Integration with Nicereply - Daktela

Integration with Nicereply

Nicereply blog post Daktela

We are constantly working to expand and improve our services, which is why we are happy to be able to bring our customers closer and expand the possibilities of measuring satisfaction with their clients.

In addition to being able to measure satisfaction directly at Daktela, we have also prepared integration with an external tool from Nicereply, which specializes in measuring customer satisfaction and loyalty.

Integrating Daktela with Nicereply will allow you to better understand your customers and get feedback directly from Daktela.

You can use detailed statistics and reports, thanks to which you can immediately identify a potential problem and, on the other hand, you will also get to know the hero of your customer line thanks to detailed statistics for individuals and entire teams.

How does this integration work?

Initially, you choose the metrics for measuring customer satisfaction that you want to measure. Nicereply offers 3 options:

The Customer Satisfaction Score (CSAT) measures customer satisfaction with a recent interaction.

The Customer Effort Score (CES) is a metric used to evaluate how easy your customers think their recent contact solution is.

The Net Promoter Score (NPS) is a standard recognized metric for measuring customer loyalty. It is its simplicity that makes it so popular, because it is very easy to understand.

Thanks to the templates in Nicereply, you can also set the evaluation form in your signature in Daktela and thus measure your every interaction with customers.

Measuring customer satisfaction can help decide which direction to take to improve processes in the organization and to find potential weaknesses in communication. Customer satisfaction is the most valuable asset that has a greater impact on a company’s prosperity than any other variable.

If you can effectively measure and use satisfaction, you will also make work easier for your team leaders and call center managers. The teamleader receives the relevant sorted data directly from the customer and does not have to randomly search in the ongoing communication, but focuses only on those with low response. It identifies problems so quickly and can react flexibly to the situation. They immediately see which product / service the low rating applies to, which operator, whose communication channel below.

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