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SmileBack

4.8
(25)

SmileBack is the only customer feedback platform that makes it so easy for MSPs and IT Solution Providers to capture genuine and actionable insights that improve customer retention and increase their revenue.

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SmileBack Reviews

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Showing 26 SmileBack reviews
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SmileBack review by Curtis F.
Curtis F.
Validated Reviewer
Verified Current User
Review Source

"Great Tool to measure Customer Satisfaction"

What do you like best?

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.

What do you dislike?

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.

Recommendations to others considering the product

Try it. With their free trial you have nothing to lose. in 30 days our response rate increased by over 20 percent.

What business problems are you solving with the product? What benefits have you realized?

We want to know how our customers think about our service. This has allowed us to change how we work with customers focusing on improving these scores. This has allowed us to greatly improve our relationship with our customers.

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SmileBack review by Sarah B.
Sarah B.
Validated Reviewer
Verified Current User
Review Source

"Smileback - making music for Orchestra Software"

What do you like best?

Smileback has simplified our CSAT experience for both internal and external users. We love seeing instant feedback and being able to review together as a team has helped us understand what we can do better. Bonus you ask? Getting to send kudos to the team on a daily basis when reviews come in. Love it!

What do you dislike?

That we can't immediately integrate Smileback with our other platforms for a consistent user feedback experience across our departments. We're ready for it!

What business problems are you solving with the product? What benefits have you realized?

We are now able to gain key performance insight for our Customer Support team on a consistent basis. Team morale is up and customers are responding 5x more than they were before. It's amazing to get closer to improving ourselves while continuing to help our customers make great craft beverages.

What Enterprise Feedback Management solution do you use?

Thanks for letting us know!
SmileBack review by Matthew G.
Matthew G.
Validated Reviewer
Verified Current User
Review Source

"Excellent Tool for increasing customer satisfaction"

What do you like best?

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.

What do you dislike?

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.

What business problems are you solving with the product? What benefits have you realized?

We use the tool for three purposes:

Address customer complaints: If someone is unhappy they may not respond to an engineer but we've found they are happy to use the red face to express dissatisfaction. We can then follow up and take notes on what they were disappointed with.

Gauge satisfaction for each client: We can see generally how people are feeling from the CSAT scores.

Nurture competition and provide incentive to provide the best service possible. We internally run a competition based upon the scores each engineer achieves.

SmileBack review by Gavin S.
Gavin S.
Validated Reviewer
Verified Current User
Review Source

"Great tool for simple surveys"

What do you like best?

Simple response questions which users are more likely to respond, it's easier to choose Happy, Neutral, or Negative over rating on a numerical scale

What do you dislike?

So far haven't really found any dislikes with the product

What business problems are you solving with the product? What benefits have you realized?

Getting a real feel of our client satisfaction, users are more likely to answer a quick survey when they are a little upset or unhappy over submitting a complaint. Usually the complaints come if a user has a number of smaller issues that built up. This allows us to catch issues early and work with the end user to improve our internal staff and our relationship with them

SmileBack review by S.Scott K.
S.Scott K.
Validated Reviewer
Review Source

"Awesome Product"

What do you like best?

Simple solutions are often the best. This one meets that criteria on both ends. User and customer.

What do you dislike?

SmileBack needs to expand it's market. We have multiple divisions in different industries and both the ConnectWise and SmileBack products could double, quadruple, or even more their market share by making just a few additions to their software design to accommodate more than just the MSP/IT space.

Recommendations to others considering the product

Take advantage of this product. You won't be disappointed.

What business problems are you solving with the product? What benefits have you realized?

SmileBack can address so many issues its impossible to list them in this little box. If you understand the concept of consistency and accountability to achieve a high level of customer service and satisfaction, you'll see this product as a tool to 'tweak' almost every department within your company.

SmileBack review by Julee C.
Julee C.
Validated Reviewer
Verified Current User
Review Source

"Guaranteed to make you smile!"

What do you like best?

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.

What do you dislike?

When viewing the reviews the dates selected has to be chosen each time.

What business problems are you solving with the product? What benefits have you realized?

When/if there is a dissatisfied client I am aware of it immediately and can reach out to find a resolution. This has greatly improved the opinion of our customer support. Our clients have stated "It is nice to know that we are being heard."

SmileBack review by Ashley W.
Ashley W.
Validated Reviewer
Verified Current User
Review Source

"Top survey tool"

What do you like best?

Hard to choose - TWO things: 1.) I like that this solution is set it and forget it. It just works. 2.) It integrates with our other software, ConnectWise Manage and Brightgauge. Win-win!

What do you dislike?

Honestly, have not found a single thing!

What business problems are you solving with the product? What benefits have you realized?

Gauging client satisfaction and showing that proof in their monthly executive summary. We can now correlate the trends in feedback to our service numbers (ticket count and avg time to resolution) - it's impressive

SmileBack review by Executive Sponsor in Information Technology and Services
Executive Sponsor in Information Technology and Services
Validated Reviewer
Review Source

"Highly recommend"

What do you like best?

It's so easy to use! Not just by our clients, but also from the admin side. When a ticket is closed the person who raised the support issue gets an email = 3 faces and ability to comment, we have increased our customer satisfaction response rate 1000% since using this product. We use the comments on our social media. And take reports to our main contacts on account reviews. All helps with the building of a strong relationship.

What do you dislike?

I can't say there is anything I don't dislike about this product.

What business problems are you solving with the product? What benefits have you realized?

Customer satisfaction survey, for clients using our helpdesk for support. Its created a positive competition amongst our technical team, who receive a weekly report on who got what responses. We show a live feed on our website, encouraging other potential clients to join us. The not so positive feedback has helped us improve processes and procedures.

SmileBack review by Eric O.
Eric O.
Validated Reviewer
Verified Current User
Review Source

"Great Product"

What do you like best?

Quick, easy surveys have tremendously increased our response rate from other platforms that we have used in the past. We are averaging an almost 60% response rate!

What do you dislike?

Not a thing! We have had nothing but positive things to say about this product.

What business problems are you solving with the product? What benefits have you realized?

We have used this as a motivator for our team. The technician with the highest number of responses are rewarded monthly......driving competition within the team.

SmileBack review by John H.
John H.
Validated Reviewer
Review Source
Business partner of the vendor or vendor's competitor, not included in G2 Crowd scores.

"Great Product!"

What do you like best?

SmileBack is incredibly fast and easy to implement and solicits client feedback in a non-intrusive way. Surveys are no good if client's don't fill them out and SmileBack has solved that problem for me! We have also been able to ask permission to use positive comments form our clients on our web site using SmileBack. Having real world feedback on our service up on our site has been very valuable!

What do you dislike?

We have found nothing so far that is negative.

What business problems are you solving with the product? What benefits have you realized?

Obtaining real feedback from our clients without causing an inconvenience to them.

SmileBack review by Donald M.
Donald M.
Validated Reviewer
Verified Current User
Review Source

"Game changer in surveys"

What do you like best?

How easy it is for our clients to use...

Instant change in Feedback

Easy to integrate into our ticketing system

Integrates into our reporting/dashboard tool, BrightGauge

What do you dislike?

Not really a dislike, but reporting could be better. They keep tweaking so I assume this will continue to get better.

What business problems are you solving with the product? What benefits have you realized?

Before Smileback, we used to get 3 or 4 reviews a year. After 6 months of use, we average about 7 a day. This really lets us know where we stand and the negative reviews gives us a chance to go right our wrongs.

SmileBack review by Tony S.
Tony S.
Validated Reviewer
Verified Current User
Review Source

"An effective CSAT tool"

What do you like best?

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%.

What do you dislike?

Notes added by us to the reviews are not synchronised to our PSA - ConnectWise. This is a major oversight.

What business problems are you solving with the product? What benefits have you realized?

SmileBack helps us better gauge customer satisfaction, and we are able to quantify customer satisfaction, which we can use to share with customers and prospects.

SmileBack review by Jennifer G.
Jennifer G.
Validated Reviewer
Verified Current User
Review Source

"Great Design & Easy to Use!"

What do you like best?

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!

What do you dislike?

I would love to be able to tweak the widget design more easily.

Real-time widget reporting.

Recommendations to others considering the product

You guys are moving in the right direction!

What business problems are you solving with the product? What benefits have you realized?

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%!

SmileBack review by Joshua G.
Joshua G.
Validated Reviewer
Verified Current User
Review Source

"Market leader in Connectwise CSAT"

What do you like best?

The response rates are excellent. We get responses on over half of our tickets.

What do you dislike?

A little more customisation on the dashboard would be great

What business problems are you solving with the product? What benefits have you realized?

We get a realtime pulse on customer sentiment and can jump straight onto problems with unhappy clients.

SmileBack review by David G.
David G.
Validated Reviewer
Verified Current User
Review Source

"A great, simple CSAT tool to encourage feedback"

What do you like best?

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.

What do you dislike?

Not a big fan of the most recent interface redesign

What business problems are you solving with the product? What benefits have you realized?

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

SmileBack review by Daniel N.
Daniel N.
Validated Reviewer
Verified Current User
Review Source

"Simple tool to Implement, Great way to track technician KPI"

What do you like best?

This product is very Simple to Implement

What do you dislike?

Rather than a dislike, I would like to see slightly more controls around how many reviews go out to a single client. Given the way my company uses connect wise it would be beneficial to stop this for specific category of tickets.

What business problems are you solving with the product? What benefits have you realized?

We have been able to Identify which customers require a little more love. this has been great for customer relations

SmileBack review by Gavin O.
Gavin O.
Validated Reviewer
Verified Current User
Review Source

"Smileback is excellent for providing real-time customer sentiment"

What do you like best?

The real-time reporting, integration with our PSA and the benchmarking information provided.

What do you dislike?

We would like to be able to do a bit more to brand the buttons in our brand colours.

Recommendations to others considering the product

Get it in quickly.

What business problems are you solving with the product? What benefits have you realized?

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.

SmileBack review by Barry M.
Barry M.
Validated Reviewer
Verified Current User
Review Source

"It is an excellent tool for understanding client sentiment and for motivating the team."

What do you like best?

The simplicity of the system is a key factor for us and the fact that is is easily linked into both our PSA and BI Software.

What do you dislike?

It can be a little clunky amending reports.

What business problems are you solving with the product? What benefits have you realized?

Our responses on CSAT surveys have increased 10 fold since implementing Smileback, this allows us to be closer to our clients and understand the experience that they have when interacting with us.

SmileBack review by richard e.
richard e.
Validated Reviewer
Verified Current User
Review Source

"#worth"

What do you like best?

Instant feedback, without the need for manual chasing down of clients.

What do you dislike?

Easy to ignore, feel like we're doing the minimum to elicit feedback.

What business problems are you solving with the product? What benefits have you realized?

CSAT engagement. This seems obvious?

SmileBack review by Consultant in Information Technology and Services
Consultant in Information Technology and Services
Validated Reviewer
Verified Current User
Review Source

"I now know our overall CSAT"

What do you like best?

Great tool to gauge the services we are providing to our clients. Our Account Managers take these metrics and reports to client meetings and not only are we as a company impressed, but so are our clients.

Highly recommended.

What do you dislike?

I would like ability to report based on resource and not just company.

What business problems are you solving with the product? What benefits have you realized?

Understanding our Client Satisfaction is critical to us and now we have that.

SmileBack review by Garland A.
Garland A.
Validated Reviewer
Verified Current User
Review Source

"SmileBack Newbie"

What do you like best?

How intuitive the dashboard is designed. Very easy to get integrate and get results quickly.

What do you dislike?

I would like to be able to have quick and easy solutions for getting increased response rates.

What business problems are you solving with the product? What benefits have you realized?

We are working on building strong relationships with clients and we need actionable data on their perception of quality with regards to technical support staff interactions.

SmileBack review by Administrator in Information Technology and Services
Administrator in Information Technology and Services
Validated Reviewer
Verified Current User
Review Source

"SmileBack is a great solution for measuring customer satisfaction."

What do you like best?

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

What do you dislike?

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.

Recommendations to others considering the product

See about getting a demo and give it a try.

What business problems are you solving with the product? What benefits have you realized?

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.

SmileBack review by Sandey S.
Sandey S.
Validated Reviewer
Review Source

"Great to work with "

What do you like best?

The Customer Service is excellent. They are very pleasant and responsive.

What do you dislike?

I have not found anything that I have disliked so far.

What business problems are you solving with the product? What benefits have you realized?

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.

SmileBack review by Lyle T.
Lyle T.
Validated Reviewer
Review Source

"Easy to use"

What do you like best?

The survey is easy to automatically send out to customers. Customers simply have to click on one of 3 icons. Quick and easy for them.

What do you dislike?

Because we use ConnectSmart Dashboard we don't rely on the internal reporting.

What business problems are you solving with the product? What benefits have you realized?

We want to know how our customers view our service.

SmileBack review by dan l.
dan l.
Validated Reviewer
Verified Current User
Review Source

"SmileBack is awesome"

What do you like best?

Its ease of use and the customer support

What do you dislike?

Nothing. Frequent changes keeps it interesting!

What business problems are you solving with the product? What benefits have you realized?

CSAT is easily monitored and we can act open both happy and problematic clients!

SmileBack review by User
User
Validated Reviewer
Verified Current User
Review Source

"Easy to use and view."

What do you like best?

The ease for the clients. It is simple and to the point.

What do you dislike?

We have not found anything that we dislike so far.

What business problems are you solving with the product? What benefits have you realized?

We can see in real time when our customers are unhappy and reply accordingly.

Kate from G2 Crowd

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* We monitor all SmileBack reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. Validated reviews require the user to submit a screenshot of the product containing their user ID, in order to verify a user is an actual user of the product.