Case Study: Untappd achieves 97% customer satisfaction with Nicereply

Providing a Real Human Touch with Untappd

Untappd is a Wilmington-based technology company that builds social and data-driven software for the beer and beverage industry, serving thousands of businesses (over 16,000 verified venues) and millions of consumers. As the product and customer base scaled, the in-house support team—using Freshdesk and email as the primary channel—found it increasingly difficult to maintain a real, human connection and reliably measure customer satisfaction, leading to unexpected churn at renewal time.

Untappd integrated Nicereply into their Freshdesk workflow to send one-click CSAT ratings with every support email, making feedback effortless for customers and visible to the support team. Scores below 10 trigger follow-up, letting the team resolve issues proactively; since rollout Untappd has sustained a 97% satisfaction rating, increased actionable feedback, and used insights to improve both support and product decisions.

Untappd

Emma Johnson

Vice President of Customer Support