SmileBack

Score10 out of 10

23 Reviews and Ratings

What is SmileBack?

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 feedback users receive, but also help to analyze and take meaningful action from it in order to improve customer retention and market to new opportunities.

Instant Feedback: Get reviews and critical client comments by triggering one-click surveys at the close of every ticket and schedule recurring surveys to better understand customer loyalty

Analysis + Reporting: Monitor customer sentiment with real-time dashboards in order to gather insights and create custom reports for clients

Take Action: Showcase responses by turning comments into client testimonials and set up workflows to instantly respond to issues

Categories & Use Cases

Consumer Ratings & Reviews

Media

Detailed reports to export for your clients. Show up for your customer meetings with a printed PDF with every piece of feedback they ever left for you and show you’ve been listening from day one. Be amazed at how your customer retention improves.

Out-of-the-box filters to slice and dice your data. Filter your reviews by customer, agent, review, type, ticket status and more and see which of your customers are thrilled and which need some attention. Spot and reward your support agents who are thriving and help out the ones who are struggling.

Easily keep a pulse on how happy your customers are with SmileBack dashboard.

One-click surveys to increase your response rate. More than 42% of people respond to this.

Use automation features to take immediate action on negative feedback.

Report on feedback with your staff and clients.

Filter your reviews by customer, agent, review, type, ticket status and more and see which of your customers are thrilled and which need some attention. Spot and reward your support agents who are thriving and help out the ones who are struggling.

Show the world how much your customers love you with the website widget, and impress prospects with your transparency.

Understand how your customers feel about your overall relationship by adopting our Net Promoter Score (NPS) survey functionality.

1 / 9

Eileen Wilson View profile

Owner in Professional Services at Pivotal Crew LLC (1-10 employees employees)

Use Cases and Deployment Scope

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

Return on Investment

Increase in customer feedback
Address service delivery issues right away
Showing customers we care

Usability

Alternatives Considered

ConnectWise PSA, ConnectWise CPQ and BrightGauge

Jared Miller View profile

NOC Manager in Product Management at Doberman Technologies, LLC (11-50 employees employees)

Pros

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

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.

Return on Investment

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.

Other Software Used

ConnectWise Manage, BrightGauge, Continuum Command, Arcserve UDP, Webroot Business Endpoint Protection, Webroot DNS Protection, Infosec IQ

Alice Klink View profile

Helpdesk Manager in Information Technology at Chestnut Consulting (11-50 employees employees)

Pros

Links with Connectwise Manage.
Simple to use for customers.
Easy to read results.

Cons

So far we haven't had any problems.

Return on Investment

We can view how we are doing through the customer's eyes.
We can see if we are improving our customer service or if it is something that needs to be worked on.
We have a metric that we like to keep to, and SmileBack helps us track that.

Other Software Used

ConnectWise Manage, ConnectWise Sell (formerly Quosal), Microsoft Office 365

James Oberhaus

Senior Partner in Corporate at CPI Solutions (51-200 employees employees)

Pros

It's simple.
It works.
Good reporting.

Cons

None that I can think of now.

Return on Investment

Great value to share with customers.

Alternatives Considered

ConnectWise Manage

Sarah Bergeron View profile

VP of Delivery in Professional Services at Orchestra Software (11-50 employees employees)

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!

Return on Investment

SmileBack has given us 4-5x Customer Feedback scores, and the ability to reach out and address issues right away with customers. As more data flows in, our plan is to review customer feedback directly with our customers, letting them know their voices and feedback is being heard. While I don't have tangible numbers today, the hope is for SmileBack to directly impact customer retention and in turn loyalty.

Other Software Used

Zendesk, Teamwork Projects, Amity

Customer Thermometer

Simplesat

SmileBack