Case Study: Republic Wireless achieves a 3-point CSAT lift and faster issue resolution with Nicereply

Full Spectrum of Experiential Feedback Customer Support at Republic Wireless

Republic Wireless is a Raleigh-based mobile network provider (51–200 employees) known for pioneering WiFi calling and affordable hybrid WiFi/LTE service. Their 24/7 online support blends community Expert members and technicians, and they struggled with two challenges: attributing satisfaction to individual agents on long, multi-agent tickets, and being unable to intervene mid-process because surveys were only asked at ticket close.

They integrated Nicereply with Zendesk to send CSAT and CES prompts after each agent response, enabling faster feedback, targeted coaching and automated follow-ups. Within a week of deployment they raised post‑ticket CSAT from 87% to 90%, caught issues earlier, improved agent performance and process fixes, and plan to expand to NPS, social and live chat for full experiential feedback.

Republic Wireless