our survey responses have more than doubled. We are now getting easily over 4 Put simply, SmileBack is one of the best services I have come across that adds so much value to our business. Highly recommended. We have excellent reviews and excellent feedback from clients who say they love the simple aspect of the surveys. . Support is very responsive The feedback provided is a motivator for everyone in the company to do the best job they can. This is a great product! We have been very happy with SmileBack. Remotely access and support any device, anywhere, any time. After moving to Nex.To, our response rate hovers around 50%, and the technicians are giddy with excitement for green smiles. This way, youre bringing responses directly into your primary workspace, so you wont need to switch between platforms. Thank you for delivering a great product! Our team loves to be recognized for excelling at doing what they love. We have been using SmileBack for a little over 2 years now and absolutely LOVE it! I think the most important factor for them is that it's quick. But after SmileBack installation and thanks to the amazing integration with CW, we managed to achieve more than 25% response rate. I submitted a review back in 9/2017 about how much we love SmileBack, but wanted to update my accolades. We use Smileback to gather CSAT information from our client base. Smileback has been one of the best (and easiest to implement) tools we've added to our business over the last few years. We've been using SmileBack for the past year. They can click one smiley and go on or leave a note if they wish. We really value the information we gain from the SmileBack surveys. The best way to get them up to speed is to onboard them before you send your first CSAT survey. Thanks for keeping us informed with new capabilities of SmileBack going forward. Our CSAT, NPS and reporting tools empower you to drive your business by making feedback abundant and actionable.We know customer satisfaction is the #1-indicator of success for MSPs, and we're the experts in the space. We use the results in all our regular client meetings as well as during our sales process. In fact, each morning we start our team huddle reading each reaction for everyone to see. Monitor and gather insights on your customer response data in real time. Delivers you the insights you need to improve your QBR process, your business and the businesses of your clients. To make the most of the SmileBack platform, lay a strong foundation so that when you build upon it, everything works as intended. Since moving to Smileback our return rates have exploded well beyond industry averages. It's great to hear clients feedback on our service. Smileback has been a great addition that has definitely help improve our managed services experience. SmileBack is a brilliant CSAT tool that is very easy to use and implement. (Now we just need API access to export the data to our data warehouse ;-) Well done! The smileback team are a pleasure to work with and always looking to innovate whilst closely listening to partners Email & Password Email Address Password Password confirmation Profile Company Name First Name Last Name Professional Title / Position See how SmileBack can work for you. Every department uses this. This is an excellent CSAT tool that leverages industry-level benchmarking. Only registered users can view documentation.After signing in, we'll redirect you back here. Only thing I would like to see different is the ability to have an NA option as we get neutrals from people because the issue resolved itself. These steps will detail out how to create a Custom Field on the Opportunity # pod. We are now easily getting 4x the number of reviews from our client over our previous product. Thanks Nex.to! There is also an awesome checkbox feature that asks reviewers if they'll allow us to share their comments on marketing materials. Getting customer feedback is essential, but it is also important to be able to relay that feedback in real time to the engineer who did the work, therefore getting instant recognition (rather than just showing them some report during a review). My only wish is that ConnectWise would open up its Survey API so results could be stored there instead of internal notes. Absolutely a great tool. It seamlessly integrates with ConnectWise and allows all of our team members and management instant feedback and reporting. Thanks Smile Back ! We really like it. We are using CSAT for more than 3 years and excellent way to get feedback from clients and gives you the tool to motivate staff to increase their performance & service delivery. Your account is setup and ready to go. Integrate seamlessly with your existing system and automate repetitive tasks. The dashboard provided by SmileBack is simple and easy to read and quickly get a handle on how we are doing. Since using Smileback our client satisfaction was increased substantially. Seamlessly puts feedback right into the ticket for advanced reporting. Understand how your customers feel about your service with a customer feedback system built on Set up is simple and the SmileBack team are super easy to do business with. We love Smileback. Search for the "Custom Fields" Table. Sign in to Resplendent Data. With an innovative, integrated, and security-centric platform, ConnectWise enables TSPs to drive business efficiency with business automation, IT documentation, and data management capabilities.. We have had the most amazing response rate, its worth every penny. When we signed up, we didn't think anyone would respond to surveys. Understanding what your clients are thinking in a one click response is invaluable. We are receiving about 2-3x the responses and the reporting abilities are fantastic. Amazing software! We got pretty good response rates when we used ConnectWise surveys (20-30%), but since changing to Nex.To our response rates can only be described as "ridiculous" (nearly 70%). We are always here to support whatever need you have. Easy interface to log in to and use and not complicated in the slightest. We'll give you a Client feedback is so important to ensure we are meeting their needs from a service delivery standpoint. If you dont set up CSAT and receive initial reviews right away, you may not understand the power SmileBack has in helping you: To access these benefits, prioritize adding CSAT into ConnectWise Manage on day one. In addition, it has generated a conversation among techs and engineers about the level of service we are providing and how to improve. This simple and inexpensive tool has allowed us to address our clients concerns more effectively. Josh Oakes, New England Network Solutions, Inc. SmileBack has been a game-changer for us from the start, for tracking CSAT. Separate to the customer response our technicians also love it with the dashboard on display. Plus, it was easy for us to implement and so easy for the customers to use. ConnectWise partners to benefit from advanced customer experience analytics as part of company's leading portfolio TAMPA, Fla., Dec. 01, 2021 (GLOBE NEWSWIRE) -- ConnectWise, the world's. SmileBack, which already has deep integration with ConnectWise Manage, will continue to be available for purchase as a standalone product. Thanks SmileBack. It was easy to setup and we get over 60% response rate on the surveys. Definitely recommend! Integrate your client-portal data for deeper reporting, enhanced automations and more marketing features. To make the most of our feedback surveys, its key to follow a few simple steps so you can set it and forget it and immediately reap the benefits. We set up the typical closed status email which included a survey link. with Google Reviews and ability to show our reviews on our site. Receive instant feedback so you can save time, optimize your service and improve your client experience. We implemented SmileBack over a year ago after learning about it at a CW User Group. See why more than 800 ConnectWise Manage companies use SmileBack Get Started Now! Smileback is by far the best solution that allows our end users to provide us with feedback, without any hassle. We love it! The setup is extremely easy and user interface clear and concise. CSAT is easy to set up and easy to use. It provides us with conversation starters, that can lead to future opportunities and lets us be a trusted resource. Only knock against SB is the need to utilize DropBox to make the integration with CW function. Integrate your data to save time on reporting and improve your client engagement to drive new business. When we relied on CWM surveys, the only people who responded to survey requests were upset clients. Smileback is an easy to setup tool that allows our clients to give that feedback with as little as one click! Valuable piece of our business I would not want to live without. This is why its critical to take your time to ensure the correct API keys are set up and validated before you move on. 3 options. Turn It is so simple to setup, modify and use. whats going well, identify areas of improvement, and separate high-value customers from the crowd. It only takes clients a few clicks to provide a response to a ticket and let us know how awesome we were or if there was an issue with the support received. Plus, I love the fact that it integrates cleanly with Connectwise, with options. SmileBack, which already has deep integration with ConnectWise Manage, will continue to be available for purchase as a standalone product. Speaking from experience of receiving email surveys that don't motivate you to click on them and even go as far as to annoy you, this one is a very user friendly and we've had a very high reaction rate. Our response rate has grown over 35%! Use the checkboxes next to the article Name to select the documents to display in a Customer Portal. Our Response rates are consistently in the 60% range. How could I not love SmileBack? It gives us some of the most important KPI data we work with. All things the built in tools are not. We couldn't be happier with the results! We have been using the CSAT since June of this year. I LOVE SMILEBACK! Great tool. Its also critical that your clients understand what SmileBack is and how it works. Use your metrics in almost anyway imaginable by linking your results between your apps with ease. Great product. We were seeing very poor participation in client satisfaction surveys in the past, mainly due to the formatting of the surveys coming directly out of ConnectWise. The acquisition will pair ConnectWise's IT solution provider software and services platform with the industry's premier customer feedback system designed specifically for MSPs from SmileBack. In addition, the team is great to work with, very responsive! KPI dashboards and reporting for real-time business insights. This takes you to the Resplendent Data Studio. Terms. This worked well. Since switching to SmileBack we have had great response from our clients and the feedback that we receive is crucial to customer satisfaction. and provide eSignature approval to shorten the sales cycle. We even offered a gift card every month in a random drawing to anyone who left a rating and then another card drawn from those who left actual feedback. Get a free consult + demo with a feedback specialist today! I highly recommend it. Garry Feldman, U.S. Computer Connection, LLC. This is one of the best CSAT tools that I've used :) Smileback is easy to set up and provides valuable client insight and accountability for our technicians. Smile Back is easy to use friendly and to the point. We had tried Surveys using various tools including the ConnectWise Survey tool and found the results disappointing, poor response rates and customer frustration when being asked to complete surveys after every ticket. efficiency. Keep your clients at ease with backup and disaster recovery you can trust. We get quite a bit of response. A must have for any MSP serious about giving a good service. We were looking for a conisstent easy way for our clients to give us feedback. For a deeper dive, read our blog post about How to Set Up Your Microsoft Teams Integration to Improve Collaboration. The reporting interface is a major step backward. This is SO GREAT! Instant feedback from our clients while they are still in the ticket moment. Smileback makes it soooo easy for a client to leave a review. It has helped provide us valuable insight into what our customers' feelings towards us are. What else do you need? We have used SmileBack (still CSAT to me) for around 2 years. Address service gaps and replicate airtight processes by identifying pain points and customer We recommend sending an email blast during kickoff that lets them know: This upfront effort will reduce confusion and drastically improve client relations and customer satisfaction. Operationally, smileback provides an excellent source to root out any instances of dissatisfaction, provide mentoring or training if needed, and repair relationships before they go sideways. Select Integration from the bar on the right side of your screen, then select API (BETA). For more information, visit ConnectWise. Went from approx 2% response rate (during a good week) to well over 25%. Have been using the service for some time and it has been great. We are relatively new to SmileBack and are seeing some really great feedback from clients. Their support is always fast and friendly. Results are immediately recorded after the client clicks the image, even if they leave no further comment. We are really looking forward to rolling out the new NPS functionality to help us drive improved Customer partnerships by keeping customer satisfaction at the core of what we do. The integration into ConnectWise allows us to ticket and manage neutral or negative responses, ensuring the client knows they have been heard and we are actively working to make their experience better. Great product!!!!! We have been overwhelmingly happy with SmileBack. Easy to set up , easy for clients to use. I wish we had this years ago! We review it as a team once a week and we take the good comments and bad comments very seriously and try to improve. HIGHLY recommend it. Support has been quick to respond and helpful. We signed up for this product early on and love it. Easy to set up, easy for our customers to use, and has given us great insight into what our customers think. Smileback is simple, effective and an absolute necessity in any service based business. End of story. Super simple tool yet so powerful. We've been using the Nex.To CSAT product since they were in beta, and could not be happier with it! 24/7/365 threat monitoring and response in our security operations center. SmileBack has extremely high response rates on ticket closures, allowing us to drive customer value by proving our work from the end-users directly. Our response rate is so much higher than the previous survey software we used, SmileBack is definitely a product we highly recommend. keeping us up on new features of SmileBack, It's been invaluable being able to know what clients are feeling about our Smileback has been instrumental in getting our heads wrapped around customer feedback. Setting up the CSAT survey is step one. ConnectWise Professional Services - Custom Reports, Dashboards, & Forms. and a brief message about your query or issue. We've used the CSAT tool for a few weeks and have received more feedback than any other related solution. Helps our team identify areas of strength and areas that need improvement. We are a smaller based IT company and want to give our clients a voice. and expand the reach of your business. Smileback has become and integral tool in our company's operation. Smileback have a great team that offer excellent service! It is simple. Only using the tool for a short amount of time we were impressed with the response rate from day 1. The CSAT survey focuses on individual ticket metrics. Seems to be pretty accurate. We bonus our techs based on the feedback we get from our clients. 24x7 Computer Network Support Services ProSight Reporting for Ticketing and Monitoring . HIGHLY RECOMMEND! We highly recommend completing these steps during the onboarding process because they will save you time and help you get the most out of our platform. We've used Smileback for over a year now. Before SmileBack, we used the built in ConnectWise ticket surveys. Directly integrate reviews into your company's Slack and use dedicated channels to analyze them live. I can't say enough about Nex.to CSAT! Without this measure, how can we better our service and understand where we are going wrong. Survey's don't have to suck and Smileback has figured out an ingeniously simple systems of getting results. See a summary of performance metrics and an aerial overview of customer sentiment with real-time analytics and dashboards. We went from a group achieving around 7/8% response rate right up to 50% in a matter of days and has been consistent ever since. Smileback is an essential part of our CSAT process. It smokes the built in reviews for CW. After publishing Nex.To in our closed ticket surveys, we instantly noticed a huge jump in our response rates. Using SmileBack has increased our overall response rate from 10-11% to over 60%. The response rate has been amazing. It gives them an open floor to express their experience and recommendations. Been using Smileback from back when it was nex.to, and it was a game changer for us. Plus, the support we receive from SB is quick and helpful. We highly recommend this product to other MSPs! We had similar issues to the other comments here - the response rate for the internal CW survey was very low. supercharge your service desk through customer feedback. This tool makes that quick and easy. The clients find the solution very easy to use and we get significantly more responses than with the ConnectWise survey. We struggled like many MSPs I'm sure to get clients to fill out post-ticket surveys. Thanks SmileBack! times the number of reviews from our clients and customers versus the previous When they really want to give feedback, it only takes a minute or two longer. We have a few rules to sort responses and let the techs know how they are doing, which they love. Scott Koopman, elevate network management llc. The feedback is valuable and key for improving overall service and client satisfaction. It is an essential component of our service delivery. We are getting actionable data in real time, and by following up promptly we are improving our service. Smileback helps us track customer satisfaction in a way that is easy and straightforward. Of those returned, it was difficult assembling good metrics for review. What we didn't expect was the positive impact it would have on our team! A long line of green faces soon raised the moral of the technical team. To access more email templates and learn more about onboarding clients, check out our article on How to increase your response rate. We then review these in TBR's which helps to ground the directors or top people since they are often focused on higher level or more pointed issues and dont understand the true day to day support we offer. We highly recommend CSAT. Create and schedule custom-branded NPS surveys. It's very easy to use and manage from an admin point of view. SmileBack is a feedback platform powered by Connectwise Manage that makes it easy to monitor client sentiment and boost satisfaction. Because of how simple it is for the clients to provide feedback we get a VERY high response rate which gives us more confidence in our numbers. Love the new integration Currently response rate is 60.5% which we are aiming to increase further In just two short months of using it we are seeing better employee engagement and greater focus on delivering a higher level of service. If you already have one generated, you may be able to skip this step. Outstanding tool and simple for our clients to give feedback on our service. Our response rate is almost 60%, which is phenomenal. It is simple for end users to use, quick, and painless. The CSAT score provided by Smileback is displayed on our website for all to see and is one of our most important KPIs each month. At Marco, we track everything! SmileBack is a difference maker. Clients very easily indicate their experience by selecting the emoticon of their choice and they can provide feedback if they'd like. It serves as a good reminder that our service is something to be proud of and that our clients truly appreciate everything we do for them. Would highly recommend. The instructions in this topic help you create ConnectWise API keys to enable communication with the Firebox, and describe how to configure configuration questions and ticket management in ConnectWise for your Firebox integration. We are getting great reports and insight into our end user's experience. By submitting this form you agree to our Terms of Service. It integrates so well into ConnectWise and BrightGauge we have multiple screens around the office with the data on it. Compared to the CW survey tool, SmileBack has been a huge success with tremendous response rates! Weve made it easy to integrate SmileBack into your existing systems. We have implemented Smileback this year and it has been so user friendly to work with and easy to interpret the results. Getting (and giving) feedback is to quick and simple. Only export to CSV. It provides valuable information for us, and is super easy to implement and just as easy to get usable data from it. How QuoteWerks Integrates with ConnectWise Manage QuoteWerks leverages your ConnectWise Contacts Automatically creates and updates Sales Opportunities Creates products in ConnectWise and attaches products to your Opportunities including Bundles We make it easy for SmileBack to become a part of your daily workflows so theres fewer barriers Receive instant feedback so you can save time, optimize your Learn We have been using this CSAT tool for nearly 3 years. and a brief message about your query or issue. Proven in satisfaction We've helped 1,000+ customers over the last five years improve their business through our customer satisfaction expertise. My techies LOVE getting smiley faces so it makes them follow procedure! more efficient. It does everything we need it to do! Great tool!! Smileback was a simple integration that provides great insight to us, gives our clients and easy and quick way to provide feedback. It has been a great tool to let the techs know when they are doing great and where they may need improvement in their customer service skills. The simplicity of the review system encourages responses and provides valuable feedback as a resource being reviewed by customers. Super easy to use and excellent support. Tixt: An SMS Integration for ConnectWise Manage (4) Thread (4) ESET Security (4) Barracuda Intronis Backup - MSP (5) CloudBerry Managed Backup (3) OpenDNS Umbrella (3) SI Portal (3) Customer Thermometer (3) Third Wall (3) Datagate (3) Perch Security Community Defense Platform (3) AutoElevate - Real-Time Privilege Management System (3) ConnectStrat In the first week of full use, we received 80 responses - it's that dramatic! Jenny. Setup was extremely simple and it's easy to review/search the report from the Nex.to CSAT portal or with our custom reports we have set up to show tickets with CSAT responses. If you are looking for a great survey tool that simply just "snaps in" to Connectwise and gets almost instant results - look no further! In the Admin portal, navigate to Knowledge Base Articles. They love the feedback and it is easy to quickly address any client issue. Let us know who you are, what system youre using We let the positives wash over us, and are immediately able to jump up and respond to all neutral or negatives. This gives our clients an additional way to let us know how they feel about the service we provide. Managed Security Solutions Provider (MSSP), Identify where you are, where you want to go, and how to get there, TSP training & professional development certifications, Build customer loyalty at every touchpoint, Leverage your customer data with our custom built service integrations, Professional services automation software, The only customer feedback system designed specifically for MSPs. Crazy easy implementation! What a great little tool - using the CW surveys we had a 10% return now using CSAT we are achieving a 50% return - no bull - a 50% return! Consistent, scalable, and high-quality help-desk services with trained technicians. We highly recommend this integration! Display your positive feedback to prove the quality of your service and inspire loyalty. Show off your NPS/CSAT scores and positive Smileback support has been responsive to any help we need. Understand how your customers feel about your service with a customer feedback system built on Customer Satisfaction(CSAT)and Net Promoter Score(NPS). That's a win-win for me as an owner! Measure your scores alongside your finance, sales and marketing metrics and produce reports in a few clicks. We have it up on multiple screens throughout the office and our team really cares about the company's score as well as their own. Smileback is probably the best CSAT integration platform out there. You can't go wrong with Smileback! 10/10 would recommend! We started out using the CW Surveys and they just weren't getting the response rate that we thought we should have. Follow these steps to set yourself up for success with SmileBack and ConnectWise Manage. This is honestly the easiest system we have worked with and the analytics are perfect. Select Documents to Display in the Customer Portal. Wicked easy to use. We tried a few other platforms prior to SmileBack but this was the best hands down! We have benefited greatly from the simplicity and increased client uptake provided by implementing Smileback. This connection, coupled with healthy incentivization tactics, is the best way to motivate employees to adopt your values as their own. For any otherquestions with this integration, please contact the Smileback team directly to resolve any issues. Increase shareholder value and profitability. There are several actions you can set up. Everything you need to protect your clients most critical business assets, Identify, contain, respond, and stop malicious activity on endpoints, Centralize threat visibility and analysis, backed by cutting-edge threat intelligence, Risk Assessment & Vulnerability Management, Identify unknown cyber risks and routinely scan for vulnerabilities, Monitor and manage security risk for SaaS apps, Provide 24/7 threat monitoring and response backed by ConnectWise SOC experts, Create, deploy, and manage client security policies and profiles, On-tap cyber experts to address critical security incidents, Guide to the most common, important terms in the industry. Highly recommended. Setup was simple and reporting/searching is very straightforward. To do this, make sure your team members understand: This tutorial will help your employees emotionally connect with your mission because they understand why it matters. Just like most everyone else, we had the automatic survey built into ConnectWise running. Greatest CSAT tool around. Additionally we use this to sell new contracts since most other providers dont take the time to show recent relevant feedback from real clients. We love SmileBack - it gives great results and the techs appreciate the comments. Angel Rojas, DataCorps Technology Solutions. Michael Silverman, Advanced Network Products. Weve made it easy to integrate SmileBack into your existing systems. We know when clients are happy or not happy with the service. In the MSP world, we often only hear negative feedback when giant issues occur. They moved it to "pull downs" on the left side that is such a pain. #Collectingfeedback. It's genius to have just three smiley faces as required, and any additional feedback as optional. Since implementing SmileBack (back when they were Nex.to), we have been leaning heavily on it. Thank you Nex.To for providing such a simple yet effective product. This properly sets expectations, which works to increase your response rate. Are you happy? Staff get motivated from seeing great feedback from clients and learn to correct the service le from negative feedback. Having this IMMEDIATE feedback loop in place has allowed us to demonstrate value to all of our customers. Create an API Member in CloudRadial Navigate to Partner > Settings. SmileBack is the only customer feedback system designed specifically for MSPs, and focused exclusively on customer satisfaction. ORLANDO, Fla. (November 9, 2022)-- Today, at IT Nation Connect, ConnectWise, the world's leading software company dedicated to the success of IT solution providers (TSPs), shared insights on the unique challenges TSPs face in today's everchanging technology environment.The company, poised to help bolster managed service providers (MSPs) and small businesses through uncertainty, announced a . Smileback has been instrumental in gathering more feedback from customers on the service that we render to them, especially the positives. We went from about 2 responses a year to 8 responses on the first day. We couldn't be happier! SmileBack has been the best thing we've ever added to our company. What a way to ruin a product interface. Tyler Edison, Advanced Business Solutions. Over 50% of our poor feedback is caused by communication issues that were avoidable. We've also discovered an unexpected side effect that the engineering teams get an emotional boost when we review the reports at engineer meetings. to you about your concern or question. The implementation was very easy, and the clients really responded well for us. There is no contest. See All Cybersecurity Management solutions >>, All Unified Monitoring & Management solutions >>, Read more real-life partner success stories >>. We were looking for a way to quickly gather feedback from clients and get an understanding of how they were feeling about our support and services. We've been using them for a while, and not going anywhere. Last but not least, great support! Working with Leo to get everything setup was a breeze and their support so far has been very responsive. Would definitely recommend it. SmileBack is the only customer feedback system specifically designed for MSPs and focused exclusively on customer satisfaction. Smaileback is very easy to use and was configured within a matter of minutes. We were able to see what made the clients unhappy and because of this we changed the way we processed tickets and our Satisfaction rate just keeps going up :). Get Smileback now.. We get information on customer satisfaction quickly and are able to draw immediate attention to anything that requires escalation Better integration with CW will make both products a need to those in need of a PSA System. Everything you need to know - from our experts. It's a really super simple and easy way to collect and manage reviews both negative and positive from our clients! We are looking forward to seeing how this tool develops! Your account is setup and ready to go. We use it as an opportunity to reach out to our clients, to maximize the level of service we can provide to them. Reduce the options by selecting the "My Opportunities" Screen. Start utilizing the power of your customer data, with our custom built service integrations. Smileback is exactly the CSAT info we need. Theyll then feel empowered to do a job well done, excited to help their coworkers out, and enjoy a more positive and empowering work culture. The process is so simple for our client to provide feedback and the integration with CW makes it even better. This is how you actually start serving the Customer Satisfaction (CSAT) survey out to customers. Only registered users can write reviews.After signing in, we'll redirect you back here. shortly to book a time for your personalized demo. SmileBack integrates with BrightGauge and combined with manage gets us the information we need to understand our client satisfaction. Skip to main content Contact Us Sign In SOLUTIONS CSAT survey tool is real easy to implement and use. :), Jason Pitcher, Advanced Business Solutions. Great tool! It had a great header option to click on the filters you wanted. To make the most of your data, the next step is leveraging powerful automation to perform actions for you. Better still the low barrier for entry to submit a survey means our customers are more likely to let us know when something hasn't gone quite right, allowing the leadership team to respond quickly to address customer concerns and implement service or process improvements. Julee Carlson, Complete Healthcare Solutions, Inc. We have been using SmileBack for a bit less than a year now and it is a positive addition to our company. Fonctionnalits, avis, notes, prix (type d'abonnement et de licence), spcifications, intgrations, captures d'cran, vidos et plus encore. The unmatched flexibility of the ConnectWise platform fuels profitable, long-term growth for our Partners. Webinar: SmileBack for Autotask - NPS and other new features. Every time you get a CSAT response in SmileBack, the rating and comment will automatically get pushed to the existing Survey tab in the original ticket in ConnectWise Manage. The minute that we instituted Smileback at what became my company I sold, it produced inarguable results that boosted our position with our customers by providing feedback from staff at customer locations. SmileBack is wonderful. Very easy to set up and the response has been huge! SmileBack is simple and effective to gather immediate client feedback. It has allowed my Service Teams to identify and focus upon customer improvement opportunities. From our testing of the other products its also less clicks for the customer. In short, CSAT is an amazing product with a good team behind it. The simplicity from leaving the actual feedback for our customers right through to the integration with BrightGauge and how we present it to our staff has literally has transformed how we deal with feedback in our business. Staff get motivated from seeing great feedback from clients and learn valuable lessons from negative feedback. We have also developed KPIs for our staff based on reporting from it. SmileBack - ConnectWise Home SmileBack SmileBack Documentation Collections Getting Started Discover the tools you need to implement SmileBack Processes in SmileBack Gain a comprehensive understanding of all the processes in SmileBack Manage Your SmileBack Account Learn fundamentals, two factor authorization, and how to start navigating SmileBack. All Rights Reserved. We implemented SmileBack a couple of months ago and the results have been really amazing. Set posts and channels In Crewhu, go to Setup > Integrations and locate the MS Teams section: 1- Post Caf Messages: In this subsection, is possible to select separated channels for the posts of automated badges for positive surveys, recognition badges and messages sent on the Caf feed. At the close of every support ticket, youll receive an email with a one-question survey that takes less than a minute to complete. wins, fast. We started with a dismal score in the 70's but we challenged our team to improve and within months we got to a level of 94%, above the benchmark, and we've stayed there. Whats more, you wont be able to successfully run automation down the line if theres an error with the API key authentication. Adoption by clients surprisingly easy and even after 2 years of use we are still over 50% responses on closed service requests. Learn more about SmileBack athttps://www.smileback.com/, Rated 5 stars // 14-day free trial // 60-day money-back guarantee. Great job SmileBack! It's very useful for seeing customer service trends in real time. Our users actually use this. You don't customize the questions, you don't bombard with a huge survey. We have tested other solutions but SmileBack has been the easiest to implement and integrates great with ConnectWise! As a manager I would always receive the negative feedback from a client, but never saw any positive. Its always up on one of our TVs so we can all see how great we are doing! We get fast results upon which we can make decisions and our partners get a great and seamless experience. Your data is kept secure with 128-bit encryption and never shared with third parties. Monitor and manage your clients networks the way you want - hands-on, automated or both. I see our team regularly checking the big screen on our wall with all of the reviews and comments. The team is very responsive and highly supportive, the portal, the way it works and the reports all just makes perfect sense. What an amazing product and company! Read below on how to connect your CloudRadial account with SmileBack. supercharge your service desk through customer feedback. Smileback has been such a great addition to our company. It definitely fills in the gaps in the built-in CW survey system. SmileBack | Integrations Your service desk simply works here We've made it easy to integrate SmileBack into your existing systems. The approach of "click a smiley' makes it so easy for an end user to give us feedback that our participation rate has gone through the roof. Thank you for making it as seamless as possible! Getting feed back could not been easier. Enter a name and description for the connection. It gives them real time analytics into our service performance and keeps everyone accountable for their service tickets. It gives us insight on how our team is doing with clients and allows us to respond quickly when we haven't met a client's expectations. We'll give you a Our current response rate is over 61% which is awesome! personalized demo and show you how SmileBack can One of our people will be reaching out to you shortly to talk It has been quickly adopted and we are seeing improvements in people responding so it great. Solve staffing issues with managed services to support your team and clients. We heard of CSAT from HTG peers and gave it a shot. 24/7/365 network operations center of expert technicians at your service. is simply sign in and youll be receiving useful feedback and metrics in no time. It is a low cost, simple to use CSAT tool that every service company should have and promote to their clients to use. First, the clients love it - if they're in a hurry, it's simple to click 1 of the 3 buttons and move on. 10/10 would integrate again :), Mike Lidke, IT Solutions of South Florida. SmileBack helps you build customer loyalty at every touchpoint. 2020 ConnectWise. The peer leaderboard available to us as an HTG member is awesome because it brings out the competitive side of our techs. The CSAT feedback tool is imperative to measuring the service which we provide. Luis Alvarez, Luis Alvarez, Alvarez Technology Group, Inc. We switched to SmileBack from the internal CW surveys almost two years ago and it's been awesome. The folks from Nex.To made the setup process extremely easy, and helped us with BrightGauge integration as well. Signup - SmileBack Start your free 14-day trial Start receiving valuable customer feedback in a matter of minutes. One of our feedback specialists will be reaching out to you Clients are asked How did we do on this request? and click on a happy, neutral, or sad face to answer: Getting your first reviews allows you to see valuable feedback firsthand, while simultaneously building a direct line to customers. for MSPs, and focused exclusively on customer satisfaction. If there was a buy now link, you should click it. You must be signed in to the ConnectWise University to continue purchase.After signing in, we'll redirect you back here. All the public knowledgebase articles from your ITBoost account are displayed. Darrin LeBlanc, Performance Enhancements, Inc. Sync and store your customer feedback data, based on a schedule that works for your business. We were recently faced with a challenge in routing because of some internal structure changes, but the team rallied & found us an awesome solution!! Simplicity for customers also greatly increases response rates to help maximize client feedback. Before SmileBack, we hardly ever had anyone submit feedback, now It is like a living breathing entity. When customers can easily and quickly tell you how satisfied they are with your service, you'll gain insightful metrics that can help reduce churn. Reporting is also an amazing feature. Direct to the point. Feedback is very important in our industry. Following ConnectWise UK Partner Conference, we started a 2 week trial of CSAT, up and running within 15mins. Connect and transform datasets quickly and at scale, building robust data pipelines that help drive deeper insights. Manage statistics in one place, see your feedback alongside your KPIs from revenue to open tickets. Integrates with Brightgauge. It's an invaluable tool for keeping our clients happy! The team loves the affirmation.. Loved by our technician and has created a competitive spirit within the team as well as promoting a customer service culture. We tried two other CSAT tools before SmileBack and they did not even come close to being as good or easy to use. Manage statistics in one place, see your feedback alongside your KPIs from revenue to open tickets. NEX.TO did it again with CSAT. The UI within Nex.To is simple and easy to use and provides a good dashboard for our clients to see when visiting our service desk as well. Highly recommended! I find it interesting that several our clients like to start our recurring coaching calls by showing of their improving results in the CSAT reporting interface! Thanks Smileback! We were able to tailor this to our needs with the help of the awesome support staff at SmileBack. This product is a critical tool for our company. SmileBack integration with Connectwise is great. Thank you! Easy to use for clients with simple one-click reviews allows high response rates. Prior to implementing CSAT, we were receiving approximately 95 surveys a month. Stay in control with SAML-based SSO and security and privacy controls built into every layer of Domo's platform, along with compliance certifications including SOC2, HIPAA, and GDPR. We now not only have great feedback on our staff we also have great marketing material as well. Kaseya VSA et Zoho Assist : comparez rapidement les alternatives. The setup took less than 2 minutes. We've been using Smileback for over a year. Best review software we've used. With positive comments for marketing; high level of positive reactions to help sales; the boost to the team: it was a no brainer to move forward with the purchase. In 2016 we had a response rate of 34%. Automatically get updated customer feedback to share with your team or a direct channel for actioning. We have been using SB for almost a year now. SmileBack works well for us. We get over 60% response rate which makes this tool the best feedback tool that we have used. Response volume is consistent and customer satisfaction is up 5 points from 93 to 98. Loyal customers and promoters can be key players in business growth and success. The technicians see the contact / client, ticket number, summary, and their CW username with each response. :-). We have an amazing response rate using this easy system that allows our customers to give the feedback we need to improve our customer service. The latest update is awful. We LOVE SmileBack and what's more, so do our clients. I would absolutely recommend this product. Six months and 1300 responses in, we hover around 65% response rate and the interface is very intuitive. Easy to setup our clients got right on board with leaving feedback and we integrated the reviews and CSAT score right into our website. SmileBack is easy to implement and easier to use. There is no bloat, no confusing dashboard. Click here to create an individual user login to an existing company account instead. What is SmileBack? This is one of our better add ons for our business. We absolutely love it. We have been using it for a few years now and it makes it really easy for people to leave us information. We orginally decided to try the SmileBack tool for the purpose of quality control and making sure our tickets were being processed properly. We love it. So easy. #Collectingfeedback. This is super effective compared to the less integrated method we were using before. Additionally, the reporting is outstanding; either per client or per engineer. For any Authorize or Purchase request you need to include two fields which tell Spreedly a little bit more about the nature of the transaction. Click on Add API Key. It is by far the best service we have reviewed for customer feedback on service tickets. Definitely recommend! businesses to collect and take action on user feedback. They love a simple way to leave us feedback with a one-click survey. Both fields are required for Spreedly to populate requests to your payment gateway with the necessary stored credential fields. Select the one that best represents your experience to let us know how we did. Simple for the ones giving feedback but with advanced features for us that are receiving them! TAMPA, Fla., Dec. 01, 2021 (GLOBE NEWSWIRE) ConnectWise, the world's leading software company dedicated to the success of IT solution providers, today announced it has acquired SmileBack, a customer experience solution provider.The acquisition will pair ConnectWise's best-in-class IT solution provider software and services platform with the industry's premier customer feedback system . They've figured out an ingeniously simple system of getting results.. Response rates are very high so we can rely on the data. That only happened because the system gives you quick and effective feedback from your clients. The documentation was clear and the integration was minimal. Whereas some CSAT tools request so much of the user that they ignore it entirely, SmileBack gives them an option of providing a very quick response, and then adding comments if they want. Powerful reporting in the backend allows for slicing and dicing the data. CSAT + NPS tools help IT professionals collect, report and act on customer feedback. This has been great to help us get a better pulse on our client and their experience with all of our interaction. For our IT service division, SmileBack has made this process SO simple. It gives our clients a way to provide appreciation and feedback, and it gives our techs encouragement and direction for areas to improve. Also very benefitial in motivating staff to get a good rating. SmileBack, So glad that we signed up for this service. Highly recommended! CSAT is our go-to tool for clients and team members. This CSAT tool simplified our survey process and made it so easy to receive client feedback. We review customer comments in our weekly IT staff meetings. Segment, filter, and use tags to better understand your business and tailor your services to your clients unique needs. In addition, ConnectWise intends to immediately expand and broaden the integration of SmileBack capabilities into the new ConnectWise Asio platform. your existing systems. A must have tool for todays MSPs. How to set up SmileBack with ConnectWise Manage. One of our feedback specialists will be reaching out to you service and improve your client experience. ConnectWise, a software company dedicated to the success of IT solution providers, has acquired SmileBack, a customer experience solution provider. Its a great way to gauge where we are with clients as well as have a little in-house competition. Part 1: ConnectWise Manage Custom Field Setup. Collect and analyze survey responses to improve your quality of service and operational We had very little engagement with the old CW surveys but we've had a ton of great engagement with Smileback. We went from a 2% response rate to over 45% response rate and a net CSAT of 95.1. Thanks for making the CSAT tool so easy! 2022 ConnectWise, LLC. Show off your CSAT / NPS scores and positive customer reviews in real-time to boost your credibility and generate new leads. Professional services automation designed to run your as-a-service business. Customer comments are often heartfelt, encouraging, and sometimes hilarious. The number of surveys returned today is ten-fold what it was prior to us using SmileBack, and we couldn't be happier. Technical expertise and personalized support to scale your staff. It is easy for the client and it integrates well into our account management process. Dave Mulvey, Advanced Network Products Inc. David S. Mulvey. Take SmileBack for a 14-day test drive and start collecting valuable feedback that you can act on. SmileBack has elevated our response rate drastically after a struggle of more than six years to get to at least 2% using various tools. The extra few clicks was apparently the roadblock keeping our clients from sharing their satisfaction with us. Read our Help Center article to learn more about setting up Automations for Connectwise Manage. This tool shows how much positive feedback your team is generating. The couple of times we have had an issue, the SmileBack support team has been quick to assist and resolve. customer satisfaction expertise. PR Contact: It was super easy to integrate and the data is invaluable in measuring our various customer service metrics. Great product. Positive reinforcement for our Help Desk staff is outstanding! SmileBack is the most simple and convenient tool I have encountered. Employees take pride in their CSAT score/reviews and has helped boost our CS just by having it available and displayed publicly. Simple to set up and use, highly recommended. It has come in handy at quarterly meetings to show clients how their end users have rated our service. Great CSAT tool. The automation rules built in make it easy to post positive comments directly in to slack for team members to see as well as alert team leaders to potential issues improving CSAT and employee coaching. A feedback tool that your clients actually enjoy using How can you beat that? Tell us a bit about yourself. We recommend SmileBack to anyone that wants better feedback and a super easy way of tracking it. Awesome feature. The Smileback tool allows us to receive and monitor client feedback. With It's colorful - visual, which gets our customer's attention SmileBack has been invaluable in improving and maintaining our positive company culture. This tool works and customer use it. Its so easy to use for our clients and we now have a way to capture feedback from our clients. Highly recommend it! If you want to add your snippet to individual service boards, follow these steps: In ConnectWise Manage, go to System and then Setup Tables Find and open the Service Board table Select the service board where you would like to add the SmileBack survey Go to the Statuses tab The product continues to evolve & the portal provides more clarity into survey responses than before. Green Smiley face here! Conversations with the engineering team that drive behavioural changes are easier when we present them with empirical data. The SmileBack Portal is very intuitive and easy to use. In ConnectWise, navigate to System > Security Roles and select the role used for CloudRadial. SmileBack offers simple integration and a customer friendly experience. and identify opportunities for growth and improvement. At Sea-Level Operations, we coach operations for over 100 MSPs. Fantastic tool that increased our response rate enormously. Kevin Coddington, Advanced Business Solutions. Automatically get updated customer feedback to share with your team or a direct channel for actioning. If you are thinking about switching, don't wait, make the move and you won't regret it. We did a bit of promotion for the first few months by offering a lucky draw to customers externally and top rated engineer internally. Better yet, it is easy for the client to use and we have been receiving a surprising amount of feedback participation from everyone we send surveys to. And, getting a lot more comments from our clients too, which is great feedback to our team The built in reports are simple to use and generates customer facing reports in seconds. Typical reporting solutions for ticketing and IT monitoring provide a wealth of information, but they often . Navigate to the Integrations page in Resplendent Data. These insights help us provide a consistently positive service and experience. Smileback has a survey too - give it a go! The feedback is valuable and key for improving overall service and client satisfaction. The app is easy to set up, simple to use and the Reviews screen is layed out in a way that is easily displayed on a screen within the office so everyone can track their own personal performance. This has improved our understanding of perception from a client facing perspective allowing us to adapt our methodologies and communication internally and externally. Love the simplicity of the faces and as a user who gets quite a few surveys there's nothing quite like Smileback. In addition, the surveys are easy for clients to provide feedback and any support that I have ever needed from SmileBack has been super prompt and helpful. The simplicity really encourages clients to give their feedback. 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