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SmileBack has established itself as a reliable and widely-used CSAT tool, with users relying on it to gather customer feedback for every …
Overview
What is SmileBack?
SmileBack is a customer feedback system designed for MSPs and helpdesks and focused exclusively on customer satisfaction, from ConnectWise. Their CSAT, NPS and reporting toolsare designed to empower users to drive businesses by making feedback abundant and actionable.With knowledge that…
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What is SmileBack?
SmileBack is a customer feedback system designed for MSPs and helpdesks and focused exclusively on customer satisfaction, from ConnectWise. Their CSAT, NPS and reporting toolsare designed to empower users to drive businesses by making feedback abundant and actionable. With knowledge…
Entry-level set up fee?
- No setup fee
For the latest information on pricing, visithttps://www.smileback.com/pricing
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- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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Product Demos
CSAT Demo - SmileBack
YouTube
CSAT Demo - SmileBack
YouTube
SmileBack - Demo Video
YouTube
SmileBack Demo and Product Tour | Customer Satisfaction Surveys for MSPs
YouTube
Product Details
- About
- Integrations
- Competitors
- Tech Details
- FAQs
What is SmileBack?
SmileBack is a customer feedback system designed for MSPs and helpdesks and focused exclusively on customer satisfaction, from ConnectWise. 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 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: 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
SmileBack Features
- Supported: One-click surveys to increase response rate
- Supported: Detailed reports to export for clients
- Supported: Built-in automation to reduce workload
- Supported: Out-of-the-box filters to slice and dice data
- Supported: A widget to show off Net CSAT Score on a website
- Supported: Net Promoter Score (NPS) survey to understand how customers feel about their overall relationship with a brand
SmileBack Screenshots
SmileBack Integrations
SmileBack Competitors
SmileBack Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| 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 |
Frequently Asked Questions
Customer Thermometer and Simplesat are common alternatives for SmileBack.
Reviewers rate Support Rating highest, with a score of 9.3.
The most common users of SmileBack are from Small Businesses (1-50 employees).
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Community Insights
TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
- Business Problems Solved
- Recommendations
SmileBack has established itself as a reliable and widely-used CSAT tool, with users relying on it to gather customer feedback for every client interaction. This real-time feedback not only provides an indication of performance but also highlights areas that need attention, enabling companies to improve their service delivery and customer care. The seamless integration of SmileBack with ticketing systems like ConnectWise Manage simplifies the feedback process for clients, offering a user-friendly interface and the option to provide additional details if desired.
One of the standout features of SmileBack is its integration with BrightGauge, which enhances visibility into customer feedback and satisfaction metrics for the entire company. This integration allows organizations to closely monitor and analyze satisfaction levels, while keeping records of feedback, follow-up work, and conversations within their ticketing systems. The simplicity of SmileBack's smiley face rating system encourages clients to provide feedback and enables prompt follow-up on any concerns raised. As a result, support teams can quickly assess their performance, address issues, and ultimately strengthen customer relationships based on real-time feedback from clients. Furthermore, SmileBack's reports and insights prove invaluable during customer business reviews, providing crucial information that drives continuous improvement in organizations.
Companies utilizing SmileBack have experienced significant increases in feedback rates compared to previous methods. For instance, one user reported a jump from less than 1% to around 20% feedback rate after implementing SmileBack. This substantial increase in engagement allows businesses to gauge customer satisfaction accurately, measure CSAT scores across the entire company, and identify areas for improvement in various service departments. By leveraging SmileBack's data insights, organizations can also coach employees based on customer responses and proactively address customer needs to strengthen overall service quality.
Overall, SmileBack has become an essential tool for measuring key performance indicators - KPIs - and customer satisfaction outside of traditional business relationship management. Its wide range of applications includes gathering customer ratings for service tickets, tracking CSAT scores, monitoring trends, and following up on neutral or negative responses. By utilizing SmileBack, companies can improve their service delivery, enhance employee performance, and build stronger customer relationships based on real-time feedback and insights.
Users have made several recommendations for the product based on their experiences. One recommendation is to consider customizable feedback icons and widgets, as users believe that having the ability to customize these elements would enhance the user experience and make it more personalized. Another recommendation is to provide more detailed reporting options. While users find the current key performance indicators (KPIs) helpful, they would like to see additional reporting and data/statistics to gain more insights and make informed decisions. Additionally, users suggest trying the product with a free trial to see if it improves response rates. This allows potential customers to experience the effectiveness of the product firsthand before making a purchase decision. Overall, users recommend using this product as they find it effective. They also emphasize the importance of getting it quickly to start benefiting from its features and functionalities.
Attribute Ratings
Reviews
(1-4 of 4)Companies can't remove reviews or game the system. Here's why
October 12, 2019
SmileBack Review
Score 10 out of 10
Vetted Review
Verified User
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.
- Great feedback for the techs.
- Allowed us to get in front of customers where we may have an image problem.
- Great for incentives.
October 05, 2018
Great software - Simple to use and Implement
Score 9 out of 10
Vetted Review
Verified User
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.
- SmileBack is a cost centre, we are paying for our customers' feedback. I am not sure how to qualify an ROI based on this app's specific function.
October 04, 2018
Does what it says on the tin
Score 8 out of 10
Vetted Review
Verified User
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.
- Can't put this into numbers really but we at least know roughly how happy our clients are and we have used this along with other initiatives to increase customer satisfaction, which you can't necessarily put a price on.
October 04, 2018
SmileBack - the perfect tool for experienced and first time users looking for CSAT reporting.
Score 10 out of 10
Vetted Review
Verified User
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.
- We have only been using it a few months now and have not had any tangible ROI to date.
I reviewed two other tools and quickly chose this based solely on the the ease of implementation, end user interface, and the management portal.