15 years helping British businesses
choose better software

What is SmileBack?

We know customer satisfaction is the #1-indicator of success for MSPs and helpdesks, and we're the experts in the space. SmileBack's CSAT, NPS and reporting tools empower you to drive your business by making feedback abundant and actionable.

Our products will not only dramatically increase the amount of feedback you receive, but also help you analyze and take meaningful action from it in order to improve customer retention and market to new opportunities.

Who Uses SmileBack?

Our customers are users of helpdesks, this includes outsourced helpdesks such as MSPs but also the broader helpdesk space, where the helpdesk supports a business, rather than is the business.

SmileBack Software - SmileBack Dashboard
SmileBack Software - CSAT Survey Email
SmileBack Software - Client reports
SmileBack Software - Website widget
SmileBack Software - NPS Survey Email

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Reviews of SmileBack

Average score

Overall
4.9
Ease of Use
5.0
Customer Service
4.8
Features
4.7
Value for Money
4.7

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001

Find reviews by score

5
91%
4
6%
3
3%
Jared
Jared
NOC Manager in US
Verified LinkedIn User
Information Technology & Services, 11–50 Employees
Used the Software for: 2+ years
Reviewer Source

Simple Customer Satisfaction Metrics

5.0 6 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.

Verified Reviewer
Verified LinkedIn User
Information Technology & Services, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source

SmileBack is a great solution for measuring customer satisfaction.

5.0 6 years ago

Comments: 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.

Verified Reviewer
Verified LinkedIn User
Management Consulting, 2–10 Employees
Used the Software for: 1-5 months
Reviewer Source

Value for price

3.0 2 years ago

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.

Jennifer
Jennifer
Web Developer & Designer in US
Verified LinkedIn User
Information Technology & Services, 11–50 Employees
Used the Software for: 2+ years
Reviewer Source

Great Design & Easy to Use!

5.0 6 years ago

Comments: 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.

Curtis
Curtis
Technology Services Supervisor in US
Verified LinkedIn User
Telecommunications, 201–500 Employees
Used the Software for: 1+ year
Reviewer Source

Great Tool to measure Customer Satisfaction

5.0 6 years ago

Comments: 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.