Nicereply Blog

You Need A Budget was officially founded in 2004 while I was in graduate school. I’d developed the basic software and budgeting methodology about a year and a half before. My wife and I used it to see us through our penny-pinching college days. Over time, I realized the program was unique and had potential to sell. You Need a Budget (YNAB) was a small, side business that helped us bring in extra income. I kept it up while I became a certified public accountant. It didn’t take long to see that my business was more fulfilling and profitable than my 9 to 9 (not a typo) day job. I eventually left the world of CPAs in favor focusing on personal finance software full-time. Since then, YNAB has grown steadily.

FreshBooks is planet Earth’s leading online invoicing and simple online accounting service for small businesses. Since 2004, FreshBooks has helped over 3.5 million people take the pain out of running their businesses. Dedicated to designing extraordinary customer experiences, FreshBooks helps people focus on what they love to do, instead of their paperwork.

Slideshop is the #1 source for great presentations designs. They have over 15.000 powerpoint templates for direct download, and offers customized presentations. They are currently 20 persons on their team, half are designers specialized in PowerPoint. So, why they take care about customer support? The COO of Slideshop, Tobias Schelle has been kind to let us do a short interview about the customer service at Slideshop.

(+ funny story)

The CEO of Usertesting.com Darrel Benatar has been so kind and invited us into his offices after we asked him for a short interview. Derrel has shared with us some of his tricks how to make customer support better. They must be working, because usertesting.com is the third best rated company in Nicereply!

We don’t reach out to you very often but when we do, we make sure it’s worth it. The same is true about this time – we would love to introduce three new features we have been working on.

Get to know your customers, good or bad
We have started implementing some customer tracking algorigthms to help you keep track of your most satisfied and dissatisfied customers.

We’ve found yet another one helpdesk system that integrates perfectly with Nicereply. Live agent it’s helpdesk system and livechat in one. Here’s an example on how to make these two work well together.

We are launching our new series of interviews with our most succesful customers with best ratings. First one is SoundCloud – the leading sound platform on the web. Learn from them, for example ,what’s the most important virtue a helpdesk agent must have.

Read more »

We have a launched a brand new beta feature of Nicereply where you can see your most satisfied and dissatisfied clients in addition to bench-marking your agents.

To use the new feature, just log into your account and you’ll see a new tab Customers.

Some of our customers have asked if it’s possible that their users choose a rating option directly from the emails, possibly with some nice images. Since it’s not very difficult to set up, we’ve decided to write up a small howto:

HelpMaster is an enterprise greade help desk solution built on Microsoft technology and the folks over at PRD Software have prepared a nice tutorial on how to install the Nicereply Addin and set up the integration.

Read more on their Community blog »