Gamechanger Solution!
Ashley Wiedeman | TrustRadius Reviewer
October 10, 2018

Gamechanger Solution!

Score 10 out of 10
Vetted Review
Review Source

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!
  • Integration into other business software
  • Ease of use
  • Quick setup
  • Set it and forget it
  • Lightening fast support!
  • I would really like to be able to expand to 5 options. I've had some clients I resell this to and they requested it. Would be nice as an option.
  • 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.
Manage has its own built-in surveys, but not customizable at all. Once we came across SmileBack, we didn't search for anything else. We just knew the tool was for us!
SmileBack is suited for any situation where you are wanting to gauge your client base and ask for feedback unbiased! Any customer service-oriented business could use a tool like this!