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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
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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Product Demos
CSAT Demo - SmileBack
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CSAT Demo - SmileBack
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SmileBack - Demo Video
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SmileBack Demo and Product Tour | Customer Satisfaction Surveys for MSPs
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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
(1-11 of 11)Companies can't remove reviews or game the system. Here's why
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.
October 14, 2019
Increased feedback and comments!
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 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.
October 12, 2019
Great Product
Score 10 out of 10
Vetted Review
Verified User
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.
October 22, 2018
Great Design & Easy to Use!
Score 10 out of 10
Vetted Review
Verified User
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 11, 2018
SmileBack: Keeping Orchestra Software in tune with our Customers
Score 10 out of 10
Vetted Review
Verified User
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
Capture reviews the easy way
Score 10 out of 10
Vetted Review
Verified User
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.
October 04, 2018
SmileBack is a game changer
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
Guaranteed to make you Smile
Score 10 out of 10
Vetted Review
Verified User
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
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 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.