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Started great but progress has slowed and has fell behind its competitors.
September 22, 2020

Started great but progress has slowed and has fell behind its competitors.

Anonymous | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User

Overall Satisfaction with SmileBack

We use SmileBack to measure our client satisfaction for all service tickets that are closed. We also use it to measure our CSAT against our peers in HTG as well.
  • Gather CSAT.
  • Ease of use.
  • The filtering on some of the reporting could use improvement (Main filtering isn't available in reporting section).
  • No way to measure project CSAT.
  • Pricing is no longer competitive compared to alternatives.
  • It allows us to monitor our customer CSAT.
At the time, SmileBack was only option available. There are other alternatives now that we are considering.
Support has been quick when needed. I have not had any issues with support.
Its a simple product to use but could use enhancements in the reporting sections by adding the same filters that are available on other screens.

Do you think SmileBack delivers good value for the price?

No

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?

No

Overall product works well but is no longer price competitive compared to others. It also is not as feature rich as its competitors any more. It was one of the first to market which was great but has not done much improvements since. Would love to see ability to measure project CSAT and other integrations.