Nicereply - Présentation

Description du logiciel Nicereply

Nicereply est un logiciel de sondage en ligne sur la satisfaction client qui permet de mesurer la CSAT (satisfaction de la clientèle), le NPS (score de promoteur net) et le CES (score d'effort de la clientèle) par agent, équipe ou entreprise ; les équipes peuvent ainsi évaluer et améliorer la qualité de leur service client.

Les marques peuvent poser des questions adéquates et opportunes aux clients grâce à des sondages de marque en un clic. Les utilisateurs peuvent personnaliser les enquêtes, ajouter des questions supplémentaires et choisir une distribution qui répond à leurs besoins. Recevez des notes à chaque interaction, automatiquement après un événement ou manuellement à tout moment.

Découvrez des informations à propos de la satisfaction client, la fidélité, la promotion, etc. Prédisez les tendances avec les classements et graphiques CSAT, CES et NPS en temps réel. Reconnaissez les meilleurs assistants avec des classements et des statistiques détaillées par équipe et par agent. Restez à la pointe de l'expérience client grâce à des notifications et des rapports réguliers envoyés directement dans une boîte de réception.

Nicereply - Présentation

Prix

À partir de
49,00 $US/mois

Types de licence

Essai gratuit
Abonnement
Rapport qualité-prix

Nicereply - Fonctionnalités

Appareils
Pour quelle entreprise ?
TPE PME GE
Disponible dans les pays suivants
États-Unis, Canada, Royaume-Uni, Australie, Chine, Inde
Langues
allemand, anglais, arabe, chinois (simplifié), chinois (traditionnel) et 20 autres, coréen, danois, espagnol, finnois, français, hongrois, hébreu, indonésien, irlandais, italien, japonais, norvégien, néerlandais, polonais, portugais, russe, suédois, tchèque, turc, ukrainien

Médias

Customer Effort Score works well on every mobile device
Collect CSAT via web browser
Net Promoter Score Survey in your email
Real-time Net Promoter Score ratings
Rating value and comment push to you help desk/crm
Chose the right way to measure customer satisfaction
Integrate with Salesforce
Collect ratings with every interaction, automatically after an event occurs, or manually
Stay on top of customer experience with regular reports and notifications delivered directly to an email inbox
Vidéo de Nicereply Capture d'écran pour Nicereply : Customer Effort Score works well on every mobile device Capture d'écran pour Nicereply : Collect CSAT via web browser Capture d'écran pour Nicereply : Net Promoter Score Survey in your email Capture d'écran pour Nicereply : Real-time Net Promoter Score ratings Capture d'écran pour Nicereply : Rating value and comment push to you help desk/crm Capture d'écran pour Nicereply : Chose the right way to measure customer satisfaction Capture d'écran pour Nicereply : Integrate with Salesforce Capture d'écran pour Nicereply : Collect ratings with every interaction, automatically after an event occurs, or manually Capture d'écran pour Nicereply : Stay on top of customer experience with regular reports and notifications delivered directly to an email inbox

Nicereply - Avis

Nicereply - Avis

Note globale
4,7
/
5
Excellent
204

Très bien
57

Moyen
3

Médiocre
2

Mauvais
0

Rapport qualité-prix
4,7
Fonctionnalités
4,6
Simplicité d'utilisation
4,7
Support client
4,7
98% des utilisateurs recommandent cette application
Zach S.

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

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.


Traduire avec Google Translate
Emily M.

Easy to use

Overall, I definitely recommend especially for teams on a budget and not much time to onboard. The process was quick, easy and the Nice Reply team is super helpful.


Traduire avec Google Translate
Kevin M.

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


Traduire avec Google Translate
Hollie C.

It's not quite there yet, but it's a good tool so far.

Nicereply allows us to see who's responded to our surveys, and follow up on these. Good reporting for CSV exports so we can keep the statistics.
Their support team have come back on a few questions/ queries our team have had so far, so support-wise they're responsive.


Traduire avec Google Translate
Spirit C.

Very Happy They Went Above and Beyond


Traduire avec Google Translate
Zach S.
Traduire en français
Traduire en français

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

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 02/07/2018
Provenance de l'avis : Capterra

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.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 9.0/10

Emily M.
Secteur d'activité: Biens de consommation
Taille de l'entreprise: 11-50 employés
Traduire en français
Traduire en français

Easy to use

Logiciel utilisé tous les jours pendant 1 à 5 mois
Publié le 14/08/2019
Provenance de l'avis : Capterra

Overall, I definitely recommend especially for teams on a budget and not much time to onboard. The process was quick, easy and the Nice Reply team is super helpful.

Avantages

Definitely one of the more customize-able programs when it comes to overall look. We were able to create surveys that look just like all of our other branding. Nice Reply is super easy to use and their support team is always available for any issues no matter how small. They helped on board our global team and translations are a breeze.

Inconvénients

Even though visual customization is great, there's not much wiggle room with the program itself. We hit a few roadblocks trying to adapt surveys for specific purposes other than CSAT and NPS.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 8.0/10

Kevin M.
Traduire en français
Traduire en français

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

Logiciel utilisé tous les jours pendant 6 à 12 mois
Publié le 02/07/2018
Provenance de l'avis : Capterra

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...

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Hollie C.
Secteur d'activité: Internet
Taille de l'entreprise: 11-50 employés
Traduire en français
Traduire en français

It's not quite there yet, but it's a good tool so far.

Logiciel utilisé tous les mois pendant 1 à 5 mois
Publié le 30/07/2020
Provenance de l'avis : Capterra

Nicereply allows us to see who's responded to our surveys, and follow up on these. Good reporting for CSV exports so we can keep the statistics.
Their support team have come back on a few questions/ queries our team have had so far, so support-wise they're responsive.

Avantages

Nicereply is a relatively inexpensive simple tool and allows us to send Net Promoter Surveys to our clients to check in with how we're doing. The dashboard and reporting are pretty good, allows us to see who's responded, and send reminders to those who haven't which is great.

Inconvénients

Nicereply as an application feels like it's still in it's Beta phase. There's functionality not yet included that's present in other platforms that do this, and a few stopping points.
Creating a campaign survey, design is limited (you can add your custom brand colours) - or you can copy the survey code and use a different platform to send it from e.g. Mailchimp - but this means you can't send reminders.
We created a few test surveys first to see what we could do, things we found were:
- if you're working with a global team, you'll find you'll need to change the timezone in settings to schedule campaigns properly.
- you can't change contact lists once you've set up the campaign
- you can send tests and these come through quickly, although as soon as you send the campaign (even if to a 'test contact list') you cannot send it again, nor send tests. So if you made a mistake, once it's gone - it's definitely GONE!
- relating to my previous point; I created a campaign and sent the campaign to my team to check it using a test contacts list (rather than using send test, because I also wanted to test the scheduling tool). My team came back with changes, but because the campaign was in 'sent' status- I couldn't make the edits, nor duplicate the campaign to save time.
Whilst I see the logic of this, in that if the campaign is Sent it shouldn't be editable in post, other platforms (dotmailer / mailchimp) do offer functionality to copy campaigns, resend etc.

Note détaillée

Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 6.0/10

Spirit C.
Taille de l'entreprise: 51-200 employés
Traduire en français
Traduire en français

Very Happy They Went Above and Beyond

Logiciel utilisé tous les jours pendant plus d'un an
Publié le 02/07/2018
Provenance de l'avis : Capterra

Avantages

The one thing that sticks out to me about this company is that when we first started with them we did not exactly fit the mold that we wanted to use Nicereply for. When I spoke to someone there they told me what I was looking for was actually in development and they allowed me to stay on a trial and kept me updated on the progress of the development that I needed.

That showed me they valued not only the customer but had faith that their product was going to fit our needs.

Inconvénients

I do not have any con's at this time. Every time I have reached out to customer support I get top notch service.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 10.0/10

Recommandation utilisateur
9/10
Basé sur 266 avis utilisateurs
Comparatif avec les logiciels similaires : recommandation utilisateur
Comparer avec les alternatives

Nicereply - Prix

Nicereply - Prix

À partir de
49,00 $US/mois
Essai gratuit
Abonnement
Rapport qualité-prix
Rapport qualité-prix
4,7/5
Basé sur 266 avis utilisateurs
Comparatif avec les logiciels similaires : rapport qualité-prix
Comparer avec les alternatives

Nicereply - Fonctionnalités

Nicereply - Fonctionnalités

API
Alertes et remontée des problèmes
Chat
Communication multicanal
Enquêtes et feedback
Gestion de la base de connaissances
Gestion des flux de travail
Gestion des tickets de support
Intégration CRM
Intégration de tiers
Intégration des e-mails
Intégration des médias sociaux
Messagerie instantanée
Monitoring
Notifications automatiques
Portail libre-service
Rapports et statistiques
Stratégie de marque personnalisable
Surveillance en temps réel
Tableau de bord d'activités
Fonctionnalités
4,6/5
Basé sur 266 avis utilisateurs
Comparatif avec les logiciels similaires : note sur les fonctionnalités
Comparer avec les alternatives

Catégories

Nicereply - FAQ

Nicereply - FAQ

Voici quelques-unes des questions fréquentes sur Nicereply.

Q. Quels sont les types de licence disponibles pour Nicereply ?

Types de licences disponibles pour Nicereply :

À partir de: 49,00 $US/mois

Type de licence: Abonnement

Essai gratuit: Disponible

Q. Quelles sont les principales fonctionnalités du logiciel Nicereply ?

Nous n'avons pas d'informations sur les fonctionnalités de Nicereply.

Q. Qui utilise Nicereply ?

Utilisateurs habituels du logiciel Nicereply :

PME, Grandes entreprises, Administration publique, À but non lucratif, Entreprises de taille moyenne

Q. Dans quelles langues Nicereply est-il disponible ?

Langues dans lesquelles Nicereply est disponible :

allemand, anglais, arabe, chinois (simplifié), chinois (traditionnel), coréen, danois, espagnol, finnois, français, hongrois, hébreu, indonésien, irlandais, italien, japonais, norvégien, néerlandais, polonais, portugais, russe, suédois, tchèque, turc, ukrainien

Q. Quels sont les types de licence disponibles pour Nicereply ?

Types de licences disponibles pour Nicereply:

Abonnement

Q. Nicereply prend-il en charge les appareils mobiles ?

Nous n'avons pas d'informations sur les appareils pris en charge par Nicereply.

Q. Avec quelles applications Nicereply peut-il s'intégrer ?

Applications s'intégrant à Nicereply :

Bitium, Front, HappyFox, Help Scout, HelpMaster, Kayako, LiveAgent, ProjectManager.com, TeamSupport, Zendesk

Q. Quelles sont les ressources d'aide disponibles pour Nicereply ?

Ressources d'aide disponibles pour Nicereply :

Base de connaissances, Support en ligne, FAQ, Support téléphonique