What users are saying about
22 Ratings
32 Ratings
22 Ratings
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Score 6.2 out of 100
32 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 6.4 out of 100

Attribute Ratings

  • SmileBack is rated higher in 2 areas: Likelihood to Recommend, Support Rating

Likelihood to Recommend

6.2

SmileBack

62%
21 Ratings
2.9

Trustpilot

29%
7 Ratings

Likelihood to Renew

SmileBack

N/A
0 Ratings
8.0

Trustpilot

80%
1 Rating

Usability

6.0

SmileBack

60%
1 Rating

Trustpilot

N/A
0 Ratings

Support Rating

9.3

SmileBack

93%
14 Ratings
8.7

Trustpilot

87%
5 Ratings

Likelihood to Recommend

SmileBack

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.
Anonymous | TrustRadius Reviewer

Trustpilot

I believe that if you can, avoid *ever* creating a profile on any of these third-party review websites. Online reputation management can be expensive, tedious, and frustrating. Keep all your reviews on your own website, and skip the noise of third-party review platforms. You can use your social profiles (ie. Google, Facebook, LinkedIn) for verified testimonials if needed. From firsthand experience, Trustpilot will deliberately allow fake and malicious reviews, then ask you for hundreds of dollars a month just to reply or remove the spam content.
Hannah Walker | TrustRadius Reviewer

Pros

SmileBack

  • 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.
Anonymous | TrustRadius Reviewer

Trustpilot

  • Completing the review for the customer is a simple process which enables us to receive more feedback.
  • The Trustpilot account management team is a true partner working with each department to help with adoption across the company.
  • The Trustpilot development team is a trusted partner with our own internal development team, assisting them with implementation as well as integration with their API.
Melissa Best | TrustRadius Reviewer

Cons

SmileBack

  • 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 | TrustRadius Reviewer

Trustpilot

  • Removing inaccurate/faulty reviews. It's hard to talk to people about removing some inaccurate reviews.
  • Product reviews should be visible on search engines too.
  • Review requests email templates are not the best.
Anonymous | TrustRadius Reviewer

Pricing Details

SmileBack

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Starting Price

Trustpilot

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Starting Price

Likelihood to Renew

SmileBack

No score
No answers yet
No answers on this topic

Trustpilot

Trustpilot 8.0
Based on 1 answer
It's expensive and customer service is not the best.
Anonymous | TrustRadius Reviewer

Usability

SmileBack

SmileBack 6.0
Based on 1 answer
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.
Anonymous | TrustRadius Reviewer

Trustpilot

No score
No answers yet
No answers on this topic

Support Rating

SmileBack

SmileBack 9.3
Based on 14 answers
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!
Jared Miller | TrustRadius Reviewer

Trustpilot

Trustpilot 8.7
Based on 5 answers
I've rarely had issues and needed support. During the implementation phase we relied on their support heavily and they were very knowledgeable, responsive and helpful. Any questions I've had have been answered promptly by my account manager. They also have a great knowledgebase for self-service support.
Melissa Best | TrustRadius Reviewer

Alternatives Considered

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 responses and like to keep an eye on how we are doing with customer service.
Alice Klink | TrustRadius Reviewer

Trustpilot

Selected Trustpilot because of superior integration with the website and Google SERPS. Again, my only complaint would be Trustpilot was relatively more expensive than the other technologies.
Thomas Pittman | TrustRadius Reviewer

Return on Investment

SmileBack

  • 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 | TrustRadius Reviewer

Trustpilot

  • [I believe that it has] tons of fake reviews from spammers & scammers
  • [In my experience] Hundreds of hours and $ wasted
  • [In my experience] Monthly unsolicited sales calls from Trustpilot
  • [I believe that it] Tries to actively ruin your reputation online
Hannah Walker | TrustRadius Reviewer

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