Nicereply is a customer experience management platform used to measure Customer Satisfaction, Customer Effort Score and Net Promoter Score. Hundreds of teams at companies like Microsoft, Lenovo, Hubspot and Buffer use Nicereply to collect customer feedback and improve the quality of their customer support, service, product and marketing.
What are the benefits of Nicereply to the businesses?
Nicereply helps businesses solve a number of problems:
1. Not receiving enough feedback from customers
a. Ask customers for feedback at the bottom of every email. Act quickly to turn a conversation around, when it starts to derail. (CSAT)
b. Survey your customers automatically after you close a ticket. Choose how long to wait post-resolution before sending out a survey. (CSAT, CES, NPS)
2. Losing customers, but not knowing why
a. It's 6 times more expensive to get a new customer, than to retain an existing one. Find out who trusts in your brand and why with NPS. Use this knowledge to turn detractors into happy, loyal promoters. (NPS)
b. 96% of customers who go through high-effort experience will not come back for a second purchase. Let customers tell you where are they getting frustrated. (CES)
3. Business wants to increase the quality of the support department, but not sure how
a. For every customer who bothers to complain, 26 other customers remain silent. Let customers express their satisfaction with your support agents. (CSAT)
b. Measure how hard it is for customers to resolve their issues with CES. See where they're getting stuck and remove these friction points. (CES)
» Customer Satisfaction Score (CSAT) - How satisfied are your customers?
Measuring customer satisfaction means having a better idea of what works to keep customers satisfied – and what leaves them unhappy. This way you’ll know what to keep up and what to fix.
You’ll also be able to gauge the performance of not just support generally, but specific teams and individuals as well.
Customers will receive a survey asking if they were happy or satisfied with the service they received, which they can respond positively or negatively to. The customer chooses their response on a scale from bad (or not satisfied) to good (or satisfied).
Survey itself can have many different looks. Nicereply CSAT surveys usually look like 3 smileys portraying different emotions, 2 hand with fingers facing upward or downwards or a scale of 10 stars.
» Net Promoter Score (NPS) - How loyal are your customers?
NPS brings a simple solution to finding out who trusts in your brand and why. You can use this knowledge to enhance your customer service, but it can also be used by your marketing department to gauge your customers feeling toward your product.
The NPS survey asks customers “How likely are you to recommend *|COMPANY|* to a friend or colleague?” and they respond on a scale from 1 (very unlikely) to 10 (very likely).
Customers who answer lower than 6 are a detractors, while those who respond with a 9 or higher are a promoters. Customers responding 7-8 are passives.
Due to it being based on a research by Bain & Co, NPS survey will always look the same—a scale from 0 to 10.
The question itself can vary slightly. One such example could be a question “On a scale from 1-10, how likely are you to recommend this organization as a good place to work?”—this is also known as Employee Net Promoter Score.
» Customer Effort Score (CES)
How easy is it to do business with you? The idea of CES is that customers enjoy doing business with companies that are easy to work with. CES measures the amount of effort customers had to exert when dealing with your company.
CES is measured by surveying customers after the resolution of their conversation (usually 24 hours after a ticket is closed).
Being based off of a research paper by CEB, CES survey will always ask the same question. Original CES used a scale of 5 different answers, while the updated CES 2.0 uses a scale of 7.
» You can distribute your survey directly in your email template, send triggers after you close a ticket (conversation), or send out NPS campaigns to a specific contact lists
» Get a quick overview of your team's performance with all-in-one dashboard featuring CSAT, CES 2.0, and NPS ratings, trends and charts.
» Identify your strengths and pinpoint your weaknesses with detailed stats per team, agent, survey and time period.
» All ratings and comments are pushed to the relevant help desk ticket (conversation) in form of a note
» Nicereply automatically adds customer names in the rating feed, so you don't need to use the name field on the survey
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Don't overpay for unanswered surveys.
With Nicereply you only pay for real results - survey responses.
14 days free & no credit card required.
Save 20% with annual billing
» Mini plan: 49 $/month, 100 responses/month, 3 user account, all features and great support included
» Start plan: 99 $/month, 250 responses/month, 10 user accounts, all features and great support included
» Grow plan: 199 $/month, 1000 responses/month, 25 user accounts, all features and great support included
» Business plan: 299 $/month, 2500 responses/month, 50 user accounts, all features and great support included
Need more than 2,500 responses, an enterprise solution or a special pricing? Contact us!
What is unique about Nicereply?
» Our customer satisfaction survey software is built for customer support teams. Nicereply allows you to incorporate satisfaction surveys directly into your helpdesk conversations.
» With Nicereply you can identify feedback in context with the direct link to the rated ticket.
» Get a quick overview of your team's performance at first-glance with all-in-one dashboard including ratings, comments, trends and charts.
» You can also immediately identify which agent is handling the rated ticket, which customer rated the ticket or which campaign does the rating belong to.
» Nicereply is built to ask one specific question and requires only one click to collect feedback.
» You don't lose feedback from unfinished surveys. If a customer clicks on one of the survey answers, but leaves the survey afterwards, the feedback is still collected.
» Our pricing is transparent. We don’t hide prices from you. Don't overpay for unanswered surveys. With Nicereply you only pay for real results - survey responses. No limits. Enjoy all the features with any plan.
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