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About SmileBack
SmileBack is a customer management software that helps businesses capture feedback to improve customer loyalty, engagement, retention rate and more. The platform works with various business platforms such as ConnectWise, Zendesk, Freshdesk and Autotask.
SmileBack allows organizations to receive push alerts for customer testimonials or negative reviews, send emails to marketing teams and re-open tickets to resolve customer queries. It offers a host of features including review management, website widget, white-glove onboarding, automatic notifications and more. Marketers can filter reviews by ticket status, agent or customer and cross-reference data to analyze the performance of agents and customer satisfaction rate.
SmileBack allows managers to view recent reviews, comments, monthly trend and other metrics via a dashboard. It also supports integration with various third-party applications including Slack, Dropbox, Zapier and more. Pricing includes annual/monthly subscriptions and support is extended via phone, email and other online measures.
SmileBack pricing
SmileBack does not have a free version but does offer a free trial. SmileBack paid version starts at USD 99.00/month.
Starting Price:
USD 99.00/month
Free Version:
No
Free trial:
Yes
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SmileBack Reviews
Feature rating
5 reviews of 33
View all reviews
Jared
- Industry: Information Technology & Services
- Company size: 11–50 Employees
- Used Daily for 2+ years
-
Review Source
5
Reviewed on 10/10/2018
Simple Customer Satisfaction Metrics
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.
Jennifer
- Industry: Information Technology & Services
- Company size: 11–50 Employees
- Used Daily for 2+ years
-
Review Source
5
Reviewed on 15/10/2018
Great Design & Easy to Use!
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%!
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.
Verified Reviewer
- Industry: Management Consulting
- Company size: 2–10 Employees
- Used Weekly for 1-5 months
-
Review Source
3
Reviewed on 22/03/2022
Value for price
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.
Curtis
- Industry: Telecommunications
- Company size: 201–500 Employees
- Used Daily for 1+ year
-
Review Source
5
Reviewed on 04/10/2018
Great Tool to measure Customer Satisfaction
We have realized a 20-30 percent increase in responses on surveys after we switched to SmileBack!
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.
David
- Industry: Information Technology & Services
- Company size: 11–50 Employees
- Used Daily for 2+ years
-
Review Source
5
Reviewed on 05/10/2018
A great, simple CSAT tool to encourage feedback
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
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
