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.
