Nicereply

Pros

It's a great assessment tool and it provides valuable metrics for management about performance. The UI dashboard is very simple and easy to use. I like the sample options and date range features included on the dashboard and that each NR is hyperlinked for direct access. This might be totally unrelated, but I enjoy the customer service articles NR sends to my inbox. I find them applicable to my current role.

Cons

I really dislike the fact that customers can rate the same case multiple times, this is one the MAJOR downsides of NR. When customers are irate or it's simply something that is out of our control, they will use this to mark the agent with negative ratings (sometimes multiple times). Luckily, management reviews the agents NR rating and can determine whether or not the unfair score should be deleted.

It's a bummer that NR isn't integrated with social customer service software such as Conversocial.

Pros

I like being able to see feedback and rating from customers who rate us based on our service. It is nice to see that they can rate the service and the product separately. It has lots of potential for being a great product for companies. I am excited to see this evolve and grow over time.

Cons

I hate that customers do not understand the ratings and decide to ask more questions in the Nicereply rating comment box rather than in the actual email they sent to our help desk. I also dislike how a single "1" drags mu scores down when it is for things such as a customer being unhappy with something we don't offer. They like the service they got but end up rating me as a 1 and then it looks like I am not effective. It gets frustrating at times but I guess it is just part of the job and is something that will be tweaked over time.

Pros

My favorite feature is allowing us to click on the ticket that the user has responded to - other applications n the past didn't allow us to see the ticket in which the user is commenting on. It allows you to see where some may be struggling and where others are excelling - helping teams come together and make a better user experience all-around.

Cons

I wish NiceReply could be built into Zendesk so we would see it at a quick glance rather than having to log into NiceReply separately. Not too many dislikes on my end other than needing to log in separately and taking time to go back into a ticket to see what the comments/rates are in reference to.

Pros

Actually I only used nicereply for less than 2 months since I joined a new company. It's quick and easy to use for a startup company which is not able to devote a lot of resource in developing a software of itself for evaluating the customer service's work from customer's viewpoint.

Cons

I just have some suggestions for nicereply. First, I have three CS teams and if I want to view the scores of each team, I have to output the csv datasheet to deal with it. If I can set it on nicereply and view the team's score directly on nicereply, it would be better. Second I can not understand the calculating of the average score. For instance, If I have 6 agents in a team(team 1), their score is 9, 7, 6,1,1,1, then the average score of this team is 4.17, but if I have 4 agents in another team(team 2), their score is 9.7,6,1, then the average score of that team is 5.75. So if 3 agents get 1 score respectively( that is the case in team 1), and if an agent get 1 score( average score for 3 ratings), then the average of the team is totally different, but the only difference is that the 1 score from 3 replies of one agent and 1 score from 3 replies of three agents. I don't understand why. If nicereply can suggest a better way of calculating the average score of a team, that would be perfect.

Pros

We are able to access additional feedback from customers who aren't particularly internet savvy and think they're emailing us (we get the full message!). Plus, when you have customers who are ecstatic, you get to review their feedback as well! Great for encouraging your staff.

Cons

Not so much a dislike about the software as it is a mild frustration on not being able to remove negative feedback from the overall score when it had nothing to do with the situation (i.e. rating of 1, reason: my street was flooded and the mailman refused to delivery my package anyway).