Help Desk

Kiosk

Web and Video Conferencing

Customer Support

AI Code Generation

Automation Testing

Beta Testing

Feature Management

Development

Virtual Classroom

Education

AI Document Creation

Business Intelligence (BI)

Collaboration

Demand Planning

Internal Communications

Knowledge Management

Quality Management

Supply Chain Visibility

Whistleblowing

Enterprise

Accounting

Cash Flow Management

Finance and Accounting

Applicant Tracking

Corporate Learning Management

Employee Monitoring

HR Management

Payroll

Talent Intelligence

Talent Management

Video Interview

Workforce Analytics

Workforce Management

eLearning Content

Human Resources

Blockchain-as-a-Service (BaaS)

Business Process Automation

Cloud Data Warehouse

Cloud Storage

Data Integration

Data Replication

Database-as-a-Service (DBaaS)

Embedded Database

Encryption Key Management

Fraud Detection

IT Alert Management

Integration Platform as a Service (iPaaS)

Network Performance Monitoring

OpenStack Cloud

Scale-Out Storage

Test Management

User Activity Monitoring

Value Stream Management

WAN Optimization

Web Content Filtering

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Content Management

Email Marketing

Enterprise Marketing Management

Grant Management Software

Livestream

Marketing Automation

Social Media Management

Survey & Forms Building

Web Analytics

Marketing

Project Management

Professional Services

Auction Software

Customer Relationship Management (CRM)

Sales Consulting

Sales Incentive Compensation Management

Sales Training

Sales

Agriculture

Inventory Management

Last Mile Delivery

Military and Defense

Online Ordering

Shipping

Vertical-Specific

Find top rated software and services based on in-depth reviews from verified users. 400+ software categories including PaaS, NoSQL, BI, HR, and more.

Qualtrics XM for Customer Frontlines

Qualtrics

MindTouch

Zoho CRM Plus

Zoho

Cisco Webex Experience Management (discontinued)

Discontinued Products

PG Forsta HX Platform

PG Forsta

Medallia

Verint Voice of the Customer

Verint

Sogolytics

Alida CXM

Alida

GetFeedback

Delighted by Qualtrics

Customer Thermometer

Zendesk Suite

Zendesk Chat

Zendesk Talk

Zendesk Guide

Front

LiveAgent

Pipedrive

Freshdesk

Aircall

CloudTalk

### Customer Feedback Management
Users across various reviews consistently highlight Nicereply's effectiveness in collecting and managing customer feedback. They appreciate the ease of use, real-time feedback capabilities, and the ability to track feedback efficiently. The platform's user-friendly interface and customizable features make it a valuable tool for businesses looking to enhance their customer feedback management processes. Additionally, the integration with various customer service platforms and the option to filter specific ratings are noted as significant advantages by users. The ability to capture feedback per interaction and on a per-agent level is seen as a key benefit for improving overall customer experience. Users also value the detailed analytics provided by Nicereply, allowing them to make data-driven decisions to enhance their services based on customer feedback.

### Real-Time Customer Insights
Users generally appreciate Nicereply's ability to provide real-time feedback and intuitive survey customization options. While some users find the system to be skillful in collecting important information from clients, others have noted drawbacks in the real-time statistics system. Despite some concerns about delayed updates in the statistics, Nicereply is praised for its lightweight and user-friendly interface, allowing for easy feedback collection and distribution. The platform's reliable analytics and customizable survey options contribute to its overall positive reception among users seeking real-time customer insights.

### Feedback Response Management
Users generally believe that Nicereply's response management capabilities are efficient in gathering feedback from customers, allowing for easy tracking of quality and service ratings. However, some users have raised concerns about the system's real-time statistics functionality, noting delays in updating survey responses. Despite this, Nicereply's ability to personalize surveys with the company's brand is appreciated for enhancing customer awareness during feedback submission.

### Service Quality Improvement
Users consistently highlight Nicereply's ability to drive continuous improvement in customer service and enhance overall service quality. The feedback provided by customers allows for the identification of systematic issues, enabling targeted training improvements. By leveraging direct reviews and comments, teams can extract valuable insights to enhance their performance and deliver a superior service experience. This proactive approach to addressing customer feedback has resulted in a more effective marketing strategy, increased sales, and heightened customer satisfaction levels. Through the platform's reporting capabilities, businesses can pinpoint areas for improvement, strengthen existing strengths, and swiftly address any deficiencies, ultimately fostering a culture of quality and excellence in service delivery.

### Customer Service Performance Analysis
Users generally appreciate Nicereply's comprehensive customer service feedback and performance tracking features. The platform's ability to provide real-time tracking of agent service levels directly from customers has been particularly well-received. Users find it convenient to monitor their performance, compare past scores, and drive continuous improvement in customer service and products. Additionally, the integration with various customer service platforms allows for a seamless tracking of efforts and satisfaction scores, aiding teams in addressing issues promptly and enhancing overall service quality.

### Customer Experience Enhancement
Users generally appreciate Nicereply's ability to enhance customer experience. They find the platform easy to use and customize, allowing for real-time feedback that helps in improving support responses. The integration with Slack enables the entire team to celebrate successes and address areas for improvement promptly. Additionally, users value the software's lightweight nature and user-friendly surveys, which provide reliable analytics for measuring and enhancing the overall customer experience.

### Survey Distribution and Collection
Users consistently praise Nicereply's robust survey distribution and collection capabilities. They appreciate the ease of use, ability to customize questions, and the real-time feedback options provided by the platform. However, some users have noted a drawback in the delayed updating of statistics, suggesting improvements in the real-time data display feature. Despite this minor setback, Nicereply's survey distribution and collection functionalities are widely regarded as efficient and valuable for gathering and analyzing customer feedback.

### Customer Satisfaction Metrics
Users consistently praise Nicereply's robust customer satisfaction metrics features. They appreciate the ease of tracking CSAT, CES, and other metrics, noting the simplicity of the interface and the convenience of real-time feedback. While some users express a desire for more survey options and a refreshed visual design, the majority find the platform's analytics easy to understand and navigate. Additionally, users highlight the ability to customize date ranges and scores, making it a valuable tool for monitoring and improving customer satisfaction levels. Despite some minor drawbacks, such as the lack of an independent mobile app, users generally find Nicereply's customer satisfaction metrics capabilities to be a valuable asset in enhancing their customer service efforts.

Cumbersome Daily Score Process: Users have found the process of pulling team scores on a daily basis to be cumbersome and inefficient. Several reviewers expressed frustration at not being able to export the information to a CSV or spreadsheet, having to rely instead on a small chart and hover over each day individually.

Inconsistent Scores with Date Range Changes: Some users experienced inconsistencies in the scores when changing the date range, which caused confusion and raised concerns about the accuracy of the historic information. This issue has been mentioned by multiple reviewers, indicating that it is a common problem.

Delayed Support Response for Score Discrepancies: Users who reached out to customer support for assistance with score discrepancies were frustrated by receiving delayed responses. The support team's suggestion of changing the date range to view accurate historic information was seen as a poor solution by several reviewers.

Easy to Use Dashboard: Users find the dashboard of NiceReply easy to use, even for those who are not tech-savvy. It has an intuitive interface that allows members to quickly learn and navigate the platform.

Automated Surveys: The feature that automatically sends surveys to text and email tickets is highly appreciated by users. They think it is awesome and one of their favorites. This automation saves time and effort for users while ensuring a consistent feedback collection process.

Engaging Visual Rating System: NiceReply has increased the number of ratings that IT Technicians receive each week. Users mention that the visual rating system is engaging and easy for end-users to understand. The visual aspect adds value to the feedback process by making it more interactive and informative.

Users have provided several recommendations for Nicereply based on their experiences with the tool. These are the three most common suggestions:

1. Integrating Nicereply with various customer service platforms can enhance team tracking and streamline the process of capturing customer satisfaction scores per interaction. This integration is believed to improve overall data collection and analysis.

2. Companies looking to improve customer service have found Nicereply to be a helpful tool. Its simplicity from a managerial standpoint and the quick feedback mechanism it offers customers are appreciated. By utilizing Nicereply, companies can gather valuable insights and make necessary improvements.

3. Users frequently praise Nicereply as a lightweight and intuitive software that suits companies of all types. Its good cost-quality ratio and range of tools available for improving customer service are highlighted. Nicereply is considered an effective way to evaluate performance within organizations by measuring customer satisfaction.

Overall, users hold positive opinions about Nicereply, recommending its ease of use, effectiveness in gathering feedback, and ability to enhance customer service.

Mini

Start

Grow

Business

NICE CXone Mpower is a cloud-based contact center platform that manages customer interactions across multiple communication channels. It includes features such as automatic call distribution (ACD), interactive voice response (IVR), omnichannel routing, workforce optimization, feedback management, and interaction analytics.

CXone Mpower Digital Agent

CXone Mpower Voice Agent

CXone Mpower Omnichannel Agent

CXone Mpower Essential Suite

Cxone Mpower Core Suite

CXone Mpower Complete Suite

CXone Mpower Ultimate Suite

NiCE CXone Mpower

Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.

Genesys Cloud CX 1 - Voice

Genesys Cloud CX 2 - Digital

Genesys Cloud CX 2 - Digital + Voice

Genesys Cloud CX 3 - Digital + WEM

Genesys Cloud CX 3 Digital + WEM + Voice

Genesys Cloud CX

Nicereply

Customer Experience Management (CX, or CXM, or alternately CEM) is an approach to guiding the customer experience with an emphasis on personalization, customer journey, feedback, knowledge, and self-teaching. CXM platforms present a centralized place to oversee and manage the customer experience through integrations with a web content management system, a CRM, and other sources of data to improve customer engagement and enhance the online user experience.

Customer Experience Management

Nicereply & Pipedrive Integration Demo

Nicereply for Zendesk - Integration overview

Track the quality of your customer support with Nicereply – the highest-rated customer satisfaction survey app at Zendesk Marketplace. Survey your customers straight from Zendesk. See customer satisfaction data pushed to Zendesk tickets without ever having to leave the app.

Learn more about how you can increase your customer satisfaction with Nicereply for Zendesk:
https://www.nicereply.com/integration/zendesk

Check out how satisfied our users are at Zendesk Marketplace:
https://www.zendesk.com/apps/support/nicereply

See all the features Nicereply has to offer you:
https://www.nicereply.com/

Start a free 14-day trial. No credit card required:
https://www.nicereply.com/site/signup

Customer experience management

Features that allow businesses to track customer sentiment and feedback, analyze and optimize the customer journey, and personalize content and website experiences for users.

Multi-channel customer feedback collection

The ability to collect qualitative and quantitative feedback from customers across a range of inputs. These could include in-app polls and surveys, email surveys, comments made on social platforms, SMS / messaging comments, NPS score, customer contributed videos, and focus group interviews.

Product usage analytics

The ability to see how, where, and when users are using your platform (e.g. how long users spend on a page, which actions they take, etc.)

Customer experience profiles

Profiles that correspond to individual customers or accounts and display a record of interactions your brand has had with that customer.

Customer experience dashboard

A dashboard that shows an aggregated view of things like customer sentiment, churn risk, qualitative and quantitative feedback, etc.

Customer journey mapping

The ability to map out the journey your customers take by persona.

Churn risk scoring

A score or metric that predicts how likely a given customer or account is to churn. This may be more relevant for B2B companies.

AI-powered recommendations

Customer experience optimization recommendations that are driven by AI-recommendations.

Website A/B testing

The ability to A/B test your website and optimize parts of the customer experience with your product.

TrustRadius is a technology and business research firm based in Austin, Texas. The company is known as a review platform for verified B2B technology and software reviews through a proprietary algorithm and human verification.

TrustRadius

Up to 10 agents and 250 responses / month

Up to 25 agents and 1000 responses / month

Up to 50 agents and 250 responses / month

Home

Customer Experience Management Software

Nicereply

Overview

What is Nicereply?