SmileBack Reviews

Bit-Wizards has been using the SmileBack service for a short while. At the time of this review, we have been utilizing the tools for about two months. Our Managed IT Services (MITS) line of business uses AutoTask for ticketing, projects, and billing, and originally we wanted to use the AutoTask thermometer tool as a CSAT tool. It made sense at the time because we were already paying for it, so why not? We learned very quickly that this tool does not work the way I specifically wanted it to work. What I needed was CSAT tool that would show the rating icons in an email when a domain has not been added as a safe sender, I needed the ability to update a review if it was filled out in error, and I needed the ability to pull metrics and seamlessly build reports. AutoTask has not been able to accomplish any of those things. However, SmileBack has. I discovered SmileBack and pushed for a demo and I am happy I did. I am not utilizing everything there is to offer, but I am getting there. I plan to integrate SmileBack with our BrightGauge and I am very satisfied with how easy the tool is to use and the user-friendly management portal. Customer service has been exceptional (Rory was my "sales rep") and I love that SmileBack is continuously pushing out new features and training opportunities. My job revolves around operations and client satisfaction and SmileBack is making my job (which is super stressful, thankyouverymuch) easier. Seriously, I'm a tough critic. I am very happy. Keep up the great work!

Would love to see more reporting options.

I would love to see customizable feedback icons (really, the only thing we liked from Customer Thermometer) and customizable widgets and more detailed reporting options. I like the current KPI's and I don't know exactly what I would want to see more of, but I know I like reporting and data/statistics are helpful.

The first problem was not knowing how our clients feel about us. I know what our primary points of contact think, but I did not know what the individual end-user thought after we were finished taking care of their IT issues. I wanted a seamless way to gather feedback without asking our clients to put forth much effort. We get a ton of feedback, our clients are clicking and leaving feedback and it's accomplishing what I originally wanted. Now, moving forward I would like to figure out how to use this information to help my team and provide an even better service to our clients.

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.

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

When/if there is a dissatisfied client I am aware of it immediately and can reach out to find a resolution. This has greatly improved the opinion of our customer support. Our clients have stated "It is nice to know that we are being heard."

Timely feedback for customer facing tickets

There are no downsides to using smileback. hopefully this is 40 characters.

It works

we get immediate feedback upon ticket resolution, a process that used to take weeks, long after it was too late to course correct.

The setup is easy and took very little time.

Nothing, they have a NPS tool coming out that we are excited about.

I wanted to get feedback from our clients on how well we are taking care of them. I didn't think anyone would fill out the surveys, but we get over 60% response rate.

Its very easy to use and adjust where necessary. Support team is awesome

i have not found anything to dislike about SmileBack

go for it!!

we are getting much better feed backs from clients as its easy to use

How intuitive the dashboard is designed. Very easy to get integrate and get results quickly.

I would like to be able to have quick and easy solutions for getting increased response rates.

We are working on building strong relationships with clients and we need actionable data on their perception of quality with regards to technical support staff interactions.

Smileback has simplified our CSAT experience for both internal and external users. We love seeing instant feedback and being able to review together as a team has helped us understand what we can do better. Bonus you ask? Getting to send kudos to the team on a daily basis when reviews come in. Love it!

That we can't immediately integrate Smileback with our other platforms for a consistent user feedback experience across our departments. We're ready for it!

We are now able to gain key performance insight for our Customer Support team on a consistent basis. Team morale is up and customers are responding 5x more than they were before. It's amazing to get closer to improving ourselves while continuing to help our customers make great craft beverages.

Quick, easy surveys have tremendously increased our response rate from other platforms that we have used in the past. We are averaging an almost 60% response rate!

Not a thing! We have had nothing but positive things to say about this product.

We have used this as a motivator for our team. The technician with the highest number of responses are rewarded monthly......driving competition within the team.

Hard to choose - TWO things: 1.) I like that this solution is set it and forget it. It just works. 2.) It integrates with our other software, ConnectWise Manage and Brightgauge. Win-win!

Honestly, have not found a single thing!

Gauging client satisfaction and showing that proof in their monthly executive summary. We can now correlate the trends in feedback to our service numbers (ticket count and avg time to resolution) - it's impressive

It's so easy to use! Not just by our clients, but also from the admin side. When a ticket is closed the person who raised the support issue gets an email = 3 faces and ability to comment, we have increased our customer satisfaction response rate 1000% since using this product. We use the comments on our social media. And take reports to our main contacts on account reviews. All helps with the building of a strong relationship.

I can't say there is anything I don't dislike about this product.

Customer satisfaction survey, for clients using our helpdesk for support. Its created a positive competition amongst our technical team, who receive a weekly report on who got what responses. We show a live feed on our website, encouraging other potential clients to join us. The not so positive feedback has helped us improve processes and procedures.