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. Since implementing SmileBack (back when they were Nex.to), we have been leaning heavily on it. It also continually communicates to our clients that we are dedicated to great service! more efficient. Seamlessly puts feedback right into the ticket for advanced reporting. The reporting interface is a major step backward. When we switched to Smileback, it was like the flood gates opened. SmileBack is the only customer feedback system specifically designed for MSPs and focused exclusively on customer satisfaction. We get good feed back from our customers and are able to address potential issues and improve service delivery. We had always asked if your clients end users were satisfied with the service we provided, and now we know. We have been using this CSAT tool for nearly 3 years. Amazing tool for receiving instant client feedback. We have excellent reviews and excellent feedback from clients who say they love the simple aspect of the surveys. SmileBack offers simple integration and a customer friendly experience. 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 All Rights Reserved. Only knock against SB is the need to utilize DropBox to make the integration with CW function. Stay in control with SAML-based SSO and security and privacy controls built into every layer of Domo's platform, along with compliance certifications including SOC2, HIPAA, and GDPR. The latest update is awful. The SmileBack Portal is very intuitive and easy to use. We have been using this CSAT tool for 3 years now and it has been such a positive introduction. We love SmileBack! Select Documents to Display in the Customer Portal. We couldn't be happier! comments on your website. Additionally, the reporting is outstanding; either per client or per engineer. Prior to Smileback, we surveyed on about 20% of our tickets and only had about a 20% return rate. Our response rate is above 71% and clients by and large are favourable to it (Can never satisfy 100% of people). At the top of each email, youll see three smiley faces. This is SO GREAT! With Best of all is the great support from the smileback team so far when it has been needed. 1. Skip to main content Contact Us Sign In SOLUTIONS 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! customers. We are now getting easily over 4 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. Definitely recommend! You must be signed in to the ConnectWise University to continue purchase.After signing in, we'll redirect you back here. It had a great header option to click on the filters you wanted. The product continues to evolve & the portal provides more clarity into survey responses than before. We love it! 10/10 would recommend! Outstanding tool and simple for our clients to give feedback on our service. It gives our clients a way to provide appreciation and feedback, and it gives our techs encouragement and direction for areas to improve. Michael Silverman, Advanced Network Products. NEX.TO did it again with CSAT. The additional integration with Brightgauge allows us to have our real-time results on our in-office displays. Our response rate is in line with the expectations set by Nex.To, and we highly recommend it. Great product and easy to use. Receive instant feedback so you can save time, optimize your We use the results in all our regular client meetings as well as during our sales process. 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. Clients and engineers find it easy to use, management is straightforward, and support is professional. For our IT service division, SmileBack has made this process SO simple. We absolutely love it. They removed the ability to create PDF reports. Michael Brown, Clark Integrated Technologies. This has improved our understanding of perception from a client facing perspective allowing us to adapt our methodologies and communication internally and externally. Read our Help Center article to learn more about setting up Automations for Connectwise Manage. The users also appreciate that we ask them how it was in such a simple format. 3 options. The dashboard provided by SmileBack is simple and easy to read and quickly get a handle on how we are doing. And it's fun too. Without understanding how your customers feel about your relationship and service, its difficult to make meaningful changes. 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. Enter a name and description for the connection. We now not only have great feedback on our staff we also have great marketing material as well. This tool works and customer use it. SmileBack is a great tool to monitor our client satisfaction. Let us know who you are, what system youre using We signed up for this product early on and love it. 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. Highly recommended. Measure your scores alongside your finance, sales and marketing metrics and produce reports in a few clicks. Integrates with Brightgauge. That said, its still key to bring your team up to speed so they understand what SmileBack is and why its important to collect customer feedback in the first place. 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. Link your account to this ioT smart clock and display a live feed of your last three reviews and comments. As a marketing person, I find that we have pretty great response rates with SmileBack due to its ease of use. Six months and 1300 responses in, we hover around 65% response rate and the interface is very intuitive. The CSAT has been instrumental in identifying in real time potential problem areas allowing us to respond immediately to client concerns. It is easy for the client and it integrates well into our account management process. More than half of those also include comments. Over 50% of our poor feedback is caused by communication issues that were avoidable. The fact it is so easy for the end user to provide feedback makes this tool such a success. It's a great tool to provide feedback to the team. Great job SmileBack, We pride ourselves on the service we provide, and SmileBack, Learn more at connectwise.com/announcements. Thank you! We use Smileback to gather CSAT information from our client base. 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. I was sceptical at first but this has really impacted the information we get back from our clients. Chris Steele, Advanced Business Solutions, Great tool for evaluation CSAT. Enter your email address to receive updates from ConnectWise. customer satisfaction expertise. (Now we just need API access to export the data to our data warehouse ;-) It's great to hear clients feedback on our service. We've been using Smileback for over a year. Use your metrics in almost anyway imaginable by linking your results between your apps with ease. #Collectingfeedback. How to set up SmileBack with ConnectWise Manage. We are now easily getting 4x the number of reviews from our client over our previous product. So glad we signed up for this service. Very highly recommend them and I'm very satisfied with their service. 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. We have a few rules to sort responses and let the techs know how they are doing, which they love. I highly recommend it. It provides us with conversation starters, that can lead to future opportunities and lets us be a trusted resource. We have been very happy with SmileBack. Definitely worthwhile addition. Your data is kept secure with 128-bit encryption and never shared with third parties. Remotely access and support any device, anywhere, any time. Great product and easy implementation/integration. Went from approx 2% response rate (during a good week) to well over 25%. businesses to collect and take action on user feedback. Get Smileback now.. We get information on customer satisfaction quickly and are able to draw immediate attention to anything that requires escalation Has a good interface for reviewing survey responses. and a brief message about your query or issue. 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. Show off your CSAT / NPS scores and positive customer reviews in real-time to boost your credibility and generate new leads. It is already encouraging competition to be the best between our engineers. Every MSP we coach that has implemented the CSAT tool has seen DRAMATIC increases in response rates. personalized demo and show you how SmileBack can If you are looking for a great survey tool that simply just "snaps in" to Connectwise and gets almost instant results - look no further! The SmileBack support team is very responsive and their development team has produced a reliable solution that keeps getting better. The clients find the solution very easy to use and we get significantly more responses than with the ConnectWise survey. Since switching to SmileBack we have had great response from our clients and the feedback that we receive is crucial to customer satisfaction. connect, start sending surveys, and receive feedback in minutes. supercharge your service desk through customer feedback. Easy to implement, and the simplicity means create client participation rates. This has been the best tool to measure the emotional response from clients. SmileBack replaced another popular CSAT tool we used, that integrated into CW/Brightgauge. SmileBack is a feedback platform powered by Connectwise Manage that makes it easy to monitor client sentiment and boost satisfaction. My techies LOVE getting smiley faces so it makes them follow procedure! Highly recommended! One of our people will be reaching out to you shortly to talk If there was a buy now link, you should click it. After publishing Nex.To in our closed ticket surveys, we instantly noticed a huge jump in our response rates. Before getting SmileBack we were using Connectwise's built in surveys and were not getting the level of feedback that we wanted. Yes,Yes, and Yes.it works I am a believer now that I have seen it in action! 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. If you would like to know more see our Privacy Policy. Very pleased with this product. Click on the name of the article to view it in a new tab. Great partner. Smileback has been one of the best (and easiest to implement) tools we've added to our business over the last few years. 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. We have a 96% response rate to survey requests. product we were using. This is one of the best CSAT tools that I've used :) 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. SmileBack is wonderful. Thanks for making the CSAT tool so easy! Every department uses this. Let us know who you are, what system youre using Would definitely recommend it. 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 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. We've consistently seen 70%+ response rates since implementing, and we feel much more in touch with clients. Thanks SmileBack! The implementation was very easy, and the clients really responded well for us. We went from having .1% feedback to nearly 20% feedback. We use this tool extensively throughout our business to ensure we really know how our clients feel about our service. it's great to see our staff rewarded with nice comments and for them to know that they have direct impact to happy users. to you about your concern or question. SmileBack, the #1 customer satisfaction platform designed for MSPs is now integrated with ConnectWise. Tell us a bit about yourself. If you want to add your snippet to individual service boards, follow these steps: In ConnectWise Manage, go to System and then Setup Tables Find and open the Service Board table Select the service board where you would like to add the SmileBack survey Go to the Statuses tab This is a great tool that worked right out of the gate with our CW Manage instance. Here at ANP, we thrive on a company culture of going above and beyond (we actually have ConnectWise statuses called "Above & Beyond") and SmileBack is providing us with more timely feedback that we share with our engineers. We tried a few other platforms prior to SmileBack but this was the best hands down! Smileback is a fantastic CSAT platform! Webinar: SmileBack for Autotask - NPS and other new features. Separate to the customer response our technicians also love it with the dashboard on display. Having this IMMEDIATE feedback loop in place has allowed us to demonstrate value to all of our customers. 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.. It's colorful - visual, which gets our customer's attention Great job SmileBack! Smileback is an essential part of our CSAT process. We love celebrating the streaks of Positive Surveys in a row -- our current best is 199! We have implemented Smileback this year and it has been so user friendly to work with and easy to interpret the results. Just Keep your clients at ease with backup and disaster recovery you can trust. Read our Help Center article to learn more about Using SmileBack with Microsoft Teams. Turn ", but will definitely call if something bothers them). Unify your data to create interactive dashboards and reports to provide actionable insights and results. We went from a 2% response rate to over 45% response rate and a net CSAT of 95.1. Thanks! SmileBack is invaluable for what it does for our company morale! Staff get motivated from seeing great feedback from clients and learn valuable lessons from negative feedback. End of story. 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. First, the clients love it - if they're in a hurry, it's simple to click 1 of the 3 buttons and move on. CSAT is our go-to tool for clients and team members. In addition, the team is great to work with, very responsive! Create custom reports to prove your value to clients, present data-driven opportunities, and drive meaningful conversations. To make the most of your data, the next step is leveraging powerful automation to perform actions for you. We were recently faced with a challenge in routing because of some internal structure changes, but the team rallied & found us an awesome solution!! What we didn't expect was the positive impact it would have on our team! Positive reinforcement for our Help Desk staff is outstanding! It provides valuable information for us, and is super easy to implement and just as easy to get usable data from it. We have used SmileBack (still CSAT to me) for around 2 years. We've had excellent response and happily we hover right around the 98% customer satisfaction rate. Measure your scores alongside your finance, sales and marketing metrics and produce reports in a few clicks. In short, CSAT is an amazing product with a good team behind it. Feedback is very important in our industry. In other words, the more deeply integrated your workspace is, the less complex your teams daily tasks will be. We've built a process around neutral and negative responses, share the data with leadership & our customers, and use it to drive positive performance! Your data is kept secure with 128-bit encryption and never shared with third parties. This tool makes that quick and easy. Would highly recommend. Instant feedback immediately available to all of our techs is great! At the same time it has also helped us eliminate and train to end customer frustration. ORLANDO, Fla. (November 9, 2022)-- Today, at IT Nation Connect, ConnectWise, the world's leading software company dedicated to the success of IT solution providers (TSPs), shared insights on the unique challenges TSPs face in today's everchanging technology environment.The company, poised to help bolster managed service providers (MSPs) and small businesses through uncertainty, announced a . Thanks. We've used the CSAT tool for a few weeks and have received more feedback than any other related solution. service and then being able to quickly address any issues. We are receiving about 2-3x the responses and the reporting abilities are fantastic. They love the feedback and it is easy to quickly address any client issue. The setup took less than 2 minutes. SmileBack integration with Connectwise is great. Very quickly realized that this tool takes the relationship with each one of our clients to the next level. I have been using Smileback now for 3 years spanning 3 different companies. Take SmileBack for a 14-day test drive and start collecting valuable feedback that you can act on. Smileback has been instrumental in gathering more feedback from customers on the service that we render to them, especially the positives. It has come in handy at quarterly meetings to show clients how their end users have rated our service. Terms. Integrate seamlessly with your existing system and automate repetitive tasks. Better yet, well personally give In fact one of our clients wanted to start using Smileback for themselves they loved it so much! Follow these steps to set yourself up for success with SmileBack and ConnectWise Manage. We integrate with BrightGauge and have workflows in place that help out a bunch! Are you happy? SmileBack works well for us. Also, the reporting and dashboarding aspects of the product are very informative and flexible. We hear this a lot about products but thought this was worth a trial. Get instant reviews and critical comments by triggering surveys at the close of every service ticket. 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. Before using the CSAT tool we were averaging less than one response a month and now our response rate is above average at 53%. Email & Password Email Address Password Password confirmation Profile Company Name First Name Last Name Professional Title / Position I use the info when we have client meetings and review them with the staff weekly. This customer satisfaction platform is just great. Directly integrate reviews into your company's Slack and use dedicated channels to analyze them live. Advanced quote and proposal automation to streamline your quoting. A must have tool for todays MSPs. Super easy to setup. One of our people will be reaching out to you shortly to talk We get more client feedback with more verbal comments than ever received through CW surveys. We never had feedback better than 10%. Well Done. Integrate your client-portal data for deeper reporting, enhanced automations and more marketing features. Smile Back is easy to use friendly and to the point. and a brief message about your query or issue. Thanks SmileBack!!! Integrate seamlessly with your existing system and automate repetitive tasks. Easy interface to log in to and use and not complicated in the slightest. A great tool. Thanks Nex.to! It's an easy to use interface and customers don't mind clicking on the smiley faces instead of completing a survey. CSAT survey tool is real easy to implement and use. Adoption by clients surprisingly easy and even after 2 years of use we are still over 50% responses on closed service requests. This one is a very user friendly with one click and we've had a very high reaction rate. I LOVE SMILEBACK! We love this tool. 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. We bonus our techs based on the feedback we get from our clients. Understand how your customers feel about your service with a customer feedback system built on Customer Satisfaction(CSAT)and Net Promoter Score(NPS). Professional services automation designed to run your as-a-service business. We use SmileBack as an integral part of our business strategy. Typical reporting solutions for ticketing and IT monitoring provide a wealth of information, but they often . 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). 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. We can use those comments in marketing. 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. insights, you can start using data to improve the efficiency of your operations, retain more customers After suffering with dismal response rates, we finally discovered the Nex.to CSAT tool. Our Operations people like the instant notification they get on a neutral or negative response so they can follow up with the customer immediately. There is no contest. Staff get motivated from seeing great feedback from clients and learn to correct the service le from negative feedback. Smileback increased our feedback from about 1% of completed tickets to over 50%. 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. 2020 ConnectWise. 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. Unify your data to create interactive dashboards and reports to provide actionable insights and results. We used a competing product for about 4 years and made the switch about 3 months ago. This is a great product! 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. and provide eSignature approval to shorten the sales cycle. SmileBack has been an amazing tool to receive insant feedback from our clients. We would highly recommend CSAT and Nex.to! The CSAT feedback tool is imperative to measuring the service which we provide. Sending Stored Credential Data. When we relied on CWM surveys, the only people who responded to survey requests were upset clients. Very high response rates since we set it up. Our CSAT response rate went from 4% to 42% and setup was quick & easy. We get over 60% response rate which makes this tool the best feedback tool that we have used. We love this product. I see our team regularly checking the big screen on our wall with all of the reviews and comments. You can also leave a comment if youd like to explain why you chose your rating. 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 . It gives them real time analytics into our service performance and keeps everyone accountable for their service tickets. :-). 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. 24/7/365 network operations center of expert technicians at your service. Only using the tool for a short amount of time we were impressed with the response rate from day 1. We went from about 2 responses a year to 8 responses on the first day. We've been using SmileBack for the past year. Whats more, you wont be able to successfully run automation down the line if theres an error with the API key authentication. Smileback is exactly the CSAT info we need. It has improved our client retention, satisfaction, and has given us overall insight into service delivery. Loyal customers and promoters can be key players in business growth and success. 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. The setup is extremely easy and user interface clear and concise. I've probably said this many times before, but happy to say it or similar again! We love Smileback! We've used Smileback for over a year now. We have it setup to text managers if we get a negative or neutral response. You don't really know until you ask them. 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. Get ConnectWise API Keys. ConnectWise, a software company dedicated to the success of IT solution providers, has acquired SmileBack, a customer experience solution provider. 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 now get real-time accurate feedback from our clients. Simple to set up and use, highly recommended. 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. Since moving to Smileback our return rates have exploded well beyond industry averages. After implementing SmileBack our survey response rates increased by 10 - 15x. This tool is now an integral part of our business that we couldn't do without. After moving to Nex.To, our response rate hovers around 50%, and the technicians are giddy with excitement for green smiles. With an innovative, integrated, and security-centric platform, ConnectWise enables TSPs to drive business efficiency with business automation, IT documentation, and data management capabilities. Currently response rate is 60.5% which we are aiming to increase further 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. If you are thinking about switching, don't wait, make the move and you won't regret it. We LOVE SmileBack and what's more, so do our clients. Plus, it was easy for us to implement and so easy for the customers to use. Excellent way to get feedback from clients and to make sure that they are satisfied with the closure of and outcome of the tickets we work for them. It's very easy to use and manage from an admin point of view. We make it easy for SmileBack to become a part of your daily workflows so there's fewer barriers to success. Weve helped 1,000+ customers over the last five years improve their business through our Gareth Johns, Business Computer Solutions Ltd. We used ConnectWise Surveys from 2009 and switched to SmileBack in 2015. We have had the most amazing response rate, its worth every penny. As a manager I would always receive the negative feedback from a client, but never saw any positive. Employees take pride in their CSAT score/reviews and has helped boost our CS just by having it available and displayed publicly. Simple integration set up. It only takes clients a few clicks to provide a response to a ticket and let us know how awesome we were or if there was an issue with the support received. It definitely fills in the gaps in the built-in CW survey system. Simplesat can help with: Identifying unhappy customers (linked with your service desk) Sending feedback to 3rd party tools like BrightGauge, Slack or Microsoft Teams. Response rates are very high so we can rely on the data. In just the one week it has been implemented, we have received more surveys than we did in an entire month with the built-in ConnectWise surveys. In addition, ConnectWise intends to immediately. Bravo Nex.to! 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. SmileBack Customer Service Feedback For MSPs . Consistent, scalable, and high-quality help-desk services with trained technicians. our survey responses have more than doubled. We are always here to support whatever need you have. Your account is setup and ready to go. In fact, each morning we start our team huddle reading each reaction for everyone to see. This is why its critical to take your time to ensure the correct API keys are set up and validated before you move on. SmileBack is a feedback platform powered by Connectwise Manage that makes it easy to monitor client sentiment and boost satisfaction. 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. How could I not love SmileBack? Setting up the CSAT survey is step one. Fantastic tool that increased our response rate enormously. This has been the only tool for gathering CSATs that has worked for us, and we are very pleased with it! It's smart, timely, and actionable. This is honestly the easiest system we have worked with and the analytics are perfect. 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. Solve staffing issues with managed services to support your team and clients. This product is a critical tool for our company. SmileBack is extremely easy to setup and use. is simply sign in and youll be receiving useful feedback and metrics in no time. Amazing software! We use SmileBack for client feedback and see about 150 responses per week, with about 50 that include comments. This has been a big part of continuing to communicate better with our clients to ensure we are taking care of them. SmileBack's ConnectWise Manage Integration is certified via the ConnectWise Invent Program. After setting up this tool, our response rate is near 40%, even after clients have been exposed to it for several months. Click on Add API Key. Weve made it easy to integrate SmileBack into Very highly recommend for those struggling to get customer feedback. We love the multiple reporting features that are offered. There are several actions you can set up. We are looking forward to seeing how this tool develops! Over 50% of tickets are getting feedback. Great product. Easy to implement and works great with Brightgauge. Smileback makes it soooo easy for a client to leave a review. Delivers you the insights you need to improve your QBR process, your business and the businesses of your clients. Our clients love it, and I would recommend it. From our testing of the other products its also less clicks for the customer. Click Sign In to authorize. 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. Learn Additionally we use this to sell new contracts since most other providers dont take the time to show recent relevant feedback from real clients. My only wish is that ConnectWise would open up its Survey API so results could be stored there instead of internal notes. As it becomes part of your daily routine, your SmileBack and ConnectWise Manage platforms will help you increase efficiency, collaboration, and customer satisfaction. One of our feedback specialists will be reaching out to you The CW survey tool brought a good improvement when we implemented it. In the first week of full use, we received 80 responses - it's that dramatic! Having the ability to integrate into other products like BrightGauage is very helpful and makes this product much attractive for us. Has a neat widget for your website. SmileBack is the only customer feedback system designed specifically The number of surveys returned today is ten-fold what it was prior to us using SmileBack, and we couldn't be happier. efficiency. Jenny. It has helped provide us valuable insight into what our customers' feelings towards us are. We really like it. Smileback was a simple integration that provides great insight to us, gives our clients and easy and quick way to provide feedback. 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. Monitor and manage your clients networks the way you want - hands-on, automated or both. This tool is invaluable! Here's how SmileBack helps you do that: Sign up for SmileBack Review Setup Docs Connect your data and identify opportunities for growth and improvement. About Configuration Questions Very easy to implement and manage. They loved the simplicity and ease of integration & the CSAT reviews began to shape technician behavior in a positive way. Sean Francis, Technology Assurance Group, Inc. We have been using the CSAT tool for almost 3 months. Simplicity for customers also greatly increases response rates to help maximize client feedback. We are getting actionable data in real time, and by following up promptly we are improving our service. Without telling customers they instantly started using this very easy to use system. Create your account to kick-off your free 14-day trial and start receiving valuable customer feedback in minutes. Its always up on one of our TVs so we can all see how great we are doing! Great integration into ConnectWise Manage. It's achieved exactly what I needed to see with my engineers. It is easy to use and reporting is simple and straightforward. 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's genius to have just three smiley faces as required, and any additional feedback as optional. We had very little engagement with the old CW surveys but we've had a ton of great engagement with Smileback. 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. 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. It's an invaluable tool for keeping our clients happy! Webinar Cognition360 & SmileBack: Profitable MSPs and Happy Customers . The ease of setup and instant benefits means this product is one I can definitely recommend. Great tool!! Smileback is probably the best CSAT integration platform out there. Only registered users can view documentation.After signing in, we'll redirect you back here. By submitting this form you agree to our Terms of Service. That which is measured gets improved. 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. PR Contact: At Marco, we track everything! Nex.To helps keep our technicians engaged in the expectations, attitude, and follow-up that great service requires. Damien Poppelwell, Excellent Software & Solution, We love Smileback. Get a free consult + demo with a feedback specialist today! The technicians see the contact / client, ticket number, summary, and their CW username with each response. It has allowed us to get constructive feedback from our clients and use that to provide better service. We've used SmileBack for a little over 3 years now. It seamlessly integrates with ConnectWise and allows all of our team members and management instant feedback and reporting. 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. #1 benefit is knowing how GOOD of a job we are doing. Just connect, start sending Results (appeared immediately) where displayed on our office wall dashboard. Your account is setup and ready to go. Excellent tool. With quantitative and qualitative customer insights, you can start using data to improve the efficiency of your operations, retain more customers and expand the reach of your business. The effort you put in today will help you acquire high-quality referrals, increase operational efficiency, improve team morale, and reduce customer churn. Their support is always fast and friendly. We want to monitor client satisfaction and we want something simple. SmileBack has been instrumental in helping us to keep a solid pulse on the client experience across our multiple locations. We have tried others in the past but decided this year to give Smileback a go and very glad that we did. Absolutely a great tool. Automation is the best and fastest way to make SmileBack more efficient. We have been using SmileBack for nearly 4 years now and LOVE, love love! Integrate your data to save time on reporting and improve your client engagement to drive new business. 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. It is simple. Highly recommended! Everyone said how easy it was to setup and how response rates improved as soon as they installed it. 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. We've been using Nex.To for a couple of months now. Thanks for keeping us informed with new capabilities of SmileBack going forward. Really nice product! :), Jason Pitcher, Advanced Business Solutions. 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. SmileBack is the most simple and convenient tool I have encountered. Surveys are no good if client's don't fill them out and SmileBack has solved that problem for me! The tool is easy to setup, easy to manage, simple to use, yet so powerful! 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 Helps our team identify areas of strength and areas that need improvement. Everything you need to know - from our experts. Highly recommended! We were able to tailor this to our needs with the help of the awesome support staff at SmileBack. If youre ready to go beyond the basics in this guide, book a call with us to discuss the Net Promoter Score (NPS) survey. gumleaf cottage farmstay; kpop deepfakes; Newsletters; small reclining sectional sofa; solar air conditioner price; analyst jobs salary uk; girl coerced into surpirse sex tapes Great way to build team spirit. Direct to the point. This is a must have tool for anyone using ConnectWise! Definitely recommend! We get the red, yellow, green, and then comments from end users. custom client reports help you leverage feedback for more meaningful QBRs. Simple to use and setup. helps you help them have a better experience), How quickly your team will respond to them. Want us to add support for your system? 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% Our response rate is greater than 76% -- far higher than any other CSAT systems we have tried. We are a smaller based IT company and want to give our clients a voice. Kaseya VSA et Zoho Assist : comparez rapidement les alternatives. It serves as a good reminder that our service is something to be proud of and that our clients truly appreciate everything we do for them. Set up is simple and the SmileBack team are super easy to do business with. These insights help us provide a consistently positive service and experience. CSAT + NPS tools help IT professionals collect, report and act on customer feedback. Under Service Desk, find the Service Ticket - Dependencies and set the permissions to All for all four categories (Add, Edit, Delete, Inquire). It's easy to manage, easy for our clients to use, and gets our technical teams invested in the feedback process. Reports look nice and are great to present to clients at business reviews. Much better, simpler interface, and they send great suggestions via email to improve feedback, that have worked wonders! Results started come back really quickly and very helpful insight to the health of your customer base. They can click one smiley and go on or leave a note if they wish. They've figured out an ingeniously simple system of getting results.. :), Zasha Zepeda, Bellwether Technology Corporation. It was super easy to integrate and the data is invaluable in measuring our various customer service metrics. Have been using the service for some time and it has been great. 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. supercharge your service desk through customer feedback. We did a bit of promotion for the first few months by offering a lucky draw to customers externally and top rated engineer internally. Set up workflows, instantly respond to issues, and increase the efficiency and effectiveness of your service. 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. 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. Navigate to System + Setup Tables. Remove DropBox and my rating will bump to 5 stars. -tj. Connect and transform datasets quickly and at scale, building robust data pipelines that help drive deeper insights. The CSAT survey focuses on individual ticket metrics. Create and schedule custom-branded NPS surveys. 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. In the MSP world, we often only hear negative feedback when giant issues occur. We have been overwhelmingly happy with SmileBack. 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 Highly recommend! Smileback was the best thing that we could have done for reviews. Instant feedback from our clients while they are still in the ticket moment. times the number of reviews from our clients and customers versus the previous . SmileBack combined with Brightgauge has given us a clean, easy way to see exactly how we are doing. The reports and insight it provides are invaluable during customer business reviews. Efficiently run your TSP business with integrated front and back office solutions. Response volume is consistent and customer satisfaction is up 5 points from 93 to 98. Proven in satisfaction We've helped 1,000+ customers over the last five years improve their business through our customer satisfaction expertise. Working with Leo to get everything setup was a breeze and their support so far has been very responsive. #Collectingfeedback. Smileback has been a great addition that has definitely help improve our managed services experience. It gives us a good snapshot of what our customers think of our team's performance. We love Smileback! Well done! I would not hesitate to recommend this product. 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. So easy. We use smileback for our CSAT and it is wonderful. Our customers experience an average response rate of 42% (well above the industry average). 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 . There is no bloat, no confusing dashboard. The unmatched flexibility of the ConnectWise platform fuels profitable, long-term growth for our Partners. Garry Feldman, U.S. Computer Connection, LLC. 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 We have also developed KPIs for our staff based on reporting from it. 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. Thank you for delivering a great product! SmileBack | Integrations Your service desk simply works here We've made it easy to integrate SmileBack into your existing systems. We love the Peer Leaderboard -- being able to see how we are doing compared to fellow HTG23 companies. Well done Nex.to for making client feedback real and meaningful. Dave Mulvey, Advanced Network Products Inc. David S. Mulvey. We implemented SmileBack and built some simple workflow so that an email is sent from an account manager after the ticket is closed. It is one thing to tell people you are doing a great job and that your clients appreciate you. 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. This CSAT tool is critical to our NOC. Rachel Westbrook, Rachel Westbrook, Atech Support. Easy to set up, easy for our customers to use, and has given us great insight into what our customers think. The QuoteWerks ConnectWise integration is only available in the Corporate Edition of QuoteWerks. Definitely recommend! We've been using the Nex.To CSAT product since they were in beta, and could not be happier with it! Smileback is an easy to setup tool that allows our clients to give that feedback with as little as one click! We went from getting a half dozen reviews a year to a half dozen a day. Search for the "Custom Fields" Table. Its a great way to gauge where we are with clients as well as have a little in-house competition. SmileBack integrates beautifully with ConnectWise so when we are reviewing tickets we just select a "Close with Survey" option. Clients love it. We have metrics boards in the office, and we've setup a couple of the boards to show the Nex.To dashboard. Put simply, SmileBack is one of the best services I have come across that adds so much value to our business. And increase revenue using remote monitoring, security, and backup disaster recovery technologies. SmileBack is the only customer feedback system designed specifically for MSPs, and focused exclusively on customer satisfaction. We set up the typical closed status email which included a survey link. Address service gaps and replicate airtight processes by identifying pain points and customer 2022 ConnectWise, LLC. The best way to get them up to speed is to onboard them before you send your first CSAT survey. Best review software we've used. The documentation was clear and the integration was minimal. We've been using it for a couple of years, and our response rate is still above 40%. SmileBack has been the best thing we've ever added to our company. Easy to set up , easy for clients to use. Highly recommend it! We highly recommend this product to other MSPs! 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. We increased our survey results from a single digit reply rate to over 50% of our clients now respond to our survey. To be able to get daily positive feedback (in addition to more details on those seldom negative reviews) has been a real morale booster. Also very benefitial in motivating staff to get a good rating. 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). Show off your NPS/CSAT scores and positive When I post in Teams the personalized shout-outs from clients, it builds morale and encourages others to step up their game. Monitor and gather insights on your customer response data in real time. This way, youre bringing responses directly into your primary workspace, so you wont need to switch between platforms. We will never know how many clients this tool has saved for us by letting our account managers interject before something gets out of hand and make it right! Moving the response time to the instant a ticket closes cannot be overstated. SmileBack is the perfect feedback mechanism to capture client satisfaction. All they have to do is click one simple face to give feedback. All rights reserved. This connection, coupled with healthy incentivization tactics, is the best way to motivate employees to adopt your values as their own. 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. It is simple for end users to use, quick, and painless. This is one of our better add ons for our business. So many benefits to having an integrated CSAT tool. We know customer satisfaction is the #1-indicator of success for MSPs, and we're the experts in the space. Powerful reporting in the backend allows for slicing and dicing the data. This gives our clients an additional way to let us know how they feel about the service we provide. The couple of times we have had an issue, the SmileBack support team has been quick to assist and resolve. If you already have one generated, you may be able to skip this step. Our clients are completing the surveys 100% of the time. Since using Smileback our client satisfaction was increased substantially. This is super effective compared to the less integrated method we were using before. 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. Love the new integration Our company has been using SmileBack since October 2016 and it has really given us an insight into how our clients view our service. This will save you time and help you stay organized because the feedback is tied directly to the ticket its referencing. Smileback support has been responsive to any help we need. Smileback is simple, effective and an absolute necessity in any service based business. Use the checkboxes next to the article Name to select the documents to display in a Customer Portal. We are always here to support whatever need you have. Our clients love this fun way of communication! Wicked easy to use. We have been using the CSAT since June of this year. Automatically get updated customer feedback to share with your team or a direct channel for actioning. Last but not least, great support! It has allowed my Service Teams to identify and focus upon customer improvement opportunities. We started out using the CW Surveys and they just weren't getting the response rate that we thought we should have. We have a great understanding of how our clients believe we are performing. Workflows allow quick manager notifications of negative responses which email and update the ticket. At the close of every support ticket, youll receive an email with a one-question survey that takes less than a minute to complete. News Posts Have news to share? 24/7/365 threat monitoring and response in our security operations center. This simple and inexpensive tool has allowed us to address our clients concerns more effectively. This tool shows how much positive feedback your team is generating. We've seen a significant improvement in customer satisfaction from this one tool alone. Both fields are required for Spreedly to populate requests to your payment gateway with the necessary stored credential fields. 10/10 recommended! SmileBack integrates with BrightGauge and combined with manage gets us the information we need to understand our client satisfaction. It has been quickly adopted and we are seeing improvements in people responding so it great. We are now receiving real-time feedback from our clients which is essential to the growth of our support department. Very intuitive and easy for customers to use. Great product because it is simple and straight forward. Josh Oakes, New England Network Solutions, Inc. SmileBack has been a game-changer for us from the start, for tracking CSAT. This is a very simple idea but changed our review return rate from 3% to 56%. Angel Rojas, DataCorps Technology Solutions. 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. When we started using the product we didn't realize how much more feedback we would get. Highly recommended!! Understand how your customers feel about your service with a customer feedback system built on Support has been quick to respond and helpful. Support is very responsive 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. 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 looked at this tool following a ConnectWise User Group meeting in the UK. Managed Security Solutions Provider (MSSP), Identify where you are, where you want to go, and how to get there, TSP training & professional development certifications, Build customer loyalty at every touchpoint, Leverage your customer data with our custom built service integrations, Professional services automation software, The only customer feedback system designed specifically for MSPs. There is also an awesome checkbox feature that asks reviewers if they'll allow us to share their comments on marketing materials. Sending stored credential data is simple . My staff loves it, I love it and I can't imagine life without it at this point. Select the one that best represents your experience to let us know how we did. Survey's don't have to suck and Smileback has figured out an ingeniously simple systems of getting results. All you need to do now, Click Connect on the SmileBack card. For this guide, well focus on the Submit a survey response to ConnectWise Manage action. Of those returned, it was difficult assembling good metrics for review. Setup and installation was so simple, it took minutes. Just connect, start sending surveys, and receive feedback in minutes. We practice what we preach. Our Response rates are consistently in the 60% range. 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Feedback we would get 128-bit encryption and never shared with third parties is 199 more at connectwise.com/announcements doing a header... In just two short months of using it we are doing publishing Nex.To our... Surveys but we 've been using this very easy to read and quickly get a free consult demo... Much more feedback from a 2 % response rate ( during a good team behind it DropBox to make most...