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.

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.

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.

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

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.

The pricing is good for the features that SmileBack offers.

At the time that our company used SmileBack, there were no incentives to encourage our employees to request a client fill out the survey/click the icons.

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%!

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!

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

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

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.

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.