Case Study: Cooleaf achieves higher customer satisfaction and actionable feedback with Nicereply

How customer feedback helps Cooleaf grow better

Cooleaf, a 20-person employee recognition and engagement platform founded in 2016, helps distributed teams build culture through incentives, rewards and peer recognitions. As a B2B SaaS serving varied HR needs, their Customer Success team struggled to balance personalized support across diverse client requests while systematically capturing feedback to monitor satisfaction and improve the product and service experience.

Cooleaf implemented Nicereply integrated with their Front inbox, adding an in-signature survey and weekly KPI reviews to make every email interaction a feedback opportunity. The straightforward dashboard and customization made tracking CSAT and trends easy, helping the team celebrate wins, iterate on product and support processes, and maintain high customer empathy — driving clearer insights and continuous improvement across support and development.

Cooleaf