The sheer volume of feedback has increased, which gives us more data and a clearer picture of how we are going. Before Nicereply, feedback was less frequent - often when they were either very happy or very disappointed, and this was often long after the initial customer interaction
If you want to understand your customers, you need to ask for feedback! You’d be surprised how much great insight they’re willing to give. Nicereply makes it simple for your team to develop a scaled customer feedback machine that is measurable, and it can help your team give world-class support.
By providing us a way to take “mid-conversation” CSAT we could affect a shift in the way we handled our queue, freeing up agents to handle tickets more effectively and giving our customers a chance to provide feedback every step of the way! It was also the first time our non-voice agents received real time feedback on their performance and could adjust course during the conversation if necessary.
Email surveys, amirite? Sure, the easiest to deploy, but the response rates weren’t to my liking. We averaged 15%-17% response rate from email a week. Instead, we replaced it with the in-signature method that Nicereply advocates for heavily as a better means of collecting more ratings. Replacing Zendesk’s CSAT with Nicereply, we saw a 20%-30% increase in CSAT response ratings per week. Pulling last week’s numbers, we had a CSAT response rate of 58% which is almost unheard of.
Nicereply gave us a consistent metric to assess the effectiveness of each of our customer service representatives. This provides greater transparency for employees and managers. At the same time, we have insight into what our customers are saying about each interaction in real-time combined with the ability to immediately address their issues.
We record your customers' answers as soon as they click the survey. Even if they don’t finish it, you’ll still know how they felt.
Change the wording of your survey question, add additional questions, or choose from several rating scales to get more information from your customers.
Don’t wait until after you resolve a problem to ask your customers how they feel. Use in-signature surveys to ask for feedback in every email you send.
You don’t need to send any additional emails. They can rate their interaction with you via in-signature survey at the end of every email you send.
See who is your best agent and who needs to improve. All of your support agents are ranked in a leaderboard.
Survey your customers automatically after you resolve a ticket in
your helpdesk. Once set, you don’t have to do a thing.
Measure the effort customers have to exert when dealing with you.
Find out who trusts in your brand and why.
Ask customers for feedback at the bottom of every email. Act quickly to
turn a conversation around, when it starts to derail.
Hello Christopher,
I have thoroughly investigated your ticket and everything should be working again.
Thank you for reaching out! If you need anything else, just let me know.
Have a fantastic day,
Get a better idea of what works to keep your customers satisfied.
Measure the effort customers have to exert when dealing with you.
Find out who trusts in your brand and why.
See feedback from your customers, pushed to their tickets in the form of a note and a tag.
Automatically import customers & support agents from your helpdesk with 1 click.
Helped over 1,200 companies improve their customer support
10years in business
Over 100k agents rated via Nicereply
More than 11M surveys filled
98% satisfaction on G2, Capterra and Zendesk
Helped over 1,200 companies improve their customer support
10years in business
Over 100k agents rated via Nicereply
More than 11M surveys filled
98% satisfaction on G2, Capterra and Zendesk