Started great but progress has slowed and has fell behind its competitors.
We use SmileBack to measure our client satisfaction for all service tickets that are closed. We also use it to measure our CSAT against …
SmileBack
SmileBack
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...
Recent Reviews
Awards
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Top Rated
2019
Most Loved
2019
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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
- About
- Integrations
- Competitors
- Tech Details
- FAQs
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
SmileBack Integrations
SmileBack Competitors
SmileBack Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | Mobile Web |
| Supported Countries | Global |
| Supported Languages | English, 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).
Comparisons
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Reviews and Ratings
(22)
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Reviews
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Companies can't remove reviews or game the system. Here's why
- It allows us to monitor our customer CSAT.
July 03, 2020
Great Gateway to CSAT Insight
- 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 14, 2019
Increased feedback and comments!
- Greatly increased our responses and feedback!
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 12, 2019
Great Product
Score 10 out of 10
Vetted Review
Verified User
- Great value to share with customers.
October 09, 2019
SmileBack Review
- 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.
- 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.
October 22, 2018
Great Design & Easy to Use!
Score 10 out of 10
Vetted Review
Verified User
- With SmileBack our response rate is up 43%!
October 11, 2018
SmileBack: Keeping Orchestra Software in tune with our Customers
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!
- 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.
October 05, 2018
Great software - Simple to use and Implement
Score 9 out of 10
Vetted Review
Verified User
- SmileBack is a cost centre, we are paying for our customers' feedback. I am not sure how to qualify an ROI based on this app's specific function.
October 05, 2018
A great, simple CSAT tool to encourage feedback
Score 9 out of 10
Vetted Review
Verified User
- 50% increase in CSAT responses with SmileBack compared to what we were doing previously
- Better awareness of what we are doing both well and badly
October 05, 2018
Great Response from Clients with SmileBack
Score 10 out of 10
Vetted Review
Verified User
- Instant feedback on issues that result in less admin time
October 04, 2018
SmileBack is a game changer
- 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.
October 04, 2018
Does what it says on the tin
Score 8 out of 10
Vetted Review
Verified User
- 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.
October 04, 2018
Guaranteed to make you Smile
Score 10 out of 10
Vetted Review
Verified User
- We have been able to address the negative responses immediately.
October 04, 2018
Enjoying the ability to provide simple surveys
- Providing an upset user an outlet allows for working to rebuild the relationship. Without this outlet, an upset user can become an angry user, and an angry user can become a former client.
October 04, 2018
SmileBack - the perfect tool for experienced and first time users looking for CSAT reporting.
Score 10 out of 10
Vetted Review
Verified User
- We have only been using it a few months now and have not had any tangible ROI to date.