TrustRadius Insights for SmileBack are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.
Business Problems Solved
SmileBack has established itself as a reliable and widely-used CSAT tool, with users relying on it to gather customer feedback for every client interaction. This real-time feedback not only provides an indication of performance but also highlights areas that need attention, enabling companies to improve their service delivery and customer care. The seamless integration of SmileBack with ticketing systems like ConnectWise Manage simplifies the feedback process for clients, offering a user-friendly interface and the option to provide additional details if desired.
One of the standout features of SmileBack is its integration with BrightGauge, which enhances visibility into customer feedback and satisfaction metrics for the entire company. This integration allows organizations to closely monitor and analyze satisfaction levels, while keeping records of feedback, follow-up work, and conversations within their ticketing systems. The simplicity of SmileBack's smiley face rating system encourages clients to provide feedback and enables prompt follow-up on any concerns raised. As a result, support teams can quickly assess their performance, address issues, and ultimately strengthen customer relationships based on real-time feedback from clients. Furthermore, SmileBack's reports and insights prove invaluable during customer business reviews, providing crucial information that drives continuous improvement in organizations.
Companies utilizing SmileBack have experienced significant increases in feedback rates compared to previous methods. For instance, one user reported a jump from less than 1% to around 20% feedback rate after implementing SmileBack. This substantial increase in engagement allows businesses to gauge customer satisfaction accurately, measure CSAT scores across the entire company, and identify areas for improvement in various service departments. By leveraging SmileBack's data insights, organizations can also coach employees based on customer responses and proactively address customer needs to strengthen overall service quality.
Overall, SmileBack has become an essential tool for measuring key performance indicators - KPIs - and customer satisfaction outside of traditional business relationship management. Its wide range of applications includes gathering customer ratings for service tickets, tracking CSAT scores, monitoring trends, and following up on neutral or negative responses. By utilizing SmileBack, companies can improve their service delivery, enhance employee performance, and build stronger customer relationships based on real-time feedback and insights.
We help clients deploy SmileBack in ConnectWise PSA to collect CSAT data on every ticket that is closed.
Pros
Integrates with PSA
Easy to use
Easy to use for customers
Likelihood to Recommend
If you would like to collect CSAT data (for various reasons, i.e. know what the customers are saying, reward great service delivery etc..) SmileBack is easy to use, it stands out in the email for your end users and it's simple for them to engage with it.
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.
Pros
Gather CSAT.
Ease of use.
Cons
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.
Likelihood to Recommend
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.
VU
Verified User
Director in Information Technology (11-50 employees)
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.
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
Cons
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.
Likelihood to Recommend
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.
It is used to get customer feedback on support tickets. Before SmileBack, we were using email replies for follow up with less than 10% feedback. With SmileBack, we are gett more than 30% feedback. It is much easier for customers to reply and leave a quick comment on service.
Pros
Simple choices.
Easy to use.
It allows for quick feedback.
Reports and quick view of comments are great.
Cons
None at this time.
Likelihood to Recommend
SmileBack offered for all customers upon closing of a ticket.
VU
Verified User
Consultant in Information Technology (51-200 employees)
We use SmileBack to get feedback on our technicians directly from the users that they support. This allows us to stay current on the overall feeling of our services at each of our clients. It also has presented us with new opportunities to measure our technician's success and to reward them when they exceed our benchmarks.
Pros
Ease of use for end-users to provide feedback.
Ease of use for reporting.
Great dashboard for internal users.
Cons
An internal rewards system for techs to rate each other.
Mobile app.
Likelihood to Recommend
Great for providing feedback on a ticket by ticket basis directly from our end users. We use it internally on overhead displays to let the techs see where they are compared to all of our other technicians. The area it is lacking is getting direct feedback from client executives or decision-makers.
VU
Verified User
Director in Information Technology (11-50 employees)
We have been using this CSAT tool for nearly 3 years. We went from having .1% feedback to nearly 20% feedback. The reports and insight it provides are invaluable during customer business reviews.
Pros
It's simple.
It works.
Good reporting.
Cons
None that I can think of now.
Likelihood to Recommend
I have recommended this product on several occasions. It's quite useful in many applications.
We use SmileBack to gauge customer satisfaction on a service ticket basis and it is part of our weekly/monthly/quarterly scorecard metrics and we monitor trends and follow up on responses that are neutral or negative. It provides us with an easy analysis of our day to day service and customer happiness.
Pros
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.
Cons
One thing we'd love to see SmileBack add to their list of date filtering is a rolling 12 months option.
Likelihood to Recommend
SmileBack is especially useful for service providers of many fields (it works well for our field of IT support). Scenarios, where it would be less appropriate, would be for getting a feel for a specific member of the client's staff (i.e. C-Level staff -- if they don't fill the surveys out or request support, SmileBack would not show us how they feel towards us as a company).
VU
Verified User
Project Manager in Professional Services (11-50 employees)
Our company sends out surveys through SmileBack with every ticket that is closed through ConnectWise Manage. I like how it is a real time indication of how we are doing and what needs to be addressed. I also like the simplicity of it for our clients. They can be more detailed if they prefer.
Pros
Links with Connectwise Manage.
Simple to use for customers.
Easy to read results.
Cons
So far we haven't had any problems.
Likelihood to Recommend
It is well suited for our clients at schools. It is easy to use and only takes a minute to select the proper response. It is well suited for our other clients as well since it is so simple. We appreciate the feedback and strive to see only smiling faces.
<div>SmileBack is used throughout our entire company.</div><div>
</div><div>We are allowing our customers to easily rate their experience, and before SmileBack it was a laborious task and we got very few responses. With SmileBack our response rate is up 43%!
</div>
Pros
How easy it is for customers to give feedback, it is really amazing!
Easy to understand.
Very easy to set up.
Clean emails that get sent out.
Easy to make back-end changes.
Cons
I would love to be able to tweak the widget design more easily.
At Orchestra Software, we utilize SmileBack to gather customer satisfaction data once we've resolved a support ticket via Zendesk. Currently, our Customer Support department is the only team to be using SmileBack, and thus far we've been loving it! SmileBack has allowed us to gather feedback more quickly, simply and with less interruption to our busy customers.
Pros
SmileBack is fun! Who doesn't love to click a smiley face as a way to describe their experience? It brings more emotion into the mix, which in turn has garnered better and more robust customer responses.
SmileBack is simple! Step 1: Click a face (smiley | neutral | sad) Step 2: Write a brief description of experience (optional) Step 3: Submit!
SmileBack provides instant feedback! As a leader, it's important for me to be on top of the pulse of our business and customers. SmileBack sends me notifications when a customer leaves our team a note. I can immediately address concerns if I need to, and more importantly can pass on kudos right away! Talk about a mood booster!
Cons
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!
Likelihood to Recommend
SmileBack is well suited to gather customer feedback at the end of a process or project. Whether it's the final step before closing out a project, at the end of various stages or once a ticket is solved, it allows internal teams to find out what they did well, if a customer felt neutral about the service provided, or if there is room for improvement. In any data-driven company, SmileBack is a key tool to leverage for reporting and department KPIs.
