Nicereply + Aircall: Keeping the Customer Conversation Going
Customer support is a major industry, especially for small businesses, and communication is a crucial element. Without understanding what your customers are thinking, it will be difficult to provide what they want.
Unfortunately, for many businesses, the conversation ends once the phone is put down or a ticket is closed. If the issue is marked as resolved, then surely it must be… right?
Nicereply disagrees. They have created a product that collects customer feedback and uses it to help improve the quality of a company’s customer support, service, product, and marketing.
Their mission: to help companies deliver exceptional customer service.
“Whether it’s a startup, e-commerce, or an international corporation; We believe that great customer care has a direct positive effect on business performance.” -Lenka Brozmanova, Product marketing & Partnerships at Nicereply
Founded in the summer of 2010 as a spin-off from a web hosting company, Nicereply has grown organically to 15 employees and over 17,000 users at companies such as Microsoft, Lenovo, Hubspot, and Buffer.
But this small startup has never lost sight of its big mission and dedication to building a customer-focused culture.
“Customer-centric culture is what we aim for in every step of the marketing funnel, whether it is attracting people through content marketing and social media, converting them through landing pages and email marketing, or delighting them through excellent customer service and customer success.” - Lenka, Nicereply
Back to basics
When it comes to solving problems, starting at the root is essential. When Nicereply noticed that customer service scores were dropping, they decided to investigate three main factors: feedback, lost customers, and uncertainty.
Feedback:
If you run a business without a customer feedback process, you’ll soon find yourself with fewer customers overall.
The challenge is that collecting feedback can be tricky. With all the daily tasks customer support agents handle, following up with customers can quickly be forgotten.
“Sending surveys automatically after a call is key for many support teams. Nicereply's integration offers a lot of flexibility to do just that. - Robert Statsky Director of Customer Success at Aircall
Nicereply makes it simple to gather vital information and use it to enhance future interactions. By automatically sending customers a survey straight after a conversation, the feedback you receive is prompt and accurate.
Best of all, Nicereply integrates with Aircall’s cloud-based phone solution, so every step is carried out seamlessly without leaving your CRM or Helpdesk.
Lost Customers
While losing customers is never pleasant, it’s worthwhile to make the best of a bad situation by turning it into a learning experience.
Nicereply uses these unfortunate moments to gain valuable (and honest) insights from departing customers. This feedback helps teams understand what could have been improved or what, specifically, the customer was unhappy about.
Staying in the dark when a customer decides to leave isn’t a proactive approach. Reaching out and trying to understand the situation leads to improvement and helps build a more empathetic brand.
Uncertainty
In recent years, customer support has become a crucial part of most successful businesses. However, many companies struggle with how to expand their CX departments in a smart way.
Conflicting data, unmeasurable KPIs, and different schools of thought on how to scale make it difficult for a business to choose the right way forward.
Nicereply gives companies the chance to gain actionable data directly from their customers. User-generated surveys provide brands with better insight into their decision-making process.
And it’s this insight that helps drive Nicereply’s support team:
“We're constantly measuring our Customer Satisfaction Scores and Net promoter Scores to see if businesses are satisfied and happy with our product and service.” - Lenka, Nicereply
Ready… Set… FEEDBACK!
Partnerships work best when values are aligned. That’s why, when Nicereply decided to build a phone integration into their product, they chose Aircall.
“What we love about Aircall is its emphasis on building strong relationships and integrations with various software partners.” - Lenka
Nicereply integrates with Aircall to make the post-call feedback process more valuable and actionable. A survey is automatically generated and sent to the customer after each call, removing the need for time-consuming manual follow-ups.
Having connected platforms means support agents can work more efficiently, and customers can enjoy higher quality experiences.
“One of the great things about Nicereply is it's easy to set up, and we were really impressed that the same applies to Aircall. We don't want our customers to spend hours setting up our app.” -- Lenka, Nicereply
Nicereply collects customer feedback from post-call surveys and adds it as a note in a custom call field.
This note appears as an Aircall insight card the next time that particular customer calls, so your agents have insights and feedback at their fingertips. Agents can see how customers responded and anticipate concerns to provide better service.
“What's amazing is that this feature works not only in your Aircall account but also in your help desk! So even if you're talking to your customers in your help desk portal, you can see the caller info as soon as the phone rings and provide quality service tailored to their specific needs.” - Lenka
Teamwork
The Nicereply integration was specifically designed for Aircall, making it the most intuitive solution when using both platforms together.
But the innovation doesn’t end there. Aircall and Nicereply are always looking for new ways to improve and keep creating products that our customers love and find useful.
“The whole process was smooth because of the support and communication we received from Aircall representatives. It was one of the best experiences we had while building new integration.” - Lenka, Nicereply