SmileBack Reviews & Product Details

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. Review collected by and hosted on G2.com.

When viewing the reviews the dates selected has to be chosen each time. Review collected by and hosted on G2.com.

The setup is easy and took very little time. Review collected by and hosted on G2.com.

Nothing, they have a NPS tool coming out that we are excited about. Review collected by and hosted on G2.com.

Timely feedback for customer facing tickets Review collected by and hosted on G2.com.

There are no downsides to using smileback. hopefully this is 40 characters. Review collected by and hosted on G2.com.

I appreciate that you can access real time feedback that is both useful and shareable. We import that feedback on our website for social proof, so that our customers can have insight into the quality of work we do and the quality of people that we have on staff. We've always love the reporting that we get from SmileBack, but the new reporting system is top notch and hits it out of the park! Love the clear data that you are able to utilize from SmileBack. Review collected by and hosted on G2.com.

There is not much we dislike, it is an awesome platform! Review collected by and hosted on G2.com.

Its very easy to use and adjust where necessary. Support team is awesome Review collected by and hosted on G2.com.

i have not found anything to dislike about SmileBack Review collected by and hosted on G2.com.

The statistics and insight provided by issuing the customer surveys.

We send ours out with the 3 smiley faces and we've had a generally positive response with some clients responding to every request. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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! Review collected by and hosted on G2.com.

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! Review collected by and hosted on G2.com.

Simple response questions which users are more likely to respond, it's easier to choose Happy, Neutral, or Negative over rating on a numerical scale Review collected by and hosted on G2.com.

So far haven't really found any dislikes with the product Review collected by and hosted on G2.com.

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! Review collected by and hosted on G2.com.

I would love to be able to tweak the widget design more easily.

Real-time widget reporting. Review collected by and hosted on G2.com.

How easy it is for our clients to use...

Instant change in Feedback

Easy to integrate into our ticketing system

Integrates into our reporting/dashboard tool, BrightGauge Review collected by and hosted on G2.com.

Not really a dislike, but reporting could be better. They keep tweaking so I assume this will continue to get better. Review collected by and hosted on G2.com.

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%. Review collected by and hosted on G2.com.

Notes added by us to the reviews are not synchronised to our PSA - ConnectWise. This is a major oversight. Review collected by and hosted on G2.com.

Simple solutions are often the best. This one meets that criteria on both ends. User and customer. Review collected by and hosted on G2.com.

SmileBack needs to expand it's market. We have multiple divisions in different industries and both the ConnectWise and SmileBack products could double, quadruple, or even more their market share by making just a few additions to their software design to accommodate more than just the MSP/IT space. Review collected by and hosted on G2.com.

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! Review collected by and hosted on G2.com.

Honestly, have not found a single thing! Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

I can't say there is anything I don't dislike about this product. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Not a big fan of the most recent interface redesign Review collected by and hosted on G2.com.

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! Review collected by and hosted on G2.com.

Not a thing! We have had nothing but positive things to say about this product. Review collected by and hosted on G2.com.

This product is very Simple to Implement Review collected by and hosted on G2.com.

Rather than a dislike, I would like to see slightly more controls around how many reviews go out to a single client. Given the way my company uses connect wise it would be beneficial to stop this for specific category of tickets. Review collected by and hosted on G2.com.

The real-time reporting, integration with our PSA and the benchmarking information provided. Review collected by and hosted on G2.com.

We would like to be able to do a bit more to brand the buttons in our brand colours. Review collected by and hosted on G2.com.

The simplicity of the system is a key factor for us and the fact that is is easily linked into both our PSA and BI Software. Review collected by and hosted on G2.com.

It can be a little clunky amending reports. Review collected by and hosted on G2.com.

How intuitive the dashboard is designed. Very easy to get integrate and get results quickly. Review collected by and hosted on G2.com.

I would like to be able to have quick and easy solutions for getting increased response rates. Review collected by and hosted on G2.com.

I like how it integrates into ConnectWise Manage and alerts us with each new review. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

SmileBack is incredibly fast and easy to implement and solicits client feedback in a non-intrusive way. Surveys are no good if client's don't fill them out and SmileBack has solved that problem for me! We have also been able to ask permission to use positive comments form our clients on our web site using SmileBack. Having real world feedback on our service up on our site has been very valuable! Review collected by and hosted on G2.com.

We have found nothing so far that is negative. Review collected by and hosted on G2.com.

The response rates are excellent. We get responses on over half of our tickets. Review collected by and hosted on G2.com.

A little more customisation on the dashboard would be great Review collected by and hosted on G2.com.

Instant feedback, without the need for manual chasing down of clients. Review collected by and hosted on G2.com.

Easy to ignore, feel like we're doing the minimum to elicit feedback. Review collected by and hosted on G2.com.