SmileBack 2026: Benefits, Features & Pricing

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On this page

Overview
Pricing and Plans
Features
Integrations
User Reviews

Overview

SmileBack

4.9

(35)

Pricing

Starting at $99.00 per month

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.

SmileBack allows managers to view recent reviews, comments, monthly trend and other metrics via a dashboard. It also supports integration with various third-party applications including Slack, Dropbox, Zapier and more. Pricing includes annual/monthly subscriptions and support is extended via phone, email and other online measures.

SmileBack Screenshots

SmileBack Pricing and Plans

Starting price: $99.00 per month

Free Trial

Free Version

Starter

$99.00

flat rate, per month

Plan includes:

Automated Workflows
Customer Satisfaction (CSAT)
Custom Reporting
Data Filtering and Segmentations
Dynamic PSA Updates
Google Reviews
Integrations and API
Net Promoter Score (NPS)
One-Click Surveys
Realtime Dashboards

Growth

$139.00

flat rate, per month

Plan includes:

Automated Workflows
Customer Satisfaction (CSAT)
Custom Reporting
Data Filtering and Segmentations
Dynamic PSA Updates
Google Reviews
Integrations and API
Net Promoter Score (NPS)
One-Click Surveys
Realtime Dashboards

Pro

$179.00

flat rate, per month

Plan includes:

Automated Workflows
Customer Satisfaction (CSAT)
Custom Reporting
Data Filtering and Segmentations
Dynamic PSA Updates
Google Reviews
Integrations and API
Net Promoter Score (NPS)
One-Click Surveys
Realtime Dashboards

Pro+

Pricing available upon request

Plan includes:

Automated Workflows
Customer Satisfaction (CSAT)
Custom Reporting
Data Filtering and Segmentations
Dynamic PSA Updates
Google Reviews
Integrations and API
Net Promoter Score (NPS)
One-Click Surveys
Realtime Dashboards

Enterprise

Pricing available upon request

Plan includes:

Automated Workflows
Customer Satisfaction (CSAT)
Custom Reporting
Data Filtering and Segmentations
Dynamic PSA Updates
Google Reviews
Integrations and API
Net Promoter Score (NPS)
One-Click Surveys
Realtime Dashboards

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SmileBack Features

Popular features found in Customer Experience
Customer Segmentation
Customizable Fields
Customizable Templates
Dashboard
Data Visualization
Engagement Tracking
Negative Feedback Management
Real-Time Notifications
Reporting/Analytics
Survey/Poll Management
More features of SmileBack
Activity Dashboard
Alerts/Notifications
API
Customer Database
Customizable Reports
Feedback Management
Performance Metrics
Predictive Analytics
Real-Time Analytics
Real-Time Reporting
Sentiment Analysis
Surveys & Feedback
Trend Analysis
Widgets

SmileBack Integrations

Zapier

Slack

Zendesk Suite

Autotask PSA

Dropbox Business

Freshdesk

See all 11 integrations

SmileBack User Reviews

Overall Rating

4.9

Ratings Breakdown

91%

Secondary Ratings

Ease of Use

5.0

Value for money

4.7

Customer support

4.8

Functionality

4.7

Have you used SmileBack and would like to share your experience with others?

Eileen W.

Verified reviewer

Information Technology and Services

2-10 employees

Used daily for more than 2 years

Review source

Reviewed January 2025

Great Survey Tool

Ratings Breakdown

Ease of use

Functionality

Pros:

Ease of setup and ability to get real time comments from clients

Cons:

Not much but more reporting options if I had to say something

Jared M.

Verified reviewer

Information Technology and Services

11-50 employees

Used daily for more than 2 years

Review source

Reviewed October 2018

Simple Customer Satisfaction Metrics

Ratings Breakdown

Ease of use

Functionality

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.

Verified

Reviewer

Management Consulting

2-10 employees

Used weekly for less than 6 months

Review source

Reviewed March 2022

Value for price

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

The pricing is good for the features that SmileBack offers.

Cons:

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.

Jennifer G.

Verified reviewer

Information Technology and Services

11-50 employees

Used daily for more than 2 years

Review source

Reviewed 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%!

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

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.

Curtis F.

Verified reviewer

Telecommunications

201-500 employees

Used daily for less than 2 years

Review source

Reviewed 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!

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

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.

David G.

Verified reviewer

Information Technology and Services

11-50 employees

Used daily for more than 2 years

Review source

Reviewed 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

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

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

Ashley W.

Verified reviewer

Telecommunications

51-200 employees

Used daily for more than 2 years

Review source

Reviewed 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!

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

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!

Susan A.

Verified reviewer

Information Technology and Services

11-50 employees

Used daily for more than 2 years

Review source

Reviewed 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.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

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.

SHAUN M.

Verified reviewer

Computer & Network Security

2-10 employees

Used daily for less than 2 years

Review source

Reviewed October 2018

We actually get feedback now that we have switched to SmileBack

Easy to setup and works great!

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

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