Reputation.com vs. SmileBack

I think Reputation.com is best suited for enterprise applications where you want big-picture results plus the ability to drill-down to specific locations. It is a good solution where you want to consolidate vendors as they have multiple components. Of course, certain components are more of a core competency for them than others. But in general, it's a strong solution.

Incentivized

Overall product works well but is no longer price competitive compared to others. It also is not as feature rich as its competitors any more. It was one of the first to market which was great but has not done much improvements since. Would love to see ability to measure project CSAT and other integrations.

Incentivized

• Streamlines reviews across multiple platforms
• Makes answering reviews/surveys easy across multiple platforms
• Assists with management of consistent information across online listings

Incentivized

• Charts and graphs that make it easy for us to share our results internally and also externally when meeting with clients and potential clients.
• SmileBack provides a fun set of metrics that our techs can be proud of -- by measuring customer satisfaction and seeing these surveys (especially those with comments) - it really provides them with satisfaction of a job well done!
• SmileBack makes it easy to search and filter by the client or by tech (agent) or date range.

Incentivized

• better responses that are more unique
• would love to be notified as soon as the review comes in also
• publish our responses for us

Incentivized

• Honestly, I can't find any room for improvement with SmileBack at this time. For what it is designed to do, it is simple, fast and convenient. Just what we were looking for so our customers can drop us a note and get back to making great beer!

Its a simple product to use but could use enhancements in the reporting sections by adding the same filters that are available on other screens.

Incentivized

Fantastic support--very honest and direct assistance anytime you need it. My only critique would be for them to "eat more of their own dog food." While I'm sure they've reached out in the past, I can't say that I specifically recall many times that they went out of their way to seek my input as their customer. That said, we rarely needed to contact them as the product works great on its own!

Incentivized

Reputation.com has a better price point. Reputation has other tools that made us choose them over Binary Fountain. There is another company, although the name escapes me, that has similar services to Reputation, but they put a large focus on Yelp and Apple Maps, as opposed to Reputation who puts an emphasis on Google and Google maps.

Incentivized

SmileBack is the simplest and most effective software for customer reviews. Since it is simple, it is more likely that the customer will leave a review. We have a high number of reviews left by customers because it is fast and easy for them to do so. We value our client's responses and like to keep an eye on how we are doing with customer service.

Incentivized

• Update clientele about important information
• Available metrics to improve post qualities
• Daily failures results in less usage due to trust issues

Incentivized

• We send our clients executive summaries monthly - being able to show not just their KPIs but also the health of surveys to the main contact the reason they hired us and the CSAT scores/comments, it is nearly instant ROI each and every single month. Well worth it.