Websites using Smileback

Okay, let s break down SmileBack, covering its overview, revenue (though this is generally not publicly available), alternatives, pricing, and customer care details.

Overview of SmileBack

SmileBack is a customer feedback platform specifically designed for Managed Service Providers (MSPs) and IT service companies. Its primary purpose is to:

• Gather Customer Feedback: Collect regular feedback from clients regarding their experience with the MSP s services and support.
• Measure Customer Satisfaction (CSAT): Track and measure CSAT scores to identify areas for improvement.
• Improve Customer Retention: Use feedback to address issues proactively, improve service delivery, and ultimately retain clients.
• Increase Referrals & Sales: Happy customers are more likely to provide referrals and be open to additional services.
• Enhance Team Performance: Feedback can be used to coach and train team members and improve individual and overall team performance.
• Integration with PSA (Professional Services Automation) Tools: A key feature is its integration with popular PSA tools like ConnectWise Manage, Autotask, HaloPSA, Kaseya BMS, and others. This allows for automated feedback requests triggered by ticket closure or other events within the PSA.

Revenue

As a privately held company, SmileBack does not publicly disclose its revenue figures. It s very difficult to estimate without inside information.

Alternatives to SmileBack

Here are some alternatives to SmileBack, categorized by similar features and target audience:

• Similar MSP-Focused Feedback Platforms:
  • Integromat/Make + Customer.Guru/Satismeter: These are automations platform for collecting customer feedback with a focus on MSPs, but generally, they are more DIY with a broader toolset.
  • AskNicely: Focuses on daily NPS (Net Promoter Score) measurement and real-time feedback. More general-purpose but can be adapted for MSPs.
  • Birdeye: A complete reputation and experience marketing platform
  • Simplesat: Can collect customer feedback on tickets.
  • Zendesk Suite: A full customer service software with feedback functionality
• General Customer Feedback Platforms:
  • Qualtrics: A comprehensive platform for enterprise-level surveys and feedback analysis. Powerful but can be overkill for smaller MSPs.
  • SurveyMonkey: A popular and versatile survey tool.
  • Typeform: Known for its visually appealing and conversational surveys.
  • Google Forms: A free and simple option for basic surveys.
  • Delighted: Simple, straightforward customer satisfaction surveys, often using NPS.
• PSA Built-in Features: Some PSAs (like ConnectWise Manage) have basic survey or feedback capabilities built-in. These might be sufficient for very basic needs.

Factors to Consider When Choosing an Alternative:

• Integration: How well does the platform integrate with your existing PSA and other tools?
• Automation: Does it automate feedback requests based on ticket closure or other events?
• Reporting & Analytics: What kind of reporting and analytics are provided? Can you track trends and identify areas for improvement?
• Customization: Can you customize the survey questions and branding?
• Price: What is the pricing structure, and is it affordable for your business?
• Ease of Use: How easy is the platform to set up and use for both you and your customers?

Pricing

SmileBack offers various pricing plans, generally based on the number of technicians or users. While the exact pricing varies and you should always check their website for the most up-to-date information, here s a general idea:

• Subscription-Based: SmileBack uses a monthly or annual subscription model.
• Tiered Pricing: They typically offer different tiers with varying features and limits. The higher the tier, the more features and technicians/users are included.
• Free Trial: SmileBack often offers a free trial period so you can test the platform before committing to a paid plan.
• Volume Discounts: Discounts may be available for larger MSPs with a significant number of technicians.

Customer Care Details

• Website: The primary source of information is the SmileBack website.
• Support Portal/Knowledge Base: They typically have a support portal or knowledge base with articles, FAQs, and troubleshooting guides.
• Email Support: You can usually contact their support team via email.
• Phone Support: Phone support availability may vary depending on the pricing plan. Higher-tier plans often include phone support.
• Live Chat: Some software companies offer live chat. Check SmileBack s website to see if they do.
• Training & Onboarding: They may offer training and onboarding resources to help you get started with the platform.
• Social Media: Check their social media channels (LinkedIn, Twitter, etc.) for updates and announcements.

How to Find Specific Customer Care Information:

1. Visit the SmileBack Website: Look for a Support, Help, or Contact Us section on their website. This is where you ll find the most up-to-date information.
2. Check Your Account: If you re already a customer, log into your SmileBack account and look for support resources within the platform.
3. Search the Knowledge Base: Use their knowledge base to find answers to common questions.
4. Contact Sales: If you re considering SmileBack, contact their sales team. They can provide information about pricing, features, and support options.

In summary, SmileBack is a powerful customer feedback platform designed for MSPs. Understanding your specific needs and comparing them to the features, integrations, pricing, and support options of SmileBack and its alternatives will help you make the best choice for your business. Remember to check the SmileBack website for the most current details.