles NR sends to my inbox. I find them applicable to my current role.

Inconvénients: I really dislike the fact that customers can rate the same case multiple times, this is one the MAJOR downsides of NR. When customers are irate or it's simply something that is out of our control, they will use this to mark the agent with negative ratings (sometimes multiple times). Luckily, management reviews the agents NR rating and can determine whether or not the unfair score should be deleted. It's a bummer that NR isn't integrated with social customer service software such as Conversocial.

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