Great Gateway to CSAT Insight
Jared Miller | TrustRadius Reviewer
July 03, 2020

Great Gateway to CSAT Insight

Score 8 out of 10
Vetted Review
Review Source

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.
  • 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.
Fantastic support--very honest and direct assistance anytime you need it. My only critique would be for them to "eat more of their own dog food." While I'm sure they've reached out in the past, I can't say that I specifically recall many times that they went out of their way to seek my input as their customer. That said, we rarely needed to contact them as the product works great on its own!

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

This largely depends on the person asking. What their market and toolset are. If you are a Managed Service Provider/IT Consultant firm that utilizes ConnectWise Manage and you are small or large I think this tool makes a lot of sense. For small folks, because they likely have the margin and need the ease of integration it provides as well as the insights, and large again because you've likely got the cash as well as other toolsets/process and procedure to make up for the lacking features.

This makes less sense for 'tiny' (<3 person companies) and medium-sized businesses. Where the function-to-dollar ratio needs to be as close to perfect at all times. It simply isn't robust enough for those needing more help in other customer-service related areas that competitors have additional tools for at the same cost level. Or just outright too expensive for people just starting out.

Evaluating SmileBack and Competitors