October 10, 2018
Score 10 out of 10
Overall Satisfaction with SmileBack
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!
- We send our clients executive summaries monthly - being able to show not just their KPIs but also the health of surveys to the main contact the reason they hired us and the CSAT scores/comments, it is nearly instant ROI each and every single month. Well worth it.