PowerReviews helps companies gather ratings and reviews from customers, build Q&A content, syndicate reviews across retailers and search engines, and measure results from these endeavors. The company also offers managed services to help businesses improve customer engagement. The company was founded in 2005 and is based in Chicago.
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SmileBack
Score 10.0 out of 10
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SmileBack is a customer feedback system designed for MSPs and helpdesks and focused exclusively on customer satisfaction, from ConnectWise. Their CSAT, NPS and reporting toolsare designed to empower users to drive businesses by making feedback abundant and actionable. With knowledge that customer satisfaction is the #1-indicator of success for MSPs and helpdesks, SmileBack boasts expertise in the space. They state their products will not only dramatically increase the amount of…
PowerReviews is a great tool for outside customers to leave reviews, however, it is not very friendly for the team that is taking the information, analyzing it, and trying to learn from it. Their website can be much improved for ease of use, additionally, it may just be my server, but it takes a lot of time for information to load, even if the review volume is 0. Just all the baggage that comes with the page loading makes it slow
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.
Their flexibility with moderation options works well for our business. We can moderate immediately, or have PowerReviews handle the first round of moderation.
The back end reporting allows us to export and distribute review content on an automated schedule, helping our product managers get first hand feedback.
Easy for customers to leave reviews, with some customization by product type built in and configurable for our products.
Also relatively easy to drop visitors in to a review form for the exact product they've purchased.
Good value compared to the other major player in the consumer review space.
Charts and graphs that make it easy for us to share our results internally and also externally when meeting with clients and potential clients.
SmileBack provides a fun set of metrics that our techs can be proud of -- by measuring customer satisfaction and seeing these surveys (especially those with comments) - it really provides them with satisfaction of a job well done!
SmileBack makes it easy to search and filter by the client or by tech (agent) or date range.
Honestly, I can't find any room for improvement with SmileBack at this time. For what it is designed to do, it is simple, fast and convenient. Just what we were looking for so our customers can drop us a note and get back to making great beer!
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!
PowerReviews provided the best balance of price and value. bazaarvoice is popular in the industry but when we compared pricing and features we did not see any compelling reason to spend more. PowerReviews also had the easiest team to work with in the sales process, and that has continued into the engagement.
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.
Custom components and PowerReviews API can display positive customer feedback from an element.
In return for honest reviews and answers to customer questions, we provide genuine and authentic feedback and let customers strain new products.
Syndicated reviews help customers see how products work in real life, which increases trust in our website/business and the products and boosts conversions.
