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 (1-17 of 17)

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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Return on Investment

  • We can view how we are doing through the customer's eyes.
  • We can see if we are improving our customer service or if it is something that needs to be worked on.
  • We have a metric that we like to keep to, and SmileBack helps us track that.
Read Alice Klink's full review
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October 12, 2019

SmileBack Review

Score 10 out of 10
Vetted Review
Verified User
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Return on Investment

  • Great feedback for the techs.
  • Allowed us to get in front of customers where we may have an image problem.
  • Great for incentives.
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October 09, 2019

SmileBack Review

Score 9 out of 10
Vetted Review
Verified User
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Return on Investment

  • Our mission is to expand happiness in the world, and SmileBack has helped us measure that in a way. We are able to tangibly see the impact our techs are making on our customers and their happiness.
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Sarah Bergeron profile photo
Score 10 out of 10
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Return on Investment

  • SmileBack has given us 4-5x Customer Feedback scores, and the ability to reach out and address issues right away with customers. As more data flows in, our plan is to review customer feedback directly with our customers, letting them know their voices and feedback is being heard. While I don't have tangible numbers today, the hope is for SmileBack to directly impact customer retention and in turn loyalty.
Read Sarah Bergeron's full review
Ashley Wiedeman profile photo
October 10, 2018

Gamechanger Solution!

Score 10 out of 10
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Reseller
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Return on Investment

  • We send our clients executive summaries monthly - being able to show not just their KPIs but also the health of surveys to the main contact the reason they hired us and the CSAT scores/comments, it is nearly instant ROI each and every single month. Well worth it.
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Matthew Greensmith profile photo
Score 8 out of 10
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Verified User
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Return on Investment

  • Can't put this into numbers really but we at least know roughly how happy our clients are and we have used this along with other initiatives to increase customer satisfaction, which you can't necessarily put a price on.
Read Matthew Greensmith's full review
Donald McMahon profile photo
Score 10 out of 10
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Verified User
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Return on Investment

  • SmileBack lets us filter reviews by a technician, letting us see how our techs perform. We also share with them so they know where they stand.
  • Negative reviews lets us know where pain is so we can right our wrongs.
Read Donald McMahon's full review

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