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We used SmileBack as our sole CSAT tool for many years. As a managed service provider feedback from our clients is very important so we would send a request for feedback through this tool for every interaction with each of our clients every time!
With this tool, we were able to get a feeling for both the general mood of our client-base as a whole as well as individually. This improves our approach both to the service delivery as well as the attention to care based on our clients' feedback. It immeasurably improves our relationship with our clients.
With this tool, we were able to get a feeling for both the general mood of our client-base as a whole as well as individually. This improves our approach both to the service delivery as well as the attention to care based on our clients' feedback. It immeasurably improves our relationship with our clients.
- PSA/CMS integration, specifically ConnectWise Manage
- SmileBack works very well as a standalone tool as well, very clean aesthetics with the ability to cut up data in many ways.
- Simple interface and guidance on utilizing the tool help newcomers
- Features in general are lacking compared to its competitors.
- Price feels off to me as a result. Despite lacking some of the features/customizations of others they are among the priciest overall.
September 21, 2020
We use SmileBack to measure our client satisfaction for all service tickets that are closed. We also use it to measure our CSAT against our peers in HTG as well.
- Gather CSAT.
- Ease of use.
- The filtering on some of the reporting could use improvement (Main filtering isn't available in reporting section).
- No way to measure project CSAT.
- Pricing is no longer competitive compared to alternatives.
Our company sends out surveys through SmileBack with every ticket that is closed through ConnectWise Manage. I like how it is a real time indication of how we are doing and what needs to be addressed. I also like the simplicity of it for our clients. They can be more detailed if they prefer.
- Links with ConnectWise Manage.
- Simple to use for customers.
- Easy to read results.
- So far we haven't had any problems.
We have been using this CSAT tool for nearly 3 years. We went from having .1% feedback to nearly 20% feedback. The reports and insight it provides are invaluable during customer business reviews.
- It's simple.
- It works.
- Good reporting.
- None that I can think of now.
We use SmileBack to get feedback on our technicians directly from the users that they support. This allows us to stay current on the overall feeling of our services at each of our clients. It also has presented us with new opportunities to measure our technician's success and to reward them when they exceed our benchmarks.
- Ease of use for end-users to provide feedback.
- Ease of use for reporting.
- Great dashboard for internal users.
- An internal rewards system for techs to rate each other.
- Mobile app.
We use SmileBack to gauge customer satisfaction on a service ticket basis and it is part of our weekly/monthly/quarterly scorecard metrics and we monitor trends and follow up on responses that are neutral or negative. It provides us with an easy analysis of our day to day service and customer happiness.
- 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.
- One thing we'd love to see SmileBack add to their list of date filtering is a rolling 12 months option.
October 13, 2019
It is used to get customer feedback on support tickets. Before SmileBack, we were using email replies for follow up with less than 10% feedback. With SmileBack, we are gett more than 30% feedback. It is much easier for customers to reply and leave a quick comment on service.
- Simple choices.
- Easy to use.
- It allows for quick feedback.
- Reports and quick view of comments are great.
- None at this time.
October 11, 2018
At Orchestra Software, we utilize SmileBack to gather customer satisfaction data once we've resolved a support ticket via Zendesk. Currently, our Customer Support department is the only team to be using SmileBack, and thus far we've been loving it! SmileBack has allowed us to gather feedback more quickly, simply and with less interruption to our busy customers.
- SmileBack is fun! Who doesn't love to click a smiley face as a way to describe their experience? It brings more emotion into the mix, which in turn has garnered better and more robust customer responses.
- SmileBack is simple! Step 1: Click a face (smiley | neutral | sad) Step 2: Write a brief description of experience (optional) Step 3: Submit!
- SmileBack provides instant feedback! As a leader, it's important for me to be on top of the pulse of our business and customers. SmileBack sends me notifications when a customer leaves our team a note. I can immediately address concerns if I need to, and more importantly can pass on kudos right away! Talk about a mood booster!
- 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!
October 11, 2018
We use SmileBack's integration with ConnectWise to request feedback from service desk customers. As soon as a technician closes out a ticket that user is asked to review their experience. It's addressing any lack of completion or poor customer service issues. It allows us to establish a trend and establish organization-wide goals for customer satisfaction.
- Intuitive user interface
- Ease of integration
- Rapid report generation
- I'd like to have more customization options for the survey
- I'd like to see more than three options.
- Five smiley faces would be great.
We use SmileBack surveys through our ticketing system (ConnectWise Manage). Everytime our helpdesk closes a ticket, an e-mail is sent to the ticket contact and they can select from the 3 smiley faces and leave comments. We get notified if the client is unhappy. Also, this integrates with BrightGauge so that we can see the survey results along with other service metrics important to us. Not only does our helpdesk use this to gauge feedback but the whole company sees this on our displays and management loves it! Because of the integration of SmileBack into BrightGauge, we get even more visibility into our customers' feedback!
- Integration into other business software
- Ease of use
- Quick setup
- Set it and forget it
- Lightening fast support!
- I would really like to be able to expand to 5 options. I've had some clients I resell this to and they requested it. Would be nice as an option.
October 05, 2018
SmileBack is our company's primary customer feedback tool, we use this to provide KPI measurements and customer satisfaction results outside of our business relationship management. Our goal with SmileBack was to Identify customers that were unhappy and required a little more love, at the same time this data allows me to incentivise my staff.
- Simple to Implement
- Easy to administrate
- Plugs into Bright-gauge, so I can have all my stats in the one location
- Rather than a con, a suggestion or feature, I would like to see is more controls over how the system issues surveys.
October 05, 2018
We use the software to measure the satisfaction our clients have with our services. We have increased the level of feedback we receive immensely. By integrating with our ticketing system (ConnectWise) we are able to keep the record of the feedback with the ticket, along with any follow-up work or conversations.
- The simplicity of the feedback mechanism increases the chance of our clients leaving it, which gives us more chance to improve the service we provide.
- The integration with ConnectWise links it all together so we can see the full record, the feedback, and any actions taken after it was recieved.
- Not a big fan of the most recent interface redesign
October 05, 2018
After 10 years using a question and answer surveying system with a response time of less than 1% we decided to move to SmileBack and the day after our implementation we started receiving around 20% feedback. Our organisation started reaping the benefits of surveying from day one!
- Increases response on surveys instantly and constantly
- Ease of Use for customers
- Easy to understand dashboard and fully integrated
- What improvements are planned need to be communicated more.
October 04, 2018
SmileBack is used by our support team to collect and analyse satisfaction data. We originally implemented it to gain insight into how our support team was doing not just in raw ticket numbers and sales but in how satisfied our customers were.
This means we can address issues quickly as clients are typically quicker to use the review system than send an email, as I think it is a lot easier than trying to find the correct escalation path.
This means we can address issues quickly as clients are typically quicker to use the review system than send an email, as I think it is a lot easier than trying to find the correct escalation path.
- Review collection: Most of our clients, once aware of the system submit a fair number of responses to the surveys sent out
- Analytics: We can clearly see using the inbuilt tools trends of clients that are unhappy / happy
- Only issue would be the view of who actually worked on a ticket, but this is more an issue of internal process that something that the smileback app would necessarily solve.
October 04, 2018
SmileBack is being used to assess the effectiveness of our support departments interactions with our clients. It allows immediate feedback to come to my team for excellence in support and for clients to provide negative feedback in a way that can be addressed immediately.
- SmileBack customer support and implementation are fantastic! They are extremely responsive and pleasant to work with.
- Providing a simplified way for a client/customer to respond regarding the effectiveness and efficiency of our support or alert us of any issues.
- The ease of accessing data/reports to compare client-by-client, time periods, and/or technicians within our company.
- In the review area it is not possible to select a data range and save it - it must be selected each time. For example, I want to see 'this month' only when I initially open it - this must be chosen at each log in. Saved ranges by user would be awesome!
October 04, 2018
We use SmileBack attached to our ticketing system in order to track our client satisfaction. When a ticket is closed our clients are given the opportunity to rate the experience. The survey itself is pretty straight forward and I find people are more willing to answer a survey with only 3 options over a numerical rating system. We are able to quickly reach out to clients and address any concerns in the rare instances we receive a neutral or negative review so we can work on maintaining a strong positive connection to our clients. We are able to combine the ratings as well with our performance reviews and employee incentives.
- Simple and straight forward survey questions
- Integration with ConnectWise
- Provides quick updates when responses are posted
- Nothing I can think of
October 22, 2018
SmileBack is used throughout our entire company.
We are allowing our customers to easily rate their experience, and before SmileBack it was a laborious task and we got very few responses. With SmileBack our response rate is up 43%!
- How easy it is for customers to give feedback, it is really amazing!
- Easy to understand.
- Very easy to set up.
- Clean emails that get sent out.
- Easy to make back-end changes.
- I would love to be able to tweak the widget design more easily.
- Real-time widget reporting.
October 04, 2018
SmileBack is used to get clients' feedback on the support tickets we have with them.
- SmileBack has significantly increased the amount of feedback we recieive
- SmileBack integrates into multiple tools we use
- Smileback was very easy to roll out
- Nitpicking here, but reporting could be a bit better.
October 04, 2018
We are currently using SmileBack to track and measure CSAT scores across our entire company for our Service group (consisting of IT, Facilities and EH&S). We are using it to determine areas of improvement for our Services group.
- SmileBack has a very good, easy to use dashboard. Their reporting is simple and effective.
- I particularly like how easy it is to see user comments and response to the survey's being sent.
- The users really like how quick and easy it is to provide direct feedback without complicated response mechanism or lengthy questions.
- I would like to see a mobile app developed soon allowing managers and users of the tool be able to have access to the management portal.
October 04, 2018
We use SmileBack to measure customer satisfaction of tickets we work through different tiers and departments within our company. We are improving customer satisfaction by taking action on their reviews. We improve our employees through coaching on customer responses and we strengthen our relationships with our customers by listening to what makes them happy and what doesn't.
- It integrates into ConnectWise Manage.
- It alerts us with each new review.
- Reporting from it is easy.
- Some of the filters remain the same when revisiting the site and some have to be changed.
- You have to update the date range each time.
- You have to add the agents each time.
SmileBack Scorecard Summary
What is SmileBack?
SmileBack is a customer feedback system specifically designed for MSPs and helpdesks and focused exclusively on customer satisfaction. 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 feedback users receive, but also help to analyze and take meaningful action from it in order to improve customer retention and market to new opportunities.
- Instant Feedback: Get instant reviews and critical client comments by triggering one-click surveys at the close of every ticket and schedule recurring surveys to better understand customer loyalty
- Analysis + Reporting: Easily monitor customer sentiment with real-time dashboards in order to gather insights and create custom reports for clients
- Take Action: Showcase responses by turning comments into client testimonials and set up workflows to instantly respond to issues
Categories: Consumer Ratings & Reviews
SmileBack Screenshots
SmileBack Video
SmileBack Integrations
SmileBack Competitors
Customer thermometer, Simplesat, Crewhu
SmileBack Pricing
- Has featureFree Trial Available?Yes
- Does not have featureFree or Freemium Version Available?No
- Does not have featurePremium Consulting/Integration Services Available?No
- Entry-level set up fee?No
SmileBack Support Options
| Free Version | Paid Version | |
|---|---|---|
| Phone | ||
| Live Chat | ||
| FAQ/Knowledgebase | ||
| Video Tutorials / Webinar |
SmileBack Technical Details
| Deployment Types: | SaaS |
|---|---|
| Operating Systems: | Unspecified |
| Mobile Application: | Mobile Web |
| Supported Countries: | Global |
| Supported Languages: | English, German, Hindi, French, Spanish, Chinese, Dutch, Swedish, Arabic, Hebrew, Russian, Portugese, Japanese, Danish, Finnish, Icelandic, Italian, Norwegian |