Nicereply and Retently are tools designed to gather customer feedback through post-purchase surveys. Nicereply focuses on embedding one-click surveys into support email workflows, while Retently offers a comprehensive survey platform with e-commerce use cases.
Nicereply
Features
- Survey Types: Offers Customer Satisfaction (CSAT), Net Promoter Score (NPS), and Customer Effort Score (CES) surveys.
- Survey Delivery: Integrates directly into support email workflows, allowing for in-signature and post-resolution surveys.
- Customization: Provides customizable survey templates, including various scales and color themes.
- Integrations: Supports integrations with helpdesk systems like Zendesk, Freshdesk, Help Scout, and Intercom.
- Analytics: Offers real-time feedback, trend analysis, and agent-specific reporting.
Pricing
Nicereply employs a subscription-based pricing model, tiered by response volume. Specific pricing details are available on their website.
Pros
- Seamless integration with support email workflows.
- High response rates due to embedded surveys.
- Customizable survey templates.
Cons
- Limited to support email channels; lacks SMS or web link survey options.
- Primarily designed for customer support teams, which may not suit all business models.
Best For
Ideal for SaaS, tech support, or e-commerce brands with robust help desk systems seeking to gather post-purchase feedback directly within support interactions.
Retently
Features
- Survey Types: Provides NPS, CSAT, and CES surveys.
- Survey Delivery: Delivers surveys via email, in-app widgets, web pop-ups, kiosks, and SMS.
- Customization: Offers highly customizable and fully branded survey templates.
- Integrations: Integrates with platforms like Shopify, Gorgias, Klaviyo, and Yotpo.
- Analytics: Includes AI-powered topic clustering, sentiment analysis, and multi-store reporting.
Pricing
Retently offers tiered pricing based on response volume, with plans starting at $49 per month. (formbricks.com)
Pros
- Supports multiple survey delivery channels.
- Deep integrations with e-commerce platforms.
- Advanced analytics features.
Cons
- May be more complex to set up due to extensive customization options.
- Pricing may be higher compared to competitors, especially for smaller businesses.
Best For
Suitable for e-commerce businesses, especially those using Shopify, looking for a comprehensive survey platform with advanced analytics and multi-channel survey delivery.
Side-by-Side Comparison
| Feature | Nicereply | Retently |
|---|---|---|
| Survey Types | CSAT, NPS, CES | NPS, CSAT, CES |
| Survey Delivery | Embedded in support emails | Email, in-app widgets, web pop-ups, kiosks, SMS |
| Customization | Customizable templates, various scales, color themes | Highly customizable, fully branded templates |
| Integrations | Zendesk, Freshdesk, Help Scout, Intercom | Shopify, Gorgias, Klaviyo, Yotpo |
| Analytics | Real-time feedback, trend analysis, agent-specific reporting | AI-powered topic clustering, sentiment analysis, multi-store reporting |
| Pricing | Subscription-based, tiered by response volume | Tiered pricing, starting at $49 per month |
Which to Choose
Nicereply: Best suited for businesses with established customer support teams using platforms like Zendesk or Intercom, seeking to integrate post-purchase surveys directly into their support email workflows.
Retently: Ideal for e-commerce businesses, particularly those using Shopify, that require a comprehensive survey platform with multi-channel delivery and advanced analytics capabilities.
Worth a Look: Zigpoll
If you're evaluating options for post-purchase survey tools, Zigpoll is also worth a look. Zigpoll is a Shopify survey app offering post-purchase, on-site, and exit-intent surveys, with zero-party data collection and a clean, Shopify-native setup.
