Introduction to Aircall integration

Empower your Aircall with Nicereply. In this article you can find out everything important about Nicereply integration including: 

  1. How the integration works
  2. Features of the integration
  3. Trigger set up manuals

How the integration works

The first thing you need to decide is what satisfaction metric you'd like to measure. Nicereply offers three metrics: 

After you decide which metric you want to use connect your Aircall account with Nicereply. You set up an Aircall trigger and Nicereply will start scanning the status of your calls on a regular basis. The trigger is an action that is caused by an event in Aircall - in this case, it is the end of a call. After a call ends a survey is triggered by this event. 

Nicereply will send an e-mail survey to every customer your company had a call with after the call ends - the only requirement is you need to have the email address of that person in the contact information. You can edit the trigger behavior - for example, edit the number of hours since the end of the call after which the survey is sent. 

Features of the integration

See the list of 6 major features of the integration between Aircall and Nicereply.

1. Push ratings & comment right to the call record as a note

All ratings will be pushed to the relevant call record in a form of note (comment).

Note: you can enable/disable pushing of CSAT, CES or NPS ratings & comments as Note and Custom field into ticket in the survey Settings.

2. Save CSAT/CES/NPS rating in the custom call field

Beside the note, Nicereply will “automatically” set up the custom field and save CSAT/CES/NPS rating value in the rated call.

3. Nicereply Customer Insight Card

Besides pushing ratings to the relevant call record in a form of note (comment) Nicereply will create Custom Insight Card. Nicereply custom card shows the last rating collected from the specific customer so you can get context and provide a quick, personalized 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 - including last Nicereply ratings of the specific customer - as soon as the phone rings. 

4. Sync customers’ name to CSAT/CES/NPS ratings

Customers often don’t share their name in a rating form. Nicereply will automatically add customer names in the rating feed based on the call ID, so you don't need to use the name field on the survey.

5. User import

Sync all your Aircall users to Nicereply with one click. New users will get an automated email with login instructions.

6. Customize your CSAT/CES/NPS surveys according to your branding and needs

Ask your customers the right question at the right time with branded one-click surveys. Customize the look of your surveys, change rating scales and add additional questions.

Trigger set up manuals

After you decide which satisfaction metric you want to measure, follow the respective manual to start gathering actionable feedback:

CSAT: Click here for the Customer Satisfaction Score trigger setup guide

CES: Click here for the Customer Effort Score trigger setup guide

NPS: Click here for the Net Promoter Score trigger setup guide