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. SmileBack has been instrumental in helping us to keep a solid pulse on the client experience across our multiple locations. Fantastic tool for those who emphasize Client Engagement. Highly recommend it! Setting up the CSAT survey is step one. We went from a 2% response rate to over 45% response rate and a net CSAT of 95.1. We love Smileback! Luis Alvarez, Luis Alvarez, Alvarez Technology Group, Inc. We switched to SmileBack from the internal CW surveys almost two years ago and it's been awesome. SmileBack is the only customer feedback system designed specifically The extra few clicks was apparently the roadblock keeping our clients from sharing their satisfaction with us. We've been using Nex.To for a couple of months now. Unify your data to create interactive dashboards and reports to provide actionable insights and results. ConnectWise, a software company dedicated to the success of IT solution providers, has acquired SmileBack, a customer experience solution provider. This tool shows how much positive feedback your team is generating. Integrate seamlessly with your existing system and automate repetitive tasks. Clients and engineers find it easy to use, management is straightforward, and support is professional. As a result, your team will be more effective because they dont have the burden of system proliferation and increased complexity. Also, the reporting and dashboarding aspects of the product are very informative and flexible. SmileBack is so simple to use and to understand. service and then being able to quickly address any issues. We are looking forward to seeing how this tool develops! Great partner. insights, you can start using data to improve the efficiency of your operations, retain more customers My only wish is that ConnectWise would open up its Survey API so results could be stored there instead of internal notes. SmileBack integrates beautifully with ConnectWise so when we are reviewing tickets we just select a "Close with Survey" option. It is already encouraging competition to be the best between our engineers. Simple to set up and use, highly recommended. The SmileBack Portal is very intuitive and easy to use. I LOVE SMILEBACK! 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. We are now able to see how our clients rate us. A feedback tool that your clients actually enjoy using How can you beat that? :), Zasha Zepeda, Bellwether Technology Corporation. Fantastic product. We love SmileBack and so do our clients! gumleaf cottage farmstay; kpop deepfakes; Newsletters; small reclining sectional sofa; solar air conditioner price; analyst jobs salary uk; girl coerced into surpirse sex tapes Best of all is the great support from the smileback team so far when it has been needed. Email & Password Email Address Password Password confirmation Profile Company Name First Name Last Name Professional Title / Position We love the Peer Leaderboard -- being able to see how we are doing compared to fellow HTG23 companies. This one is a very user friendly with one click and we've had a very high reaction rate. to success. SmileBack's customer satisfaction suite boasts many powerful tools such as net promoter scores (NPS), customer satisfaction tracking, templated reports, and much more. It gives them an open floor to express their experience and recommendations. It gives them real time analytics into our service performance and keeps everyone accountable for their service tickets. Best review software we've used. We love Smileback! It's very easy for clients to provide feedback and it's collected in a presentable dashboard format. our survey responses have more than doubled. Six months and 1300 responses in, we hover around 65% response rate and the interface is very intuitive. Signup - SmileBack Start your free 14-day trial Start receiving valuable customer feedback in a matter of minutes. We are now receiving real-time feedback from our clients which is essential to the growth of our support department. Loved by our technician and has created a competitive spirit within the team as well as promoting a customer service culture. Setup and installation was so simple, it took minutes. Highly recommended! With SMileback, we survey virtually every ticket and see almost 70% response rates. Follow these steps to set yourself up for success with SmileBack and ConnectWise Manage. Very streamlined tool that was incredibly easy to setup. Weve made it easy to integrate SmileBack into your existing systems. 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. Integrate your client-portal data for deeper reporting, enhanced automations and more marketing features. Stay on point by triggering one-click surveys at the close of every service ticket. Our response rate is almost 60%, which is phenomenal. Since using Smileback our client satisfaction was increased substantially. We are relatively new to SmileBack and are seeing some really great feedback from clients. We've used SmileBack for a little over 3 years now. We use this tool extensively throughout our business to ensure we really know how our clients feel about our service. Our clients are completing the surveys 100% of the time. We use the results in all our regular client meetings as well as during our sales process. We've also discovered an unexpected side effect that the engineering teams get an emotional boost when we review the reports at engineer meetings. Just connect, start sending They removed the ability to create PDF reports. SmileBack integrates with BrightGauge and combined with manage gets us the information we need to understand our client satisfaction. A must have tool for todays MSPs. Our Response rates are consistently in the 60% range. Create custom reports to prove your value to clients, present data-driven opportunities, and drive meaningful conversations. For any otherquestions with this integration, please contact the Smileback team directly to resolve any issues. Green Smiley face here! Solve staffing issues with managed services to support your team and clients. We are always here to support whatever need you have. 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 Typical reporting solutions for ticketing and IT monitoring provide a wealth of information, but they often . Very intuitive and easy for customers to use. Smileback was the best thing that we could have done for reviews. Great product because it is simple and straight forward. We've used Smileback for over a year now. Great product, easy to setup and so far we have a truly impressive response rate - it is true that less is more! 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. This takes you to the Resplendent Data Studio. Great product. Valuable piece of our business I would not want to live without. Highly recommended CSAT tool, easy to use and very effective. Damien Poppelwell, Excellent Software & Solution, We love Smileback. Click here to create an individual user login to an existing company account instead. Very high response rates since we set it up. Its also critical that your clients understand what SmileBack is and how it works. 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. Weve made it easy to integrate SmileBack into your existing systems. Well done! Clients are asked How did we do on this request? and click on a happy, neutral, or sad face to answer: Getting your first reviews allows you to see valuable feedback firsthand, while simultaneously building a direct line to customers. It's a really super simple and easy way to collect and manage reviews both negative and positive from our clients! 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. helps you help them have a better experience), How quickly your team will respond to them. We make it easy for SmileBack to become a part of your daily workflows so there's fewer barriers to success. Plus, I love the fact that it integrates cleanly with Connectwise, with options. 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. Set up workflows, instantly respond to issues, and increase the efficiency and effectiveness of your service. Sync and store your customer feedback data, based on a schedule that works for your business. We have it setup to text managers if we get a negative or neutral response. 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 . Response volume is consistent and customer satisfaction is up 5 points from 93 to 98. Well done Nex.to for making client feedback real and meaningful. Highly recommended! Our support team looks forward to the client feedback and it helps keep them motivated to always make it better. Better still the low barrier for entry to submit a survey means our customers are more likely to let us know when something hasn't gone quite right, allowing the leadership team to respond quickly to address customer concerns and implement service or process improvements. All they have to do is click one simple face to give feedback. SmileBack has extremely high response rates on ticket closures, allowing us to drive customer value by proving our work from the end-users directly. In addition, it has generated a conversation among techs and engineers about the level of service we are providing and how to improve. Enter a name and description for the connection. Has a good interface for reviewing survey responses. When they really want to give feedback, it only takes a minute or two longer. Get in touch Let us show you how easily we integrate See how SmileBack can work for you. It is simple for end users to use, quick, and painless. and a brief message about your query or issue. Whats more, you wont be able to successfully run automation down the line if theres an error with the API key authentication. Simple to use and setup. One of our feedback specialists will be reaching out to you Start utilizing the power of your customer data, with our custom built service integrations. 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. I love this software. Smileback has been one of the best (and easiest to implement) tools we've added to our business over the last few years. We have been using this CSAT tool for not quite a year, but it has been invaluable to gauge how we are doing in the eyes of our clients. We really value the information we gain from the SmileBack surveys. 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 increased our survey results from a single digit reply rate to over 50% of our clients now respond to our survey. Easy to set up and get started. 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. The team is very responsive and highly supportive, the portal, the way it works and the reports all just makes perfect sense. Seamlessly assess your customer loyalty Easy to implement, and the simplicity means create client participation rates. :), Jason Pitcher, Advanced Business Solutions. This is honestly the easiest system we have worked with and the analytics are perfect. See All Cybersecurity Management solutions >>, All Unified Monitoring & Management solutions >>, Read more real-life partner success stories >>. If you are looking for a great survey tool that simply just "snaps in" to Connectwise and gets almost instant results - look no further! We really enjoy 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. We bonus our techs based on the feedback we get from our clients. The support team are quick to respond to any queries and are really helpful in getting your issue resolved. Prior to Smileback, we surveyed on about 20% of our tickets and only had about a 20% return rate. Seems to be pretty accurate. It had a great header option to click on the filters you wanted. Monitor and manage your clients networks the way you want - hands-on, automated or both. Set up workflows to quickly respond to issues, share your wins, or simply make your teams Absolutely a great tool. One of our people will be reaching out to you shortly to talk That only happened because the system gives you quick and effective feedback from your clients. In some cases, you may need to update to update your ConnectWise Manage login information: Go to the ConnectWise Manage integration in SmileBack Update the necessary details and click Validate API Connection You will see a confirmation message if the update has worked or an error message if the connection was unsuccessful The notification system is especially useful as it allows us to follow up immediately when customers aren't satisfied. We tried two other CSAT tools before SmileBack and they did not even come close to being as good or easy to use. supercharge your service desk through customer feedback. The effort you put in today will help you acquire high-quality referrals, increase operational efficiency, improve team morale, and reduce customer churn. Click on Add API Key. Clients very easily indicate their experience by selecting the emoticon of their choice and they can provide feedback if they'd like. 10/10 would recommend! Works great! Terms. These insights help us provide a consistently positive service and experience. Click Sign In to authorize. and expand the reach of your business. It is easy to use and reporting is simple and straightforward. And, getting a lot more comments from our clients too, which is great feedback to our team This is how you actually start serving the Customer Satisfaction (CSAT) survey out to customers. Integrate your data to save time on reporting and improve your client engagement to drive new business. Increased our response rate on feedback 10 fold if not more. First, the clients love it - if they're in a hurry, it's simple to click 1 of the 3 buttons and move on. It's been a great tool to gauge how our techs are doing in providing exceptional service to our customers. You must be signed in to the ConnectWise University to continue purchase.After signing in, we'll redirect you back here. 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. Smaileback is very easy to use and was configured within a matter of minutes. Thanks SmileBack! Exactly what we needed. But after SmileBack installation and thanks to the amazing integration with CW, we managed to achieve more than 25% response rate. The surveys were easy to add. Sign in to Resplendent Data. We can use those comments in marketing. personalized demo and show you how SmileBack can Show off your CSAT / NPS scores and positive customer reviews in real-time to boost your credibility and generate new leads. The simplicity really encourages clients to give their feedback. Highly recommended. Our team loves to be recognized for excelling at doing what they love. SmileBack is wonderful. It is another thing all together to be able to back that up with solid evidence. customers. If you are thinking about switching, don't wait, make the move and you won't regret it. They moved it to "pull downs" on the left side that is such a pain. 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. We can also follow up quicker on items that may not be to their satisfaction. Thanks Nex.to! SmileBack is a great tool to monitor our client satisfaction. 1. We recommend SmileBack to anyone that wants better feedback and a super easy way of tracking it. They can click one smiley and go on or leave a note if they wish. Set up is simple and the SmileBack team are super easy to do business with. Results started come back really quickly and very helpful insight to the health of your customer base. 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. Love the simplicity of the faces and as a user who gets quite a few surveys there's nothing quite like Smileback. ", but will definitely call if something bothers them). I'd recommend to anyone! It's achieved exactly what I needed to see with my engineers. 24x7 Computer Network Support Services ProSight Reporting for Ticketing and Monitoring . SmileBack integration with Connectwise is great. Clients love it. The feedback is valuable and key for improving overall service and client satisfaction. SmileBack helps you build customer loyalty at every touchpoint. See how SmileBack can work for you. You can't go wrong with Smileback! Smileback was a simple integration that provides great insight to us, gives our clients and easy and quick way to provide feedback. SmileBack (formerly Nex.to) is a great cloud application that increases client satisfaction feedback. Staff get motivated from seeing great feedback from clients and learn valuable lessons from negative feedback. Dave Mulvey, Advanced Network Products Inc. David S. Mulvey. 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. Moving the response time to the instant a ticket closes cannot be overstated. At the same time it has also helped us eliminate and train to end customer frustration. 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% We had similar issues to the other comments here - the response rate for the internal CW survey was very low. Smileback has become and integral tool in our company's operation. We set up the typical closed status email which included a survey link. We're huge fans of it! It provides valuable information for us, and is super easy to implement and just as easy to get usable data from it. efficiency. This tool is wonderful. Upon sale of our company, Smileback was put in place at this much larger organization. This has been the only tool for gathering CSATs that has worked for us, and we are very pleased with it! SmileBack is a feedback platform powered by Connectwise Manage that makes it easy to monitor client sentiment and boost satisfaction. It's very useful for seeing customer service trends in real time. Smileback has become an invaluable tool in determining both the effectiveness of our engineers in solving client issues and the overall satisfaction of our clients following interactions with our staff. We went from a group achieving around 7/8% response rate right up to 50% in a matter of days and has been consistent ever since. We couldn't be happier! Use your metrics in almost anyway imaginable by linking your results between your apps with ease. 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. We orginally decided to try the SmileBack tool for the purpose of quality control and making sure our tickets were being processed properly. 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.. Tell us a bit about yourself. 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. Weve helped 1,000+ customers over the last five years improve their business through our A great solution. Smileback is an easy to setup tool that allows our clients to give that feedback with as little as one click! It was easy to setup and we get over 60% response rate on the surveys. It has come in handy at quarterly meetings to show clients how their end users have rated our service. SmileBack is the most simple and convenient tool I have encountered. We now not only have great feedback on our staff we also have great marketing material as well. Better yet, well personally give We highly recommend this integration! Totally worth it. Support has been quick to respond and helpful. . 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 had always asked if your clients end users were satisfied with the service we provided, and now we know. Having the immediate feedback loop is very valuable, and it integrates well with other tools like BrightGauge. It has allowed my Service Teams to identify and focus upon customer improvement opportunities. 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. Now we get at least basic feed back on about half the tickets, and it's a big boon to moral to know how happy our clients are. We love the multiple reporting features that are offered. You don't really know until you ask them. In addition, the team is great to work with, very responsive! We never had feedback better than 10%. 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. 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 must have tool for anyone using ConnectWise! It let's us instantly know if we have an unhappy customer. Greatest CSAT tool around. A must have for any MSP serious about giving a good service. We have been using SmileBack for a little over 2 years now and absolutely LOVE it! Results (appeared immediately) where displayed on our office wall dashboard. 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). Enter your email address to receive updates from ConnectWise. We ALWAYS know where we stand with our customers. SmileBack is the only customer feedback system specifically designed for MSPs and focused exclusively on customer satisfaction. This is one of our better add ons for our business. PR Contact: 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%). In other words, the more deeply integrated your workspace is, the less complex your teams daily tasks will be. Ultimately, the key to building a great company is through consistently delivering quality solutions for our clients. Your data is kept secure with 128-bit encryption and never shared with third parties. is simply sign in and youll be receiving useful feedback and metrics in no time. SmileBack has the reporting and capabilities that we need and is very simple to navigate. Weve made it easy to integrate SmileBack into Understand how your customers feel about your service with a customer feedback system built on Michael Brown, Clark Integrated Technologies. Since switching to SmileBack we have had great response from our clients and the feedback that we receive is crucial to customer satisfaction. Customer Satisfaction (CSAT) and Net Promoter Score (NPS). It's an invaluable tool for keeping our clients happy! It smokes the built in reviews for CW. Only using the tool for a short amount of time we were impressed with the response rate from day 1. It is a low cost, simple to use CSAT tool that every service company should have and promote to their clients to use. Automatically get updated customer feedback to share with your team or a direct channel for actioning. As a manager I would always receive the negative feedback from a client, but never saw any positive. There is really no comparison to other products and services. This is one of the best CSAT tools that I've used :) One of our feedback specialists will be reaching out to you Adoption by clients surprisingly easy and even after 2 years of use we are still over 50% responses on closed service requests. It is so simple to setup, modify and use. Understand how your customers feel about your service with a customer feedback system built on Customer Satisfaction(CSAT)and Net Promoter Score(NPS). Our users actually use this. Amazing software! The reports and insight it provides are invaluable during customer business reviews. Easy to set up , easy for clients to use. product we were using. Smileback is a simple to use CSAT tool that makes it convenient for our customers to give feedback. Smileback has perfected the "keep it simple stupid" approach when it comes to reviews. Scott Koopman, elevate network management llc. Highly recommend! After implementing SmileBack our survey response rates increased by 10 - 15x. The process is so simple for our client to provide feedback and the integration with CW makes it even better. 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. We love the new integration with Google Reviews and the ability to stream our SmileBack reviews on our website. Integrate your client-portal data for deeper reporting, enhanced automations and more marketing features. Hits the target of what I need with the options I want. The clients find the solution very easy to use and we get significantly more responses than with the ConnectWise survey. Our response rate is 63% and something we are very proud of. In fact, each morning we start our team huddle reading each reaction for everyone to see. -How you feel about our products, service offerings, procedures, and level of service. This has been the best tool to measure the emotional response from clients. The SmileBack support team is very responsive and their development team has produced a reliable solution that keeps getting better. Instant feedback immediately available to all of our techs is great! This tool works and customer use it. -tj. Plus, it was easy for us to implement and so easy for the customers to use. Smileback is exactly the CSAT info we need. keeping us up on new features of SmileBack, It's been invaluable being able to know what clients are feeling about our Before SmileBack, we used the built in ConnectWise ticket surveys. Drive new business and leverage social proof. We switched to SmileBack (formally Nex.to) and saw an instant uptick in responses the next month. Simple integration set up. Great integration into ConnectWise Manage. This worked well. 50% response rate so far! We so appreciate adding SmileBack to our ConnectWise infrastructure. Support is very responsive wins, fast. Our response rate is above 71% and clients by and large are favourable to it (Can never satisfy 100% of people). Staff get motivated from seeing great feedback from clients and learn to correct the service le from negative feedback. Great tool!! As it becomes part of your daily routine, your SmileBack and ConnectWise Manage platforms will help you increase efficiency, collaboration, and customer satisfaction. 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. This has been great to help us get a better pulse on our client and their experience with all of our interaction. 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. With an innovative, integrated, and security-centric platform, ConnectWise enables TSPs to drive business efficiency with business automation, IT documentation, and data management capabilities.. Sync and store your customer feedback data, based on a schedule that works for your business. They love the feedback and it is easy to quickly address any client issue. 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). 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