Great Gateway to CSAT Insight
Overall Satisfaction with SmileBack
We used SmileBack as our sole CSAT tool for many years. As a managed service provider feedback from our clients is very important so we would send a request for feedback through this tool for every interaction with each of our clients every time!
With this tool, we were able to get a feeling for both the general mood of our client-base as a whole as well as individually. This improves our approach both to the service delivery as well as the attention to care based on our clients' feedback. It immeasurably improves our relationship with our clients.
With this tool, we were able to get a feeling for both the general mood of our client-base as a whole as well as individually. This improves our approach both to the service delivery as well as the attention to care based on our clients' feedback. It immeasurably improves our relationship with our clients.
- PSA/CMS integration, specifically ConnectWise Manage
- SmileBack works very well as a standalone tool as well, very clean aesthetics with the ability to cut up data in many ways.
- Simple interface and guidance on utilizing the tool help newcomers
- Features in general are lacking compared to its competitors.
- Price feels off to me as a result. Despite lacking some of the features/customizations of others they are among the priciest overall.
- As a whole, CSAT is a must. And having a tool for this has returned dividends.
- We grew to a point where the investment stopped making sense, where other products were offering the same price, but with additional features.
- Having a CSAT tool like SmileBack improves our clients' opinions with us overall in sharing their results with them. This creates a more open and honest line of communication to improve both parties.
Very odd that none of the tools we evaluated are on this list, including some much larger companies. Below are the tools we reviewed with some notes. Ultimately, we recently changed from SmileBack to CustomerThermometer as described below.
Crewhu -- They are arguably the biggest name in this space (at least in our industry) and offer a very fully featured platform for customer interaction as well as internal employee interaction.
Bizratings -- Also a pretty large name. We did not get to a trial with them.
Simplesat -- Very similar to SmileBack in its elegance and simplicity.
CustomerThermometer -- This is the vendor we ultimately chose to go to after being with SmileBack for several years. The monthly cost difference for our particular use case made too much sense. While not the most feature-complete tool, there are more options overall in addition to being much cheaper.
Crewhu -- They are arguably the biggest name in this space (at least in our industry) and offer a very fully featured platform for customer interaction as well as internal employee interaction.
Bizratings -- Also a pretty large name. We did not get to a trial with them.
Simplesat -- Very similar to SmileBack in its elegance and simplicity.
CustomerThermometer -- This is the vendor we ultimately chose to go to after being with SmileBack for several years. The monthly cost difference for our particular use case made too much sense. While not the most feature-complete tool, there are more options overall in addition to being much cheaper.
Do you think SmileBack delivers good value for the price?
Not sure
Are you happy with SmileBack's feature set?
No
Did SmileBack live up to sales and marketing promises?
Yes
Did implementation of SmileBack go as expected?
Yes
Would you buy SmileBack again?
Yes