SmileBack

SmileBack

Score 9.7 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

(1-20 of 20)
Companies can't remove reviews or game the system. Here's why
Jared Miller | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Reseller
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.
Score 9 out of 10
Vetted Review
Verified User
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 09, 2019

SmileBack Review

Score 9 out of 10
Vetted Review
Verified User
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.

Score 9 out of 10
Vetted Review
Verified 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 what needs to be addressed. I also like the simplicity of it for our clients. They can be more detailed if they prefer.
Sarah Bergeron | TrustRadius Reviewer
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.
Garland Alvey | TrustRadius Reviewer
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!

Ashley Wiedeman | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Reseller
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!
Daniel Nunns | TrustRadius Reviewer
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.
David Garwood | TrustRadius Reviewer
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.
Patrick Cutajar | TrustRadius Reviewer
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!
Matthew Greensmith | TrustRadius Reviewer
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.
Julee Carlson | TrustRadius Reviewer
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.
Gavin Stone | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
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.
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.
Score 10 out of 10
Vetted Review
Verified User
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.
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