Nicereply

Encuesta de satisfacción del cliente, Net Promoter Score y CES 2.0

4,7 /5 (266 opiniones) ¡Escribe una reseña!

Información general sobre Nicereply

¿Qué es Nicereply?

Nicereply es un software en línea de encuestas de satisfacción del cliente para medir la satisfacción del cliente (CSAT), Net Promoter Score (NPS) y Customer Effort Score (CES) por agente, equipo o toda la empresa, lo que ayuda a los equipos a medir y mejorar la calidad de su atención al cliente.

Las marcas pueden hacer la pregunta correcta al cliente, en el momento adecuado, con encuestas con un solo clic personalizadas con su marca. Los usuarios pueden personalizar las encuestas, agregar preguntas adicionales y elegir una distribución de encuestas que se adapte a sus necesidades. Recoge valoraciones con cada interacción, automáticamente después de que ocurra un evento o de forma manual en cualquier momento.

Descubre información sobre la satisfacción del cliente, la lealtad, el apoyo y mucho más. Predice tendencias con clasificaciones y gráficos de CSAT, CES y NPS en tiempo real. Brinda un reconocimiento a los héroes de la asistencia con clasificaciones y estadísticas de desglose por equipo y agente. Mantente al tanto de la experiencia del cliente con informes y notificaciones regulares que se entregan directamente a una bandeja de entrada de correo electrónico.

Información general sobre Nicereply

Precio

A partir de
49,00 US$/mes

Opciones de precios

Prueba gratis
Suscripción
Relación calidad-precio

Funciones de Nicereply

Dispositivos
Tamaño de la empresa
P M G
Disponible en los países siguientes
Estados Unidos, Canadá, Reino Unido, Australia, China, India
Idiomas admitidos
Alemán, Checo, Chino (simplificado), Chino (tradicional), Coreano y otros 20, Danés, Español, Finés, Francés, Hebreo, Húngaro, Indonesio, Inglés, Irlandés, Italiano, Japonés, Neerlandés, Noruego, Polaco, Portugués, Ruso, Sueco, Turco, Ucraniano, Árabe

Medios

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

Opiniones de Nicereply

Opiniones de Nicereply

Calificación general
4,7
/
5
Excelente
204

Muy bien
57

Normal
3

Pobre
2

Malo
0

Relación calidad-precio
4,7
Funciones
4,6
Facilidad de uso
4,7
Asistencia al cliente
4,7
98% de los usuarios recomienda esta aplicación
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.


Traducir con Google
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.


Traducir con Google
Kevin M.

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


Traducir con Google
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.


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Spirit C.

Very Happy They Went Above and Beyond


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Zach S.
Traducir a español
Traducir a español

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

Software usado A diario durante Más de dos años
Revisado el 2/7/2018
Fuente de la reseña: 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.

Puntos a favor

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.

Puntos en contra

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.

Desglose por calificación

Relación calidad-precio
Facilidad de uso
Asistencia al cliente

Probabilidad de recomendación: 9.0/10

Emily M.
Sector: Bienes de consumo
Tamaño de la empresa: 11-50 empleados
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Traducir a español

Easy to use

Software usado A diario durante 1-5 meses
Revisado el 14/8/2019
Fuente de la reseña: 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.

Puntos a favor

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.

Puntos en contra

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.

Desglose por calificación

Relación calidad-precio
Facilidad de uso
Asistencia al cliente

Probabilidad de recomendación: 8.0/10

Kevin M.
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Traducir a español

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

Software usado A diario durante 6-12 meses
Revisado el 2/7/2018
Fuente de la reseña: Capterra

Puntos a favor

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.

Puntos en contra

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...

Desglose por calificación

Relación calidad-precio
Facilidad de uso
Asistencia al cliente

Hollie C.
Sector: Internet
Tamaño de la empresa: 11-50 empleados
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Traducir a español

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

Software usado Mensualmente durante 1-5 meses
Revisado el 30/7/2020
Fuente de la reseña: 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.

Puntos a favor

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.

Puntos en contra

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.

Desglose por calificación

Facilidad de uso
Asistencia al cliente

Probabilidad de recomendación: 6.0/10

Spirit C.
Tamaño de la empresa: 51-200 empleados
Traducir a español
Traducir a español

Very Happy They Went Above and Beyond

Software usado A diario durante Más de un año
Revisado el 2/7/2018
Fuente de la reseña: Capterra

Puntos a favor

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.

Puntos en contra

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

Desglose por calificación

Relación calidad-precio
Facilidad de uso
Asistencia al cliente

Probabilidad de recomendación: 10.0/10

Recomendación de usuario
9/10
Basado en 266 valoraciones de usuarios
Compara con las alternativas según las recomendaciones de los usuarios
Compara las alternativas

Precios de Nicereply

Precios de Nicereply

A partir de
49,00 US$/mes
Prueba gratis
Suscripción
Relación calidad-precio
Relación calidad-precio
4,7/5
Basado en 266 valoraciones de usuarios
Compara las alternativas según la relación calidad-precio
Compara las alternativas

Funciones de Nicereply

Funciones de Nicereply

API
Alertas y alzada
Chat
Comunicación multicanal
Creación de informes y estadísticas
Creación de marca personalizable
Encuestas y comentarios
Gestión de flujos de trabajo
Gestión de la base de conocimiento
Gestión de tickets de soporte
Integración de CRM
Integración de correo electrónico
Integración de redes sociales
Integración de terceros
Mensajería instantánea
Notificaciones automáticas
Panel de actividades
Portal de autoservicio
Supervisión
Supervisión en tiempo real
Funciones
4,6/5
Basado en 266 valoraciones de usuarios
Compara con las alternativas según la valoración de características
Compara las alternativas

Categorías

Preguntas frecuentes sobre Nicereply

Preguntas frecuentes sobre Nicereply

He aquí algunas preguntas frecuentes sobre Nicereply.

P. ¿Qué tipo de planes de precios ofrece Nicereply?

Nicereply ofrece los siguientes planes de precios:

A partir de: 49,00 US$/mes

Modelo de precios: Suscripción

Prueba gratis: Disponible

P. ¿Cuáles son las características principales de Nicereply?

No tenemos información sobre las características de Nicereply

P. ¿Quiénes son los usuarios habituales de Nicereply?

Los clientes habituales de Nicereply son:

Empresas pequeñas, Empresas Grandes, Administraciones públicas, Sin ánimo de lucro, Empresas medianas

P. ¿Qué idiomas admite Nicereply?

Nicereply admite los siguientes idiomas:

Alemán, Checo, Chino (simplificado), Chino (tradicional), Coreano, Danés, Español, Finés, Francés, Hebreo, Húngaro, Indonesio, Inglés, Irlandés, Italiano, Japonés, Neerlandés, Noruego, Polaco, Portugués, Ruso, Sueco, Turco, Ucraniano, Árabe

P. ¿Qué tipo de planes de precios ofrece Nicereply?

Nicereply cuenta con los siguientes planes de precios:

Suscripción

P. ¿Nicereply es compatible con dispositivos móviles?

No tenemos información sobre los dispositivos compatibles con Nicereply

P. ¿Con qué otras aplicaciones se integra Nicereply?

Nicereply se integra con las siguientes aplicaciones:

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

P. ¿Qué tipo de asistencia ofrece Nicereply?

Nicereply ofrece las siguientes opciones de asistencia:

Base de conocimientos, Asistencia en línea, Preguntas frecuentes, Asistencia telefónica