SmileBack

SmileBack

Score 9.7 out of 10
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...

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Recent Reviews

SmileBack Review

10 out of 10
October 12, 2019
We use SmileBack to get feedback on our technicians directly from the users that they support. This allows us to stay current on the …
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Great Product

10 out of 10
October 12, 2019
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 …
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SmileBack Review

9 out of 10
October 09, 2019
We use SmileBack to gauge customer satisfaction on a service ticket basis and it is part of our weekly/monthly/quarterly scorecard metrics …
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

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Pricing

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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 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 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 9.2.

The most common users of SmileBack are from Small Businesses (1-50 employees).
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Comparisons

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Reviews and Ratings

 (22)

Attribute Ratings

Reviews

(1-20 of 20)
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Score 5 out of 10
Vetted Review
Verified User
Overall product works well but is no longer price competitive compared to others. It also is not as feature rich as its competitors any more. It was one of the first to market which was great but has not done much improvements since. Would love to see ability to measure project CSAT and other integrations.
Jared Miller | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Reseller
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.
October 12, 2019

SmileBack Review

Score 10 out of 10
Vetted Review
Verified User
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.
October 09, 2019

SmileBack Review

Score 9 out of 10
Vetted Review
Verified User
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).
October 07, 2019

Simple and effective.

Score 9 out of 10
Vetted Review
Verified User
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.
Sarah Bergeron | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
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.
October 10, 2018

Gamechanger Solution!

Ashley Wiedeman | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Reseller
SmileBack is suited for any situation where you are wanting to gauge your client base and ask for feedback unbiased! Any customer service-oriented business could use a tool like this!
Daniel Nunns | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
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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