SmileBack

What do you like best?

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!

What do you dislike?

Would love to see more reporting options.

Recommendations to others considering the product:

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.

What problems are you solving with the product? What benefits have you realized?

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.