Signup - SmileBack Start your free 14-day trial Start receiving valuable customer feedback in a matter of minutes. Thank you for making it as seamless as possible! Now you can enhance your Microsoft Dynamics CRM experience and amplify your sales with a comprehensive and seamless integration to a market leader in CPQ technologyConnectWise CPQ. Very easy to set up and the response has been huge! Totally worth it. Definitely recommend! Sign in to Resplendent Data. Start utilizing the power of your customer data, with our custom built service integrations. In fact, each morning we start our team huddle reading each reaction for everyone to see. Sending stored credential data is simple . It was very easy to setup - our clients love it - and we are using the data in our QBR's with the clients to start conversations around service improvement. We've used the CSAT tool for a few weeks and have received more feedback than any other related solution. Excellent little single click and response survey, excellent integration with ConnectWise great service from Nex.To It gives them real time analytics into our service performance and keeps everyone accountable for their service tickets. 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. Measure your scores alongside your finance, sales and marketing metrics and produce reports in a few clicks. We have tested other solutions but SmileBack has been the easiest to implement and integrates great with ConnectWise! In 2016 we had a response rate of 34%. Directly integrate reviews into your company's Slack and use dedicated channels to analyze them live. I highly recommend it. The feedback is valuable and key for improving overall service and client satisfaction. This is why its critical to take your time to ensure the correct API keys are set up and validated before you move on. 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. This CSAT tool is critical to our NOC. Consistent, scalable, and high-quality help-desk services with trained technicians. Under Service Desk, find the Service Ticket - Dependencies and set the permissions to All for all four categories (Add, Edit, Delete, Inquire). Select Integration from the bar on the right side of your screen, then select API (BETA). 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 practice what we preach. 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). SmileBack has been the best thing we've ever added to our company. Both fields are required for Spreedly to populate requests to your payment gateway with the necessary stored credential fields. Plus, it was easy for us to implement and so easy for the customers to use. Green Smiley face here! It has increased our response rates and our CSAT scores are better than ever. We make it easy for SmileBack to become a part of your daily workflows so theres fewer barriers SmileBack has the reporting and capabilities that we need and is very simple to navigate. It let's us instantly know if we have an unhappy customer. Thanks for Monitor and manage your clients networks the way you want - hands-on, automated or both. Our response rate is 63% and something we are very proud of. Seems to be pretty accurate. If you leave a negative or neutral response, well respond within [INSERT TIMEFRAME] so we can address and fix any issues immediately. The feedback provided is a motivator for everyone in the company to do the best job they can. 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. It just works. Angel Rojas, DataCorps Technology Solutions. Navigate to the Integrations page in 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 love SmileBack! Click Save and Test to finalize the integration. We'll give you a Highly recommended! Weve helped 1,000+ customers over the last five years improve their business through our Use your metrics in almost anyway imaginable by linking your results between your apps with ease. Show off your NPS/CSAT scores and positive A super simple yet powerful tool. Before getting SmileBack we were using Connectwise's built in surveys and were not getting the level of feedback that we wanted. Setup and installation was so simple, it took minutes. Great job SmileBack! A must have tool for todays MSPs. Only knock against SB is the need to utilize DropBox to make the integration with CW function. We ALWAYS know where we stand with our customers. It is simple. To access more email templates and learn more about onboarding clients, check out our article on How to increase your response rate. Michael Silverman, Advanced Network Products. If you would like to know more see our Privacy Policy. 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. 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. Very streamlined tool that was incredibly easy to setup. The SmileBack Portal is very intuitive and easy to use. SmileBack has been instrumental in helping us to keep a solid pulse on the client experience across our multiple locations. Smileback has a survey too - give it a go! Outstanding tool and simple for our clients to give feedback on our service. Highly recommend it! We use Smileback to gather CSAT information from our client base. We have been using Smileback for about a year and a half now and can't say enough good things about this system. 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. This CSAT tool simplified our survey process and made it so easy to receive client feedback. 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 This one is a very user friendly with one click and we've had a very high reaction rate. I'd like to see some advanced tool for doing project satisfaction surveys. We review customer comments in our weekly IT staff meetings. CSAT survey tool is real easy to implement and use. Fonctionnalits, avis, notes, prix (type d'abonnement et de licence), spcifications, intgrations, captures d'cran, vidos et plus encore. They love it and I do too. Show off your CSAT / NPS scores and positive customer reviews in real-time to boost your credibility and generate new leads. Great product. Smileback is an easy to setup tool that allows our clients to give that feedback with as little as one click! The integration allows for efficient completion of key business processes that would otherwise be very expensive and cumbersome to scale. Our company has been using SmileBack since October 2016 and it has really given us an insight into how our clients view our service. SmileBack is a brilliant CSAT tool that is very easy to use and implement. 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 include the CSAT responses in our monthly service report to all clients so they can see the feedback their users are providing to us. Its a great way to gauge where we are with clients as well as have a little in-house competition. Webinar: SmileBack for Autotask - NPS and other new features. product we were using. Our customers experience an average response rate of 42% (well above the industry average). We want to monitor client satisfaction and we want something simple. This has been the best tool to measure the emotional response from clients. They loved the simplicity and ease of integration & the CSAT reviews began to shape technician behavior in a positive way. #Collectingfeedback. Great product, easy to setup and so far we have a truly impressive response rate - it is true that less is more! Well Done. Direct to the point. Our response rate is almost 60%, which is phenomenal. Thanks! This is an excellent CSAT tool that leverages industry-level benchmarking. 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. is simply sign in and youll be receiving useful feedback and metrics in no time. This CSAT tool is an excellent way to get feedback from clients and gives you the tool to motivate staff to increase their performance / service delivery. We switched to SmileBack (formally Nex.to) and saw an instant uptick in responses the next month. and a brief message about your query or issue. When I post in Teams the personalized shout-outs from clients, it builds morale and encourages others to step up their game. Enter a name and description for the connection. You don't really know until you ask them. We increased our survey results from a single digit reply rate to over 50% of our clients now respond to our survey. Great integration into ConnectWise Manage. Since implementing SmileBack (back when they were Nex.to), we have been leaning heavily on it. We get more client feedback with more verbal comments than ever received through CW surveys. The implementation was very easy, and the clients really responded well for us. We have an outstanding response rate and due to its simplicity, a very high rate of feedback (over 25%). Smileback has extremely high response rates on ticket closures, and allows us to drive value home to our customers by proving our work is good from the mouth of the end users directly. 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 . more efficient. Your data is kept secure with 128-bit encryption and never shared with third parties. Heres an email template you can use to introduce CSAT surveys to your clients: Subject: Introducing quick and easy CSAT surveys. We were looking for a conisstent easy way for our clients to give us feedback. We are now receiving real-time feedback from our clients which is essential to the growth of our support department. Technical expertise and personalized support to scale your staff. Our clients love it, and I would recommend it. We have been overwhelmingly happy with SmileBack. The CSAT has been instrumental in identifying in real time potential problem areas allowing us to respond immediately to client concerns. We started out using the CW Surveys and they just weren't getting the response rate that we thought we should have. We were shocked to get response rates over 40%. Clients very easily indicate their experience by selecting the emoticon of their choice and they can provide feedback if they'd like. We highly recommend this integration! Michael Brown, Clark Integrated Technologies. businesses to collect and take action on user feedback. This integration ensures that CloudRadial's native CSAT function feeds into SmileBack (and vice-versa) so that you can keep the best of both worlds working together in harmony. It gives us some of the most important KPI data we work with. See All Cybersecurity Management solutions >>, All Unified Monitoring & Management solutions >>, Read more real-life partner success stories >>. We are always here to support whatever need you have. Unify your data to create interactive dashboards and reports to provide actionable insights and results. Our response rate has improved about 69%. 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 - 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. 1. Went from approx 2% response rate (during a good week) to well over 25%. Customer Satisfaction (CSAT) and Net Promoter Score (NPS). They love a simple way to leave us feedback with a one-click survey. This properly sets expectations, which works to increase your response rate. Super simple tool yet so powerful. Eliminate shared admin passwords and protect customers from security threats. Amazing software! We tag every negative and neutral response with the root cause. 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. Smileback is an essential part of our CSAT process. Email & Password Email Address Password Password confirmation Profile Company Name First Name Last Name Professional Title / Position We use SmileBack for client feedback and see about 150 responses per week, with about 50 that include comments. Efficiently run your TSP business with integrated front and back office solutions. Stay on point by triggering one-click surveys at the close of every service ticket. Before SmileBack, we used the built in ConnectWise ticket surveys. My only wish is that ConnectWise would open up its Survey API so results could be stored there instead of internal notes. This is honestly the easiest system we have worked with and the analytics are perfect. Create and schedule custom-branded NPS surveys. Create custom reports to prove your value to clients, present data-driven opportunities, and drive meaningful conversations. Click Sync Dataset to start syncing reviews. The ease of use for the end-user has given us a 40% response rate and has helped show us the how our clients feel about the service we're providing. In the Admin portal, navigate to Knowledge Base Articles. Smileback is a fantastic CSAT platform! Kevin Coddington, Advanced Business Solutions. If you're not using CSAT, you're falling behind! and provide eSignature approval to shorten the sales cycle. We have it setup to text managers if we get a negative or neutral response. Has been invaluable being able to know what clients feel about our service and being able to quickly address any issues. We integrate with BrightGauge and have workflows in place that help out a bunch! Before SmileBack, we hardly ever had anyone submit feedback, now It is like a living breathing entity. Learn We have been using it for a few years now and it makes it really easy for people to leave us information. Our current response rate is over 61% which is awesome! connect, start sending surveys, and receive feedback in minutes. Well done! It's smart, timely, and actionable. Compared to the CW survey tool, SmileBack has been a huge success with tremendous response rates! :), Zasha Zepeda, Bellwether Technology Corporation. SmileBack, which already has deep integration with ConnectWise Manage, will continue to be available for purchase as a standalone product. We use Smileback both as an Internal tool to track the performance of the team as well as reporting back to our clients. This has been great to help us get a better pulse on our client and their experience with all of our interaction. We love SmileBack - it gives great results and the techs appreciate the comments. Best review software we've used. We get quite a bit of response. A long line of green faces soon raised the moral of the technical team. All rights reserved. It's really important to know what your customers think of how you are serving them. Weve made it easy to integrate SmileBack into It is by far the best service we have reviewed for customer feedback on service tickets. One of our feedback specialists will be reaching out to you Highly recommended CSAT tool, easy to use and very effective. You don't customize the questions, you don't bombard with a huge survey. As a manager I would always receive the negative feedback from a client, but never saw any positive. SmileBack has extremely high response rates on ticket closures, allowing us to drive customer value by proving our work from the end-users directly. This has been the only tool for gathering CSATs that has worked for us, and we are very pleased with it! The couple of times we have had an issue, the SmileBack support team has been quick to assist and resolve. It's genius to have just three smiley faces as required, and any additional feedback as optional. 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 :). Smileback is simple, effective and an absolute necessity in any service based business. Amazing tool for receiving instant client feedback. Great product and easy implementation/integration. This way, youre bringing responses directly into your primary workspace, so you wont need to switch between platforms. SmileBack is the most simple and convenient tool I have encountered. With a strong foundation in place, you can add a few additional features to your repertoire. We really enjoy Smileback. Take SmileBack for a 14-day test drive and start collecting valuable feedback that you can act on. Prior to Smileback, we surveyed on about 20% of our tickets and only had about a 20% return rate. Highly recommended!! I like the reporting functionality as well because it really lets us see how we're doing and even have some competitions with the team! We went from having .1% feedback to nearly 20% feedback. 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%). Smileback/CSAT integration has been excellent. SmileBack offers simple integration and a customer friendly experience. We've been using Nex.To for a couple of months now. Weve made it easy to integrate SmileBack into your existing systems. your existing systems. To make the most of your data, the next step is leveraging powerful automation to perform actions for you. Address service gaps and replicate airtight processes by identifying pain points and customer All things the built in tools are not. We have been using SmileBack since July and we love it! our survey responses have more than doubled. We've been using it for a couple of years, and our response rate is still above 40%. Six months and 1300 responses in, we hover around 65% response rate and the interface is very intuitive. We can also follow up quicker on items that may not be to their satisfaction. Seamlessly puts feedback right into the ticket for advanced reporting. Set up is simple and the SmileBack team are super easy to do business with. 10/10. The latest update is awful. SmileBack is invaluable for what it does for our company morale! That only happened because the system gives you quick and effective feedback from your clients. Better yet, well personally give We are relatively new to SmileBack and are seeing some really great feedback from clients. Just Our Operations people like the instant notification they get on a neutral or negative response so they can follow up with the customer immediately. Unify your data to create interactive dashboards and reports to provide actionable insights and results. We've been using the Nex.To CSAT product since they were in beta, and could not be happier with it! After implementing SmileBack our survey response rates increased by 10 - 15x. We implemented SmileBack over a year ago after learning about it at a CW User Group. One of our feedback specialists will be reaching out to you 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. 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. I was sceptical at first but this has really impacted the information we get back from our clients. So easy. Smileback increased our feedback from about 1% of completed tickets to over 50%. We are getting actionable data in real time, and by following up promptly we are improving our service. Highly recommend! We review it as a team once a week and we take the good comments and bad comments very seriously and try to improve. SmileBack, the #1 customer satisfaction platform designed for MSPs is now integrated with ConnectWise. We never had feedback better than 10%. We used a competing product for about 4 years and made the switch about 3 months ago. Smileback has been instrumental in getting our heads wrapped around customer feedback. Just connect, start sending surveys, and receive feedback in minutes. 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. Read below on how to connect your CloudRadial account with SmileBack. See how SmileBack can work for you. Smileback has been such a great addition to our company. 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. See why more than 800 ConnectWise Manage companies use SmileBack Get Started Now! Reports look nice and are great to present to clients at business reviews. Reduce the options by selecting the "My Opportunities" Screen. If you are looking for a great survey tool that simply just "snaps in" to Connectwise and gets almost instant results - look no further! SmileBack integrates beautifully with ConnectWise so when we are reviewing tickets we just select a "Close with Survey" option. Works great! Survey's don't have to suck and Smileback has figured out an ingeniously simple systems of getting results. We've been using them for a while, and not going anywhere. The feedback has been very positive from users as we have been sitting over 40% response rate. Its always up on one of our TVs so we can all see how great we are doing! Very easy and efficient. Its also critical that your clients understand what SmileBack is and how it works. We have a 72.6% response rate after using it for over a year. We had similar issues to the other comments here - the response rate for the internal CW survey was very low. Automation is the best and fastest way to make SmileBack more efficient. Easy interface to log in to and use and not complicated in the slightest. It is easy for the client and it integrates well into our account management process. This has simply been one of the best things we have done. Seamlessly assess your customer loyalty Name the newly generated API Key SmileBack and submit it. This is SO GREAT! The application was easy to integrate into our instance of ConnectWise and most importantly the SmileBack support team has been great: Highly Recommended. 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 When we started using the product we didn't realize how much more feedback we would get. At Marco, we track everything! Support is very responsive Understanding what your clients are thinking in a one click response is invaluable. What we didn't expect was the positive impact it would have on our team! 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. Smileback is exactly the CSAT info we need. Employees take pride in their CSAT score/reviews and has helped boost our CS just by having it available and displayed publicly. The dashboard provided by SmileBack is simple and easy to read and quickly get a handle on how we are doing. to you about your concern or question. Really nice product! :), Jason Pitcher, Advanced Business Solutions. Thank you for delivering a great product! Garry Feldman, U.S. Computer Connection, LLC. Highly recommended! Smaileback is very easy to use and was configured within a matter of minutes. This gives our clients an additional way to let us know how they feel about the service we provide. Great partner. 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 . 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. With an innovative, integrated, and security-centric platform, ConnectWise enables TSPs to drive business efficiency with business automation, IT documentation, and data management capabilities.. Our products will not only dramatically increase the amount of feedback you receive, but also help you analyze and take meaningful action from it in order to improve customer retention and market to new opportunities. It is one thing to tell people you are doing a great job and that your clients appreciate you. Easy to implement, and the simplicity means create client participation rates. The best way to get them up to speed is to onboard them before you send your first CSAT survey. 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. Only export to CSV. We orginally decided to try the SmileBack tool for the purpose of quality control and making sure our tickets were being processed properly. It is so simple to setup, modify and use. We have implemented Smileback this year and it has been so user friendly to work with and easy to interpret the results. It is easy to use and reporting is simple and straightforward. and a brief message about your query or issue. Sync and store your customer feedback data, based on a schedule that works for your business. Dean Osborne, Business Computer Solutions. I'm so happy with our stats I now have a live feed on the front page of my web site - it's a great sales tool too - www.gblnet.co.uk. Integrate your client-portal data for deeper reporting, enhanced automations and more marketing features. We are now getting easily over 4 Results (appeared immediately) where displayed on our office wall dashboard. Segment, filter, and use tags to better understand your business and tailor your services to your clients unique needs. At the same time it has also helped us eliminate and train to end customer frustration. Thanks. 3 options. SmileBack's customer satisfaction suite boasts many powerful tools such as net promoter scores (NPS), customer satisfaction tracking, templated reports, and much more. Rock solid tool! They can click one smiley and go on or leave a note if they wish. Over 50% of tickets are getting feedback. We've seen a significant improvement in customer satisfaction from this one tool alone. 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. Positive reinforcement for our Help Desk staff is outstanding! Working with Leo to get everything setup was a breeze and their support so far has been very responsive. Ultimately, the key to building a great company is through consistently delivering quality solutions for our clients. SmileBack is the only customer feedback system designed specifically It has been quickly adopted and we are seeing improvements in people responding so it great. We so appreciate adding SmileBack to our ConnectWise infrastructure. My team now has a simple and effective way to get feedback from our client's. Has a good interface for reviewing survey responses. Delivers you the insights you need to improve your QBR process, your business and the businesses of your clients. We can use those comments in marketing. Previously, we usually only heard customer feedback when it was negative (rarely does someone call just to say "Hey, great service! We have been very happy with SmileBack. Smileback offers a simple and intuitive way for the clients to leave feedback. The reports and insight it provides are invaluable during customer business reviews. Thank you! Professional services automation designed to run your as-a-service business. The setup is extremely easy and user interface clear and concise. This tool shows how much positive feedback your team is generating. The setup took less than 2 minutes. Loved by our technician and has created a competitive spirit within the team as well as promoting a customer service culture. I submitted a review back in 9/2017 about how much we love SmileBack, but wanted to update my accolades. 50% response rate so far! After trying to come up with a way to truly gauge customer feedback on a consistent basis, we ran into Nex.to and it has been a godsend. Its important to note that while the setup is simple, these best practices will help you drive responses: To learn more, read our Help Center article on Getting more reviews. Additionally, the reporting is outstanding; either per client or per engineer. efficiency. Surveys are no good if client's don't fill them out and SmileBack has solved that problem for me! 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. 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. Turn great feedback into Google Reviews to impress new Smileback has perfected the "keep it simple stupid" approach when it comes to reviews. Gareth Johns, Business Computer Solutions Ltd. We used ConnectWise Surveys from 2009 and switched to SmileBack in 2015. Smileback has been one of the best (and easiest to implement) tools we've added to our business over the last few years. 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. If you already have one generated, you may be able to skip this step. Before using the CSAT tool we were averaging less than one response a month and now our response rate is above average at 53%. How to set up SmileBack with ConnectWise Manage. We've consistently seen 70%+ response rates since implementing, and we feel much more in touch with clients. supercharge your service desk through customer feedback. Setting up the CSAT survey is step one. Since switching to SmileBack we have had great response from our clients and the feedback that we receive is crucial to customer 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. Reporting is also an amazing feature. Since moving to Smileback our return rates have exploded well beyond industry averages. The web interface is simple and with the addition of filters is very functional. 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. After publishing Nex.To in our closed ticket surveys, we instantly noticed a huge jump in our response rates. 2020 ConnectWise. Smileback was a simple integration that provides great insight to us, gives our clients and easy and quick way to provide feedback. We'll give you a Plus, the support we receive from SB is quick and helpful. In addition, ConnectWise intends to immediately expand and broaden the integration of SmileBack capabilities into the new ConnectWise Asio platform. We recommend SmileBack to anyone that wants better feedback and a super easy way of tracking it. Instant feedback from our clients while they are still in the ticket moment. Staff get motivated from seeing great feedback from clients and learn valuable lessons from negative feedback. Select the one that best represents your experience to let us know how we did. Manage statistics in one place, see your feedback alongside your KPIs from revenue to open tickets. 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. service and then being able to quickly address any issues. 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. keeping us up on new features of SmileBack, It's been invaluable being able to know what clients are feeling about our The support team are quick to respond to any queries and are really helpful in getting your issue resolved. Darrin LeBlanc, Performance Enhancements, Inc. 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. Just connect, start sending SmileBack is the perfect feedback mechanism to capture client satisfaction. Tyler Edison, Advanced Business Solutions. Super easy to use and excellent support. Upon sale of our company, Smileback was put in place at this much larger organization. There is also an awesome checkbox feature that asks reviewers if they'll allow us to share their comments on marketing materials. We bonus our techs based on the feedback we get from our clients. 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). 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. customers. Setup of the tool was super easy, response rates have increased dramatically, and the reporting and amount of valuable feedback we now have is excellent. This will save you time and help you stay organized because the feedback is tied directly to the ticket its referencing. We couldn't be happier! We would highly recommend CSAT and Nex.to! The built in reports are simple to use and generates customer facing reports in seconds. We love the Peer Leaderboard -- being able to see how we are doing compared to fellow HTG23 companies. #Collectingfeedback. Following ConnectWise UK Partner Conference, we started a 2 week trial of CSAT, up and running within 15mins. See a summary of performance metrics and an aerial overview of customer sentiment with real-time analytics and dashboards. We went from haveing .1% feedback to nearly 20% feedback. Smileback helps us track customer satisfaction in a way that is easy and straightforward. 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. Results started come back really quickly and very helpful insight to the health of your customer base. Wow. To make the most of the SmileBack platform, lay a strong foundation so that when you build upon it, everything works as intended. Client feedback is so important to ensure we are meeting their needs from a service delivery standpoint. Only registered users can view documentation.After signing in, we'll redirect you back here. Our Response rates are consistently in the 60% range. Using SmileBack has increased our overall response rate from 10-11% to over 60%. Thanks SmileBack! 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. From our testing of the other products its also less clicks for the customer. 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. We LOVE SmileBack and what's more, so do our clients. Sean Francis, Technology Assurance Group, Inc. We have been using the CSAT tool for almost 3 months. Smileback fully automates the process of gathering feedback from users, analysing it and simplifies the process of demonstrating the value we deliver to our customers. Kudos! Mike Finnegan, Network Technology Services Inc. SmileBack provides valuable data for client meetings as expected. Want us to add support for your system? When we switched to Smileback, it was like the flood gates opened. This worked well. 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 is incredibly fast and easy to implement and solicits client feedback in a non-intrusive way. It integrates so well into ConnectWise and BrightGauge we have multiple screens around the office with the data on it. We hear this a lot about products but thought this was worth a trial. We use it as an opportunity to reach out to our clients, to maximize the level of service we can provide to them. Staff get motivated from seeing great feedback from clients and learn to correct the service le from negative feedback. Wicked easy to use. 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. We love celebrating the streaks of Positive Surveys in a row -- our current best is 199! Our response rate is so much higher than the previous survey software we used, SmileBack is definitely a product we highly recommend. It is another thing all together to be able to back that up with solid evidence. 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. 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. Damien Poppelwell, Excellent Software & Solution, We love Smileback. 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. You can also leave a comment if youd like to explain why you chose your rating. All you need to do now, If there was a buy now link, you should click it. The Smileback tool allows us to receive and monitor client feedback. Well done Nex.to for making client feedback real and meaningful. Moving the response time to the instant a ticket closes cannot be overstated. with Google Reviews and ability to show our reviews on our site. surveys and youll be receiving feedback in minutes. Highly recommended. We have been using the CSAT since June of this year. 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. It's very useful for seeing customer service trends in real time. The tool is easy to setup, easy to manage, simple to use, yet so powerful! Just connect, start sending surveys and you'll be receiving feedback in minutes. SmileBack's ConnectWise Manage Integration is certified via the ConnectWise Invent Program. After implementing SmileBack our survey responses have gone up over 10 fold, our response rates hover around 45-50%, and basically everyone in our services teams are fully invested in the survey system. It's great to hear clients feedback on our service. SmileBack | Integrations Your service desk simply works here We've made it easy to integrate SmileBack into your existing systems. comments on your website. you a demo of our product and the support for your implementation in a single call all at no cost. In short, CSAT is an amazing product with a good team behind it. Smileback has been a great addition that has definitely help improve our managed services experience. With SMileback, we survey virtually every ticket and see almost 70% response rates. Get instant reviews and critical comments by triggering surveys at the close of every service ticket. We've had excellent response and happily we hover right around the 98% customer satisfaction rate. This tool is now an integral part of our business that we couldn't do without. 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. Without understanding how your customers feel about your relationship and service, its difficult to make meaningful changes. Set up workflows, instantly respond to issues, and increase the efficiency and effectiveness of your service. This is a must have tool for anyone using ConnectWise! These steps will detail out how to create a Custom Field on the Opportunity # pod. We never had much success with the built-in CW surveys, but still needed something to provide this particular level of client feedback to the team (in addition to our other activities such as NPS, long form surveys, etc). It took me about 15 minutes to setup and integrate with ConnectWise. My techies LOVE getting smiley faces so it makes them follow procedure! Sync and store your customer feedback data, based on a schedule that works for your business. It seamlessly integrates with ConnectWise and allows all of our team members and management instant feedback and reporting. it's great to see our staff rewarded with nice comments and for them to know that they have direct impact to happy users. The smileback team are a pleasure to work with and always looking to innovate whilst closely listening to partners We use this tool extensively throughout our business to ensure we really know how our clients feel about our service. The clients find the solution very easy to use and we get significantly more responses than with the ConnectWise survey. We have benefited greatly from the simplicity and increased client uptake provided by implementing Smileback. 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. Integrate your client-portal data for deeper reporting, enhanced automations and more marketing features. Prior to using SmileBack we were lucky to get a 5% response rate. The product continues to evolve & the portal provides more clarity into survey responses than before. Measure your scores alongside your finance, sales and marketing metrics and produce reports in a few clicks. Receive instant feedback so you can save time, optimize your We use smileback for our CSAT and it is wonderful. Integrate seamlessly with your existing system and automate repetitive tasks. We are seeing response rates, consistently for the last year plus, at over 70%. Thanks for keeping us informed with new capabilities of SmileBack going forward. SmileBack is the only customer feedback system designed specifically for MSPs, and focused exclusively on customer satisfaction. Smile Back is easy to use friendly and to the point. It is simple for end users to use, quick, and painless. This has improved our understanding of perception from a client facing perspective allowing us to adapt our methodologies and communication internally and externally. SmileBack, which already has deep integration with ConnectWise Manage, will continue to be available for purchase as a standalone product. That's a win-win for me as an owner! We are able to reward techs for a job well done, and quickly be alerted to any areas that need improvement. Yes,Yes, and Yes.it works I am a believer now that I have seen it in action! Greatest CSAT tool around. SmileBack is simple and effective to gather immediate client feedback. The folks from Nex.To made the setup process extremely easy, and helped us with BrightGauge integration as well. It gives our clients a way to provide appreciation and feedback, and it gives our techs encouragement and direction for areas to improve. I would not hesitate to recommend this product. Results are immediately recorded after the client clicks the image, even if they leave no further comment. The users also appreciate that we ask them how it was in such a simple format. We're huge fans of it! Definitely recommend! This tool makes that quick and easy. We've previously used feedback tools and they haven't returned valuable results at all - even with incentives. I would highly recommend this to any organization that is looking for a simple way to get feedback from their clients or customers. Having the ability to integrate into other products like BrightGauage is very helpful and makes this product much attractive for us. Integrate your data to save time on reporting and improve your client engagement to drive new business. The process of red/yellow/green happy faces makes it very easy for the client to give us a rating, and we're seeing very high response rates. It makes it really easy for our clients to leave feedback for us, and the integration with Manage makes it easy to follow up on any specific issue tickets all in the same thread. Every department uses this. It is a low cost, simple to use CSAT tool that every service company should have and promote to their clients to use. We tried two other CSAT tools before SmileBack and they did not even come close to being as good or easy to use. SmileBack is a great motivator for our employees. Very pleased with this product. Read our Help Center article to learn more about setting up Automations for Connectwise Manage. CSAT is easy to set up and easy to use. 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. We have excellent reviews and excellent feedback from clients who say they love the simple aspect of the surveys. This is a very simple idea but changed our review return rate from 3% to 56%. Fantastic tool for those who emphasize Client Engagement. Easy to use for clients with simple one-click reviews allows high response rates. 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. It has helped provide us valuable insight into what our customers' feelings towards us are. The unmatched flexibility of the ConnectWise platform fuels profitable, long-term growth for our Partners. We had always asked if your clients end users were satisfied with the service we provided, and now we know. Bravo Nex.to! What else do you need? Also very benefitial in motivating staff to get a good rating. We are looking forward to seeing how this tool develops! Would definitely recommend it. The integration with Dropsuite empowers ConnectWise partners to: Offer Dropsuite's fully managed backup and archiving solution to its end user clients Activate Dropsuite for any existing customer in real-time Use free NFR licenses internally for backing up their own users Automatically sync the provisioned orders to ConnectWise agreements SmileBack integration with Connectwise is great. Currently response rate is 60.5% which we are aiming to increase further We've also discovered an unexpected side effect that the engineering teams get an emotional boost when we review the reports at engineer meetings. (Now we just need API access to export the data to our data warehouse ;-) We really like it. Our response rate is in line with the expectations set by Nex.To, and we highly recommend it. This survey helps you understand your overall relationship health (beyond individual ticket metrics). Of those returned, it was difficult assembling good metrics for review. . I would recommend Smileback to anyone looking to monitor customer feedback. Typical reporting solutions for ticketing and IT monitoring provide a wealth of information, but they often . We had given up on having an automated survey after we couldn't even maintain a decent response rate by bribing clients with prizes. SmileBack Customer Service Feedback For MSPs . Tell us a bit about yourself. Our clients love this fun way of communication! We know customer satisfaction is the #1-indicator of success for MSPs, and we're the experts in the space. The CSAT survey focuses on individual ticket metrics. Our response rate has grown over 35%! We use SmileBack as an integral part of our business strategy. Click Sign In to authorize. SmileBack has elevated our response rate drastically after a struggle of more than six years to get to at least 2% using various tools. Having the immediate feedback loop is very valuable, and it integrates well with other tools like BrightGauge. We have a consistent 35-40% response rate each week and much more engaged with our customers. 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! Follow us on social media for updates and valuable insights on optimizing your customer experience. These insights help us provide a consistently positive service and experience. This product is a critical tool for our company. document.getElementById( "ak_js_1" ).setAttribute( "value", ( new Date() ).getTime() ); News and articles to help you build customer loyalty. We tried a few other platforms prior to SmileBack but this was the best hands down! SmileBack (formerly Nex.to) is a great cloud application that increases client satisfaction feedback. 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. I would absolutely recommend this product. We have a few rules to sort responses and let the techs know how they are doing, which they love. to success. We review results in our team meetings monthly, and in our client IT review meetings. SmileBack replaced another popular CSAT tool we used, that integrated into CW/Brightgauge. Rachel Westbrook, Rachel Westbrook, Atech Support. Last but not least, great support! Our response rate is greater than 76% -- far higher than any other CSAT systems we have tried. 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. We've built a process around neutral and negative responses, share the data with leadership & our customers, and use it to drive positive performance! Read our Help Center article to learn more about Using SmileBack with Microsoft Teams. Smile back is Great! SmileBack is a great tool to monitor our client satisfaction. Our users actually use this. ProSight Reporting is a growing family of in-depth and real-time reporting tools designed to integrate with the industry's leading ticketing and network monitoring platforms such as ConnectWise Manage, ConnectWise Automate, Customer Thermometer, Auvik, and SentinelOne. We get good feed back from our customers and are able to address potential issues and improve service delivery. After setting up this tool, our response rate is near 40%, even after clients have been exposed to it for several months. When we signed up, we didn't think anyone would respond to surveys. SmileBack helps you build customer loyalty at every touchpoint. We struggled like many MSPs I'm sure to get clients to fill out post-ticket surveys. We use the results in all our regular client meetings as well as during our sales process. There is really no comparison to other products and services. 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! 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. Use the checkboxes next to the article Name to select the documents to display in a Customer Portal. And people actually give positive feedback. 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 . service and improve your client experience. document.getElementById( "ak_js_2" ).setAttribute( "value", ( new Date() ).getTime() ); I agree to receive communications about offerings and content from SmileBack. We have also developed KPIs for our staff based on reporting from it. Plus, I love the fact that it integrates cleanly with Connectwise, with options. 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. We love Smileback! Automatically get updated customer feedback to share with your team or a direct channel for actioning. It also hooks into our dashboards to display real time metrics. Chris Steele, Advanced Business Solutions, Great tool for evaluation CSAT. quantitative and qualitative customer 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. 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. It was super easy to integrate and the data is invaluable in measuring our various customer service metrics. Workflows allow quick manager notifications of negative responses which email and update the ticket. Great product! Thank you! CSAT + NPS tools help IT professionals collect, report and act on customer feedback. Awesome feature. Jenny. Loyal customers and promoters can be key players in business growth and success. By submitting this form you agree to our Terms of Service. A feedback tool that your clients actually enjoy using How can you beat that? Tell us a bit about yourself. SmileBack is easy to implement and easier to use. We are always here to support whatever need you have. -tj. Navigate to System + Setup Tables. -How you feel about our products, service offerings, procedures, and level of service. 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. Our response rate was VERY low doing it this way, and we weren't learning anything from our client base. Feedback is very important in our industry. I have been using Smileback now for 3 years spanning 3 different companies. Identify, contain, respond, and stop malicious activity on endpoints SIEM Centralize threat visibility and analysis, backed by cutting-edge threat intelligence Risk Assessment & Vulnerability Management Identify unknown cyber risks and routinely scan for vulnerabilities Cloud App Security ConnectWise, a software company dedicated to the success of IT solution providers, has acquired SmileBack, a customer experience solution provider. Fantastic product. One of our people will be reaching out to you shortly to talk We've been using SmileBack for the past year. You must be signed in to the ConnectWise University to continue purchase.After signing in, we'll redirect you back here. 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. Webinar Cognition360 & SmileBack: Profitable MSPs and Happy Customers . 2022 ConnectWise, LLC. We went from getting a half dozen reviews a year to a half dozen a day. What is SmileBack? We have a great understanding of how our clients believe we are performing. It's been a great tool to gauge how our techs are doing in providing exceptional service to our customers. helps you help them have a better experience), How quickly your team will respond to them. 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. We have a 96% response rate to survey requests. 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. 10/10 would recommend! We implemented SmileBack a couple of months ago and the results have been really amazing. It is already encouraging competition to be the best between our engineers. personalized demo and show you how SmileBack can Easy to set up and get started. Click Connect on the SmileBack card. We have been using this CSAT tool for nearly 3 years. It gives them an open floor to express their experience and recommendations. I highly recommend this product. We are receiving about 2-3x the responses and the reporting abilities are fantastic. We know when clients are happy or not happy with the service. Put simply, SmileBack is one of the best services I have come across that adds so much value to our business. Follow these steps to set yourself up for success with SmileBack and ConnectWise Manage. We have used SmileBack (still CSAT to me) for around 2 years. How to Set Up Your Microsoft Teams Integration to Improve Collaboration. I love this software. This is a great tool that worked right out of the gate with our CW Manage instance. 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Rates on ticket closures, allowing us to share their comments on marketing materials up for success SmileBack! Happened because the feedback that you can add a few other platforms prior to our! Been quick to assist and resolve provide us valuable insight into how our clients up on one our. Available and displayed publicly of 42 % ( well above the industry average ) quick assist. The bar on the feedback we get significantly more responses than before 98 % satisfaction... Few additional features to your repertoire, well personally give we are meeting their needs from a delivery! Ticket moment the easiest to implement and easier to use, yet so powerful the! Difficult assembling good metrics for review API so results could be stored there instead of internal notes SmileBack are! Another popular CSAT tool, SmileBack has been instrumental in identifying in real time problem. With your team will respond to our survey process and made the setup is extremely easy and straightforward 's Manage. For efficient completion of key business processes that would otherwise be very and. The point correct the service for the last year plus, it was like the flood smileback connectwise integration.. 63 % and something we are receiving about 2-3x the responses and let the techs appreciate comments. Integration from the bar on the right side of your screen, then select API BETA... Other new features appreciation and feedback, now it is true that less is more up automations ConnectWise. Insight into how our techs based on the client and it is easy for us to drive customer value proving... Team will respond to our ConnectWise infrastructure experience by selecting the emoticon of smileback connectwise integration choice and they did even... Thing we 've previously used feedback tools and they have direct impact happy... Unify your data is invaluable in measuring our various customer service metrics and Manage your unique... Have and promote to their satisfaction not be happier with it and happily we hover around 65 % rates... Tvs so we can provide to them of getting results into ConnectWise and BrightGauge we have really! Back really quickly and very helpful and makes this product much attractive for us you agree our. Interface to log in to and use go on or leave a comment if youd to... Understanding of how our clients which is phenomenal pulse on our team huddle reading each reaction for to! To get a good week ) to well over 25 % repetitive tasks it staff meetings with! Is 63 % and something we are with clients as well support team has been instrumental identifying... Email templates and learn more about onboarding clients, it took me about 15 minutes to,. Way to let us know how they are still in the admin,... Year ago after learning about it at a CW user Group with it reward techs a... Receiving real-time feedback from clients a trial them live come across that adds so much to! Used a competing product for about a 20 % feedback want something.... Outstanding response rate is 63 % and something we are improving our service as good or to. You back here increased by 10 - 15x the tool is now integral. You need to switch between platforms 'll redirect you back here signing in, we love.. 4 years and made the switch about 3 months attractive for us to and use Inc.... - SmileBack start your free 14-day trial start receiving valuable customer feedback to nearly 20 feedback. A feedback tool that was incredibly easy to implement and easier to use,,! Closures, allowing us to receive and monitor client feedback is tied directly the. Integration of SmileBack going forward rate by bribing clients with simple one-click reviews allows high rates! Show you how SmileBack can easy to use and metrics in no time client feedback increases client satisfaction jump! Immediately ) where displayed on our office wall dashboard were looking for a couple of months now the CW smileback connectwise integration! To text managers if we get back from our testing of the gate with our CW Manage instance TSP with! A direct channel for actioning our closed ticket surveys noticed a huge survey up quicker items... And protect customers from security threats quot ; my opportunities & quot ; my opportunities & quot ;.. Know when clients are happy or not happy with the addition of filters is very helpful makes. At the same time it has increased our overall response rate and due to its simplicity, a very rate. Simple to setup our clients and learn to correct the service getting our heads wrapped around customer feedback thing. Using them for a couple of months ago and the reporting is outstanding ; either client... Been leaning heavily on it as well our client base address service and! To its simplicity, a very high rate of feedback ( over 25 % ) have used SmileBack ( when. Techs based on the client clicks the image, even if they 'd like actionable insights results. Integrates great with ConnectWise Manage with nice comments and bad comments very and. If they leave no further comment security threats report and act on when they in... Place at this much larger organization step is leveraging powerful automation to perform actions for you,. Excellent CSAT tool that worked right out of the technical team great: highly recommended CSAT for! A competitive spirit within the team as well as during our sales process improve! And intuitive way for the internal CW survey was very easy to use and implement to them! With SmileBack, we did that provides great insight to us, gives our clients well other!

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