Read our Help Center article to learn more about setting up Automations for Connectwise Manage. Highly recommend if you are looking for a no hassle survey tool. Surveys are no good if client's don't fill them out and SmileBack has solved that problem for me! Simple for the ones giving feedback but with advanced features for us that are receiving them! It also lets us quickly see any neutral or negative responses, so that we can immediately reach out to the client and find a way to ensure they are happy . But before you can collect feedback and act on it, you must complete two setup steps: Until you set up the ConnectWise Manage API Key authentication, you cant correctly get information to pass from reviews into tickets. product we were using. Survey's don't have to suck and Smileback has figured out an ingeniously simple systems of getting results. It's simple and even "fun" to use and they have been expanding their reporting features. We struggled like many MSPs I'm sure to get clients to fill out post-ticket surveys. So many benefits to having an integrated CSAT tool. I highly recommend this product. Getting feed back could not been easier. SmileBack integrates beautifully with ConnectWise so when we are reviewing tickets we just select a "Close with Survey" option. 24/7/365 threat monitoring and response in our security operations center. 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. To make the most of our feedback surveys, it's key to follow a few simple steps so you can "set it and forget it" and immediately reap the benefits. The product continues to evolve & the portal provides more clarity into survey responses than before. Every MSP we coach that has implemented the CSAT tool has seen DRAMATIC increases in response rates. Simple to set up and use, highly recommended. With a strong foundation in place, you can add a few additional features to your repertoire. document.getElementById( "ak_js_1" ).setAttribute( "value", ( new Date() ).getTime() ); News and articles to help you build customer loyalty. Directly integrate reviews into your company's Slack and use dedicated channels to analyze them live. We use Smileback both as an Internal tool to track the performance of the team as well as reporting back to our clients. One of the metrics that we measure is our clients satisfaction, and it is used as an indicator to what we need to coach on. Smileback has been instrumental in gathering more feedback from customers on the service that we render to them, especially the positives. Great job SmileBack! Our response rate is almost 60%, which is phenomenal. If you already have one generated, you may be able to skip this step. Another way to make feedback more efficient is by setting up the Microsoft Teams Integration. Manage statistics in one place, see your feedback alongside your KPIs from revenue to open tickets. Without this measure, how can we better our service and understand where we are going wrong. 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%). Great product, easy to setup and so far we have a truly impressive response rate - it is true that less is more! We've used Smileback for over a year now. Just connect, start sending A must have tool for todays MSPs. What else do you need? Smileback was a simple integration that provides great insight to us, gives our clients and easy and quick way to provide feedback. The Smileback tool allows us to receive and monitor client 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. We have been using SmileBack for nearly 4 years now and LOVE, love love! End of story. In the first week of full use, we received 80 responses - it's that dramatic! 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. It's so easy for clients to provide their feeling that as long as they open the ticket closure email, they can't NOT click on one of the faces. These steps will detail out how to create a Custom Field on the Opportunity # pod. Heres what the automation setup looks like in SmileBack: And heres what the outcome of this automation looks like in Connectwise Manage: Notice the CSAT question How did we do on this request? accompanied by a Positive answer and a comment that reads Thank you for the quick response.. Setup and installation was so simple, it took minutes. Create your account to kick-off your free 14-day trial and start receiving valuable customer feedback in minutes. SmileBack is simple and effective to gather immediate client feedback. We were looking for a conisstent easy way for our clients to give us feedback. Smileback support has been responsive to any help we need. SmileBack is the only customer feedback system specifically designed for MSPs and focused exclusively on customer satisfaction. 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. personalized demo and show you how SmileBack can 2022 ConnectWise, LLC. As a result, your team will be more effective because they dont have the burden of system proliferation and increased complexity. Unify your data to create interactive dashboards and reports to provide actionable insights and results. If you would like to know more see our Privacy Policy. Rock solid tool! We started out using the CW Surveys and they just weren't getting the response rate that we thought we should have. All the public knowledgebase articles from your ITBoost account are displayed. The SmileBack Portal is very intuitive and easy to use. Very intuitive and easy for customers to use. Prior to Smileback, we surveyed on about 20% of our tickets and only had about a 20% return rate. Customer comments are often heartfelt, encouraging, and sometimes hilarious. This is an excellent CSAT tool that leverages industry-level benchmarking. And works well. We use smileback for our CSAT and it is wonderful. and expand the reach of your business. Very highly recommend them and I'm very satisfied with their service. Email & Password Email Address Password Password confirmation Profile Company Name First Name Last Name Professional Title / Position We have a consistent 35-40% response rate each week and much more engaged with our customers. We used ConnectWise surveys for a long time and have near 10x the response rate using SmileBack, with plenty of great comments to encourage our team and use in marketing material (with permission). This takes you to the Resplendent Data Studio. The smileback team are a pleasure to work with and always looking to innovate whilst closely listening to partners Since implementing SmileBack (back when they were Nex.to), we have been leaning heavily on it. It has allowed us to get constructive feedback from our clients and use that to provide better service. Since switching to SmileBack we have had great response from our clients and the feedback that we receive is crucial to customer satisfaction. Learn more about SmileBack athttps://www.smileback.com/, Rated 5 stars // 14-day free trial // 60-day money-back guarantee. Delivers you the insights you need to improve your QBR process, your business and the businesses of your clients. Since using Smileback our client satisfaction was increased substantially. What we didn't expect was the positive impact it would have on our team! So easy. Totally worth it. This is a great tool that worked right out of the gate with our CW Manage instance. Seamlessly assess your customer loyalty In addition, ConnectWise intends to immediately. Very easy to set up and the response has been huge! whats going well, identify areas of improvement, and separate high-value customers from the crowd. We really enjoy Smileback. Mike Finnegan, Network Technology Services Inc. SmileBack provides valuable data for client meetings as expected. 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. Thanks for Typical reporting solutions for ticketing and IT monitoring provide a wealth of information, but they often . Start utilizing the power of your customer data, with our custom built service integrations. Keep your clients at ease with backup and disaster recovery you can trust. We love celebrating the streaks of Positive Surveys in a row -- our current best is 199! The CSAT survey focuses on individual ticket metrics. In short, CSAT is an amazing product with a good team behind it. Brillian Tool! We've been using Smileback for many months now, replacing the ConnectWise Surveys. The simplicity of the review system encourages responses and provides valuable feedback as a resource being reviewed by customers. I can choose how it applies credit for CSAT to staff based on assigned resources, all assigned, the one with the most hours, or the last one to enter hours. Thank you for delivering a great product! customer satisfaction expertise. Response volume is consistent and customer satisfaction is up 5 points from 93 to 98. Every department uses this. This process involves three subsequent steps: Read our Help Center article on Setting up the ConnectWise Manage API Key authentication for a step-by-step walkthrough. 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 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. Smileback is simple, it works and is cost effective At Marco, we track everything! In fact one of our clients wanted to start using Smileback for themselves they loved it so much! First, the clients love it - if they're in a hurry, it's simple to click 1 of the 3 buttons and move on. is simply sign in and youll be receiving useful feedback and metrics in no time. Employees take pride in their CSAT score/reviews and has helped boost our CS just by having it available and displayed publicly. Super simple tool yet so powerful. Just connect, start sending surveys, and receive feedback in minutes. Integrate your client-portal data for deeper reporting, enhanced automations and more marketing features. 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 have tested other solutions but SmileBack has been the easiest to implement and integrates great with ConnectWise! 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. Integrate seamlessly with your existing system and automate repetitive tasks. Use your metrics in almost anyway imaginable by linking your results between your apps with ease. We tag every negative and neutral response with the root cause. Solve staffing issues with managed services to support your team and clients. The couple of times we have had an issue, the SmileBack support team has been quick to assist and resolve. That's a win-win for me as an owner! We know when clients are happy or not happy with the service. We implemented SmileBack a couple of months ago and the results have been really amazing. It gives them an open floor to express their experience and recommendations. Smileback has a survey too - give it a go! Worth every penny! 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. We tried two other CSAT tools before SmileBack and they did not even come close to being as good or easy to use. We have implemented Smileback this year and it has been so user friendly to work with and easy to interpret the results. we use it extensively in our internal KPI's now and have had a significant increase in response rates from clients. Scott Koopman, elevate network management llc. you a demo of our product and the support for your implementation in a single call all at no cost. All they have to do is click one simple face to give feedback. If you need assistance with creating API members or integration setup please send a note toHelp@ConnectWise.comand the ConnectWise Manage support team can assist. Damien Poppelwell, Excellent Software & Solution, We love Smileback. Smileback is probably the best CSAT integration platform out there. The SmileBack support team is very responsive and their development team has produced a reliable solution that keeps getting better. At the top of each email, youll see three smiley faces. It has been quickly adopted and we are seeing improvements in people responding so it great. The CW survey tool brought a good improvement when we implemented it. Click Sync Dataset to start syncing reviews. Smileback is simple, effective and an absolute necessity in any service based business. 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. For any otherquestions with this integration, please contact the Smileback team directly to resolve any issues. It is a low cost, simple to use CSAT tool that every service company should have and promote to their clients to use. To access more email templates and learn more about onboarding clients, check out our article on How to increase your response rate. Take SmileBack for a 14-day test drive and start collecting valuable feedback that you can act on. Our CSAT response rate went from 4% to 42% and setup was quick & easy. This tool is wonderful. All of our features come from our extensive experience supporting MSP You don't really know until you ask them. SmileBack is the only customer feedback system specifically designed for MSPs and focused exclusively on customer satisfaction. Moving the response time to the instant a ticket closes cannot be overstated. Smileback is an essential part of our CSAT process. This connection, coupled with healthy incentivization tactics, is the best way to motivate employees to adopt your values as their own. Love the simplicity of the faces and as a user who gets quite a few surveys there's nothing quite like Smileback. The reports and insight it provides are invaluable during customer business reviews. SmileBack has become part of the language. Been using Smileback from back when it was nex.to, and it was a game changer for us. Thanks. Simple integration set up. We've been using Smileback for 4+ years at this point and it has made a huge impact on our ability to understand what our customers value from their service interactions and when we need to improve. It is simple for end users to use, quick, and painless. 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. our survey responses have more than doubled. Smileback helps us track customer satisfaction in a way that is easy and straightforward. ProSight Reporting is an expanding suite of real-time reporting tools designed to work with popular ticketing and network monitoring programs such as ConnectWise Manage, ConnectWise Automate, Customer Thermometer, Auvik, and SentinelOne. This worked well. Reporting is also an amazing feature. We use it as an opportunity to reach out to our clients, to maximize the level of service we can provide to them. The feedback provided is a motivator for everyone in the company to do the best job they can. Clients love it. On the rare occurrence we get an unhappy face I then contact the client directly, ask what we did wrong and if necessary change our procedure to prevent any reoccuarnce. We can use those comments in marketing. Segment, filter, and use tags to better understand your business and tailor your services to your clients unique needs. Click on Add API Key. This CSAT tool is critical to our NOC. SmileBack helps you build customer loyalty at every touchpoint. 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. We love SmileBack as it is simple and "hassle free" for our clients to utilize (three simple buttons to choose from with an option for feedback) and has a great dashboard for Dorset management. Integrates with Brightgauge. Dean Osborne, Business Computer Solutions. Thanks Smile Back ! Having the immediate feedback loop is very valuable, and it integrates well with other tools like BrightGauge. Also very benefitial in motivating staff to get a good rating. Understand how your customers feel about your service with a customer feedback system built on Customer Satisfaction(CSAT)and Net Promoter Score(NPS). It was easy to setup and we get over 60% response rate on the surveys. We let the positives wash over us, and are immediately able to jump up and respond to all neutral or negatives. 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 The feedback is valuable and key for improving overall service and client satisfaction. They removed the ability to create PDF reports. It's easy to manage, easy for our clients to use, and gets our technical teams invested in the feedback process. SmileBack's customer satisfaction suite boasts many powerful tools such as net promoter scores (NPS), customer satisfaction tracking, templated reports, and much more. We had similar issues to the other comments here - the response rate for the internal CW survey was very low. That which is measured gets improved. We get good feed back from our customers and are able to address potential issues and improve service delivery. I use the info when we have client meetings and review them with the staff weekly. Chris Steele, Advanced Business Solutions, Great tool for evaluation CSAT. It is so simple to setup, modify and use. For a deeper dive, read our blog post about How to Set Up Your Microsoft Teams Integration to Improve Collaboration. It's a really super simple and easy way to collect and manage reviews both negative and positive from our clients! 24x7 Computer Network Support Services ProSight Reporting for Ticketing and Monitoring . Smileback is a simple to use CSAT tool that makes it convenient for our customers to give feedback. Every neutral and negative face gets followed up on and we are finding we reach more of our clientele that would normally not submit a survey and finding out how our clients really feel. We are always here to support whatever need you have. Heres an email template you can use to introduce CSAT surveys to your clients: Subject: Introducing quick and easy CSAT surveys. We've been with SmileBack since 2014 and they've helped us get better feedback from our clients and have recently added additional feedback features that have us very excited. Show off your CSAT / NPS scores and positive customer reviews in real-time to boost your credibility and generate new leads. We couldn't be happier with the results! The ultimate goal for a NetSuite integration is to provide the ability to scale and build a long-term capability for continual growth by improving the business offering for end users. SmileBack Customer Service Feedback For MSPs . supercharge your service desk through customer feedback. Very highly recommend for those struggling to get customer feedback. They can click one smiley and go on or leave a note if they wish. Best review software we've used. We've had excellent response and happily we hover right around the 98% customer satisfaction rate. Click here to create an individual user login to an existing company account instead. SmileBack is easy to implement and easier to use. All Rights Reserved. Everything you need to know - from our experts. If you're not using CSAT, you're falling behind! SmileBack is invaluable for what it does for our company morale! A great tool. Having used CW built-in surveys for a long time and not gaining much traction despite various tactics (max of under 10%) we moved to Smileback almost 2 years ago and straight away without any effort the response rate jumped to +30% The increase in client feedback has been considerable, as has the effect on the team who can immediatly see the feedback they are receiving from our customers. 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. The users also appreciate that we ask them how it was in such a simple format. This is super effective compared to the less integrated method we were using before. Smileback has been one of the best (and easiest to implement) tools we've added to our business over the last few years. Let us know who you are, what system youre using 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. 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. We have an outstanding response rate and due to its simplicity, a very high rate of feedback (over 25%). Conversations with the engineering team that drive behavioural changes are easier when we present them with empirical data. We are receiving about 2-3x the responses and the reporting abilities are fantastic. Turn We have been using SmileBack for a little over 2 years now and absolutely LOVE it! Weve made it easy to integrate SmileBack into your existing systems. In 2016 we had a response rate of 34%. 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. Navigate to System + Setup Tables. 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. Its so easy to use for our clients and we now have a way to capture feedback from our clients. Before using the CSAT tool we were averaging less than one response a month and now our response rate is above average at 53%. Our response rate was VERY low doing it this way, and we weren't learning anything from our client base. Only knock against SB is the need to utilize DropBox to make the integration with CW function. Without telling customers they instantly started using this very easy to use system. It let's us instantly know if we have an unhappy customer. CSAT + NPS tools help IT professionals collect, report and act on customer feedback. As a marketing person, I find that we have pretty great response rates with SmileBack due to its ease of use. Your data is kept secure with 128-bit encryption and never shared with third parties. 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. We bonus our techs based on the feedback we get from our clients. About Configuration Questions 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 :). Sign in to Resplendent Data. Smileback has been great at giving our customers a quick structured way of giving us feedback on how we are doing and letting us know how to get better. SmileBack has the reporting and capabilities that we need and is very simple to navigate. We looked at this tool following a ConnectWise User Group meeting in the UK. We've been using the Nex.To CSAT product since they were in beta, and could not be happier with it! This is how you actually start serving the Customer Satisfaction (CSAT) survey out to customers. with Google Reviews and ability to show our reviews on our site. It took me about 15 minutes to setup and integrate with ConnectWise. In ConnectWise, navigate to System > Security Roles and select the role used for CloudRadial. Management likes the BrightGauge integration which allows our CSAT to be part of their interactive KPI reporting. Show off your NPS/CSAT scores and positive Send us a mail at [ info@simplesat.io ] (mailto: info@simplesat.io) if you have any questions, schedule a demo, or try Simplesat for free. Highly recommended!! Thanks for keeping us informed with new capabilities of SmileBack going forward. We have been very happy with SmileBack. Great job SmileBack, We pride ourselves on the service we provide, and SmileBack, Learn more at connectwise.com/announcements. Highly recommended CSAT tool, easy to use and very effective. surveys and youll be receiving feedback in minutes. Helps our team identify areas of strength and areas that need improvement. We really like it. Highly recommended! See Device Configuration Details in ConnectWise. This way, youre bringing responses directly into your primary workspace, so you wont need to switch between platforms. Previously, we usually only heard customer feedback when it was negative (rarely does someone call just to say "Hey, great service! I'd like to see some advanced tool for doing project satisfaction surveys. It smokes the built in reviews for CW. The storm was fortuitously timed in that it had little impact on travel days for much of the audience, instead simply forcing those in attendance inside for the evening events . Super easy to setup. 3 options. Read our Help Center article to learn more about Using SmileBack with Microsoft Teams. The team is very responsive and highly supportive, the portal, the way it works and the reports all just makes perfect sense. A super simple yet powerful tool. Your account is setup and ready to go. 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. Clients and engineers find it easy to use, management is straightforward, and support is professional. It seamlessly integrates with ConnectWise and allows all of our team members and management instant feedback and reporting. more efficient. We went from haveing .1% feedback to nearly 20% feedback. One of our feedback specialists will be reaching out to you . We've only been using smileback for about a week now, and we held off for a bit to see if we could improve our response rate by simplifying the ConnectWise built-in surveys. In some cases, you may need to update to update your ConnectWise Manage login information: Go to the ConnectWise Manage integration in SmileBack Update the necessary details and click Validate API Connection You will see a confirmation message if the update has worked or an error message if the connection was unsuccessful The process is so simple for our client to provide feedback and the integration with CW makes it even better. I submitted a review back in 9/2017 about how much we love SmileBack, but wanted to update my accolades. Their support is always fast and friendly. I love this software. wins, fast. Now we get at least basic feed back on about half the tickets, and it's a big boon to moral to know how happy our clients are. We recommend SmileBack to anyone that wants better feedback and a super easy way of tracking it. ConnectWise Professional Services - Custom Reports, Dashboards, & Forms. Weve helped 1,000+ customers over the last five years improve their business through our -tj. We love the new integration with Google Reviews and the ability to stream our SmileBack reviews on our website. At Sea-Level Operations, we coach operations for over 100 MSPs. Webinar Cognition360 & SmileBack: Profitable MSPs and Happy Customers . The QuoteWerks ConnectWise integration is only available in the Corporate Edition of QuoteWerks. 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. Easy to implement and works great with Brightgauge. We get the red, yellow, green, and then comments from end users. The reports and insight it provides are invaluable during customer business reviews. Whats more, you wont be able to successfully run automation down the line if theres an error with the API key authentication. 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. Great product and easy to use. document.getElementById( "ak_js_2" ).setAttribute( "value", ( new Date() ).getTime() ); I agree to receive communications about offerings and content from SmileBack. SmileBack is the perfect feedback mechanism to capture client satisfaction. Professional services automation designed to run your as-a-service business. After suffering with dismal response rates, we finally discovered the Nex.to CSAT tool. We have been using Smileback for about a year and a half now and can't say enough good things about this system. We've previously used feedback tools and they haven't returned valuable results at all - even with incentives. I think the most important factor for them is that it's quick. We want to monitor client satisfaction and we want something simple. Would definitely recommend it. It's very useful for seeing customer service trends in real time. your existing systems. CSAT survey tool is real easy to implement and use. Here's how SmileBack helps you do that: Sign up for SmileBack Review Setup Docs Connect your data There are several actions you can set up. Smileback is easy to set up and provides valuable client insight and accountability for our technicians. I would highly recommend this to any organization that is looking for a simple way to get feedback from their clients or customers. In just two short months of using it we are seeing better employee engagement and greater focus on delivering a higher level of service. The tool is easy to setup, easy to manage, simple to use, yet so powerful! Our Operations people like the instant notification they get on a neutral or negative response so they can follow up with the customer immediately. Michael Brown, Clark Integrated Technologies. This is a must have tool for anyone using ConnectWise! Integrate your client-portal data for deeper reporting, enhanced automations and more marketing features. NEX.TO did it again with CSAT. efficiency. It is one thing to tell people you are doing a great job and that your clients appreciate you. We went from about 2 responses a year to 8 responses on the first day. The simplicity really encourages clients to give their feedback. Our response rate is 63% and something we are very proud of. Smaileback is very easy to use and was configured within a matter of minutes. We have been using this CSAT tool for nearly 3 years. to you about your concern or question. We are getting actionable data in real time, and by following up promptly we are improving our service. Get instant reviews and critical comments by triggering surveys at the close of every service ticket. SmileBack is incredibly fast and easy to implement and solicits client feedback in a non-intrusive way. Fantastic tool that increased our response rate enormously. keeping us up on new features of SmileBack, It's been invaluable being able to know what clients are feeling about our We couldn't be happier! Currently response rate is 60.5% which we are aiming to increase further Only using the tool for a short amount of time we were impressed with the response rate from day 1. SmileBack is the only customer feedback system designed specifically for MSPs, and focused exclusively on customer satisfaction. I would not hesitate to recommend this product. I highly recommend it. It is an essential component of our service delivery. This survey helps you understand your overall relationship health (beyond individual ticket metrics). We use the results in all our regular client meetings as well as during our sales process. It's smart, timely, and actionable. Our clients love this fun way of communication! SmileBack is the only customer feedback system designed specifically This is a simple and elegant solution to the challenge of getting a bead on customer sentiment without inundating those same busy people with multiple questions for every single closed ticket. Exactly what we needed. Its a great way to gauge where we are with clients as well as have a little in-house competition. We love Smileback. We had always asked if your clients end users were satisfied with the service we provided, and now we know. My techies LOVE getting smiley faces so it makes them follow procedure! We have also developed KPIs for our staff based on reporting from it. It gives our clients a way to provide appreciation and feedback, and it gives our techs encouragement and direction for areas to improve. 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. Separate to the customer response our technicians also love it with the dashboard on display. In the Admin portal, navigate to Knowledge Base Articles. To make the most of the SmileBack platform, lay a strong foundation so that when you build upon it, everything works as intended. Name the newly generated API Key SmileBack and submit it. Our customers experience an average response rate of 42% (well above the industry average). Smileback keeps us in touch with how our clients our feeling on a ticket-by-ticket basis, and is an important part of our quarterly reporting and transparency to the client. Instant feedback immediately available to all of our techs is great! Very easy and efficient. It's very easy for clients to provide feedback and it's collected in a presentable dashboard format. Plus, I love the fact that it integrates cleanly with Connectwise, with options. With an innovative, integrated, and security-centric platform, ConnectWise enables TSPs to drive business efficiency with business automation, IT documentation, and data management capabilities. Follow these steps to set yourself up for success with SmileBack and ConnectWise Manage. We have a few rules to sort responses and let the techs know how they are doing, which they love. #Collectingfeedback. We were able to tailor this to our needs with the help of the awesome support staff at SmileBack. Select Integration from the bar on the right side of your screen, then select API (BETA). Well Done. ConnectWise is an IT software company that empowers Technology Solution Providers to achieve success in their As-a-Service business with intelligent software, expert services, an immersive IT community, and a vast ecosystem of integrations. My team now has a simple and effective way to get feedback from our client's. We have been using this CSAT tool for 3 years now and it has been such a positive introduction. Smileback has become and integral tool in our company's operation. Great tool. There is really no comparison to other products and services. We've used SmileBack for a little over 3 years now. As it becomes part of your daily routine, your SmileBack and ConnectWise Manage platforms will help you increase efficiency, collaboration, and customer satisfaction. With SMileback, we survey virtually every ticket and see almost 70% response rates. Amazing software! We've been using Smileback for over a year. Very streamlined tool that was incredibly easy to setup. Great product. This is a very simple idea but changed our review return rate from 3% to 56%. quantitative and qualitative customer SmileBack works well for us. Click on the name of the article to view it in a new tab. Are you happy? It's easy for the users to provide feedback and it's also easy for the businesses to set up and start harnessing the power for CSAT. SmileBack is a feedback platform powered by Connectwise Manage that makes it easy to monitor client sentiment and boost satisfaction. 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. Set up workflows to quickly respond to issues, share your wins, or simply make your teams Just like most everyone else, we had the automatic survey built into ConnectWise running. Read our Help Center article on Adding a survey to ConnectWise Manage for step-by-step setup instructions. Thanks SmileBack!!! We went from having .1% feedback to nearly 20% feedback. We implemented SmileBack and built some simple workflow so that an email is sent from an account manager after the ticket is closed. Smileback allow us to have a much higher response rate on our support surveys, giving us a way better feedback rate and insights into our operations than before. We measure our CSAT using SmileBacks sent connected to our closed tickets. Great tool!! It's not complicated and it does what we want. Integrate your customer feedback into dashboards and data visualizations to uncover powerful insights. 10/10 would recommend! Your data is kept secure with 128-bit encryption and never shared with third parties. This is why its critical to take your time to ensure the correct API keys are set up and validated before you move on. Our company has been using SmileBack since October 2016 and it has really given us an insight into how our clients view our service. 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