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For support teams
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Helping teams fix
their issues

Todd Guzman

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

Todd Guzman | Sydney, Australia | Furniture industry
50-100 Team size
Kenji Hayward

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.

Kenji Hayward | San Francisco, California | Software
100-200 Team size
James Stillian

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.

James Stillian | San Mateo, California | E-commerce
50-100 Team size
Antonio King

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.

Antonio King | Boulder, Colorado | Clothing
1-50 Team size
Aisha Strauss

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.

Aisha Strauss
Sense Labs | Cambridge, Massachusetts | Consumer electronics
1-50 Team size
  • Fish hook
    Customers not filling out surveys

    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.

  • Bottle in the sea
    Not receiving relevant feedback

    Change the wording of your survey question, add additional questions, or choose from several rating scales to get more information from your customers.

  • Hourglass
    Getting feedback too late to fix things

    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.

  • Letter shipments
    Sending too many emails

    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.

  • Badge
    Measuring agent performance

    See who is your best agent and who needs to improve. All of your support agents are ranked in a leaderboard.

email surveys

Survey your customers automatically after you resolve a ticket in
your helpdesk. Once set, you don’t have to do a thing.

Trigger preview
How nice was my reply?
CES Trigger NPS Trigger

email surveys

Ask customers for feedback at the bottom of every email. Act quickly to
turn a conversation around, when it starts to derail.

Signature preview

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,

How nice was my reply?
CSAT Smileys Email signature CSAT Stars Email signature CSAT Thumbs Email signature CES Email signature NPS Email signature


See feedback in helpdesk

See feedback from your customers, pushed to their tickets in the form of a note and a tag.

Sync agents & customers

Automatically import customers & support agents from your helpdesk with 1 click.

Trust Nicereply

Thomson Reuters
Pixel Federation

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

Lenovo Microsoft HubSpot

Helped over 1,200 companies improve their customer support

10years in business

AMC NETWORKS Thomson Reuters Prezi
Shinesty Pixel Federation O2

Over 100k agents rated via Nicereply

More than 11M surveys filled

Unbounce ESET Sygic
Flickr Pandora Front

98% satisfaction on G2, Capterra and Zendesk

Katka & Igor

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