SmileBack Reviews

20 Ratings
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Score 8.8 out of 101

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TrustRadius Top Rated for 2019

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Reviews (1-19 of 19)

Alice Klink profile photo
October 07, 2019

Simple and effective.

Score 9 out of 10
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Verified User
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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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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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October 09, 2019

SmileBack Review

Score 9 out of 10
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Verified User
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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 profile photo
Score 10 out of 10
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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 profile photo
Score 10 out of 10
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Verified User
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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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Ashley Wiedeman profile photo
October 10, 2018

Gamechanger Solution!

Score 10 out of 10
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Reseller
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Likelihood to Recommend

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!
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Daniel Nunns profile photo
Score 9 out of 10
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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 helps its users easily gather feedback after every single support interaction through their help desks. The product also helps companies track trends, respond to customers based on all kinds of triggers, and create deep, meaningful reports.

It’s hard to get people to rate their customer service interactions; response rates are usually a dismal 5% or so. SmileBack removed all the pains to provide feedback, with a very clear one-click on a smiley face, which then prompts the user for a short comment. On average, the vendor says its customers get a 39.6% response rate.

This means support staff knows where they stand and tend to get more motivated than before thanks to a steady stream of positive feedback.

The vendor aims to offer ridiculously simple product design and a stable platform that just doesn’t break. The company has 650 customers.

SmileBack Features

SmileBack Screenshots

SmileBack Integrations

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 Languages: English, German, Hindi, French, Spanish, Chinese, Dutch, Swedish, Arabic, Hebrew, Russian, Portugese, Japanese