SmileBack Reviews

21 Ratings
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Score 8.7 out of 100

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Jared Miller | TrustRadius Reviewer
July 03, 2020

Great Gateway to CSAT Insight

Score 8 out of 10
Vetted Review
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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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Alice Klink | TrustRadius Reviewer
October 07, 2019

Simple and effective.

Score 9 out of 10
Vetted Review
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Likelihood to Recommend

It is well suited for our clients at schools. It is easy to use and only takes a minute to select the proper response. It is well suited for our other clients as well since it is so simple. We appreciate the feedback and strive to see only smiling faces.
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Anonymous | TrustRadius Reviewer
October 12, 2019

SmileBack Review

Score 10 out of 10
Vetted Review
Verified User
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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.
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Anonymous | TrustRadius Reviewer
October 09, 2019

SmileBack Review

Score 9 out of 10
Vetted Review
Verified User
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Likelihood to Recommend

SmileBack is especially useful for service providers of many fields (it works well for our field of IT support). Scenarios, where it would be less appropriate, would be for getting a feel for a specific member of the client's staff (i.e. C-Level staff -- if they don't fill the surveys out or request support, SmileBack would not show us how they feel towards us as a company).
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Sarah Bergeron | TrustRadius Reviewer
October 11, 2018

SmileBack: Keeping Orchestra Software in tune with our Customers

Score 10 out of 10
Vetted Review
Verified User
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Likelihood to Recommend

SmileBack is well suited to gather customer feedback at the end of a process or project. Whether it's the final step before closing out a project, at the end of various stages or once a ticket is solved, it allows internal teams to find out what they did well, if a customer felt neutral about the service provided, or if there is room for improvement. In any data-driven company, SmileBack is a key tool to leverage for reporting and department KPIs.
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Garland Alvey | TrustRadius Reviewer
October 11, 2018

Capture reviews the easy way

Score 10 out of 10
Vetted Review
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Likelihood to Recommend

  • For customer relationship management software like ConnectWise where you would like to gauge customer satisfaction with interaction.
  • Any help desk scenario where you want the customer to easily be able to rate performance.
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Daniel Nunns | TrustRadius Reviewer
October 05, 2018

Great software - Simple to use and Implement

Score 9 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Recommend

SmileBack is a sufficient solution for gaining an insight as to how the customer perceives our business. It was not a surprise to me when we had a customer move to another MSP after a few months of poor feedback scores. We can also easily see which customers rate us the highest and would rate our business highly.
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About 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

SmileBack Features

Additional Features
Has featureOne-click surveys to increase your response rate
Has featureDetailed reports to export for your clients
Has featureBuilt-in automation to reduce your workload
Has featureOut-of-the-box filters to slice and dice your data
Has featureA widget to show off your Net CSAT Score on your own website
Has featureNet Promoter Score (NPS) survey to understand how your customers feel about your overall relationship

SmileBack Screenshots

SmileBack Integrations

Dropbox, Zapier, BrightGauge, Slack, Microsoft Power BI, Connect SMART, LaMetric, Captain's Chair

SmileBack Competitors

Customer thermometer, Simplesat, Crewhu

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 VersionPaid Version
Phone
Live Chat
Email
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