SmileBack Reviews

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.

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.

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.

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.

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

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!

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.

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

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

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

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.

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.

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.

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!

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.

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.

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

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.

Pros

Easy to implement and works great with Brightgauge. Very pleased with this product.

Cons

Nothing. This is a pretty straightforward product.

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.

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.

Pros

Timely responses to customer issues. This was problematic before.

Cons

There are no cons to using Smileback. None.

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.

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.

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.