My name is ... this is ... and we’re responsible for Nicereply. It’s a great tool to receive and evaluate feedback on your company emails.
What problems does it solve? Since you’re all successful businessmen, you sure recognize how important is customer satisfaction and of course,
you know how easy it is to lose it. You company fires up probably 50 or more support emails daily and sometimes, the only feedback you get is on blogs of angry customers or on twitter, which is not what you want.
Secondly, and this is very important, you want to know when someone in your company fucks up and you want to know it that very moment.
You also want to know who’s your support superhero and who should improve. We’re running a webhosting company, so we ran into these problems ourselves. About a year ago we’ve developed a simple feedback system and it proved to be working well, so we decided to share it with the world.
Nicereply lets your customers rate and comment on every email they get from you, so that you can improve your customer service every day. You can see if something goes wrong very quickly, and it’s also a great way to keep your support staff motivated. Matej is going to tell you something about how it works.
So how does it work? To get started with nicereply, you really only need to know how to cut and paste.
After you sign up, we generate a unique link for every employee you register. Paste these links to their email signatures and that’s it. Now, every email you send can be rated by your customers simply by following this link.
It will take them to your rating page, which is also fully customizeable. Add your own branding, colours, change the language of the form, or with the API you can build your very own self-hosted form.
Ratings are then populated on the rating screen, providing a real-time overview on your feedback. Great power behind nicereply is that when you have a help desk system in place, such as Zendesk or Open source trouble ticketing system, you can click the rating to see what message your customer rated. The integration with most support systems is very flexible.
Another good thing about nicereply is that you can easily evaluate the performance of your support staff, see its evolvement over time, comand draw real-life conclusions based on hard data. But that’s just a base, A lot of you guys have these internets over here, try it out for yourself. Michal is going to tell you a little more about the product.
Business model is a typical Software as a service with recurring payments. We went for three plans depending on how many people are responding to emails. Nice is great for startups and small business, where as Beautiful is very very enterprise:) And of course, there’s a thirty-day free trial on all of them.
Since the launch a month ago we’ve received a lot of great feedback so far, we were quite astonished by TheNextWeb review for example, as you can see : “It’s our first 5 from 5 rating here on TNW Apps, because we think that Nicereply is doing something right.” See, a lot of people seem to like it.