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SmileBack Pricing, Features, Reviews and Alternatives

SmileBack product overview

What is SmileBack?

SmileBack is the only customer feedback system specifically designed for MSPs and helpdesks, and focused exclusively on customer satisfaction. Our CSAT, NPS and reporting tools empower you to drive your business by making feedback abundant and actionable.

Key benefits of using SmileBack

• Instant Feedback:
Get instant reviews and critical client comments by triggering one-click surveys at the close of every ticket and schedule recurring surveys to better understand customer loyalty

• Analysis + Reporting:
Easily monitor customer sentiment with real-time dashboards in order to gather insights and create custom reports for your clients

• Take Action:
Showcase your responses by turning comments into client testimonials and set up workflows to instantly respond to issues

Typical customers

Freelancers
Small businesses
Mid size businesses
Large enterprises

Platforms supported

Web
Android
iPhone/iPad

Support options

Email/Help Desk
Chat
Knowledge Base
Phone Support

Training options

Webinars
Live Online
Documentation
Videos

SmileBack pricing information

Value for money

4.7

/5

32

Starting from

$

83

/momonth
Per Feature

Pricing options

Free plan
Subscription
Free trial
Pricing range

Value for money contenders

SmileBack features

Functionality

4.7

/5

32
Total Features39 2 categories

Most valued features by users

Reporting/Analytics
Reporting & Statistics
Alerts/Notifications
Activity Dashboard
Customer Database
Surveys & Feedback
Trend Analysis
Labor Cost Reporting

Functionality contenders

SmileBack users reviews

Overall rating

4.9

/5

32

Positive reviews

100%

Write a review
Rating breakdown
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9.56/10
Rating distribution

5

4

3

2

1

30

2

0

0

0

Pros
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.

AR

Anonymous Reviewer

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

AM

Andrew M.

It's nice and easy to use, both from our and customers' perspective.

Tony S.

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

Susan A.

I have not yet found anything about the software that I dislike.

PW

Pamela W.

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

Patrick C.

Overall rating contenders

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Simple Customer Satisfaction Metrics

Reviewed 3 years ago
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.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

SmileBack is a great solution for measuring customer satisfaction.

Reviewed 3 years ago

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.

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 Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

Enjoying simple to use surveys

Reviewed 3 years ago
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

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

Great Design & Easy to Use!

Reviewed 3 years ago

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.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Great Tool to measure Customer Satisfaction

Reviewed 3 years ago

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.

SmileBack FAQs and common questions

SmileBack has the following pricing plans:
Starting from: $83.00/month
Pricing model: Subscription
Free Trial: Available


SmileBack has the following typical customers:
Large Enterprises, Mid Size Business, Non Profit, Public Administrations, Small Business


SmileBack supports the following languages:
English


No, SmileBack does not have an API available.


SmileBack integrates with the following applications:
Kaseya BMS, Dropbox Business, Zapier, Microsoft Teams, Freshdesk, Slack, ConnectWise Manage, Autotask, Zendesk


SmileBack offers the following support options:
Email/Help Desk, Chat, Knowledge Base, Phone Support

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