Oisín Byrne
Head of Customer Support · 1001+
1 review written · 4.0 average
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Reviews by Oisín Byrne
★★★★★
Rolling Nicereply out across a support org of this size could have been a nightmare. It wasn't. Onboarding agents in bulk was straightforward, survey templates carried over cleanly between teams, and the reporting actually scales without becoming a mess of filters. Six months in, my ops lead and I are genuinely happy with how it handles the volume.
The one gripe: user permission tiers are a bit coarse for enterprise needs. I'd like finer-grained controls at the team level. Customer service has been responsive, but that gap still needs fixing.
