Does what it says on the tin
Matthew Greensmith | TrustRadius Reviewer
October 04, 2018

Does what it says on the tin

Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with SmileBack

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.
  • Review collection: Most of our clients, once aware of the system submit a fair number of responses to the surveys sent out
  • Analytics: We can clearly see using the inbuilt tools trends of clients that are unhappy / happy
  • Only issue would be the view of who actually worked on a ticket, but this is more an issue of internal process that something that the smileback app would necessarily solve.
  • 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.
MSPs like ourselves would benefit from the insight provided. Implementation was fairly straightforward.