# SmileBack Software Pricing, Alternatives & More 2026 | Capterra

> With the help of Capterra, learn about SmileBack Software - reviews, pricing plans, popular comparisons to other Customer Satisfaction products and more.

Source: https://www.capterra.com/p/178951/SmileBack

---

# 

 SmileBack Software Review 2026: Features, Integrations, Pros & Cons

Last updated on June 3, 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

Includes Free Version

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 (4,080)](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 (3,604)

Value For Money

4.7 (28)

Value For Money

4.2 (2,659)

Customer Service

4.8 (29)

Customer Service

4.3 (2,767)

## SmileBack alternatives

[4.5 (1,133)](https://www.capterra.com/p/134347/Intercom/reviews/)

Starting price

$39.00

Per User, Per Month

Pricing Options

Free Trial

Free Version

User Rating

90%

of reviewers

rated it above 4 stars

[4.5 (731)](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

Highest Rated

[4.7 (1,787)](https://www.capterra.com/p/102188/LiveAgent/reviews/)

Starting price

$15.00

Per User, Per Month

Pricing Options

Free Trial

Free Version

User Rating

97%

of reviewers

rated it above 4 stars

[4.5 (3,440)](https://www.capterra.com/p/124981/Freshdesk/reviews/)

Starting price

$19.00

Per User, Per Month

Pricing Options

Free Trial

Free Version

User Rating

94%

of reviewers

rated it above 4 stars

[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 teams, operations managers, and business owners who need clear customer feedback loops. Helpdesk managers, system engineers, and support directors use it to monitor service satisfaction, while executives and partners track client sentiment, team performance, and retention opportunities across managed service workflows.

Answer based on 35 reviews

Overview

### What company size and specific industries is SmileBack built for?

SmileBack is designed for helpdesk teams across businesses of many sizes, including outsourced helpdesks such as managed service providers. It fits the broader support-services space where the helpdesk supports another business rather than serving as the core business itself.

Features and Usability

### What are the key features of SmileBack?

SmileBack offers feedback management, negative feedback management, and surveys & feedback for collecting customer responses. It includes customer database and customer segmentation for organizing contacts, plus customizable reports, real-time reporting, real-time analytics, performance metrics, and sentiment analysis for monitoring trends. Alerts/notifications, widgets, and an API support broader workflow integration.

Pricing

### How much does it cost and what fees or limitations are included?

SmileBack starts at $99 per month for the Starter plan, built for 1–5 agents. Growth costs $139, Pro $179, Pro+ $219, and Enterprise $259 monthly. A free trial is 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 and platforms, including Autotask PSA, ConnectWise PSA, Kaseya BMS, Freshdesk, Zendesk Suite, Microsoft Teams, Slack, Dropbox Business, BrightGauge, and CloudRadial. It also connects to Zapier for broader app connectivity across support, PSA, communication, and file-sharing workflows.

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 to help teams get started. Live online sessions and webinars support guided instruction, while documentation and videos offer self-paced reference material for setup and feature review.

Answer based on 1 reviews

Getting Started and Support

### What customer support options does SmileBack offer?

SmileBack provides Email/Help Desk, a Knowledge Base, Phone Support, and Chat. Users describe the product as easy to use and note instant feedback, while support itself is described as excellent. The dashboard view also helps management track service results and customer responses.

Answer based on 2 reviews

## Features

Features with the highest number of reviews are displayed first. Those that have no reviews appear next, sorted alphabetically.

Sentiment Analysis

5.0 (2)

50.00% of 2 reviewers that rated this feature as important or highly important

Categorize emotions expressed in written text or images and identify if they are positive, negative or neutral

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

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

Dashboard to view the status of ongoing processes, identify current incidents and track past activities

Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges

Application programming interface that allows for integration with other systems/databases

A collection of customer information such as contact details, demographics, previous interactions, etc.

Process of dividing customers into groups based on common characteristics

Alter the layout and content of reports

Assembly of graphs and charts for visualizing and tracking statistics/metrics

Tracks metrics that provide insight into how a user interacts with any interface or product

Collecting, analyzing, and utilizing feedback from users or customers to improve a product or service

Identify, track, and respond to negative feedback

A set of indicators that tracks the performance of networks, applications, systems, teams, etc.

Predict future data based on historical data sets

Analyze and gain insights into data in real-time

Notifications that are delivered to users as soon as an event occurs

Active reporting of data and metrics

View and track pertinent metrics to find patterns and gain insights from data

Categorize emotions expressed in written text or images and identify if they are positive, negative or neutral

Create and administer polls and surveys

Gauge satisfaction and receive information for improvement and success

Review data from past periods to reveal recurring tendencies and predict future performance

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 Business](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.

AU

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.

AU

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/)

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