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SmileBack has established itself as a reliable and widely-used CSAT tool, with users relying on it to gather customer feedback for every …
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 that…
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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…
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For the latest information on pricing, visithttps://www.smileback.com/pricing
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- Free/Freemium Version
- Premium Consulting/Integration Services
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Product Demos
CSAT Demo - SmileBack
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CSAT Demo - SmileBack
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SmileBack - Demo Video
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SmileBack Demo and Product Tour | Customer Satisfaction Surveys for MSPs
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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 9.3.
The most common users of SmileBack are from Small Businesses (1-50 employees).
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Community Insights
TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
- Business Problems Solved
- Recommendations
SmileBack has established itself as a reliable and widely-used CSAT tool, with users relying on it to gather customer feedback for every client interaction. This real-time feedback not only provides an indication of performance but also highlights areas that need attention, enabling companies to improve their service delivery and customer care. The seamless integration of SmileBack with ticketing systems like ConnectWise Manage simplifies the feedback process for clients, offering a user-friendly interface and the option to provide additional details if desired.
One of the standout features of SmileBack is its integration with BrightGauge, which enhances visibility into customer feedback and satisfaction metrics for the entire company. This integration allows organizations to closely monitor and analyze satisfaction levels, while keeping records of feedback, follow-up work, and conversations within their ticketing systems. The simplicity of SmileBack's smiley face rating system encourages clients to provide feedback and enables prompt follow-up on any concerns raised. As a result, support teams can quickly assess their performance, address issues, and ultimately strengthen customer relationships based on real-time feedback from clients. Furthermore, SmileBack's reports and insights prove invaluable during customer business reviews, providing crucial information that drives continuous improvement in organizations.
Companies utilizing SmileBack have experienced significant increases in feedback rates compared to previous methods. For instance, one user reported a jump from less than 1% to around 20% feedback rate after implementing SmileBack. This substantial increase in engagement allows businesses to gauge customer satisfaction accurately, measure CSAT scores across the entire company, and identify areas for improvement in various service departments. By leveraging SmileBack's data insights, organizations can also coach employees based on customer responses and proactively address customer needs to strengthen overall service quality.
Overall, SmileBack has become an essential tool for measuring key performance indicators - KPIs - and customer satisfaction outside of traditional business relationship management. Its wide range of applications includes gathering customer ratings for service tickets, tracking CSAT scores, monitoring trends, and following up on neutral or negative responses. By utilizing SmileBack, companies can improve their service delivery, enhance employee performance, and build stronger customer relationships based on real-time feedback and insights.
Users have made several recommendations for the product based on their experiences. One recommendation is to consider customizable feedback icons and widgets, as users believe that having the ability to customize these elements would enhance the user experience and make it more personalized. Another recommendation is to provide more detailed reporting options. While users find the current key performance indicators (KPIs) helpful, they would like to see additional reporting and data/statistics to gain more insights and make informed decisions. Additionally, users suggest trying the product with a free trial to see if it improves response rates. This allows potential customers to experience the effectiveness of the product firsthand before making a purchase decision. Overall, users recommend using this product as they find it effective. They also emphasize the importance of getting it quickly to start benefiting from its features and functionalities.
Attribute Ratings
Reviews
(1-20 of 20)Companies can't remove reviews or game the system. Here's why
We use SmileBack to measure our client satisfaction for all service tickets that are closed. We also use it to measure our CSAT against our peers in HTG as well.
July 03, 2020
Great Gateway to CSAT Insight
We used SmileBack as our sole CSAT tool for many years. As a managed service provider feedback from our clients is very important so we would send a request for feedback through this tool for every interaction with each of our clients every time!
With this tool, we were able to get a feeling for both the general mood of our client-base as a whole as well as individually. This improves our approach both to the service delivery as well as the attention to care based on our clients' feedback. It immeasurably improves our relationship with our clients.
With this tool, we were able to get a feeling for both the general mood of our client-base as a whole as well as individually. This improves our approach both to the service delivery as well as the attention to care based on our clients' feedback. It immeasurably improves our relationship with our clients.
October 14, 2019
Increased feedback and comments!
It is used to get customer feedback on support tickets. Before SmileBack, we were using email replies for follow up with less than 10% feedback. With SmileBack, we are gett more than 30% feedback. It is much easier for customers to reply and leave a quick comment on service.
October 12, 2019
SmileBack Review
Score 10 out of 10
Vetted Review
Verified User
We use SmileBack to get feedback on our technicians directly from the users that they support. This allows us to stay current on the overall feeling of our services at each of our clients. It also has presented us with new opportunities to measure our technician's success and to reward them when they exceed our benchmarks.
October 12, 2019
Great Product
Score 10 out of 10
Vetted Review
Verified User
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 provides are invaluable during customer business reviews.
October 09, 2019
SmileBack Review
We use SmileBack to gauge customer satisfaction on a service ticket basis and it is part of our weekly/monthly/quarterly scorecard metrics and we monitor trends and follow up on responses that are neutral or negative. It provides us with an easy analysis of our day to day service and customer happiness.
October 07, 2019
Simple and effective.
Our company sends out surveys through SmileBack with every ticket that is closed through ConnectWise Manage. I like how it is a real time indication of how we are doing and what needs to be addressed. I also like the simplicity of it for our clients. They can be more detailed if they prefer.
October 22, 2018
Great Design & Easy to Use!
Score 10 out of 10
Vetted Review
Verified User
SmileBack is used throughout our entire company.
We are allowing our customers to easily rate their experience, and before SmileBack it was a laborious task and we got very few responses. 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
At Orchestra Software, we utilize SmileBack to gather customer satisfaction data once we've resolved a support ticket via Zendesk. Currently, our Customer Support department is the only team to be using SmileBack, and thus far we've been loving it! SmileBack has allowed us to gather feedback more quickly, simply and with less interruption to our busy customers.
October 11, 2018
Capture reviews the easy way
Score 10 out of 10
Vetted Review
Verified User
We use SmileBack's integration with ConnectWise to request feedback from service desk customers. As soon as a technician closes out a ticket that user is asked to review their experience. It's addressing any lack of completion or poor customer service issues. It allows us to establish a trend and establish organization-wide goals for customer satisfaction.
October 10, 2018
Gamechanger Solution!
We use SmileBack surveys through our ticketing system (ConnectWise Manage). Everytime our helpdesk closes a ticket, an e-mail is sent to the ticket contact and they can select from the 3 smiley faces and leave comments. We get notified if the client is unhappy. Also, this integrates with BrightGauge so that we can see the survey results along with other service metrics important to us. Not only does our helpdesk use this to gauge feedback but the whole company sees this on our displays and management loves it! Because of the integration of SmileBack into BrightGauge, we get even more visibility into our customers' feedback!
October 05, 2018
Great software - Simple to use and Implement
Score 9 out of 10
Vetted Review
Verified User
SmileBack is our company's primary customer feedback tool, we use this to provide KPI measurements and customer satisfaction results outside of our business relationship management. Our goal with SmileBack was to Identify customers that were unhappy and required a little more love, at the same time this data allows me to incentivise my staff.
October 05, 2018
A great, simple CSAT tool to encourage feedback
Score 9 out of 10
Vetted Review
Verified User
We use the software to measure the satisfaction our clients have with our services. We have increased the level of feedback we receive immensely. By integrating with our ticketing system (ConnectWise) we are able to keep the record of the feedback with the ticket, along with any follow-up work or conversations.
October 05, 2018
Great Response from Clients with SmileBack
Score 10 out of 10
Vetted Review
Verified User
After 10 years using a question and answer surveying system with a response time of less than 1% we decided to move to SmileBack and the day after our implementation we started receiving around 20% feedback. Our organisation started reaping the benefits of surveying from day one!
October 04, 2018
SmileBack is a game changer
SmileBack is used to get clients' feedback on the support tickets we have with them.
October 04, 2018
Does what it says on the tin
Score 8 out of 10
Vetted Review
Verified User
SmileBack is used by our support team to collect and analyse satisfaction data. We originally implemented it to gain insight into how our support team was doing not just in raw ticket numbers and sales but in how satisfied our customers were.
This means we can address issues quickly as clients are typically quicker to use the review system than send an email, as I think it is a lot easier than trying to find the correct escalation path.
This means we can address issues quickly as clients are typically quicker to use the review system than send an email, as I think it is a lot easier than trying to find the correct escalation path.
October 04, 2018
Guaranteed to make you Smile
Score 10 out of 10
Vetted Review
Verified User
SmileBack is being used to assess the effectiveness of our support departments interactions with our clients. It allows immediate feedback to come to my team for excellence in support and for clients to provide negative feedback in a way that can be addressed immediately.
October 04, 2018
Enjoying the ability to provide simple surveys
We use SmileBack attached to our ticketing system in order to track our client satisfaction. When a ticket is closed our clients are given the opportunity to rate the experience. The survey itself is pretty straight forward and I find people are more willing to answer a survey with only 3 options over a numerical rating system. We are able to quickly reach out to clients and address any concerns in the rare instances we receive a neutral or negative review so we can work on maintaining a strong positive connection to our clients. We are able to combine the ratings as well with our performance reviews and employee incentives.
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 are currently using SmileBack to track and measure CSAT scores across our entire company for our Service group (consisting of IT, Facilities and EH&S). We are using it to determine areas of improvement for our Services group.
We use SmileBack to measure customer satisfaction of tickets we work through different tiers and departments within our company. We are improving customer satisfaction by taking action on their reviews. We improve our employees through coaching on customer responses and we strengthen our relationships with our customers by listening to what makes them happy and what doesn't.