Ratings Breakdown
User Reviews Overview
Feature Ratings
Ease-of-use
5.0 / 5
Value for Money
4.5 / 5
Customer Support
5.0 / 5
Functionality
4.5 / 5
Pros
"Easy to implement and works great with Brightgauge. Very pleased with this product."
"I like that this tool was fast and easy to implement, integrating directly into my ITSM tool. It has a great interface. The reporting and metrics dashboard are very good as well."
"The setup was very simple and quick. We love how easy it is for our clients to give us feedback on our service."
Cons
"no cons, it is a great product. There is nothing like it "
"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. "
"We would like to be able to do a bit more to brand the buttons in our brand colours."
SmileBack Reviews
Filter by:
October 2018

Jared from Doberman Technologies, LLC
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
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

Gavin from Manhattan Tech Support
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

Jennifer from Cadan Technologies
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

Curtis from Nex-Tech
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.
October 2018

Ashley from NTM National Technology Management
Company Size: 51-200 employees
Industry: Telecommunications
Time Used: More 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
Top of the line survey tool
We plugged smileback into our (ConnectWise) Manage service board and started getting some feedback and results nearly instantly. They integrate into brightgauge, so that was a no-brainer for us to be able to report on that with our other KPIs. Their team is super responsive to us, we hardly need to contact them because it just works!
Pros
I really like how easy it is to use! Plug and play - that's it!
Cons
Honestly? Nothing! It truly is a great tool!
October 2018

David from Riverbank IT Management
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
4.0
Customer support
5.0
Functionality
4.0
October 2018
A great, simple CSAT tool to encourage feedback
We have increased the level of feedback we receive immensely. By integrating with our ticketing system (ConnectWise) we are able to keep the record of the feedback with the ticket, along with any follow up work or conversations
Pros
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.
Cons
Not a big fan of the most recent interface redesign
October 2018

Susan from Truewater
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
4.0
Customer support
5.0
Functionality
5.0
October 2018
Constant, Realtime feedback from clients
As a business owner, I know right away when a client is unhappy. I can make certain that unhappy client is helped right away.
Pros
SmileBack integrates with our ticketing system. So every time we help a client with and IT problem, they get the opportunity to respond to the closing ticket email. Quick and easy!
Cons
I like more choices in reporting features.
October 2018

SHAUN from Certified CIO
Company Size: 2-10 employees
Industry: Computer & Network Security
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
We actually get feedback now that we have switched to SmileBack
Easy to setup and works great!
Pros
This is part of our weekly meeting. We review tickets and KPI's and Smileback. We had some built in features with ConnectWise and almost never got a review. We now pull in at least 10-15 reviews EACH day. Great Product. We have also added a Widget to our Website that includes the Average reviews over the last 90 days.
Cons
I wish we could pull the actual review comment data for testimonials for our website
October 2018

Linda from ProviDyn, Inc.
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
5.0
October 2018
I Love Smileback
We use it to project overall CSAT on a dashboard via Bright gauge. We use it for reporting as well
Pros
very easy to setup and use, minimal training needed to master what it has to offer
Cons
no cons, it is a great product. There is nothing like it
October 2019
James from CPI Solutions
Company Size: 51-200 employees
Industry: Computer & Network Security
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
October 2019
Great Product
Pros
We have been using this CSAT tool for nearly 3 years. We went from having .1% feedback to nearly 20% feedback. The reports and insight it provides are invaluable during customer business reviews.
Cons
None that I can think at this time.
Reasons for Switching to SmileBack
Low response rate
September 2019
Pamela from Navakai, Inc
Company Size: 11-50 employees
Industry: Information Technology and Services
Time Used: Less than 2 years
Review Source: Capterra
Ease-of-use
5.0
Functionality
5.0
September 2019
Simple to use for our company and our clients
The reviews our users provide via SmileBack is gathered in a dashboard that is simple to view online. We also gather the overall metrics in gauges through integration with BrightGauge. To address any negative or neutral reviews, we utilize integration with Connectwise, so that if non-positive feedback is received, our Service Manager is alerted for resolution and coaching opportunities.
Pros
SmileBack makes it incredibly easy for our clients to provide feedback on the service they have received. All that is required of them is to click an emoticon in an email, and then they can add a comment if they'd like. The information is gathered in a dashboard that is simple to view online and through integration with BrightGauge. We also utilize integration with Connectwise, so that if a negative or neutral review is received, our Service Manager is alerted for resolution and coaching opportunities.
Cons
I have not yet found anything about the software that I dislike. It is simple, easy to use, and provides the information our team needs to gauge how our support is being delivered and received.
October 2018
Gavin from INNOVATE
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
5.0
October 2018
Smileback is excellent for providing real-time customer sentiment
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.
Pros
The real-time reporting, integration with our PSA and the benchmarking information provided.
Cons
We would like to be able to do a bit more to brand the buttons in our brand colours.
October 2019
Eric from Simple Communications
Company Size: 2-10 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
5.0
October 2019
Great tool for feedback
Pros
The setup was very simple and quick. We love how easy it is for our clients to give us feedback on our service.
Cons
I wanted a NPS tool and they are developing one. I have no other complaints.
October 2019
Andrew from Cards Technology
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
5.0
October 2019
Simple and Intuitive
Pros
Easy to implement and works great with Brightgauge. Very pleased with this product.
Cons
Nothing. This is a pretty straightforward product.
October 2019
RICHARD from Xantrion
Company Size: 51-200 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
5.0
October 2019
Smileback is great
Pros
Timely responses to customer issues. This was problematic before.
Cons
There are no cons to using Smileback. None.
October 2018
Lyle from Computer Techs
Company Size: 2-10 employees
Industry: Computer & Network Security
Time Used: Less than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
4.0
Functionality
5.0
October 2018
Easy way to get customer feedback
It is important to know how the customers view our service. Because the survey doesn't take much time to complete clients are more likely to complete the survey.
Pros
Easy to configure ConnectWise to automatically send out the survey to get customer feedback on service provided.
Cons
The reporting feature could be improved.
October 2018
Tim from CytomX Therapeutics
Company Size: 51-200 employees
Industry: Biotechnology
Time Used: Less than 12 months
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
4.0
Functionality
5.0
October 2018
Great CSAT tool, and easy to implement
I have demonstrated the feedback results and dashboard to Executive Management and it was immediately accepted. They have already started discussing other use cases for the tool.
Pros
I like that this tool was fast and easy to implement, integrating directly into my ITSM tool. It has a great interface. The reporting and metrics dashboard are very good as well.
Cons
So far there is not anything I can complain about or suggest improvement.
October 2019
Josh from Systems Solutions
Company Size: 11-50 employees
Industry: Information Technology and Services
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 2019
Smileback
Pros
The ease of setup and use is great. The tool provides valuable insight directly from our end users.
Cons
We have not encountered any negatives up to this point.
October 2018

Sarah from Orchestra Software
Company Size: 11-50 employees
Industry: Computer Software
Time Used: Less than 12 months
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
October 2018
Smileback helps Orchestra Software make music for our customers!
Smileback has breathed new life into our customer satisfaction, making it quick and easy to gather data.
Pros
Ease of use and instant feedback! Smileback gives us the insights we need to make our Customer Support even better.
Cons
It’s not available across all our platforms...yet. We can’t wait!
May 2019
Phillipp from Emsco Solutions
Company Size: 2-10 employees
Industry: Information Technology and Services
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
4.0
Functionality
5.0
May 2019
Customer approval ratings, simplified.
Pros
The reporting and dashboard. It's very easy for me to see what e-mails (and therefore ticket numbers) of ratings for me to go back and investigate what exactly the comments are. E-mails that are sent to clients are very easy to understand with a simple Green - Yellow - Red emoji interface. The ability to go back and view (and then change) ratings if as we deem it necessary is a very nice feature.
Cons
Nothing really, price could be competitive?

Response from SmileBack
Replied May 2019
Hey Phillipp! Thanks for the great review. We are happy to hear you find SmileBack so simple to use, and are thankful you took the time to write a review of your experience here. Have a great day!
October 2018

Matthew from Lanmark
Company Size: 11-50 employees
Industry: Information Technology and Services
Time Used: Less than 2 years
Review Source: Capterra
Ease-of-use
5.0
Functionality
5.0
October 2018
Does what it says on the tin.
WE needed a way of collecting and collating customer satisfaction data as it wasn't something we were actively doing. After implementing the solution we were able to see trends and ensure we were delivering the best service we could.
Pros
Straightforward to setup and almost instant feedback given on tickets throughout the day.
Cons
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.
October 2018

Julee from COMPLETE HEALTHCARE SOLUTIONS, INC.
Company Size: 11-50 employees
Industry: Hospital & Health Care
Time Used: Less than 12 months
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
4.0
October 2018
Guaranteed to make you smile!
Pros
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.
Cons
When viewing the reviews the dates selected has to be chosen each time.
October 2018
Daniel from Envisage Technology
Company Size: 11-50 employees
Industry: Computer Networking
Time Used: Less than 12 months
Review Source: Capterra
Ease-of-use
5.0
Value for money
3.0
Customer support
5.0
Functionality
3.0
October 2018
Great product, easy to Implement, Even easier to monitor KPIs
Pros
The ease of implementation, simple and easy to use interface
Cons
Would like to see a few more features over control of surveys, given the way my company uses connectwise
October 2018
Donald from Complete Network Support
Company Size: 11-50 employees
Industry: Information Technology and Services
Time Used: Less than 12 months
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
October 2018
SmileBack is a game changer
Pros
How easy it is for our clients to provide feedback
Cons
Nit picking, but reporting could be a bit better. They keep updating so I expect it to get better over time.
October 2018

Patrick from Eyetech Ltd
Company Size: 11-50 employees
Industry: Computer & Network Security
Time Used: Less than 6 months
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
October 2018
Get more reviews with less pain, SmileBack delivers what it promises to Eyetech Ltd
Over the past 5 years we tried various options to get feedback from customers like including automatic survey questions and direct phone calls. The response was 1.5% or less of the sent survey questions. After we implemented SmileBack this went up to 20% in the first week.
Pros
The features that are specified in the service offering correlates exactly to what it actually delivers.
Cons
The simple approach at times is foreseen to be costly when comparing the price of it.
October 2018

Tony from Switch MSP
Company Size: 2-10 employees
Industry: Information Technology and Services
Time Used: Less than 6 months
Review Source: Capterra
Ease-of-use
5.0
Value for money
4.0
Customer support
4.0
Functionality
4.0
October 2018
An effective CSAT tool
Pros
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%.
Cons
Notes added by us to the reviews are not synchronised to our PSA - ConnectWise. This is a major oversight.
October 2018
Sandey from BSSI
Company Size: 11-50 employees
Industry: Information Technology and Services
Time Used: Less than 6 months
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
October 2018
SmileBack
Pros
Accurate Customer Survey feed back. They integrate great with ConnectWise and it has helped our clients click on one button and we get feedback in real time.
Cons
I have not found anything at this time I do not like.
October 2018
Anonymous
Company Size: 11-50 employees
Time Used: Less than 6 months
Review Source: Capterra
Ease-of-use
5.0
Functionality
4.0
October 2018
Great Tool to work with
Pros
The easiness of making use of the software and especially the end users ability to easily give feedback
Cons
nothing really at this point as we have been using for 2 months so mostly beneficial
October 2018
Anonymous
Company Size: 11-50 employees
Time Used: Less than 6 months
Review Source: Capterra
Ease-of-use
5.0
Customer support
5.0
Functionality
5.0
October 2018
Easy to use
We can see if customers are unhappy on a case by case basis and respond accordingly.
Pros
I like the ease of use for the clients.
Cons
Nothing so far has been an issue with this product.
October 2018

Garland from Dominion Voice and Data
Company Size: 11-50 employees
Industry: Telecommunications
Time Used: Less than 6 months
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
October 2018
SmileBack Noob
CSAT is critical to understanding our customers perception of their interactions with our service team. I think as we work harder to improve response rates we will be able really leverage the awesome data smileback delivers.
Pros
How easy it is to integrate. As an new user I like how intuitive the dashboard was.
Cons
Finding ways to improve response rates without becoming a nuisance.
March 2021
Anonymous
Company Size: 51-200 employees
Time Used: Less than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
4.0
Functionality
4.0
March 2021
Great and easy product to use
Pros
Interactive mode and easy fo use. Great value for the money spent
Cons
Minimal support for any issue. Frustrates to get an easy outcome.