Nicereply

What is Nicereply

Nicereply is a customer experience (CX) management platform. Its main purpose is to help businesses collect feedback from their customers. It uses simple, one-click surveys like Customer Satisfaction (CSAT), Net Promoter Score (NPS), and Customer Effort Score (CES). This makes it easy for customers to give their opinion. Companies can then use this information to understand how happy their customers are and how to improve their products or services. Nicereply was founded in 2010 and is based in Bratislava, Slovakia. It is designed to work well with other business tools like helpdesks and CRMs, making the feedback process smooth for support teams.

Nicereply Features

• Multiple Survey Types: Nicereply offers several types of surveys to measure different aspects of customer experience.
  • CSAT (Customer Satisfaction): Asks customers how satisfied they are with a specific interaction, like a support ticket.
  • CES (Customer Effort Score): Measures how much effort a customer had to put in to get their issue resolved.
  • NPS (Net Promoter Score): Asks customers how likely they are to recommend the company to others, measuring overall loyalty.
• Various Distribution Channels: You can send surveys in different ways to reach customers at the right moment.
  • Post-Resolution Email: Automatically send a survey after a support ticket is closed.
  • In-Signature Survey: Place a survey link in the email signature of every support agent.
  • Website Pop-up: Collect feedback from visitors directly on your website.
  • Survey Link URL: Use a simple link to share your survey anywhere, like in chat or on social media.
• Integrations: It connects with many popular helpdesk and CRM tools. This allows you to see customer feedback directly inside the tools you already use, like in a customer's ticket history.
• Customization: You can change the look of your surveys to match your company's brand. This includes adding your logo, changing colors, and customizing the questions.
• Dashboard and Reporting: Nicereply provides a clear dashboard to see all your feedback in one place. You can track scores over time, see performance by agent, and identify trends.
• Real-time Notifications: Get alerts for new feedback, especially negative ratings. This helps teams respond quickly to unhappy customers and solve problems before they grow.

Nicereply Pricing Plans

Nicereply offers several pricing plans designed for different team sizes and needs. The plans are based on the number of surveys you send each month.

• Mini Plan: This plan is for very small teams or individuals who are just starting to collect feedback. It includes a basic number of monthly surveys and core features.
• Starter Plan: Suited for growing businesses, this plan offers a larger volume of surveys, more integrations, and additional features for analyzing feedback.
• Growth Plan: Designed for established teams that need more advanced capabilities. It includes a high volume of surveys, all integrations, and deeper analytics.
• Business Plan: This is the top-tier plan for large organizations. It offers the highest survey volume, custom branding options, and dedicated support from the Nicereply team.

Nicereply Free Plan

Nicereply does not have a permanent free plan. However, it offers a 14-day free trial for new users. The trial gives you access to all the features of a paid plan, so you can test the platform completely. You do not need a credit card to sign up for the free trial.

How to use Nicereply

Getting started with Nicereply is a simple process. Here are the typical steps:

1. Sign Up: Create an account on the Nicereply website and start your free trial.
2. Connect Your Helpdesk: Integrate Nicereply with your existing helpdesk software (like Zendesk, Help Scout, or Freshdesk). This is usually done with a few clicks.
3. Choose a Survey Type: Decide what you want to measure. Select CSAT for transaction feedback, NPS for loyalty, or CES for customer effort.
4. Customize Your Survey: Add your company logo and colors. You can also edit the survey question to fit your needs.
5. Set Up Distribution: Choose how you want to send the survey. A common method is to set up an automatic email survey to be sent after a support ticket is resolved.
6. Collect Feedback: Once set up, Nicereply will automatically start sending surveys and collecting responses.
7. Analyze Results: Use the Nicereply dashboard to monitor your scores, read customer comments, and track your team's performance.

Pros and Cons of Nicereply

Pros:

• Easy to Use: The platform is very simple to set up and manage, even for non-technical users.
• Seamless Integrations: It connects smoothly with dozens of popular helpdesk and CRM systems.
• High Response Rates: The one-click survey design makes it very easy for customers to give feedback, which leads to more responses.
• Actionable Insights: The dashboard makes it easy to see trends and understand customer feedback.
• Good Customization: You can customize surveys to match your brand identity.

Cons:

• Pricing: For very small businesses or startups with a tight budget, the cost might be a consideration.
• Focused Functionality: It is excellent for collecting feedback but does not have the broad features of a full market research tool.
• Limited Analytics: While the reporting is good for its purpose, companies needing very deep, complex data analysis might need a separate business intelligence tool.

Nicereply integrations

Nicereply integrates with a wide range of helpdesk, CRM, and communication platforms. These integrations allow you to embed surveys and sync feedback data directly into your existing workflows. Some of the key integrations include:

• Zendesk Integration: Add surveys to Zendesk emails and macros, and see ratings directly in tickets.
• Salesforce Integration: Collect feedback and sync it with customer records in Salesforce Sales Cloud or Service Cloud.
• Help Scout Integration: Automatically send surveys after conversations are closed and view feedback within Help Scout.
• Freshdesk Integration: Trigger surveys based on ticket status in Freshdesk and store ratings with customer tickets.
• Intercom Integration: Survey customers after conversations in Intercom and see feedback in the user profile.
• LiveAgent Integration: Send post-resolution surveys and see customer ratings inside LiveAgent tickets.
• Pipedrive Integration: Gather feedback from clients and link it to deals and contacts in Pipedrive.

Nicereply Alternatives

• SurveyMonkey: A very popular and flexible survey tool. It can be used for all kinds of surveys, not just customer feedback. It is more general-purpose than Nicereply.
• Delighted: A tool that is very focused on NPS, CSAT, and CES surveys, similar to Nicereply. It is known for its very simple and clean user interface.
• Qualtrics CustomerXM: An enterprise-level platform for experience management. It is much more powerful and complex, suitable for large companies that need deep analysis across the entire customer journey.
• AskNicely: Another platform that focuses on NPS and customer feedback for service-based businesses. It is a strong competitor with a similar feature set.
• Customer.io: While primarily a marketing automation platform, it includes features for sending targeted messages and surveys to gather customer feedback.

Nicereply API

Yes, Nicereply provides a REST API for developers. The API allows you to build custom integrations, pull survey data into your own applications, or automate workflows. You can use it to access data about ratings, users, and survey metrics.

To get your API key, you typically need to log in to your Nicereply account and navigate to the API settings, often found under the 'Integrations' or 'Account Settings' section. From there, you can generate and manage your API keys.

Here is a simple example of how to fetch ratings using a cURL command:

# Example API call to get the last 10 ratings
# Replace YOUR_API_KEY_V2 with your actual API key

curl -X GET 'https://api.nicereply.com/v2/ratings?per_page=10' \
-H 'Authorization: Bearer YOUR_API_KEY_V2' \
-H 'Content-Type: application/json'

For more details, you should visit the official Nicereply developer documentation on their website.

Nicereply Affiliate program

Nicereply offers a Partner Program for those who want to promote the tool. This program is suitable for marketers, consultants, and agencies who work with businesses that could benefit from collecting customer feedback. As a partner, you earn a commission for every new customer you refer to Nicereply.

To join, you usually need to apply on their website. Once approved, you will receive a unique referral link to share with your audience. When someone signs up for a paid plan through your link, you earn a percentage of their subscription fee. The specific commission rates and payment terms are provided when you join the program. If you cannot find a public sign-up page, it is best to contact their support or sales team to ask about becoming a partner.