SmileBack Pros and Cons

The simplicity of the actions needed by customers makes this a winner. We went from 7-8 percent return to over 40 percent return just by switching to Smileback. Their support is quick to respond if and when you need them. Overall this product is very well thought out and works great for gathering feedback from customers. Review collected by and hosted on G2.com.

The reporting function for technicians is lacking and needs to be improved upon. There seems to be a misunderstanding of what is important to report on. Review collected by and hosted on G2.com.

Smileback has simplified our CSAT experience for both internal and external users. We love seeing instant feedback and being able to review together as a team has helped us understand what we can do better. Bonus you ask? Getting to send kudos to the team on a daily basis when reviews come in. Love it! Review collected by and hosted on G2.com.

That we can't immediately integrate Smileback with our other platforms for a consistent user feedback experience across our departments. We're ready for it! Review collected by and hosted on G2.com.

Simple response questions which users are more likely to respond, it's easier to choose Happy, Neutral, or Negative over rating on a numerical scale Review collected by and hosted on G2.com.

So far haven't really found any dislikes with the product Review collected by and hosted on G2.com.

Clean emails that get sent out.

Easy to understand.

Very easy to setup.

Easy to make back-end changes.

How easy it is for customer to give feedback, it is really amazing! Review collected by and hosted on G2.com.

I would love to be able to tweak the widget design more easily.

Real-time widget reporting. Review collected by and hosted on G2.com.

How easy it is for our clients to use...

Instant change in Feedback

Easy to integrate into our ticketing system

Integrates into our reporting/dashboard tool, BrightGauge Review collected by and hosted on G2.com.

Not really a dislike, but reporting could be better. They keep tweaking so I assume this will continue to get better. Review collected by and hosted on G2.com.

It's nice and easy to use, both from our and customers' perspective. We've only been using it for two months, and have seen response rate from single digit with our previous tool to 23% in the first month and now sitting around 39%. Review collected by and hosted on G2.com.

Notes added by us to the reviews are not synchronised to our PSA - ConnectWise. This is a major oversight. Review collected by and hosted on G2.com.

Simple solutions are often the best. This one meets that criteria on both ends. User and customer. Review collected by and hosted on G2.com.

SmileBack needs to expand it's market. We have multiple divisions in different industries and both the ConnectWise and SmileBack products could double, quadruple, or even more their market share by making just a few additions to their software design to accommodate more than just the MSP/IT space. Review collected by and hosted on G2.com.

Hard to choose - TWO things: 1.) I like that this solution is set it and forget it. It just works. 2.) It integrates with our other software, ConnectWise Manage and Brightgauge. Win-win! Review collected by and hosted on G2.com.

Honestly, have not found a single thing! Review collected by and hosted on G2.com.

It's so easy to use! Not just by our clients, but also from the admin side. When a ticket is closed the person who raised the support issue gets an email = 3 faces and ability to comment, we have increased our customer satisfaction response rate 1000% since using this product. We use the comments on our social media. And take reports to our main contacts on account reviews. All helps with the building of a strong relationship. Review collected by and hosted on G2.com.

I can't say there is anything I don't dislike about this product. Review collected by and hosted on G2.com.

The simplicity of the feedback mechanism increases the chance of our Clients leaving it, which gives us more chance to improve the service we provide. Review collected by and hosted on G2.com.

Not a big fan of the most recent interface redesign Review collected by and hosted on G2.com.