One simple solution.
Many happy customers.

Improve your customer experience with genuine customer feedback and valuable data analytics

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A different kind of customer experience

Build your brand loyalty with a flexible customer feedback solution that gives you complete control of your customer experience.

Improve your customer experience by learning from genuine feedback

Improve your customer experience by learning from genuine feedback

Reduce your response time with customizable automated alerts

Reduce your response time with customizable automated alerts

Accelerate your operational efficiency with actionable data analytics

Accelerate your operational efficiency with actionable data analytics

Increase your revenue with meaningful customer relationships

Increase your revenue with meaningful customer relationships

Simple. Meaningful. Effective.

Improve customer retention and guide future investments with a simple and comprehensive customer feedback platform for ConnectWise Manage.

Integrated Customer Surveys

A quick and easy survey included at the end of every customer support ticket gives you valuable feedback as close to the interaction as possible.

  • Pull client information directly from ConnectWise Manage
  • Increase response rates 10x with simple, one-click surveys
  • Collect customer reactions even if they bounce before the survey is completed

In a world where the average response rate to customer satisfaction surveys is between 1% and 5%, simplicity is key. A choice between 3 different smiley faces is enough to know how satisfied your clients are with your service, and can increase your response rate as high as 40%.

Automated Alerts

Be the first to know when something goes wrong and address it before clients get a chance to jump ship.

  • Prioritize your clients with customizable alerts
  • Address issues before the problem escalates
  • Improve your quality of service by keeping tabs on team members that require additional training
  • Reward team members who consistently offer exceptional service

Every client is important, but some accounts can make or break your business. Keep an eye on your most influential accounts with customizable alerts that let you know when their satisfaction is nearing a tipping point.

Real-Time Satisfaction Score

Let new customers know what to expect as soon as they arrive with an interactive website widget.

  • Automatically display customer satisfaction scores in real time
  • Keep an eye on your Net CSAT Score to know when an internal problem needs attention
  • Improve your marketing efforts with immediate proof of exceptional customer service

No matter what industry you’re in, competition for new clients is fierce. Let new customers know they’re in good hands when they choose to work with you rather than your competitors.

Aggregate Customer Satisfaction Data

See an accurate snapshot of how happy your clients are with key metrics about customer reactions, response rate, resolution, and change over time.

  • Organize customer satisfaction data by client, support agent, and more
  • Add customizable tags to each piece of feedback to categorize and group by theme
  • Uncover hidden patterns and opportunities to improve your customer journey
  • Reevaluate your hiring process with actionable data about your best and worst support team interactions

Most customer feedback solutions simply offer you good or bad responses. SmileBack collects and organizes your customer feedback in way that not only helps you understand IF a problem was resolved, but HOW it was resolved.

Third-Party Software Integration

SmileBack was built for ConnectWise Manage and can vastly improve your service delivery. But that’s only the beginning.

Seamlessly integrate your customer feedback with all the platforms you already depend on to run your business, including:

  • BrightGauge
  • ConnectSMART
  • Dropbox
  • Zapier

When you need to make your sales process more efficient, integration goes a long way. Integrate your customer feedback into the platforms you already know and love, and take control of your customer experience.

Find out more

Connect your customer feedback with your existing client data in ConnectWise Manage to give you a deeper understanding of each request.


Apply BrightGauge’s analysis capabilities to your client feedback data. Create dashboards that give you immediate updates on new reactions.


By integrating ConnectSMART, you get an in-depth view of how your clients are rating your service. Use ConnectSMART’s deep reporting tools to address issues right away.


With our Dropbox integration, you get direct access to all of the feedback data we capture about your clients, synced automatically.


With Zapier, you can turn each client reaction captured by SmileBack into a trigger that produces an action in one of thousands of other apps. 

Companies that trust SmileBack to provide unparalleled customer service

After suffering from dismal response rates, we discovered SmileBack. At Sea-Level, we coach operations for more than 100 MSPs. Every MSP who has implemented SmileBack has seen DRAMATIC increases in response rates. Several like to start our coaching calls by showing off their CSAT results. Bravo SmileBack! Well Done.

REX Frank, president, Sea-Level Operations

We were looking for a consistent easy way for our clients to give us feedback. SmileBack is an easy to set up tool that allows our clients to give that feedback with as little as one click! Our clients love it and we use the data in quarterly business reviews with them to start conversations around service improvements. Great product!

Christopher Schalleur, Founder and CEO, Christo IT

We have been using SmileBack for not quite a year, but it has been invaluable to gauge how we are doing in the eyes of our clients. It has come in handy at quarterly meetings to show clients how their end users have rated our service. Setup was simple and reporting/searching is very straightforward. We love the Peer Leaderboard – being able to see how we are doing compared to fellow HTG23 companies.

Kristen Ciarochi, Dispatcher, Imagine IT

We use SmileBack extensively throughout our business to ensure we really know how our clients feel about our service. It gives us some of the most important KPIs we work with. Response rates are very high so we can rely on the data. Setup is simple and the SmileBack team are super easy to do business with.

Malcolm Diack,Senior Strategist , Netstar UK


From our Blog

Don’t let your customer concerns fall through the cracks. Optimize your customer experience with genuine insights that improve customer retention and increase your revenue.

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