Skip to main content
TrustRadius
SmileBack

SmileBack

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…

Read more

Learn from top reviewers

Great CSAT Tool

Rating: 10 out of 10
January 22, 2025
Vetted ReviewVerified User
We help clients deploy SmileBack in ConnectWise PSA to collect CSAT data on every ticket that is closed.
Continue reading
Eileen Wilson
Partner - Professional Services
Owner
Pivotal Crew LLC
SmileBack2 years of experience
Verified on LinkedIn

Great Gateway to CSAT Insight

Rating: 8 out of 10
July 3, 2020
IncentivizedVetted Review
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 throu...
Continue reading
Jared Miller
Manager - Product Management
NOC Manager
Doberman Technologies, LLC
SmileBack4 years of experience

Great Product

Rating: 10 out of 10
October 12, 2019
Vetted ReviewVerified 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 custom...
Continue reading
James Oberhaus
C-Level Executive - Corporate
Senior Partner
CPI Solutions
SmileBack4 years of experience

Simple and effective.

Rating: 9 out of 10
October 7, 2019
IncentivizedVetted ReviewVerified User
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 wh...
Continue reading
Alice Klink
General Manager - Information Technology
Helpdesk Manager
Chestnut Consulting

SmileBack: Keeping Orchestra Software in tune with our Customers

Rating: 10 out of 10
October 11, 2018
Vetted ReviewVerified 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 i...
Continue reading
Sarah Bergeron
Vice-President - Professional Services
VP of Delivery
Orchestra Software
SmileBack1 year of experience
Log in with LinkedIn to see content from your network
Return to navigation

Pricing

View all pricing
SmileBack

SmileBack

N/A
Unavailable

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

Would you like us to let the vendor know that you want pricing?

4 people also want pricing

Alternatives Pricing

Trustpilot

Trustpilot

$259
per month per domain
What is Trustpilot?

Trustpilot, headquartered in Copenhagen, offers their customer review platform to help businesses gather more online reviews and merge their online profile with feedback from their top customers and bring customer reviews to other high visibility platforms (e.g. Google).

Podium

Podium

$249
per month
What is Podium?

Podium, formerly Repdrive, is a ratings and review management platform from the company of the same name in Provo, Utah.

Return to navigation

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
Return to navigation

Product Details

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

Screenshot of Detailed reports to export for your clients. Show up for your customer meetings with a printed PDF with every piece of feedback they ever left for you and show you’ve been listening from day one. Be amazed at how your customer retention improves.Screenshot of Out-of-the-box filters to slice and dice your data. Filter your reviews by customer, agent, review, type, ticket status and more and see which of your customers are thrilled and which need some attention. Spot and reward your support agents who are thriving and help out the ones who are struggling.Screenshot of Easily keep a pulse on how happy your customers are with SmileBack dashboard.Screenshot of One-click surveys to increase your response rate. More than 42% of people respond to this.Screenshot of Use automation features to take immediate action on negative feedback.Screenshot of Report on feedback with your staff and clients.Screenshot of Filter your reviews by customer, agent, review, type, ticket status and more and see which of your customers are thrilled and which need some attention. Spot and reward your support agents who are thriving and help out the ones who are struggling.Screenshot of Show the world how much your customers love you with the website widget, and impress prospects with your transparency.Screenshot of Understand how your customers feel about your overall relationship by adopting our Net Promoter Score (NPS) survey functionality.

SmileBack Integrations

SmileBack Competitors

SmileBack Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationMobile Web
Supported CountriesGlobal
Supported LanguagesEnglish, 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).
Return to navigation

Comparisons

View all alternatives
Return to navigation

Reviews From Top Reviewers

View all reviews
(1-5 of 21)

Great CSAT Tool

Rating: 10 out of 10
January 22, 2025
Likelihood to Recommend
If you would like to collect CSAT data (for various reasons, i.e. know what the customers are saying, reward great service delivery etc..) SmileBack is easy to use, it stands out in the email for your end users and it's simple for them to engage with it.

Great Gateway to CSAT Insight

Rating: 8 out of 10
Incentivized
July 03, 2020
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.

Simple and effective.

Rating: 9 out of 10
Incentivized
October 07, 2019
AK
Alice Klink
Helpdesk Manager
Chestnut Consulting (Information Technology and Services, 11-50 employees)
Vetted Review
Verified User
View profile
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.

Great Product

Rating: 10 out of 10
October 12, 2019
JO
James Oberhaus
Senior Partner
CPI Solutions (Computer & Network Security, 51-200 employees)
Vetted Review
Verified User
SmileBack
4 years of experience
Likelihood to Recommend
I have recommended this product on several occasions. It's quite useful in many applications.

SmileBack: Keeping Orchestra Software in tune with our Customers

Rating: 10 out of 10
October 11, 2018
SB
Sarah Bergeron
VP of Delivery
Orchestra Software (Computer Software, 11-50 employees)
Vetted Review
Verified User
SmileBack
1 year of experience
View profile
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.
Return to navigation