SmileBack vs Trustpilot

Likelihood to Recommend

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.

Read full review

Verified User

Director in Information Technology

Information Technology and Services Company, 11-50 employees

View all 19 answers on this topic

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.

Read full review

Verified User

Director in Marketing

Financial Services Company, 51-200 employees

View all 2 answers on this topic

Pros

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.

Read full review

Verified User

Project Manager in Professional Services

Information Technology and Services Company, 11-50 employees

View all 19 answers on this topic

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

Read full review

Verified User

Director in Professional Services

Professional Training & Coaching Company, 1-10 employees

View all 2 answers on this topic

Cons

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!

Read full review

Sarah Bergeron

VP of Delivery

Orchestra SoftwareComputer Software, 11-50 employees

View all 19 answers on this topic

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.

Read full review

Verified User

Director in Marketing

Financial Services Company, 51-200 employees

View all 2 answers on this topic

Support

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.

Read full review

Alice Klink

Helpdesk Manager

Chestnut ConsultingInformation Technology and Services, 11-50 employees

View all 6 answers on this topic

Trustpilot 8.0

Based on 1 answer

Support was good, they responded in a reasonable amount of time.

Read full review

Verified User

Director in Professional Services

Professional Training & Coaching Company, 1-10 employees

View all 1 answers on this topic

Alternatives Considered

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.

Read full review

Alice Klink

Helpdesk Manager

Chestnut ConsultingInformation Technology and Services, 11-50 employees

View all 19 answers on this topic

No answers on this topic

Return on Investment

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.

Read full review