Wer nutzt diese Software?

Our customers are users of help desks, this includes outsourced help desks such as MSPs but also the broader helpdesk space, where the helpdesk supports a business, rather than is the business.

Durchschnittliche Bewertung

31 Bewertungen
  • Gesamt 5 / 5
  • Benutzerfreundlichkeit 5 / 5
  • Kundenservice 5 / 5
  • Funktionen 4.5 / 5
  • Preis-Leistungs-Verhältnis 4.5 / 5

Produktdetails

  • Startpreis 83,00 $/Monat
  • Kostenlose Version Nein
  • Kostenlose Testversion Ja
  • Einsatz Cloud, SaaS, Web
  • Training Live Online
    Webinare
    Dokumentation
  • Kundenbetreuung Online

Angaben zum Hersteller

  • SmileBack
  • https://www.smileback.com/
  • Gegründet 2012

Über SmileBack

SmileBack is a customer satisfaction platform, built to be simple to use, but deep on insights. After every service transaction, one click from your customers on one of three emojis unlocks a world of increased customer loyalty, boosted morale and higher retention.

We remove the pains that stop customers giving feedback - SmileBack users see review response rates over 40%. And with advanced reporting and analytics, you'll always know how satisfied your customers are.

SmileBack Funktionen

  • Analytik
  • Dashboard
  • Empfindungsanalyse
  • Feedback-Management
  • Kundensegmentierung
  • Multichannel-Datenerfassung
  • Prädiktive Analytik
  • Survey/Poll Management
  • Textanalyse
  • Wissensmanagement
  • 360-Grad-Feedback
  • Analytik
  • Berichterstattung über Anrufe
  • Feedback-Sammlung
  • Umfrage-Management
  • Überwachung der Beschwerden

Die hilfreichsten Reviews für SmileBack

Great Product

Bewertet am 11.10.2019
James O.
Senior Partner
Computer- & Netzwerksicherheit, 51-200 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Quelle des Nutzers 
5/5
Gesamt
5 / 5
Benutzerfreundlichkeit
5 / 5
Eigenschaften & Funktionalitäten
5 / 5
Kundenbetreuung
5 / 5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Vorteile: We have been using this CSAT tool for nearly 3 years. We went from having .1% feedback to nearly 20% feedback. The reports and insight it provides are invaluable during customer business reviews.

Nachteile: None that I can think at this time.

Simple Customer Satisfaction Metrics

Bewertet am 10.10.2018
Jared M.
NOC Manager
Informationstechnologie & -dienste, 13-50 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Quelle des Nutzers 
5/5
Gesamt
5 / 5
Benutzerfreundlichkeit
5 / 5
Eigenschaften & Funktionalitäten
Kundenbetreuung
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Vorteile: Metrics galore! Cut up the data received from surveys in many ways.
Very helpful to manage service providers with many clients, giving an idea of how your employees are doing.
Delegate access to your managers and automation to alert the right users when negative feedback is received to handle accordingly.

Nachteile: Don't love being locked down to only 3 responses but in truth that keeps it simple and keeps me from going to wild with customization.
The data is only useful if its easy to read and understand and Smileback keeps you in a box to ensure that happens.

Simple to use for our company and our clients

Bewertet am 8.9.2019
Pamela W.
Customer Support Coordinator
Informationstechnologie & -dienste, 13-50 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Quelle des Nutzers 
5/5
Gesamt
5 / 5
Benutzerfreundlichkeit
5 / 5
Eigenschaften & Funktionalitäten
Kundenbetreuung
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Kommentare: The reviews our users provide via SmileBack is gathered in a dashboard that is simple to view online. We also gather the overall metrics in gauges through integration with BrightGauge. To address any negative or neutral reviews, we utilize integration with Connectwise, so that if non-positive feedback is received, our Service Manager is alerted for resolution and coaching opportunities.

Vorteile: SmileBack makes it incredibly easy for our clients to provide feedback on the service they have received. All that is required of them is to click an emoticon in an email, and then they can add a comment if they'd like. The information is gathered in a dashboard that is simple to view online and through integration with BrightGauge. We also utilize integration with Connectwise, so that if a negative or neutral review is received, our Service Manager is alerted for resolution and coaching opportunities.

Nachteile: I have not yet found anything about the software that I dislike. It is simple, easy to use, and provides the information our team needs to gauge how our support is being delivered and received.

SmileBack is a great solution for measuring customer satisfaction.

Bewertet am 4.10.2018
Verifizierter Rezensent
Tier 2 Service Manager
Informationstechnologie & -dienste, 51-200 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Quelle des Nutzers 
5/5
Gesamt
5 / 5
Benutzerfreundlichkeit
5 / 5
Eigenschaften & Funktionalitäten
5 / 5
Kundenbetreuung
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Kommentare: We are improving customer satisfaction by taking action on their reviews. We improve our employees through coaching on customer responses and we strengthen our relationships with our customers by listening to what makes them happy and what doesn't.

Vorteile: I like how it integrates into ConnectWise Manage and alerts us with each new review.

Nachteile: Some of the filters remain the same when revisiting the site and some have to be changed. Having to update the date range every time and the agents is one example.

Great Design & Easy to Use!

Bewertet am 15.10.2018
Jennifer G.
Web Developer & Designer
Informationstechnologie & -dienste, 13-50 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Quelle des Nutzers 
5/5
Gesamt
5 / 5
Benutzerfreundlichkeit
4 / 5
Eigenschaften & Funktionalitäten
5 / 5
Kundenbetreuung
5 / 5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Kommentare: We are allowing our customer to easily rate their experience, and before SmileBack it was a laborious task and we got very few responses. With SmileBack our response rate is up 43%!

Vorteile: Clean emails that get sent out.
Easy to understand.
Very easy to setup.
Easy to make back-end changes.
How easy it is for customer to give feedback, it is really amazing!

Nachteile: I would love to be able to tweak the widget design more easily.
Real-time widget reporting.

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