--- title: "SmileBack Software Pricing, Alternatives & More 2026 | Capterra" description: "With the help of Capterra, learn about SmileBack Software - reviews, pricing plans, popular comparisons to other Customer Satisfaction products and more." source_url: "https://www.capterra.com/p/178951/SmileBack/" page_type: "product" language: "en" --- # SmileBack Software Review 2026: Features, Integrations, Pros & Cons Last updated on July 21, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[FAQs](#faqs)[Features](#features)[Pricing](#pricing)[Integrations](#integrations)[Support](#support)[Reviews](#reviews) SmileBack ## What is SmileBack? We know customer satisfaction is the #1-indicator of success for MSPs and helpdesks, and we're the experts in the space. SmileBack's CSAT, NPS and reporting tools empower you to drive your business by making feedback abundant and actionable. Our products will not only dramatically increase the amount of feedback you receive, but also help you analyze and take meaningful action from it in order to improve customer retention and market to new opportunities. ## What is SmileBack used for? [Customer Satisfaction](https://www.capterra.com/customer-satisfaction-software/)[Customer Experience](https://www.capterra.com/customer-experience-software/) Top alternative Featured Overall rating Based on 35 user reviews Reviews sentiment Positive 97% Neutral 3% Negative 0% Starting price $99 Flat Rate, Per Month Free trial available Free version not included Capterra Shortlist charts the highest-rated and most popular products... Our "Best of" badge program showcases products with the highest ratings... Our "Best of" badge program showcases products with the highest ratings... Do you work for SmileBack?[Manage this product listing](https://digitalmarkets.gartner.com/get-listed/claim-bx?url=http://www.connectwise.com&name=SmileBack) ## Compare with a popular alternative Capterra selects software alternatives based on relevant features, verified user reviews and user interactions. Placement may be influenced by client status. ### SmileBack 4.9 (35) VS. [4.4 (4,087)](https://www.capterra.com/p/164283/Zendesk/reviews/) Starting Price $99 Flat Rate, Per Month Starting Price $115 Per User, Per Month Free Trial Free Version Pricing Options Free Trial Free Version Ease Of Use 5.0 (35) Ease Of Use 4.3 (10,466) Value For Money 4.7 (28) Value For Money 4.2 (6,505) Customer Service 4.8 (29) Customer Service 4.3 (5,813) ## SmileBack alternatives [4.5 (771)](https://www.capterra.com/p/132997/Freshservice/reviews/) Starting price $19.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 95% of reviewers rated it above 4 stars [SurveyMonkey](https://www.capterra.com/p/253516/SurveyMonkey/) [4.6 (10,479)](https://www.capterra.com/p/253516/SurveyMonkey/reviews/) Starting price $30.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 94% of reviewers rated it above 4 stars [Learn More](https://www.capterra.com/p/253516/SurveyMonkey/) [Trustpilot](https://www.capterra.com/p/169618/Trustpilot/) [4.5 (1,205)](https://www.capterra.com/p/169618/Trustpilot/reviews/) Starting price $299.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 90% of reviewers rated it above 4 stars [Learn More](https://www.capterra.com/p/169618/Trustpilot/) Highest Rated [Jotform](https://www.capterra.com/p/158456/JotForm-4-0/) [4.7 (2,912)](https://www.capterra.com/p/158456/JotForm-4-0/reviews/) Starting price $39.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 96% of reviewers rated it above 4 stars [Learn More](https://www.capterra.com/p/158456/JotForm-4-0/) [View all alternatives](https://www.capterra.com/p/178951/SmileBack/alternatives/) ## FAQs about SmileBack Overview ### Which roles and teams benefit most from SmileBack? SmileBack is most used by IT service leaders, support managers, and operations executives who need clear client feedback and service performance visibility. Helpdesk teams use it to monitor satisfaction after tickets close, while owners, directors, and C-suite leaders rely on reporting to improve customer experience, accountability, and retention. Answer based on 35 reviews Overview ### What company size and specific industries is SmileBack built for? SmileBack is designed for businesses that run helpdesks, including outsourced helpdesk providers such as managed service providers and other companies where the helpdesk supports the business rather than serving as the main offering. It fits organizations of varying sizes across the broader helpdesk and customer support sector. Features and Usability ### What are the key features of SmileBack? SmileBack offers surveys and feedback management, including negative feedback management, survey and poll management, and sentiment analysis. It also includes customer segmentation, customer database tools, engagement tracking, real-time analytics, customizable reports, alerts and notifications, and dashboard widgets for monitoring performance metrics and trends. Pricing ### How much does it cost and what fees or limitations are included? SmileBack starts at $99 per month for the Starter plan, designed for 1–5 agents. Growth is $139, Pro is $179, Pro+ is $219, and Enterprise is $259 per month, with a free trial available. Reviewers say the pricing is good for the features, though one noted the simple approach can feel costly. Answer based on 3 reviews Integrations ### Which third-party tools and platforms does SmileBack integrate with? SmileBack integrates with 10 third-party tools, including PSA, support, and collaboration platforms such as Autotask PSA, ConnectWise PSA, Kaseya BMS, Freshdesk, Zendesk Suite, Microsoft Teams, Slack, Dropbox, BrightGauge, CloudRadial, and Zapier. Answer based on 8 reviews Getting Started and Support ### What training and onboarding options does SmileBack offer? SmileBack provides live online sessions, webinars, documentation, and videos for training. Live online sessions and webinars support guided instruction, while documentation offers written reference material and videos provide self-paced learning resources for teams getting started with the product. Answer based on 1 reviews Getting Started and Support ### What customer support options does SmileBack offer? SmileBack offers email/help desk, a knowledge base, phone support, and chat. Reviewers describe the support experience positively, noting quick feedback, helpful guidance, and an easy sales process. Users also mention that the dashboard is useful for management and that the platform is simple for clients to use. Answer based on 2 reviews ## Features AI summary Based on 2,061 Customer Satisfaction reviews Not all customer satisfaction tools cover every feature buyers care about most. Here is what Capterra reviewers flag as essential when choosing a solution: - **Customer Experience Management** (**44%** of reviewers rated this feature as critical) - **Customizable Forms** (**44%**) - **Feedback Management** (**41%**) SmileBack includes **Feedback Management**, giving teams a direct way to collect, review, and respond to customer input. However, it does not include **Customer Experience Management** or **Customizable Forms**. Instead, it offers **Reporting/Analytics** (**41%**) and **Survey/Poll Management** (**41%**), which can help businesses track satisfaction trends and gather structured responses from customers, providing teams with clearer insight into service quality and areas that need attention. Survey/Poll Management 4.0 (2) 100.00% of 2 reviewers that rated this feature as important or highly important Create and administer polls and surveys Sentiment Analysis 5.0 (2) 50.00% of 2 reviewers that rated this feature as important or highly important Categorize emotions expressed and identify if they are positive, negative or neutral Activity Dashboard 3.0 (1) 100.00% of 1 reviewers that rated this feature as important or highly important Dashboard to view the status of ongoing processes, identify current incidents and track past activities Alerts/Notifications 5.0 (1) 100.00% of 1 reviewers that rated this feature as important or highly important Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges Customer Database 1.0 (1) 0.00% of 1 reviewers that rated this feature as important or highly important A collection of customer information such as contact details, demographics, previous interactions, etc. Customer Segmentation 5.0 (1) 100.00% of 1 reviewers that rated this feature as important or highly important Process of dividing customers into groups based on common characteristics SmileBack 21 features ### All Features - Activity Dashboard: Dashboard to view the status of ongoing processes, identify current incidents and track past activities - Alerts/Notifications: Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges - API: Application programming interface that allows for integration with other systems/databases - Customer Database: A collection of customer information such as contact details, demographics, previous interactions, etc. - Customer Segmentation: Process of dividing customers into groups based on common characteristics - Customizable Reports: Alter the layout and content of reports - Dashboard: Assembly of graphs and charts for visualizing and tracking statistics/metrics - Engagement Tracking: Tracks metrics that provide insight into how a user interacts with any interface or product - Feedback Management: Collecting, analyzing, and utilizing feedback from users or customers to improve a product or service - Negative Feedback Management: Identify, track, and respond to negative feedback - Performance Metrics: A set of indicators that tracks the performance of networks, applications, systems, teams, etc. - Predictive Analytics: Predict future data based on historical data sets - Real-Time Analytics: Analyze and gain insights into data in real-time - Real-Time Notifications: Notifications that are delivered to users as soon as an event occurs - Real-Time Reporting: Active reporting of data and metrics - Reporting/Analytics: View and track pertinent metrics to find patterns and gain insights from data - Sentiment Analysis: Categorize emotions expressed and identify if they are positive, negative or neutral - Survey/Poll Management: Create and administer polls and surveys - Surveys & Feedback: Gauge satisfaction and receive information for improvement and success - Trend Analysis: Review data from past periods to reveal recurring tendencies and predict future performance - Widgets: An extended application or connector that enables users to perform additional services with their current set of tools --- Get Advice We can help you find the software with the features you need. Features 4.7 (35) 4.7 Based on 35 reviews ## Pricing Value for money 4.7 (28) Free Trial [View pricing plan details](https://www.capterra.com/p/178951/SmileBack/pricing/) Starter $99.00 Flat Rate,Per Month It 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 - Slack and MS Teams Notifications - Website Widget Growth $139.00 Flat Rate,Per Month It 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 - Slack and MS Teams Notifications - Website Widget Pro $179.00 Flat Rate,Per Month It 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 - Slack and MS Teams Notifications - Website Widget Pro+ $219.00 Flat Rate,Per Month It 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 - Slack and MS Teams Notifications - Website Widget Enterprise $259.00 Flat Rate,Per Month It 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 - Slack and MS Teams Notifications - Website Widget Value for money 4.7 (28) 4.7 Based on 28 reviews ## Integrations [ Slack](https://www.capterra.com/p/135003/Slack/)[ Dropbox](https://www.capterra.com/p/143068/Dropbox-Business/)[ Microsoft Teams](https://www.capterra.com/p/168668/Microsoft-Teams/)[ Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)[ Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[ Zapier](https://www.capterra.com/p/130182/Zapier/)[ ConnectWise PSA](https://www.capterra.com/p/107931/ConnectWise-Manage/)[ Autotask PSA](https://www.capterra.com/p/223239/Autotask-PSA/) Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ## Support, customer service and training options Customer Service 4.8 (29) Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Deployment - Web - Android - iPhone/iPad Typical users - Freelancers - Small businesses - Mid size businesses - Enterprises Customer Service 4.8 (29) 4.8 Based on 29 reviews ## User reviews Overall rating 4.9 Based on 35 reviews Filter by rating 5(32) 4(2) 3(1) 2(0) 1(0) Mentioned topic Sorted by most recent EW Eileen W. Senior Business Analyst Professional Training & Coaching ### "Great and Easy To Setup CSAT Tool" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 0.0 0.0 Likelihood to Recommend 10/10 March 26, 2026 Pros Easy to setup CSAT Tool that integrates easily to ConnectWise PSA for great CSAT data and easy for the end user too Cons Not much, maybe the choice of different pictures, which I think you can but it's usually just the smiley faces Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. CK Cassie K. Owner Information Technology and Services ### "So easy to implement!" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 January 6, 2025 Pros It is so easy to implement. I can set up a new instance of SmileBack in less than an hour. I also love the integrations it offers. We integrated it into Teams so we could get real time feedback and see when clients leave us positive reviews. Cons It didn't have the ability to send surveys on projects, it had to be tied to a project ticket so we ended up having to have a special ticket status and use only on one ticket in the work plan. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. AN Anonymous User Owner Management Consulting ### "Value for price" 3.0 Overall Rating 3.0 3.0 Ease of Use 5.0 5.0 Features 3.0 3.0 Customer Service 4.0 4.0 Likelihood to Recommend 5/10 March 22, 2022 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. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. AN Anonymous User Specialist Consultant Information Technology and Services ### "Great and easy product to use" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 4.0 4.0 Likelihood to Recommend 8/10 March 17, 2021 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. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. JO James O. Senior Partner Computer & Network Security ### "Great Product" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 October 11, 2019 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. Switched from [ScreenConnect](https://www.capterra.com/p/147830/ScreenConnect/) Low response rate Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. RE RICHARD E. Director of Operations Information Technology and Services ### "Smileback is great" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 October 11, 2019 Pros Timely responses to customer issues. This was problematic before. Cons There are no cons to using Smileback. None. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. JS Josh S. Director of Support Services Information Technology and Services ### "Smileback" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 October 11, 2019 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. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. AM Andrew M. Service Manager Information Technology and Services ### "Simple and Intuitive" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 October 2, 2019 Pros Easy to implement and works great with Brightgauge. Very pleased with this product. Cons Nothing. This is a pretty straightforward product. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. EP Eric P. President Information Technology and Services ### "Great tool for feedback" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 October 2, 2019 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. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. PW Pamela W. Customer Support Coordinator Information Technology and Services ### "Simple to use for our company and our clients" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 0.0 0.0 Likelihood to Recommend 9/10 September 8, 2019 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. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. [View all Reviews](https://www.capterra.com/p/178951/SmileBack/reviews/) ## Top-rated software of 2026 ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox. Popular comparisons [SurveyMonkey vs SmileBack](https://www.capterra.com/compare/178951-253516/SmileBack-vs-SurveyMonkey)