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SmileBack
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SmileBack
By ConnectWise
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4.8 out of 5 stars
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SmileBack Reviews & Product Details - Page 3

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SmileBack Overview

Editedit
What is SmileBack?

SmileBack enables helpdesks and IT support professionals to gather abundant, actionable feedback. With a 42% average survey reply rate, businesses get powerful insights that attract and retain customers. Founded by helpdesk professionals for helpdesk professionals, SmileBack are the feedback specialists.

SmileBack Details
Discussions
SmileBack Community
Languages Supported
Danish, English, Finnish, French, Japanese, Norwegian, Portuguese, Russian, Spanish, Swedish
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Product Description

SmileBack is the only customer feedback platform that makes it so easy for MSPs and IT Solution Providers to capture genuine and actionable insights that improve customer retention and increase their revenue.

Seller Details
Seller
ConnectWise
Year Founded
1982
HQ Location
Tampa, FL
Twitter
@ConnectWise
15,126 Twitter followers
LinkedIn® Page
www.linkedin.com
3,049 employees on LinkedIn®
Phone
800-671-6898
Description

Born out of a single software solution designed to help MSPs gain control of their help desk and billing, ConnectWise has grown into a robust platform of software built for technology solutions providers (TSPs) to run their entire as-a-service business. With products aiding in business management, remote monitoring and management, remote control and access, quote and proposal automation, and cybersecurity risk assessments, integrations with hundreds of key vendors, plus the largest and most engaged community in the industry, ConnectWise has built a platform for The IT Nation. Our company is powered by our connections, our colleagues and our community. And, we accept all kinds. Game-changers,innovators, culture-lovers - and the humankind. We invite discovery and debate. We recognize key moments as milestones. We see you and value you for your unique contributions. Our inclusive, positive culture lays the foundation to ensure every colleague is valued for their perspectives and skills, giving you the choice of how YOU make a difference.

AW
Overview Provided by:
Andrew Wallace

Recent SmileBack Reviews

Cassie K.
CK
Cassie K.Small-Business (50 or fewer emp.)
5.0 out of 5
"So easy to setup!"
I like how easy it is to setup. I have helped a lot of partners implement SmileBack, and it doesn't take much time at all. I also like the automati...
Read more
EW
Eileen W.Small-Business (50 or fewer emp.)
5.0 out of 5
"Great Tool For Customer Feedback"
Ease of setup and the ability to get real time feedback from clients.
Read more
Verified User
U
Verified UserSmall-Business (50 or fewer emp.)
4.5 out of 5
"Simple fantastic Customer Satisfaction tool"
The ease of use (both for the customers and for our end). The customers receive an email after each ticket is closed and simply click a face and a...
Read more

SmileBack Pricing

16-20
$219.00
0 NA MONTH
21-39
$259.00
0 NA MONTH
44150
$179.00
0 NA MONTH
43993
$139.00
0 NA MONTH
See all 5 SmileBack pricing levels
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SmileBack Media

SmileBack Demo - One-click surveys to increase your response rate
It’s just one click! That’s why response rates are so high—a whopping 42% on average. And you’ll get tons of comments too through the text prompt that comes up next, since the user is now invested in the process.
SmileBack Demo - 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.
SmileBack Demo - Built-in automation to reduce your workload
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.
SmileBack Demo - 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.
SmileBack Demo - A widget to show off your Net CSAT Score on your own website
Show the world how much your customers love you with the website widget, and impress prospects with your transparency. Drive sales by promoting how trustworthy you are, whether that’s sharing reviews online, or showcasing feedback in your marketing.
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34 SmileBack Reviews

4.8 out of 5
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34 SmileBack Reviews
4.8 out of 5
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4.8 out of 5
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SmileBack Pros and Cons

How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Cons

Overall Review Sentiment for SmileBackQuestion

Time to Implement
<1 day
>12 months
Return on Investment
<6 months
48+ months
Ease of Setup
0 (Difficult)
10 (Easy)
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EO
Small-Business(50 or fewer emp.)
More Options
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best about SmileBack?

Quick, easy surveys have tremendously increased our response rate from other platforms that we have used in the past. We are averaging an almost 60% response rate! Review collected by and hosted on G2.com.

What do you dislike about SmileBack?

Not a thing! We have had nothing but positive things to say about this product. Review collected by and hosted on G2.com.

What problems is SmileBack solving and how is that benefiting you?

We have used this as a motivator for our team. The technician with the highest number of responses are rewarded monthly......driving competition within the team. Review collected by and hosted on G2.com.

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Daniel N.
DN
Principal Consultant
Small-Business(50 or fewer emp.)
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Validated Reviewer
Verified Current User
Review source: Organic
What do you like best about SmileBack?

This product is very Simple to Implement Review collected by and hosted on G2.com.

What do you dislike about SmileBack?

Rather than a dislike, I would like to see slightly more controls around how many reviews go out to a single client. Given the way my company uses connect wise it would be beneficial to stop this for specific category of tickets. Review collected by and hosted on G2.com.

What problems is SmileBack solving and how is that benefiting you?

We have been able to Identify which customers require a little more love. this has been great for customer relations Review collected by and hosted on G2.com.

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GO
Small-Business(50 or fewer emp.)
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Validated Reviewer
Verified Current User
Review source: Organic
What do you like best about SmileBack?

The real-time reporting, integration with our PSA and the benchmarking information provided. Review collected by and hosted on G2.com.

What do you dislike about SmileBack?

We would like to be able to do a bit more to brand the buttons in our brand colours. Review collected by and hosted on G2.com.

Recommendations to others considering SmileBack:

Get it in quickly. Review collected by and hosted on G2.com.

What problems is SmileBack solving and how is that benefiting you?

It has increased the amount of customer feedback by 1000%. It is easy for a customer to say if they were happy or not with the service provided. Poor feedback can be actioned immediately. Review collected by and hosted on G2.com.

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BM
Mid-Market(51-1000 emp.)
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Validated Reviewer
Verified Current User
Review source: Organic
What do you like best about SmileBack?

The simplicity of the system is a key factor for us and the fact that is is easily linked into both our PSA and BI Software. Review collected by and hosted on G2.com.

What do you dislike about SmileBack?

It can be a little clunky amending reports. Review collected by and hosted on G2.com.

What problems is SmileBack solving and how is that benefiting you?

Our responses on CSAT surveys have increased 10 fold since implementing Smileback, this allows us to be closer to our clients and understand the experience that they have when interacting with us. Review collected by and hosted on G2.com.

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Garland A.
GA
Wireless Design Technician
Information Technology and Services
Small-Business(50 or fewer emp.)
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Validated Reviewer
Verified Current User
Review source: Organic
What do you like best about SmileBack?

How intuitive the dashboard is designed. Very easy to get integrate and get results quickly. Review collected by and hosted on G2.com.

What do you dislike about SmileBack?

I would like to be able to have quick and easy solutions for getting increased response rates. Review collected by and hosted on G2.com.

What problems is SmileBack solving and how is that benefiting you?

We are working on building strong relationships with clients and we need actionable data on their perception of quality with regards to technical support staff interactions. Review collected by and hosted on G2.com.

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Verified User in Information Technology and Services
AI
Mid-Market(51-1000 emp.)
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Validated Reviewer
Verified Current User
Review source: Organic
What do you like best about SmileBack?

I like how it integrates into ConnectWise Manage and alerts us with each new review. Review collected by and hosted on G2.com.

What do you dislike about SmileBack?

Some of the filters remain the same when revisiting the site and some have to be changed. Having to update the date range every time and the agents is one example. Review collected by and hosted on G2.com.

Recommendations to others considering SmileBack:

See about getting a demo and give it a try. Review collected by and hosted on G2.com.

What problems is SmileBack solving and how is that benefiting you?

We are improving customer satisfaction by taking action on their reviews. We improve our employees through coaching on customer responses and we strengthen our relationships with our customers by listening to what makes them happy and what doesn't. Review collected by and hosted on G2.com.

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JH
Small-Business(50 or fewer emp.)
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Validated Reviewer
Review source: Organic
Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best about SmileBack?

SmileBack is incredibly fast and easy to implement and solicits client feedback in a non-intrusive way. Surveys are no good if client's don't fill them out and SmileBack has solved that problem for me! We have also been able to ask permission to use positive comments form our clients on our web site using SmileBack. Having real world feedback on our service up on our site has been very valuable! Review collected by and hosted on G2.com.

What do you dislike about SmileBack?

We have found nothing so far that is negative. Review collected by and hosted on G2.com.

What problems is SmileBack solving and how is that benefiting you?

Obtaining real feedback from our clients without causing an inconvenience to them. Review collected by and hosted on G2.com.

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Joshua G.
JG
Operations Director
Information Technology and Services
Mid-Market(51-1000 emp.)
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Validated Reviewer
Verified Current User
Review source: Organic
What do you like best about SmileBack?

The response rates are excellent. We get responses on over half of our tickets. Review collected by and hosted on G2.com.

What do you dislike about SmileBack?

A little more customisation on the dashboard would be great Review collected by and hosted on G2.com.

What problems is SmileBack solving and how is that benefiting you?

We get a realtime pulse on customer sentiment and can jump straight onto problems with unhappy clients. Review collected by and hosted on G2.com.

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RE
Small-Business(50 or fewer emp.)
More Options
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best about SmileBack?

Instant feedback, without the need for manual chasing down of clients. Review collected by and hosted on G2.com.

What do you dislike about SmileBack?

Easy to ignore, feel like we're doing the minimum to elicit feedback. Review collected by and hosted on G2.com.

What problems is SmileBack solving and how is that benefiting you?

CSAT engagement. This seems obvious? Review collected by and hosted on G2.com.

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DL
Mid-Market(51-1000 emp.)
More Options
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best about SmileBack?

Its ease of use and the customer support Review collected by and hosted on G2.com.

What do you dislike about SmileBack?

Nothing. Frequent changes keeps it interesting! Review collected by and hosted on G2.com.

What problems is SmileBack solving and how is that benefiting you?

CSAT is easily monitored and we can act open both happy and problematic clients! Review collected by and hosted on G2.com.

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