About SmileBack

SmileBack is a customer management software that helps businesses capture feedback to improve customer loyalty, engagement, retention rate and more. The platform works with various business platforms such as ConnectWise, Zendesk, Freshdesk and Autotask.

SmileBack allows organizations to receive push alerts for customer testimonials or negative reviews, send emails to marketing teams and re-open tickets to resolve customer queries. It offers a host of features including review management, website widget, white-glove onboarding, automatic notifications and more. Marketers can filter reviews by ticket status, agent or customer and cross-reference data to analyze the performance of agents and customer satisfaction rate.

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Supported Operating System(s):

Web browser (OS agnostic)

32 Reviews of SmileBack

Average User Ratings

Overall

4.94 / 5 stars

Ease-of-use

5.0

Value for money

4.5

Customer support

5.0

Functionality

4.5

Ratings Snapshot

5 stars

(30)

30

4 stars

(2)

2

3 stars

(0)

0

2 stars

(0)

0

1 stars

(0)

0

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 32 results

October 2018

User Profile Picture

Jared from Doberman Technologies, LLC

Verified Reviewer

Company Size: 11-50 employees

Industry: Information Technology and Services

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Functionality

5.0

October 2018

Simple Customer Satisfaction Metrics

Pros

Metrics galore! Cut up the data received from surveys in many ways. Very helpful to manage service providers with many clients, giving an idea of how your employees are doing. Delegate access to your managers and automation to alert the right users when negative feedback is received to handle accordingly.

Cons

Don't love being locked down to only 3 responses but in truth that keeps it simple and keeps me from going to wild with customization. The data is only useful if its easy to read and understand and Smileback keeps you in a box to ensure that happens.

October 2018

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Customer support

5.0

Functionality

5.0

October 2018

SmileBack is a great solution for measuring customer satisfaction.

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.

Pros

I like how it integrates into ConnectWise Manage and alerts us with each new review.

Cons

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.

October 2018

User Profile Picture

Gavin from Manhattan Tech Support

Verified Reviewer

Company Size: 11-50 employees

Industry: Information Technology and Services

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

4.0

Functionality

4.0

October 2018

Enjoying simple to use surveys

Pros

The ability to tie into our PSA and provide simple surveys to our clients

Cons

Haven't found any yet, so far it's been pretty easy to use

October 2018

User Profile Picture

Jennifer from Cadan Technologies

Verified Reviewer

Company Size: 11-50 employees

Industry: Information Technology and Services

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

October 2018

Great Design & Easy to Use!

We are allowing our customer 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%!

Pros

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!

Cons

I would love to be able to tweak the widget design more easily. Real-time widget reporting.

October 2018

User Profile Picture

Curtis from Nex-Tech

Verified Reviewer

Company Size: 201-500 employees

Industry: Telecommunications

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

October 2018

Great Tool to measure Customer Satisfaction

We have realized a 20-30 percent increase in responses on surveys after we switched to SmileBack!

Pros

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.

Cons

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.