What users are saying about
Top Rated
20 Ratings
15 Ratings
Top Rated
20 Ratings
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Score 8.8 out of 100
15 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 7.7 out of 100

Likelihood to Recommend

SmileBack

Great for providing feedback on a ticket by ticket basis directly from our end users. We use it internally on overhead displays to let the techs see where they are compared to all of our other technicians. The area it is lacking is getting direct feedback from client executives or decision-makers.
No photo available

Trustpilot

This product is good for capturing reviews and feedback from clients and distributing the information across the web. It falls short in its ability to present the information in a more customized away and also and its ability to effectively connect buyers with the company to resolve problems.
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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.
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Trustpilot

  • Trusted reviews from real people for potential clients to see.
  • Helps me build authority.
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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 profile photo

Trustpilot

  • It would be good to have more control over invalid reviews.
  • It would be good if buyers were required to contact the company to express their concerns before doing it on the reviews sites because many times a negative impression is caused by a misunderstanding and other potential buyers are not helped by being exposed to this misinformation.
  • Ideally, the data could be integrated into our website easier.
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Support

SmileBack

SmileBack 8.9
Based on 6 answers
I can imagine that the support would be wonderful. We have never had any problems with SmileBack, so we haven't had to utilize the support features. However, every other aspect of the software is so well done that I am positive that the support will also be wonderful and helpful.
Alice Klink profile photo

Trustpilot

Trustpilot 8.0
Based on 1 answer
Support was good, they responded in a reasonable amount of time.
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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 profile photo

Trustpilot

No answers on this topic

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 profile photo

Trustpilot

  • More repeat buyers
  • Identifying potential problem areas
  • Some bad information gets through and gives potential buyers a false impression
No photo available

Pricing Details

SmileBack

General

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

Trustpilot

General

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

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