--- description: Review of SmileBack Software: system overview, features, price and cost information. Get free demos and compare to similar programs on Software Advice New Zealand. image: https://gdm-localsites-assets-gfprod.imgix.net/images/software_advice/og_logo-55146305bbe7b450bea05c18e9be9c9a.png title: SmileBack | Reviews, Pricing & Demos - SoftwareAdvice NZ --- Breadcrumb: [Home](/) > [Customer Experience Software](/directory/4574/customer-experience/software) > [SmileBack](/software/145171/smileback) # SmileBack Canonical: https://www.softwareadvice.co.nz/software/145171/smileback Page: 1 / 3\ Next: [Next page](https://www.softwareadvice.co.nz/software/145171/smileback?page=2) > SmileBack is a customer management software that helps businesses capture feedback to improve customer loyalty, engagement, retention rate and more. The platform works with various business platforms such as ConnectWise, Zendesk, Freshdesk and Autotask. SmileBack allows organizations to receive push alerts for customer testimonials or negative reviews, send emails to marketing teams and re-open tickets to resolve customer queries. It offers a host of features including review management, website widget, white-glove onboarding, automatic notifications and more. Marketers can filter reviews by ticket status, agent or customer and cross-reference data to analyze the performance of agents and customer satisfaction rate. SmileBack allows managers to view recent reviews, comments, monthly trend and other metrics via a dashboard. It also supports integration with various third-party applications including Slack, Dropbox, Zapier and more. Pricing includes annual/monthly subscriptions and support is extended via phone, email and other online measures. > > Verdict: Rated **4.9/5** by 35 users. Top-rated for **Likelihood to recommend**. ----- ## Quick Stats & Ratings | Metric | Rating | Detail | | **Overall** | **4.9/5** | 35 Reviews | | Ease of Use | 5.0/5 | Based on overall reviews | | Customer Support | 4.8/5 | Based on overall reviews | | Value for Money | 4.7/5 | Based on overall reviews | | Features | 4.7/5 | Based on overall reviews | | Recommendation percentage | 90% | (9/10 Likelihood to recommend) | ## About the vendor - **Company**: ConnectWise - **Location**: Tampa, US - **Founded**: 1982 ## Commercial Context - **Starting Price**: US$99.00 - **Pricing model**: Flat Rate (Free Trial) - **Pricing Details**: Pricing is based on the total number of your staff that are working on your service tickets. - **Target Audience**: 2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000, 5,001–10,000, 10,000+ - **Deployment & Platforms**: Cloud, SaaS, Web-based - **Supported Languages**: English - **Available Countries**: United States ## Features - API - Activity Dashboard - Alerts/Notifications - Customer Database - Customer Segmentation - Customisable Reports - Dashboard - Engagement Tracking - Feedback Management - Negative Feedback Management - Performance Metrics - Predictive Analytics - Real-Time Analytics - Real-Time Notifications - Real-Time Reporting - Reporting/Analytics - Sentiment Analysis - Survey/Poll Management - Surveys & Feedback - Trend Analysis ## Integrations (11 total) - Autotask PSA - BrightGauge - CloudRadial - ConnectWise PSA - Dropbox Business - Freshdesk - Kaseya BMS - Microsoft Teams - Slack - Zapier - Zendesk Suite ## Support Options - Email/Help Desk - Knowledge Base - Phone Support - Chat ## Category - [Customer Experience Software](https://www.softwareadvice.co.nz/directory/4574/customer-experience/software) ## Related Categories - [Customer Experience Software](https://www.softwareadvice.co.nz/directory/4574/customer-experience/software) - [Customer Satisfaction Software](https://www.softwareadvice.co.nz/directory/4627/customer-satisfaction/software) ## Alternatives 1. [SurveyMonkey](https://www.softwareadvice.co.nz/software/157864/surveymonkey) — 4.6/5 (10427 reviews) 2. [Trustpilot](https://www.softwareadvice.co.nz/software/364802/trustpilot) — 4.5/5 (1202 reviews) 3. [Jotform](https://www.softwareadvice.co.nz/software/433821/jotform) — 4.7/5 (2794 reviews) 4. [LiveAgent](https://www.softwareadvice.co.nz/software/109980/liveagent) — 4.7/5 (1753 reviews) 5. [Survicate](https://www.softwareadvice.co.nz/software/31821/survicate) — 4.6/5 (99 reviews) ## Reviews ### "Enjoying simple to use surveys" — 4.0/5 > **Gavin** | *4 October 2018* | Information Technology & Services | Recommendation rating: 8.0/10 > > **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 ----- ### "So easy to implement\!" — 5.0/5 > **Cassie** | *6 January 2025* | Information Technology & Services | Recommendation rating: 10.0/10 > > **Pros**: It is so easy to implement. I can set up a new instance of SmileBack in less than an hour. I also love the integrations it offers. We integrated it into Teams so we could get real time feedback and see when clients leave us positive reviews. > > **Cons**: It didn't have the ability to send surveys on projects, it had to be tied to a project ticket so we ended up having to have a special ticket status and use only on one ticket in the work plan. ----- ### "SmileBack is a great solution for measuring customer satisfaction." — 5.0/5 > **Verified Reviewer** | *4 October 2018* | Information Technology & Services | Recommendation rating: 10.0/10 > > **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. > > 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. ----- ### "Simple to use for our company and our clients" — 5.0/5 > **Pamela** | *8 September 2019* | Information Technology & Services | Recommendation rating: 9.0/10 > > **Pros**: SmileBack makes it incredibly easy for our clients to provide feedback on the service they have received. All that is required of them is to click an emoticon in an email, and then they can add a comment if they'd like. The information is gathered in a dashboard that is simple to view online and through integration with BrightGauge. We also utilize integration with Connectwise, so that if a negative or neutral review is received, our Service Manager is alerted for resolution and coaching opportunities. > > **Cons**: I have not yet found anything about the software that I dislike. It is simple, easy to use, and provides the information our team needs to gauge how our support is being delivered and received. > > The reviews our users provide via SmileBack is gathered in a dashboard that is simple to view online. We also gather the overall metrics in gauges through integration with BrightGauge. To address any negative or neutral reviews, we utilize integration with Connectwise, so that if non-positive feedback is received, our Service Manager is alerted for resolution and coaching opportunities. ----- ### "Great Product" — 5.0/5 > **James** | *11 October 2019* | Computer & Network Security | Recommendation rating: 10.0/10 > > **Pros**: We have been using this CSAT tool for nearly 3 years. We went from having .1% feedback to nearly 20% feedback. The reports and insight it provides are invaluable during customer business reviews. > > **Cons**: None that I can think at this time. ----- Page: 1 / 3\ Next: [Next page](https://www.softwareadvice.co.nz/software/145171/smileback?page=2) ## Links - [View on SoftwareAdvice](https://www.softwareadvice.co.nz/software/145171/smileback) ## This page is available in the following languages | Locale | URL | | en | | | en-AU | | | en-GB | | | en-IE | | | en-NZ | | ----- ## Structured Data