SmileBack

SmileBack

22 Reviews and Ratings

Overview
Product	Rating	Most Used By	Product Summary	Starting Price
SmileBack	Score 10.0 out of 10	N/A	SmileBack is a customer feedback system designed for MSPs and helpdesks and focused exclusively on customer satisfaction, from ConnectWise. Their CSAT, NPS and reporting toolsare designed to empower users to drive businesses by making feedback abundant and actionable. With knowledge that customer satisfaction is the #1-indicator of success for MSPs and helpdesks, SmileBack boasts expertise in the space. They state their products will not only dramatically increase the amount of…	N/A

Pricing

SmileBack

Editions & Modules

No answers on this topic

Offerings

Pricing Offerings
SmileBack
Free Trial
Yes
Free/Freemium Version
No
Premium Consulting/Integration Services
No

Entry-level Setup Fee

No setup fee

Additional Details

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More Pricing Information

Community Pulse
	SmileBack
Considered Both Products	SmileBack Verified User Director Chose SmileBack At the time, SmileBack was only option available. There are other alternatives now that we are considering. Incentivized Helpful? Jared Miller NOC Manager Chose SmileBack Very odd that none of the tools we evaluated are on this list, including some much larger companies. Below are the tools we reviewed with some notes. Ultimately, we recently changed from SmileBack to CustomerThermometer as described below. Crewhu -- They are arguably the biggest … Incentivized Helpful? Verified User Project Manager Chose SmileBack We have not tried other products - SmileBack was our first CSAT trial and we loved it so much we never tried any other. Incentivized Helpful? AK Alice Klink Helpdesk Manager Chose SmileBack 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 … Incentivized Helpful? Ashley Wiedeman Platform Manager Chose SmileBack Manage has its own built-in surveys, but not customizable at all. Once we came across SmileBack, we didn't search for anything else. We just knew the tool was for us! Helpful? Donald McMahon IT Service Manager Chose SmileBack We used our ticketing system's internal feedback option and we only got a few reviews a year. With SmileBack, we get several a day. Incentivized Helpful? Verified User Manager Chose SmileBack I reviewed two other tools and quickly chose this based solely on the the ease of implementation, end user interface, and the management portal. Helpful?
Top Pros	Pro Ease of use Pro Easy to use Pro Easy to understand
Top Cons	Minus Mobile app Minus Reporting section Minus Management portal

Best Alternatives
	SmileBack
Small Businesses	Growave Score 9.4 out of 10
Medium-sized Companies	PowerReviews Score 8.0 out of 10
Enterprises	PowerReviews Score 8.0 out of 10
All Alternatives	View all alternatives

User Ratings
	SmileBack
Likelihood to Recommend	6.0 (20 ratings)
Usability	6.0 (1 ratings)
Support Rating	9.3 (7 ratings)

User Testimonials
	SmileBack
Likelihood to Recommend	ConnectWise 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 Verified User Anonymous Read full review
Pros	ConnectWise 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 Verified User Anonymous Read full review
Cons	ConnectWise 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! Sarah Bergeron VP of Delivery Read full review
Usability	ConnectWise 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 Verified User Anonymous Read full review
Support Rating	ConnectWise 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 Jared Miller NOC Manager Read full review
Alternatives Considered	ConnectWise 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 AK Alice Klink Helpdesk Manager Read full review
Return on Investment	ConnectWise 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. Ashley Wiedeman Platform Manager Read full review
ScreenShots	SmileBack Screenshots