About
Nicereply is a project form Slovak hosting provider WebSupport, that’s also into software development, so they elevated this idea about “
customers rating our support” into self sufficient service.
Through unique link that Nicereply provides for all of your agents, customers (or anyone with that link) can go to special rating page, where they rate and leave short comment about how satisfied they were with your customer support. All comments and ratings along with another data are stored and can be readied in comfortable form of charts and statistics.
Control, Look and Feel
As befits good Cloud service, Nicereply is easy and clean with intuitive control so you can explore all possibilities and features in matter of minutes. Integration can be even easier as in its basic form you just add Nicereply’s link into templates in you Helpdesk and in advanced form, where ratings are linked with specific tickets, Nicereply provides guides on its
Blog.
Nicereply, when using, is divided into two main sections
Ratings and
Charts, there is also
Customers analysis (currently in beta) and
Settings tabs.
Ratings provides list of received rating, every one with numeric representation, agents name, time, name of evaluator, his IP address and if available, his comment.
Charts is dashboard of last month ratings, their basic overview like number of ratings, change to previous month, average rating and top agent.
Rating page is semi customizable page where customer land, when they click on Nicereply’s link. It is form where customers can leave a comment and rate your customer service in form one of three versions,
thumbs up/thumb down or smileys
happy/neutral/unhappy and finally
10 stars.
Features
Integration is must have feature in this case, because without external Helpdesk Nicereply is useless, fortunately this can be done very easily and besides the most primitive form mentioned earlier (add link to mail template) Nicereply provides very illustrative guides for integration with
Zendesk,
Assistly,
TeamSupport,
Mojo Helpdesk,
OTRS (Open source Ticket Request System),
Request Tracker and
HelpMaster.
Nicereply can also be integrated with any web-based Helpdesk that uses a unique ID in ticket URL like: http://you.helpdesk.com/id/<ticket_ID>
API
Can be handy when you decide to integrate Nicereply into another application, its basically series of getters that gather data from Nicereply, and one setter for rating. For more detailed references look at
api-reference.
Reports
Your Nicereply admin (or any other user with profile) can receive reports about rating weekly or monthly, just set it in particular user profile.
Rating in HTML body
If your support mails are in HTML, Nicereply provide (in
blog-post) simple HTML construction, that can be pasted into mail template, so basic rating functions (only buttons) are then available directly in body of every mail. With this feature, voting can be even more cofortable for all your customers.
Pricing
Nicereply’s pricing plans are divided into scales, so once again you cannot fully use advantage of elasticity that dominates Cloud, instead you must only hope that size of your customer support, specifically number of agents, fits into one of the offered plans
.
Nice - $19/month for
5 agents
Gorgeous - $49/month for
25 agents
Beautiful - $99/month for
75 agents
You can also try it free for 30 days in any of mentioned version.
Summary
Nicereply’s basic idea is good, because you want to effectively manage a system, in this case Helpdesk, you must monitor it and collect data about it, but Nicereply provides that only partially. Also its poorly secured.
The best place for Nicereply is in a small and agile Cloud helpdesk like ZenDesk, FreshDesk or Assistly, because the bigger one, specially ITIL based, have their own tools for this. But again if you have just few agents, for ex. 10, you must pay 50 bucks, so this thumb up/down information cost $5 per agent every month and is not really worth it, and if you have bigger support crew, you probably want something more complex and hack-proof.
What we liked:
- Ticket link - if your helpdesk use URL that contains ticket ID, you can easily turn on rating on tickets not only agents.
- Charts and all analytics data, you can use them only if you know how to read them.
- API, because only with API you can be really happy.
What we didn't like:
- Rigid pricing plans, we mean elasticity is one of Cloud’s pillars, for some reason.
- Fixed number of stars in Star rating, because five star rating, is the best star rating.
- Its seriously not funny how easily this system can be fooled with primitive script and proxy gateway.