List of Nicereply Customers
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Since 2010, our global team of researchers has been studying Nicereply customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased Nicereply for Customer Experience from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using Nicereply for Customer Experience include: FreshBooks, a Canada based Professional Services organisation with 500 employees and revenues of $90.0 million, Republic Wireless, a United States based Communications organisation with 150 employees and revenues of $20.0 million, Man Crates, a United States based Retail organisation with 38 employees and revenues of $8.0 million and many others.
Contact us if you need a completed and verified list of companies using Nicereply, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
The Nicereply customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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FreshBooks | Professional Services | 500 | $90M | Canada | Nicereply | Nicereply | Customer Experience | 2014 | n/a |
In 2014, FreshBooks implemented Nicereply to measure customer satisfaction as its support organization scaled. Nicereply was deployed as part of FreshBooks Customer Experience tooling to capture CSAT signals and provide visibility into support quality.
The implementation emphasized CSAT survey capture, feedback aggregation, and operational reporting to track agent-level performance. Configuration centered on post-interaction surveys and dashboarding for support managers to view CSAT trends and agent scores, aligning with common Customer Experience functional workflows.
This was a support and CRM use case deployed in Canada, covering FreshBooks support teams during a period of rapid headcount growth. The operational scope focused on monitoring agent performance and embedding continual feedback into support quality workflows.
FreshBooks used Nicereply to monitor agent performance and support quality while scaling the team rapidly, and the company won Nicereply Customer Happiness Awards which reflected high satisfaction levels captured by the system.
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Man Crates | Retail | 38 | $8M | United States | Nicereply | Nicereply | Customer Experience | 2017 | n/a |
In 2017, Man Crates deployed Nicereply in the Customer Experience category to capture mid conversation CSAT and CES for its US ecommerce support operation. The implementation instrumented Nicereply surveys inside live Zendesk conversations to collect real time feedback and surface detractor signals for faster follow up on tickets.
Nicereply was configured to deliver mid conversation CSAT and CES prompts and to aggregate agent level ratings into detailed reporting. Functional capabilities implemented included real time agent notifications of survey responses and consolidated reporting used for coaching and queue management.
The Nicereply integration with Zendesk covered support agents in the US ecommerce customer service queue and altered operational workflows by enabling rapid response to detractor tickets and by surfacing agent level ratings for coaching. This configuration improved coaching and queue handling by providing detailed reporting and agent level visibility.
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Republic Wireless | Communications | 150 | $20M | United States | Nicereply | Nicereply | Customer Experience | 2016 | n/a |
In 2016 Republic Wireless implemented Nicereply as a Customer Experience application to capture structured customer feedback across its US-based customer support and CRM operations. The deployment targeted post-interaction measurement workflows to provide agent-level sentiment and operational visibility for the support organization.
Nicereply was configured to collect CSAT and CES surveys after each agent response, leveraging automated survey triggers and standard feedback capture flows common to Customer Experience tooling. The implementation emphasized agent-level feedback and closed-loop comment capture to surface recurring ticket issues and support process gaps.
The Nicereply implementation was integrated with Zendesk to attach survey requests to ticket reply events and consolidate response data alongside ticket metadata. Integration focused on sending CSAT and CES prompts immediately following agent responses, enabling correlation of survey results with ticket histories and agent identifiers within the CRM and support ticketing workflow.
Governance and operationalization centered on using Nicereply data for faster detection of issues, agent coaching, and actionable process improvements, with reported post-ticket CSAT rising from 87% to 90%. The program delivered tighter customer feedback loops for Republic Wireless customer support, providing a continuous input stream for service quality management and local agent performance review.
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