Skip to main content
TrustRadius
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 that…

Read more

Learn from top reviewers

Great Gateway to CSAT Insight

Rating: 8 out of 10
July 3, 2020
IncentivizedVetted Review
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 throu...
Continue reading
Jared Miller
Manager - Product Management
NOC Manager
Doberman Technologies, LLC
SmileBack4 years of experience

Great Product

Rating: 10 out of 10
October 12, 2019
Vetted ReviewVerified 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 custom...
Continue reading
James Oberhaus
C-Level Executive - Corporate
Senior Partner
CPI Solutions
SmileBack4 years of experience

Simple and effective.

Rating: 9 out of 10
October 7, 2019
IncentivizedVetted ReviewVerified User
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 wh...
Continue reading
Alice Klink
General Manager - Information Technology
Helpdesk Manager
Chestnut Consulting

SmileBack: Keeping Orchestra Software in tune with our Customers

Rating: 10 out of 10
October 11, 2018
Vetted ReviewVerified 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 i...
Continue reading
Sarah Bergeron
Vice-President - Professional Services
VP of Delivery
Orchestra Software
SmileBack1 year of experience

Capture reviews the easy way

Rating: 10 out of 10
October 11, 2018
Vetted ReviewVerified 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...
Continue reading
Garland Alvey
Administrator - Information Technology
Wireless Design Technician
Dominion Voice and Data
Log in with LinkedIn to see content from your network
Return to navigation

Pricing

View all pricing
SmileBack

SmileBack

N/A
Unavailable

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

Would you like us to let the vendor know that you want pricing?

4 people also want pricing

Alternatives Pricing

Trustpilot

Trustpilot

$259
per month per domain
What is Trustpilot?

Trustpilot, headquartered in Copenhagen, offers their customer review platform to help businesses gather more online reviews and merge their online profile with feedback from their top customers and bring customer reviews to other high visibility platforms (e.g. Google).

Podium

Podium

$249
per month
What is Podium?

Podium, formerly Repdrive, is a ratings and review management platform from the company of the same name in Provo, Utah.

Return to navigation

Product Demos

CSAT Demo - SmileBack

YouTube

CSAT Demo - SmileBack

YouTube

SmileBack - Demo Video

YouTube

SmileBack Demo and Product Tour | Customer Satisfaction Surveys for MSPs

YouTube
Return to navigation

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 Integrations

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 9.3.

The most common users of SmileBack are from Small Businesses (1-50 employees).
Return to navigation

Comparisons

View all alternatives
Return to navigation

Reviews From Top Reviewers

View all reviews
(1-5 of 20)

Great Gateway to CSAT Insight

Rating: 8 out of 10
Incentivized
July 03, 2020
Use Cases and Deployment Scope
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.

Simple and effective.

Rating: 9 out of 10
Incentivized
October 07, 2019
AK
Alice Klink
Helpdesk Manager
Chestnut Consulting (Information Technology and Services, 11-50 employees)
Vetted Review
Verified User
View profile
Use Cases and Deployment Scope
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.

Great Product

Rating: 10 out of 10
October 12, 2019
JO
James Oberhaus
Senior Partner
CPI Solutions (Computer & Network Security, 51-200 employees)
Vetted Review
Verified User
SmileBack
4 years of experience
Use Cases and Deployment Scope
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.

SmileBack: Keeping Orchestra Software in tune with our Customers

Rating: 10 out of 10
October 11, 2018
SB
Sarah Bergeron
VP of Delivery
Orchestra Software (Computer Software, 11-50 employees)
Vetted Review
Verified User
SmileBack
1 year of experience
View profile
Use Cases and Deployment Scope
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.

Capture reviews the easy way

Rating: 10 out of 10
October 11, 2018
GA
Garland Alvey
Wireless Design Technician
Dominion Voice and Data (Telecommunications, 11-50 employees)
Vetted Review
Verified User
View profile
Use Cases and Deployment Scope
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.
Return to navigation