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 . It's a really super simple and easy way to collect and manage reviews both negative and positive from our clients! The web interface is simple and with the addition of filters is very functional. Smileback has been one of the best (and easiest to implement) tools we've added to our business over the last few years. Jenny. Integrate your client-portal data for deeper reporting, enhanced automations and more marketing features. -How you feel about our products, service offerings, procedures, and level of service. It integrates so well into ConnectWise and BrightGauge we have multiple screens around the office with the data on it. The latest update is awful. It does everything we need it to do! The setup took less than 2 minutes. comments on your website. is simply sign in and youll be receiving useful feedback and metrics in no time. SmileBack is extremely easy to setup and use. Weve made it easy to integrate SmileBack into your existing systems. We have been using it for a few years now and it makes it really easy for people to leave us information. Another way to make feedback more efficient is by setting up the Microsoft Teams Integration. This is one of our better add ons for our business. Sending Stored Credential Data. We are getting actionable data in real time, and by following up promptly we are improving our service. Thanks Smile Back ! personalized demo and show you how SmileBack can Has a good interface for reviewing survey responses. We integrate with BrightGauge and have workflows in place that help out a bunch! We have tested other solutions but SmileBack has been the easiest to implement and integrates great with ConnectWise! In addition, the team is great to work with, very responsive! It is easy for the client and it integrates well into our account management process. 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 . 50% response rate so far! This is an excellent CSAT tool that leverages industry-level benchmarking. Our support team looks forward to the client feedback and it helps keep them motivated to always make it better. This tool makes that quick and easy. Only registered users can write reviews.After signing in, we'll redirect you back here. We've used Smileback for over a year now. 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've previously used feedback tools and they haven't returned valuable results at all - even with incentives. Reports look nice and are great to present to clients at business reviews. If youre ready to go beyond the basics in this guide, book a call with us to discuss the Net Promoter Score (NPS) survey. The unmatched flexibility of the ConnectWise platform fuels profitable, long-term growth for our Partners. We tried two other CSAT tools before SmileBack and they did not even come close to being as good or easy to use. Outstanding tool and simple for our clients to give feedback on our service. We make it easy for SmileBack to become a part of your daily workflows so there's fewer barriers to success. It's smart, timely, and actionable. I highly recommend it. 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). When they really want to give feedback, it only takes a minute or two longer. To make the most of your data, the next step is leveraging powerful automation to perform actions for you. We were looking for a conisstent easy way for our clients to give us feedback. All you need to do now, We survey for all our lines of business, internal & external customers. Our Operations people like the instant notification they get on a neutral or negative response so they can follow up with the customer immediately. Sign in to Resplendent Data. We love it! Moving the response time to the instant a ticket closes cannot be overstated. Response rates are very high so we can rely on the data. Show off your CSAT / NPS scores and positive customer reviews in real-time to boost your credibility and generate new leads. A super simple yet powerful tool. 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. Simple to use and setup. We review it as a team once a week and we take the good comments and bad comments very seriously and try to improve. I was sceptical at first but this has really impacted the information we get back from our clients. Enter your email address to receive updates from ConnectWise. 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 We started out using the CW Surveys and they just weren't getting the response rate that we thought we should have. In fact, each morning we start our team huddle reading each reaction for everyone to see. Our current response rate is over 61% which is awesome! We have used SmileBack (still CSAT to me) for around 2 years. Great product because it is simple and straight forward. 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. Just connect, start sending They love a simple way to leave us feedback with a one-click survey. We bonus our techs based on the feedback we get from our clients. Our Response rates are consistently in the 60% range. Skip to main content Contact Us Sign In SOLUTIONS Segment, filter, and use tags to better understand your business and tailor your services to your clients unique needs. Client feedback is so important to ensure we are meeting their needs from a service delivery standpoint. Setting up the ConnectWise Manage API Key authentication, How to Set Up Your Microsoft Teams Integration to Improve Collaboration, How to set up SmileBack with ConnectWise Manage: The basics, Beyond the basics: Reduce customer churn and boost team morale, Ensure that SmileBack and ConnectWise Manage are properly talking to each other, Confirm the Customer Satisfaction (CSAT) survey is set up correctly, Identify the root cause of pain points and wins, The importance of a good client experience, What your clients have been told about the feedback process, How to celebrate wins and collaborate with team members, What they will receive in return for their hard work, Why its important (i.e. Getting feed back could not been easier. Smileback is probably the best CSAT integration platform out there. Seamlessly assess your customer loyalty Compared to the CW survey tool, SmileBack has been a huge success with tremendous response rates! 2020 ConnectWise. Its so easy to use for our clients and we now have a way to capture feedback from our clients. Our response rate has grown over 35%! We were recently faced with a challenge in routing because of some internal structure changes, but the team rallied & found us an awesome solution!! We are now receiving real-time feedback from our clients which is essential to the growth of our support department. Select Documents to Display in the Customer Portal. News Posts Have news to share? We recommend SmileBack to anyone that wants better feedback and a super easy way of tracking it. We had similar issues to the other comments here - the response rate for the internal CW survey was very low. Email & Password Email Address Password Password confirmation Profile Company Name First Name Last Name Professional Title / Position 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% shortly to book a time for your personalized demo. Of those returned, it was difficult assembling good metrics for review. 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 couldn't be happier! It is simple for end users to use, quick, and painless. 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 We are looking forward to seeing how this tool develops! This is a great product! 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. Unify your data to create interactive dashboards and reports to provide actionable insights and results. The process is so simple for our client to provide feedback and the integration with CW makes it even better. We have an outstanding response rate and due to its simplicity, a very high rate of feedback (over 25%). #Collectingfeedback. to you about your concern or question. Damien Poppelwell, Excellent Software & Solution, We love Smileback. Plus, it was easy for us to implement and so easy for the customers to use. What is SmileBack? The simplicity really encourages clients to give their feedback. One of our feedback specialists will be reaching out to you 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. We have also developed KPIs for our staff based on reporting from it. From the ease of implementation, to the ease of the site and dashboard to client reporting, it's all AWESOME. Just connect, start sending surveys and you'll be receiving feedback in minutes. There is no contest. We love Smileback! PR Contact: I think the most important factor for them is that it's quick. The clients find the solution very easy to use and we get significantly more responses than with the ConnectWise survey. SmileBack has been the best thing we've ever added to our company. This properly sets expectations, which works to increase your response rate. This tool is wonderful. SmileBack's ConnectWise Manage Integration is certified via the ConnectWise Invent Program. 24x7 Computer Network Support Services ProSight Reporting for Ticketing and Monitoring . Smileback is exactly the CSAT info we need. Very pleased with this product. gumleaf cottage farmstay; kpop deepfakes; Newsletters; small reclining sectional sofa; solar air conditioner price; analyst jobs salary uk; girl coerced into surpirse sex tapes Adoption by clients surprisingly easy and even after 2 years of use we are still over 50% responses on closed service requests. Let us know who you are, what system youre using 3 options. Direct to the point. Thank you for making it as seamless as possible! 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 never had feedback better than 10%. Our response rate is above 71% and clients by and large are favourable to it (Can never satisfy 100% of people). Better integration with CW will make both products a need to those in need of a PSA System. 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. Thanks for Integrate your data to save time on reporting and improve your client engagement to drive new business. We had always asked if your clients end users were satisfied with the service we provided, and now we know. Smileback was a simple integration that provides great insight to us, gives our clients and easy and quick way to provide feedback. See a summary of performance metrics and an aerial overview of customer sentiment with real-time analytics and dashboards. It also hooks into our dashboards to display real time metrics. For a deeper dive, read our blog post about How to Set Up Your Microsoft Teams Integration to Improve Collaboration. you a demo of our product and the support for your implementation in a single call all at no cost. It's easy to manage, easy for our clients to use, and gets our technical teams invested in the feedback process. I wish we had this years ago! supercharge your service desk through customer feedback. After suffering with dismal response rates, we finally discovered the Nex.to CSAT tool. We've been using them for a while, and not going anywhere. Simple to set up and use, highly recommended. Put simply, SmileBack is one of the best services I have come across that adds so much value to our business. We use SmileBack as an integral part of our business strategy. We really value the information we gain from the SmileBack surveys. It gives them an open floor to express their experience and recommendations. Staff get motivated from seeing great feedback from clients and learn to correct the service le from negative feedback. The feedback is valuable and key for improving overall service and client satisfaction. To make the most of the SmileBack platform, lay a strong foundation so that when you build upon it, everything works as intended. To be able to get daily positive feedback (in addition to more details on those seldom negative reviews) has been a real morale booster. Thanks! service and improve your client experience. This tool is now an integral part of our business that we couldn't do without. What an amazing product and company! SmileBack is the most simple and convenient tool I have encountered. SmileBack is the only customer feedback system designed specifically Excellent tool. Results are immediately recorded after the client clicks the image, even if they leave no further comment. We've been using Smileback for many months now, replacing the ConnectWise Surveys. I use the info when we have client meetings and review them with the staff weekly. Yes,Yes, and Yes.it works I am a believer now that I have seen it in action! Your account is setup and ready to go. 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. Our company has been using SmileBack since October 2016 and it has really given us an insight into how our clients view our service. How to set up SmileBack with ConnectWise Manage. This tool works and customer use it. About Configuration Questions It is an essential component of our service delivery. Follow us on social media for updates and valuable insights on optimizing your customer experience. We've consistently seen 70%+ response rates since implementing, and we feel much more in touch with clients. Without this measure, how can we better our service and understand where we are going wrong. The couple of times we have had an issue, the SmileBack support team has been quick to assist and resolve. We have an amazing response rate using this easy system that allows our customers to give the feedback we need to improve our customer service. This way, youre bringing responses directly into your primary workspace, so you wont need to switch between platforms. SmileBack is invaluable for what it does for our company morale! Our response rate is almost 60%, which is phenomenal. We so appreciate adding SmileBack to our ConnectWise infrastructure. We are relatively new to SmileBack and are seeing some really great feedback from clients. Smileback is an essential part of our CSAT process. We went from a 2% response rate to over 45% response rate and a net CSAT of 95.1. Went from approx 2% response rate (during a good week) to well over 25%. Directly integrate reviews into your company's Slack and use dedicated channels to analyze them live. It has increased our response rates and our CSAT scores are better than ever. My only wish is that ConnectWise would open up its Survey API so results could be stored there instead of internal notes. In addition, the surveys are easy for clients to provide feedback and any support that I have ever needed from SmileBack has been super prompt and helpful. It had a great header option to click on the filters you wanted. Smileback support has been responsive to any help we need. It is easy to use and reporting is simple and straightforward. Smile back is Great! 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 increased our survey results from a single digit reply rate to over 50% of our clients now respond to our survey. connect, start sending surveys, and receive feedback in minutes. We've used SmileBack for a little over 3 years now. To make the most of our feedback surveys, it's key to follow a few simple steps so you can "set it and forget it" and immediately reap the benefits. This product is a critical tool for our company. Easy to setup our clients got right on board with leaving feedback and we integrated the reviews and CSAT score right into our website. We had very little engagement with the old CW surveys but we've had a ton of great engagement with Smileback. Your data is kept secure with 128-bit encryption and never shared with third parties. Click Sign In to authorize. Everything you need to know - from our experts. We've been using Nex.To for a couple of months now. We have been using this CSAT tool for nearly 3 years. Automation is the best and fastest way to make SmileBack more efficient. 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. keeping us up on new features of SmileBack, It's been invaluable being able to know what clients are feeling about our And increase revenue using remote monitoring, security, and backup disaster recovery technologies. SmileBack is a difference maker. If you would like to know more see our Privacy Policy. Prior to implementing CSAT, we were receiving approximately 95 surveys a month. 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. SmileBack is a feedback platform powered by Connectwise Manage that makes it easy to monitor client sentiment and boost satisfaction. Tell us a bit about yourself. Weve helped 1,000+ customers over the last five years improve their business through our The application was easy to integrate into our instance of ConnectWise and most importantly the SmileBack support team has been great: Highly Recommended. 10/10 would recommend! Click on Add API Key. My staff loves it, I love it and I can't imagine life without it at this point. Survey's don't have to suck and Smileback has figured out an ingeniously simple systems of getting results. Create and schedule custom-branded NPS surveys. One happy (green), one neutral (yellow), one red (sad). Michael Silverman, Advanced Network Products. We love it because its so easy to use and the support team are always so helpful. Customer Satisfaction (CSAT) and Net Promoter Score (NPS). Ensure your security role matches the updated table as listed in Step 1 below. SmileBack helps you build customer loyalty at every touchpoint. You don't really know until you ask them. 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. It's colorful - visual, which gets our customer's attention We have been using SmileBack for a little over 2 years now and absolutely LOVE it! We are now getting easily over 4 In fact one of our clients wanted to start using Smileback for themselves they loved it so much! The team loves the affirmation.. If you dont set up CSAT and receive initial reviews right away, you may not understand the power SmileBack has in helping you: To access these benefits, prioritize adding CSAT into ConnectWise Manage on day one. #Collectingfeedback. Love this tool! Also very benefitial in motivating staff to get a good rating. What a way to ruin a product interface. Customer comments are often heartfelt, encouraging, and sometimes hilarious. Great product!!!!! Helps our team identify areas of strength and areas that need improvement. We now not only have great feedback on our staff we also have great marketing material as well. What we didn't expect was the positive impact it would have on our team! The documentation was clear and the integration was minimal. Kaseya VSA et Zoho Assist : comparez rapidement les alternatives. :), Zasha Zepeda, Bellwether Technology Corporation. The ease of setup and instant benefits means this product is one I can definitely recommend. The ease of use for the end-user has given us a 40% response rate and has helped show us the how our clients feel about the service we're providing. The reporting interface is a major step backward. We have been using SmileBack since July and we love it! Thank you! We LOVE SmileBack and what's more, so do our clients. End of story. is simply sign in and youll be receiving useful feedback and metrics in no time. We were able to tailor this to our needs with the help of the awesome support staff at SmileBack. Solve staffing issues with managed services to support your team and clients. This has improved our understanding of perception from a client facing perspective allowing us to adapt our methodologies and communication internally and externally. Get a free consult + demo with a feedback specialist today! In just two short months of using it we are seeing better employee engagement and greater focus on delivering a higher level of service. Heres an email template you can use to introduce CSAT surveys to your clients: Subject: Introducing quick and easy CSAT surveys. Smileback offers a simple and intuitive way for the clients to leave feedback. Kevin Coddington, Advanced Business Solutions. 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. Receive instant feedback so you can save time, optimize your service and improve your client experience. Navigate to the Integrations page in Resplendent Data. You can't go wrong with Smileback! Our clients love how easy it is to let us know how we are doing and that it has improved our service delivery. Results (appeared immediately) where displayed on our office wall dashboard. I'd like to see some advanced tool for doing project satisfaction surveys. 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 We include the CSAT responses in our monthly service report to all clients so they can see the feedback their users are providing to us. Thanks Smileback! The simplicity of the review system encourages responses and provides valuable feedback as a resource being reviewed by customers. Amazing tool for receiving instant client feedback. As a marketing person, I find that we have pretty great response rates with SmileBack due to its ease of use. Consistent, scalable, and high-quality help-desk services with trained technicians. We went from getting a half dozen reviews a year to a half dozen a day. SmileBack is wonderful. 10/10 recommended! We have a 96% response rate to survey requests. Click Save and Test to finalize the integration. This is SO GREAT! Definitely recommend! Smileback is by far the best solution that allows our end users to provide us with feedback, without any hassle. We are now able to see how our clients rate us. Follow these steps to set yourself up for success with SmileBack and ConnectWise Manage. Read our Help Center article to learn more about Using SmileBack with Microsoft Teams. Great job SmileBack! We use it as an opportunity to reach out to our clients, to maximize the level of service we can provide to them. This is a very simple idea but changed our review return rate from 3% to 56%. We've used the CSAT tool for a few weeks and have received more feedback than any other related solution. It is by far the best service we have reviewed for customer feedback on service tickets. It gives them real time analytics into our service performance and keeps everyone accountable for their service tickets. We review results in our team meetings monthly, and in our client IT review meetings. We went from about 2 responses a year to 8 responses on the first day. custom client reports help you leverage feedback for more meaningful QBRs. whats going well, identify areas of improvement, and separate high-value customers from the crowd. Our response rate has improved about 69%. Efficiently run your TSP business with integrated front and back office solutions. Weve made it easy to integrate SmileBack into Highly recommended. helps you help them have a better experience), How quickly your team will respond to them. supercharge your service desk through customer feedback. It provides valuable information for us, and is super easy to implement and just as easy to get usable data from it. SmileBack replaced another popular CSAT tool we used, that integrated into CW/Brightgauge. This survey helps you understand your overall relationship health (beyond individual ticket metrics). In 2016 we had a response rate of 34%. By submitting this form you agree to our Terms of Service. We love the Peer Leaderboard -- being able to see how we are doing compared to fellow HTG23 companies. Every department uses this. Smileback has been instrumental in getting our heads wrapped around customer feedback. SmileBack (formerly Nex.to) is a great cloud application that increases client satisfaction feedback. We have tried others in the past but decided this year to give Smileback a go and very glad that we did. Select Integration from the bar on the right side of your screen, then select API (BETA). surveys and youll be receiving feedback in minutes. Read below on how to connect your CloudRadial account with SmileBack. We are a smaller based IT company and want to give our clients a voice. One of our people will be reaching out to you shortly to talk This is why its critical to take your time to ensure the correct API keys are set up and validated before you move on. If you are looking for a great survey tool that simply just "snaps in" to Connectwise and gets almost instant results - look no further! Exactly what we needed. This has been great to help us get a better pulse on our client and their experience with all of our interaction. SmileBack offers simple integration and a customer friendly experience. Smileback have a great team that offer excellent service! 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. Smileback was the best thing that we could have done for reviews. Our team loves to be recognized for excelling at doing what they love. We make it easy for SmileBack to become a part of your daily workflows so theres fewer barriers our survey responses have more than doubled. 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. Before SmileBack, we hardly ever had anyone submit feedback, now It is like a living breathing entity. Crazy easy implementation! Just shortly to book a time for your personalized demo. We really enjoy Smileback. It's an invaluable tool for keeping our clients happy! Scott Koopman, elevate network management llc. Integrate your client-portal data for deeper reporting, enhanced automations and more marketing features. 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). 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 A feedback tool that your clients actually enjoy using How can you beat that? The implementation was very easy, and the clients really responded well for us. Integrate seamlessly with your existing system and automate repetitive tasks. Would highly recommend. customer reviews and important client comments into action, fast. The users also appreciate that we ask them how it was in such a simple format. At Sea-Level Operations, we coach operations for over 100 MSPs. and a brief message about your query or issue. I would recommend Smileback to anyone looking to monitor customer feedback. 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. Using SmileBack has increased our overall response rate from 10-11% to over 60%. If you already have one generated, you may be able to skip this step. After implementing SmileBack our survey response rates increased by 10 - 15x. Absolutely a great tool. Great integration into ConnectWise Manage. We have been using this CSAT tool for 3 years now and it has been such a positive introduction. 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%). Before SmileBack, we used the built in ConnectWise ticket surveys. Thank you for delivering a great product! The feedback provided is a motivator for everyone in the company to do the best job they can. We love the multiple reporting features that are offered. We are always here to support whatever need you have. SmileBack integrates with BrightGauge and combined with manage gets us the information we need to understand our client satisfaction. Green Smiley face here! Stay on point by triggering one-click surveys at the close of every service ticket. Delivers you the insights you need to improve your QBR process, your business and the businesses of your clients. 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. The peer leaderboard available to us as an HTG member is awesome because it brings out the competitive side of our techs. Name the newly generated API Key SmileBack and submit it. Additionally we use this to sell new contracts since most other providers dont take the time to show recent relevant feedback from real clients. We use smileback for our CSAT and it is wonderful. Awesome feature. Highly recommend it! We've had excellent response and happily we hover right around the 98% customer satisfaction rate. Highly recommended! We tag every negative and neutral response with the root cause. 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. Wicked easy to use. :-). SmileBack is the only customer feedback system designed specifically for MSPs, and focused exclusively on customer satisfaction. This customer satisfaction platform is just great. The fact it is so easy for the end user to provide feedback makes this tool such a success. Very highly recommend them and I'm very satisfied with their service. more efficient. Integrate your customer feedback into dashboards and data visualizations to uncover powerful insights. Tyler Edison, Advanced Business Solutions. Their support is always fast and friendly. Connect and transform datasets quickly and at scale, building robust data pipelines that help drive deeper insights. When I post in Teams the personalized shout-outs from clients, it builds morale and encourages others to step up their game. This CSAT tool came out right when I was looking for something to replace the built-in CW survey tool. This is how you actually start serving the Customer Satisfaction (CSAT) survey out to customers. Set up is simple and the SmileBack team are super easy to do business with. personalized demo and show you how SmileBack can Very streamlined tool that was incredibly easy to setup. The extra few clicks was apparently the roadblock keeping our clients from sharing their satisfaction with us. Ultimately, the key to building a great company is through consistently delivering quality solutions for our clients. We are getting great reports and insight into our end user's experience. Gareth Johns, Business Computer Solutions Ltd. We used ConnectWise Surveys from 2009 and switched to SmileBack in 2015. Feedback is very important in our industry. insights, you can start using data to improve the efficiency of your operations, retain more customers Set up workflows, instantly respond to issues, and increase the efficiency and effectiveness of your service. We went from haveing .1% feedback to nearly 20% feedback. Simplicity for customers also greatly increases response rates to help maximize client feedback. Well Done. to success. These insights help us provide a consistently positive service and experience. Bravo Nex.to! Display your positive feedback to prove the quality of your service and inspire loyalty. All Rights Reserved. Works great! It was very easy to setup - our clients love it - and we are using the data in our QBR's with the clients to start conversations around service improvement. Smile Back is easy to use friendly and to the point. 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. Want us to add support for your system? Terms. We looked at this tool following a ConnectWise User Group meeting in the UK. Enter a name and description for the connection. SmileBack is a great motivator for our employees. Well done Nex.to for making client feedback real and meaningful. Instant feedback immediately available to all of our techs is great! Plus, I love the fact that it integrates cleanly with Connectwise, with options. Definitely recommend! . 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. 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. 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. Smileback helps us track customer satisfaction in a way that is easy and straightforward. SmileBack, So glad that we signed up for this service. Dave Mulvey, Advanced Network Products Inc. David S. Mulvey. Our response rate was VERY low doing it this way, and we weren't learning anything from our client base. Search for the "Custom Fields" Table. Its also critical that your clients understand what SmileBack is and how it works. -tj. We have it up on multiple screens throughout the office and our team really cares about the company's score as well as their own. We had tried Surveys using various tools including the ConnectWise Survey tool and found the results disappointing, poor response rates and customer frustration when being asked to complete surveys after every ticket. As a manager I would always receive the negative feedback from a client, but never saw any positive. Fantastic tool that increased our response rate enormously. Take SmileBack for a 14-day test drive and start collecting valuable feedback that you can act on. These steps will detail out how to create a Custom Field on the Opportunity # pod. Not even the wind and rain from Hurricane Nicole could dampen the enthusiasm of attendees of this year's ConnectWise IT Nation Connect, held in Orlando Nov. 9-11. It was super easy to integrate and the data is invaluable in measuring our various customer service metrics. To make the most of our feedback surveys, its key to follow a few simple steps so you can set it and forget it and immediately reap the benefits. We use the results in all our regular client meetings as well as during our sales process. So glad we signed up for this service. Create your account to kick-off your free 14-day trial and start receiving valuable customer feedback in minutes. Love the new integration 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. Navigate to System + Setup Tables. We are always here to support whatever need you have. It is a low cost, simple to use CSAT tool that every service company should have and promote to their clients to use. Great CSAT tool. With Previously, we usually only heard customer feedback when it was negative (rarely does someone call just to say "Hey, great service! We have been overwhelmingly happy with SmileBack. We have metrics boards in the office, and we've setup a couple of the boards to show the Nex.To dashboard. Sync and store your customer feedback data, based on a schedule that works for your business. CSAT is easy to set up and easy to use. This connection, coupled with healthy incentivization tactics, is the best way to motivate employees to adopt your values as their own. HIGHLY RECOMMEND! Thanks SmileBack!!! We hear this a lot about products but thought this was worth a trial. 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. Use your metrics in almost anyway imaginable by linking your results between your apps with ease. Highly recommend if you are looking for a no hassle survey tool. We switched to SmileBack (formally Nex.to) and saw an instant uptick in responses the next month. This has been the only tool for gathering CSATs that has worked for us, and we are very pleased with it! We are using CSAT for more than 3 years and excellent way to get feedback from clients and gives you the tool to motivate staff to increase their performance & service delivery. And works well. Positive reinforcement for our Help Desk staff is outstanding! Also, the reporting and dashboarding aspects of the product are very informative and flexible. Smileback makes it soooo easy for a client to leave a review. Wow. Best of all is the great support from the smileback team so far when it has been needed. SmileBack has elevated our response rate drastically after a struggle of more than six years to get to at least 2% using various tools. SmileBack works well for us. That which is measured gets improved. 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. Understand how your customers feel about your service with a customer feedback system built on We had given up on having an automated survey after we couldn't even maintain a decent response rate by bribing clients with prizes. Before using the CSAT tool we were averaging less than one response a month and now our response rate is above average at 53%. 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. Start utilizing the power of your customer data, with our custom built service integrations. Thank you Nex.To for providing such a simple yet effective product. We have a consistent 35-40% response rate each week and much more engaged with our customers. Our CSAT response rate went from 4% to 42% and setup was quick & easy. 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. Currently response rate is 60.5% which we are aiming to increase further A must have tool for todays MSPs. Select the one that best represents your experience to let us know how we did. and identify opportunities for growth and improvement. This integration ensures that CloudRadial's native CSAT function feeds into SmileBack (and vice-versa) so that you can keep the best of both worlds working together in harmony. 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. The SmileBack support team is very responsive and their development team has produced a reliable solution that keeps getting better. This will save you time and help you stay organized because the feedback is tied directly to the ticket its referencing. We are seeing response rates, consistently for the last year plus, at over 70%. Automatically get updated customer feedback to share with your team or a direct channel for actioning. Plus, the support we receive from SB is quick and helpful. Get instant reviews and critical comments by triggering surveys at the close of every service ticket. SmileBack is a feedback platform powered by Connectwise Manage that makes it easy to monitor client sentiment and boost satisfaction. 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). 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. 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. 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