A great, simple CSAT tool to encourage feedback
October 05, 2018
A great, simple CSAT tool to encourage feedback
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with SmileBack
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.
Pros
- The simplicity of the feedback mechanism increases the chance of our clients leaving it, which gives us more chance to improve the service we provide.
- The integration with ConnectWise links it all together so we can see the full record, the feedback, and any actions taken after it was recieved.
Cons
- Not a big fan of the most recent interface redesign
- 50% increase in CSAT responses with SmileBack compared to what we were doing previously
- Better awareness of what we are doing both well and badly
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