Case Study: Man Crates achieves real-time CSAT & CES insights and improved agent performance with Nicereply

Achieving Stellar Results with CSAT and CES at Man Crates

Man Crates is a San Mateo–based B2C e‑commerce company that creates memorable, male-focused gift experiences and prides itself on “customer obsession.” Although they were already surveying customers with Zendesk CSAT, the team found the timing and format didn’t match how agents work and wanted a better way to capture agent performance and customer sentiment in real time.

After implementing Nicereply, Man Crates added mid‑conversation CSAT and CES alongside post‑interaction surveys, giving agents immediate feedback and managers detailed reporting. The change let them flag detractors quickly, coach and track agent performance over time, identify recurring issues, reduce resolution effort, and contributed to their recognition for the highest Customer Effort Score in the Customer Happiness Awards 2018.

Man Crates