SmileBack Pros and Cons

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 automations to create a ticket when a negative survey is received. We also set up the integration to Teams so we get notified immediately when someone leaves a review with a comment. Also the integration into our website so potential clients can read our positive survey results! Review collected by and hosted on G2.com.

I wish there was a way to send a survey on a closed project. The workaround was to configure a survey for a project ticket, but we ended up having to create a custom status "Closed/Send Survey" and had to remember to use that on just one project ticket in the work plan. Review collected by and hosted on G2.com.

Ease of setup and the ability to get real time feedback from clients. Review collected by and hosted on G2.com.

Not much, maybe more reporting options if I have to say anything. Review collected by and hosted on G2.com.

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 add feedback if desired. Review collected by and hosted on G2.com.

There aren't any downsides that I can think of - we have hit a few bumps since we first deployed it (email protection features submitting surveys etc.) but they have corrected these issues with us. Their support is excellent. Review collected by and hosted on G2.com.

Bit-Wizards has been using the SmileBack service for a short while. At the time of this review, we have been utilizing the tools for about two months. Our Managed IT Services (MITS) line of business uses AutoTask for ticketing, projects, and billing, and originally we wanted to use the AutoTask thermometer tool as a CSAT tool. It made sense at the time because we were already paying for it, so why not? We learned very quickly that this tool does not work the way I specifically wanted it to work. What I needed was CSAT tool that would show the rating icons in an email when a domain has not been added as a safe sender, I needed the ability to update a review if it was filled out in error, and I needed the ability to pull metrics and seamlessly build reports. AutoTask has not been able to accomplish any of those things. However, SmileBack has. I discovered SmileBack and pushed for a demo and I am happy I did. I am not utilizing everything there is to offer, but I am getting there. I plan to integrate SmileBack with our BrightGauge and I am very satisfied with how easy the tool is to use and the user-friendly management portal. Customer service has been exceptional (Rory was my "sales rep") and I love that SmileBack is continuously pushing out new features and training opportunities. My job revolves around operations and client satisfaction and SmileBack is making my job (which is super stressful, thankyouverymuch) easier. Seriously, I'm a tough critic. I am very happy. Keep up the great work! Review collected by and hosted on G2.com.

Would love to see more reporting options. Review collected by and hosted on G2.com.

The ease of use for our clients and the dashboard view for management. Smileback customer support is excellent and the sales process was simple and non-pushy. Review collected by and hosted on G2.com.

When viewing the reviews the dates selected has to be chosen each time. Review collected by and hosted on G2.com.

The setup is easy and took very little time. Review collected by and hosted on G2.com.

Nothing, they have a NPS tool coming out that we are excited about. Review collected by and hosted on G2.com.

Timely feedback for customer facing tickets Review collected by and hosted on G2.com.

There are no downsides to using smileback. hopefully this is 40 characters. Review collected by and hosted on G2.com.

I appreciate that you can access real time feedback that is both useful and shareable. We import that feedback on our website for social proof, so that our customers can have insight into the quality of work we do and the quality of people that we have on staff. We've always love the reporting that we get from SmileBack, but the new reporting system is top notch and hits it out of the park! Love the clear data that you are able to utilize from SmileBack. Review collected by and hosted on G2.com.

There is not much we dislike, it is an awesome platform! Review collected by and hosted on G2.com.

Its very easy to use and adjust where necessary. Support team is awesome Review collected by and hosted on G2.com.

i have not found anything to dislike about SmileBack Review collected by and hosted on G2.com.

The statistics and insight provided by issuing the customer surveys.

We send ours out with the 3 smiley faces and we've had a generally positive response with some clients responding to every request. Review collected by and hosted on G2.com.

Only issue would be the view of who actually worked on a ticket, but this is more an issue of internal process that something that the smileback app would necessarily solve. Review collected by and hosted on G2.com.