SmileBack vs Yotpo

Likelihood to Recommend

This largely depends on the person asking. What their market and toolset are. If you are a Managed Service Provider/IT Consultant firm that utilizes ConnectWise Manage and you are small or large I think this tool makes a lot of sense. For small folks, because they likely have the margin and need the ease of integration it provides as well as the insights, and large again because you've likely got the cash as well as other toolsets/process and procedure to make up for the lacking features.This makes less sense for 'tiny' (<3 person companies) and medium-sized businesses. Where the function-to-dollar ratio needs to be as close to perfect at all times. It simply isn't robust enough for those needing more help in other customer-service related areas that competitors have additional tools for at the same cost level. Or just outright too expensive for people just starting out.

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Jared Miller

NOC Manager

Doberman Technologies, LLCInformation Technology & Services, 11-50 employees

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If you need an excellent mechanism to collect and publish customer reviews, Yotpo is the best that we have found. We love the feature set that is provided, even if you are using the basic membership to get started. Where it is really good is the collection and managing of reviews. The email request setup is simple and easy to use. The publishing and commenting on reviews can be managed easily in the backend. It syncs up nicely to our website providers, and we have used it on a few different platforms without any problems. The pricing on it is also very competitive when you price it out against so of the other big-name players in the space.

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Verified User

C-Level Executive in Marketing

Health, Wellness and Fitness Company, 11-50 employees

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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.

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Verified User

Project Manager in Professional Services

Information Technology and Services Company, 11-50 employees

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Yotpo alerts us by email when a new review comes in which encourages us to log in and check the Yopto dashboard to see if anything needs tending to.
With one click we can publish a Yotpo review to our website, than another click and it pushes the review to Twitter, and Facebook.
Even the free version has lots of useful features.

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Vivian Vassar

Owner

Hey Viv IncApparel & Fashion, 1-10 employees

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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!

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Sarah Bergeron

VP of Delivery

Orchestra SoftwareComputer Software, 11-50 employees

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The customer photos are too small. We'd like to be able to display the photos that customers upload as much larger. They're almost thumbnails.
Yotpo widgets slow down site speed so we can't use any of them. The only one we can use is the reviews page.

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Michele Riley

Manager

DoggieLawnRetail, 1-10 employees

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Likelihood to Renew

No score

No answers yet

No answers on this topic

Yotpo 5.0

Based on 1 answer

Our organization is very lean and agile and does not have the resources to staff either a Marketing or Customer Service Team member on reviews full time. We know and understand the value of such an individual but are unable to staff a position at this point. This reduces the value of the tool in our eyes.

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Zach Shelley

Senior eCommerce Project Manager

WaterFilters.NETConsumer Goods, 51-200 employees

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Usability

No score

No answers yet

No answers on this topic

Yotpo 8.5

Based on 2 answers

I think the platform back end could be easier and more intuitive, but we are able to get around and accomplish what we need to with minimal training or guidance. Specifically, we had complications with trying to do something as simple as sending ourselves test emails and adjusting image sizes pulling from our product catalog so that the review request email images would be clear.

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Verified User

Director in Marketing

Retail Company, 11-50 employees

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Support Rating

SmileBack 9.0

Based on 7 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.

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Alice Klink

Helpdesk Manager

Chestnut ConsultingInformation Technology and Services, 11-50 employees

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Yotpo 8.4

Based on 12 answers

Yotpo is pretty good about making sure you understand its tools. I frequently get emails from the company that alerts me of new features or ways I can use current features more effectively. Also, their online chat support is super responsive. If I have an issue, I hardly have to wait to chat with a representative to get it resolved.

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Adam Dawson

Digital Marketing Coordinator

e3 DiagnosticsMedical Devices, 201-500 employees

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Alternatives Considered

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 name in this space (at least in our industry) and offer a very fully featured platform for customer interaction as well as internal employee interaction.Bizratings -- Also a pretty large name. We did not get to a trial with them.Simplesat -- Very similar to SmileBack in its elegance and simplicity.CustomerThermometer -- This is the vendor we ultimately chose to go to after being with SmileBack for several years. The monthly cost difference for our particular use case made too much sense. While not the most feature-complete tool, there are more options overall in addition to being much cheaper.

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Jared Miller

NOC Manager

Doberman Technologies, LLCInformation Technology & Services, 11-50 employees

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We experimented briefly with the Shopify Reviews app, but saw almost no response as the emails had to be sent manually or otherwise automated. Yotpo made it super easy and our response rate is very good now. You can do the math for your business, but if it helps drive X additional sales and costs you Y for the software

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John Wilkinson

COO

USA eShopConsumer Goods, 1-10 employees

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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.

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Ashley Wiedeman

Platform Manager

NTM National Technology ManagementInformation Technology and Services, 11-50 employees

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Yotpo was very useful in the beginning offering a simple service, well executed for a reasonable price. But when they suddenly raised it from $30 per month to $399 per month, they completely priced my business out and now I'm stuck with hundreds of reviews on their platform that I must find a way to migrate elsewhere so as not to lose the reviews I've collected with them.

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Aaron Shaffier

Owner Mezuzahstore.com

IndependentRetail, 1-10 employees

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Pricing Details

General

Free Trial

Yes

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

General

Free Trial

Yes

Free/Freemium Version

Yes

Premium Consulting/Integration Services

Yes

Entry-level set up fee?

No

SmileBack

Yotpo

Pros

Cons

Likelihood to Renew

Usability

Support Rating

Alternatives Considered

Return on Investment

Screenshots

Pricing Details

General

Free Trial

Free/Freemium Version

Premium Consulting/Integration Services

Entry-level set up fee?

General

Free Trial

Free/Freemium Version

Premium Consulting/Integration Services

Entry-level set up fee?

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