Nicereply: Feedback on Your Email Quality

Today’s communication between customers and businesses rely heavily on email, which also happens to be something not commonly associated with customer satisfaction and feedback. Sure, big companies have some sort of customer feedback system via email, but it’s usually in regards to support provided over the phone, in person or via live chat.

Nicereply seeks to make it easy for anyone to obtain customer satisfaction and feedback directly regarding email communication, which is something I’ve found many companies to seriously lack in the quality department. Let’s take a look at Nicereply and how it can help you or your business.

Overview

The concept behind Nicereply is simple; obtain customer satisfaction information and feedback directly from your email communication, effectively eliminating the need for an entirely separate system to handle such a a task.

Making it easy for your customers to share their feedback in regards to your customer service is vital for a few reasons.

• Gives you the opportunity to improve your customer service quality.
• Gives you and your employees motivation to do better and improve.
• Gives business owners a greater ability to monitor employee customer service performance.

Pricing

Pricing starts at $19 per month moving to $49 and $499 per month for a total of three plans to choose from, just depending on the size of your organization. All plans offer a 30-day free trial, without the need to enter credit card information during signup.

Payment via Paypal is available, and an option I’m sure many will appreciate.

Setup

Signup is a snap and takes only a few seconds to complete, at which point you’ll be taken directly to the Setting up Nicereply page. Generally I prefer being taken to the main dashboard of an app, but that’s likely because many apps that bring you to a “setup” page after signup are just more confusing than helpful. Nicereply, however, keeps things simple and straight forward.

Note that the only step to get started is copying and pasting the first provided link into your email to begin receiving feedback right away. Easy!

Add Staff

When you’re ready to add more staff members, simply visit the Settings page where you’ll see options to add new people by default.

Adding more staff members is super simple and only takes a few seconds. A feedback URL for that user is generated and login credentials are emailed to the new member.

Customizing Rating Form

The rest of the Settings category gives you general options for customizing your company account, personal settings, accessing API and payment information, etc. However, one section you’ll likely want to take a peek at is the settings for your Rating Page.

You can easily edit the text for the main title, fields, button and thank you message, along with an optional background image and background, text, box, button and star colors. Oddly, you can select from either an English or German template. Maybe more languages are on the way?

It would be nice to have the option of adding one or more additional form inputs, whether text, checkbox or other. This would allow businesses to obtain more specific information if needed.

Feedback Form

The feedback form is clean and simple, with a bit of Nicereply branding located at the bottom right of the browser window. I’m not sure if that branding is removable but it would be a nice added feature to be able to brand the form with your own business logo.

Once submitted, the user will see a simple “Thank You” message or the message you set within the Settings panel. It would be nice if there was an easy option to add a redirect URL after displaying the “Thank You” message for a set period of time.

Ratings and Charts

Once you get some feedback logged, your Ratings panel will display each submission. Each logged submission displays who the feedback was for, the rating, date and time of submission, who submitted the feedback and their IP address and lastly, the actual feedback.

You can quickly view ratings for individual staff using the drop-down menu near the top left of the page. You’re able to delete ratings as well, although an option to archive ratings so they are no longer visible in the Ratings panel but still apply in the Charts panel would be a nice feature to have.

Charts

The Charts panel gives you a quick overview of your company rating, total number of ratings, ratings according to last week and in comparison to last month. Below the main stats information you’ll see a breakdown of information by staff member along with a chart that can be viewed by week, month, three months, six months or year.

I like the simplicity of the Charts panel but I’d like to see a few options to print or export the information, which would be useful in employee or company meetings.

User Interface Design & Usability

Overall, Nicereply’s user interface design is clean, simple and sexy. It’s easy to use and isn’t cluttered with extra features that might otherwise distract from the main purpose of the application. That being said, it seems that there could be several more features added that would give the app a little more power and flexibility. Either way, the design is off to a fantastic start and it’s incredibly easy to use, so they’ve nailed it there.

Final Thoughts

Nicereply is a great app in terms of its design, usability and ability to accomplish its advertised goal. It really couldn’t be easier to implement and use but, along with its extreme simplicity comes a tradeoff; it’s missing additional features that wouldn’t necessarily complicate the app much further but would add some helpful power and flexibility for users. Nicereply’s pricing seems competitive, although a lower level option would likely make the app more appealing to smaller teams of one or two people. It would also seem fitting considering the app’s simplicity.

If you need straight forward and dead simple feedback for your email communications, Nicereply is definitely an app you’ll want to try. For the more technically enabled users, Nicereply does offer an API so you can integrate it into your projects, a nice feature indeed.

I’ve chosen to go with an app rating of 8/10 for Nicereply, not because the app is poor but because the app has potential I don’t think it’s quite living up to just yet. I encourage you to give it a try as it may be exactly what you’re looking for.

Stay tuned later this week for a generous giveaway offered by the Nicereply team! You might also consider trying out the app to offer up some feedback for the giveaway.