SmileBack Reviews

20 Ratings
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Score 8.8 out of 101

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TrustRadius Top Rated for 2019

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Reviews (1-19 of 19)

Alice Klink profile photo
October 07, 2019

Simple and effective.

Score 9 out of 10
Vetted Review
Verified User
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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.
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James Oberhaus profile photo
October 12, 2019

Great Product

Score 10 out of 10
Vetted Review
Verified User
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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.
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October 12, 2019

SmileBack Review

Score 10 out of 10
Vetted Review
Verified User
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Use Cases and Deployment Scope

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.
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October 09, 2019

SmileBack Review

Score 9 out of 10
Vetted Review
Verified User
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Use Cases and Deployment Scope

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.
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No photo available
Score 9 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

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.
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Sarah Bergeron profile photo
Score 10 out of 10
Vetted Review
Verified User
Review Source

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.
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Garland Alvey profile photo
Score 10 out of 10
Vetted Review
Verified User
Review Source

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.
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Ashley Wiedeman profile photo
October 10, 2018

Gamechanger Solution!

Score 10 out of 10
Vetted Review
Reseller
Review Source

Use Cases and Deployment Scope

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!
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Daniel Nunns profile photo
Score 9 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

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.
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David Garwood profile photo
Score 9 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

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.
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Patrick Cutajar profile photo
Score 10 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

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!
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Matthew Greensmith profile photo
Score 8 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

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.
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Julee Carlson profile photo
Score 10 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

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.
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Gavin Stone profile photo
Score 9 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

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.
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Jennifer Gisler profile photo
Score 10 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

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%!
Read Jennifer Gisler's full review
No photo available
Score 10 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

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.
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No photo available
Score 10 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

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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About SmileBack

SmileBack helps its users easily gather feedback after every single support interaction through their help desks. The product also helps companies track trends, respond to customers based on all kinds of triggers, and create deep, meaningful reports.

It’s hard to get people to rate their customer service interactions; response rates are usually a dismal 5% or so. SmileBack removed all the pains to provide feedback, with a very clear one-click on a smiley face, which then prompts the user for a short comment. On average, the vendor says its customers get a 39.6% response rate.

This means support staff knows where they stand and tend to get more motivated than before thanks to a steady stream of positive feedback.

The vendor aims to offer ridiculously simple product design and a stable platform that just doesn’t break. The company has 650 customers.

SmileBack Features

SmileBack Screenshots

SmileBack Integrations

SmileBack Competitors

Customer thermometer, Simplesat, Crewhu

Pricing

Has featureFree Trial Available?Yes
Does not have featureFree or Freemium Version Available?No
Does not have featurePremium Consulting/Integration Services Available?No
Entry-level set up fee?No

SmileBack Support Options

 Free VersionPaid Version
Phone
Live Chat
Email
FAQ/Knowledgebase
Video Tutorials / Webinar

SmileBack Technical Details

Deployment Types:SaaS
Operating Systems: Unspecified
Mobile Application:Mobile Web
Supported Languages: English, German, Hindi, French, Spanish, Chinese, Dutch, Swedish, Arabic, Hebrew, Russian, Portugese, Japanese