Who Uses This Software?

Our customers are users of help desks, this includes outsourced help desks such as MSPs but also the broader helpdesk space, where the helpdesk supports a business, rather than is the business.


Average Ratings

25 Reviews

  • 5 / 5
    Overall

  • 5 / 5
    Ease of Use

  • 5 / 5
    Customer Service

Product Details

  • Starting Price
    $58.00/month
  • Free Trial
    Yes
  • Deployment
    Cloud, SaaS, Web
  • Training
    Documentation
    Webinars
    Live Online
  • Support
    Online

Vendor Details

  • SmileBack
  • www.smileback.io
  • Founded 2012
  • Germany

About SmileBack

SmileBack helps its users easily gather feedback after every support interaction through their help desks. We make it just as easy for them to track trends, respond to customers based on all kinds of triggers, and create deep, meaningful reports. We removed all the pains to provide feedback that make response rates very low. With a very clear one-click on a smiley face, which then prompts the user for a short comment many of our users see their response rate multiplied by ten.


SmileBack Features

  • 360 Degree Feedback
  • Analytics
  • Call Reporting
  • Complaint Monitoring
  • Feedback Collection
  • Survey Management

SmileBack Reviews Recently Reviewed!


Get informed about your clients, NOW!

Oct 10, 2018
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
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Pros: That it enables us to see when and where we have problems without even needing an internal Account Manager.

We are able to handle our clients when there are issues, cultivating a trust in the platform and each other to ensure things go more smoothly for each interaction.

Smileback keeps it simple and straightforward for your clients to communicate on each interaction.

Leaderboards are awesome as well!

Cons: it'd be nice to be able to cut the metrics up a little more, perhaps being able to break down clients into sections for those that are very big to gain insight on departments as well as clients.

Capterra-loader

Simple Customer Satisfaction Metrics

Oct 10, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality
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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.

SmileBack is a great solution for measuring customer satisfaction.

Oct 04, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support
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Pros: I like how it integrates into ConnectWise Manage and alerts us with each new review.

Cons: 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.

Overall: 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.

Capterra-loader

Great Design & Easy to Use!

Oct 15, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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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.

Overall: 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%!

Capterra-loader

Great Tool to measure Customer Satisfaction

Oct 04, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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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.

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

Capterra-loader

A great, simple CSAT tool to encourage feedback

Oct 05, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
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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

Overall: 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

Capterra-loader

Top of the line survey tool

Oct 10, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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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!

Overall: 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!

Capterra-loader

Constant, Realtime feedback from clients

Oct 10, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
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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.

Overall: As a business owner, I know right away when a client is unhappy. I can make certain that unhappy client is helped right away.

Smileback is excellent for providing real-time customer sentiment

Oct 04, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The real-time reporting, integration with our PSA and the benchmarking information provided.

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

Overall: 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.

Capterra-loader

We actually get feedback now that we have switched to SmileBack

Oct 10, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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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

Overall: Easy to setup and works great!

Capterra-loader

I Love Smileback

Oct 04, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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Pros: very easy to setup and use, minimal training needed to master what it has to offer

Cons: no cons, it is a great product. There is nothing like it

Overall: We use it to project overall CSAT on a dashboard via Bright gauge. We use it for reporting as well

Capterra-loader

Enjoying simple to use surveys

Oct 04, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The ability to tie into our PSA and provide simple surveys to our clients

Cons: Haven't found any yet, so far it's been pretty easy to use

Easy way to get customer feedback

Oct 04, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Easy to configure ConnectWise to automatically send out the survey to get customer feedback on service provided.

Cons: The reporting feature could be improved.

Overall: It is important to know how the customers view our service. Because the survey doesn't take much time to complete clients are more likely to complete the survey.

Great CSAT tool, and easy to implement

Oct 04, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I like that this tool was fast and easy to implement, integrating directly into my ITSM tool. It has a great interface. The reporting and metrics dashboard are very good as well.

Cons: So far there is not anything I can complain about or suggest improvement.

Overall: I have demonstrated the feedback results and dashboard to Executive Management and it was immediately accepted. They have already started discussing other use cases for the tool.

Capterra-loader

Smileback helps Orchestra Software make music for our customers!

Oct 10, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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Pros: Ease of use and instant feedback! Smileback gives us the insights we need to make our Customer Support even better.

Cons: It's not available across all our platforms...yet. We can't wait!

Overall: Smileback has breathed new life into our customer satisfaction, making it quick and easy to gather data.

Capterra-loader

Does what it says on the tin.

Oct 04, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: Straightforward to setup and almost instant feedback given on tickets throughout the day.

Cons: 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.

Overall: WE needed a way of collecting and collating customer satisfaction data as it wasn't something we were actively doing. After implementing the solution we were able to see trends and ensure we were delivering the best service we could.

Capterra-loader

Guaranteed to make you smile!

Oct 04, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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Pros: 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.

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

Capterra-loader

Great product, easy to Implement, Even easier to monitor KPIs

Oct 04, 2018
5/5
Overall

5 / 5
Ease of Use

3 / 5
Features & Functionality

5 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: The ease of implementation, simple and easy to use interface

Cons: Would like to see a few more features over control of surveys, given the way my company uses connectwise

SmileBack is a game changer

Oct 04, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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Pros: How easy it is for our clients to provide feedback

Cons: Nit picking, but reporting could be a bit better. They keep updating so I expect it to get better over time.

Capterra-loader

Get more reviews with less pain, SmileBack delivers what it promises to Eyetech Ltd

Oct 10, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: The features that are specified in the service offering correlates exactly to what it actually delivers.

Cons: The simple approach at times is foreseen to be costly when comparing the price of it.

Overall: Over the past 5 years we tried various options to get feedback from customers like including automatic survey questions and direct phone calls. The response was 1.5% or less of the sent survey questions. After we implemented SmileBack this went up to 20% in the first week.

Capterra-loader

An effective CSAT tool

Oct 04, 2018
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
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Pros: 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%.

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

SmileBack

Oct 04, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: 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.

Cons: I have not found anything at this time I do not like.

Great Tool to work with

Oct 04, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: The easiness of making use of the software and especially the end users ability to easily give feedback

Cons: nothing really at this point as we have been using for 2 months so mostly beneficial

Easy to use

Oct 04, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support
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Pros: I like the ease of use for the clients.

Cons: Nothing so far has been an issue with this product.

Overall: We can see if customers are unhappy on a case by case basis and respond accordingly.

Capterra-loader

SmileBack Noob

Oct 11, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: How easy it is to integrate. As an new user I like how intuitive the dashboard was.

Cons: Finding ways to improve response rates without becoming a nuisance.

Overall: CSAT is critical to understanding our customers perception of their interactions with our service team. I think as we work harder to improve response rates we will be able really leverage the awesome data smileback delivers.