SmileBack

SmileBack

Score 9.6 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

(1-18 of 18)
Companies can't remove reviews or game the system. Here's why
Jared Miller | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Reseller
  • As a whole, CSAT is a must. And having a tool for this has returned dividends.
  • We grew to a point where the investment stopped making sense, where other products were offering the same price, but with additional features.
  • Having a CSAT tool like SmileBack improves our clients' opinions with us overall in sharing their results with them. This creates a more open and honest line of communication to improve both parties.
October 12, 2019

SmileBack Review

Score 10 out of 10
Vetted Review
Verified User
  • Great feedback for the techs.
  • Allowed us to get in front of customers where we may have an image problem.
  • Great for incentives.
October 09, 2019

SmileBack Review

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

Simple and effective.

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

Gamechanger Solution!

Ashley Wiedeman | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Reseller
  • 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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