SmileBack is the only customer feedback system specifically designed for MSPs and focused exclusively on customer satisfaction. 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. It provides us with conversation starters, that can lead to future opportunities and lets us be a trusted resource. With All things the built in tools are not. Just like most everyone else, we had the automatic survey built into ConnectWise running. Weve made it easy to integrate SmileBack into Click Connect on the SmileBack card. Loved by our technician and has created a competitive spirit within the team as well as promoting a customer service culture. Staff get motivated from seeing great feedback from clients and learn to correct the service le from negative feedback. We love SmileBack as it is simple and "hassle free" for our clients to utilize (three simple buttons to choose from with an option for feedback) and has a great dashboard for Dorset management. It's very easy to use and manage from an admin point of view. It integrates so well into ConnectWise and BrightGauge we have multiple screens around the office with the data on it. 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 is one thing to tell people you are doing a great job and that your clients appreciate you. We're huge fans of it! It has improved our client retention, satisfaction, and has given us overall insight into service delivery. Let us know who you are, what system youre using We highly recommend this integration! Hits the target of what I need with the options I want. How could I not love SmileBack? It's a really super simple and easy way to collect and manage reviews both negative and positive from our clients! customer reviews and important client comments into action, fast. In fact, each morning we start our team huddle reading each reaction for everyone to see. Create your account to kick-off your free 14-day trial and start receiving valuable customer feedback in minutes. 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. Smileback/CSAT integration has been excellent. We went from a 2% response rate to over 45% response rate and a net CSAT of 95.1. Another way to make feedback more efficient is by setting up the Microsoft Teams Integration. Fantastic tool for those who emphasize Client Engagement. Ultimately, the key to building a great company is through consistently delivering quality solutions for our clients. SmileBack works well for us. to you about your concern or question. This has been the only tool for gathering CSATs that has worked for us, and we are very pleased with it! We are receiving about 2-3x the responses and the reporting abilities are fantastic. But after SmileBack installation and thanks to the amazing integration with CW, we managed to achieve more than 25% response rate. Follow us on social media for updates and valuable insights on optimizing your customer experience. Thanks for and a brief message about your query or issue. 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 News Posts Have news to share? supercharge your service desk through customer feedback. Better yet, it is easy for the client to use and we have been receiving a surprising amount of feedback participation from everyone we send surveys to. Read below on how to connect your CloudRadial account with SmileBack. It is so simple to setup, modify and use. It's smart, timely, and actionable. 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. Over 50% of our poor feedback is caused by communication issues that were avoidable. I highly recommend it. Having the ability to integrate into other products like BrightGauage is very helpful and makes this product much attractive for us. ConnectWise CPQ within Microsoft Dynamics helps . Heres an email template you can use to introduce CSAT surveys to your clients: Subject: Introducing quick and easy CSAT surveys. The clients find the solution very easy to use and we get significantly more responses than with the ConnectWise survey. We would highly recommend CSAT and Nex.to! Smileback is an essential part of our CSAT process. Super easy to setup. Identify, contain, respond, and stop malicious activity on endpoints SIEM Centralize threat visibility and analysis, backed by cutting-edge threat intelligence Risk Assessment & Vulnerability Management Identify unknown cyber risks and routinely scan for vulnerabilities Cloud App Security We went from about 2 responses a year to 8 responses on the first day. Under Service Desk, find the Service Ticket - Dependencies and set the permissions to All for all four categories (Add, Edit, Delete, Inquire). Click on Add API Key. We recommend sending an email blast during kickoff that lets them know: This upfront effort will reduce confusion and drastically improve client relations and customer satisfaction. personalized demo and show you how SmileBack can We use the results in all our regular client meetings as well as during our sales process. We tried a few other platforms prior to SmileBack but this was the best hands down! Manage statistics in one place, see your feedback alongside your KPIs from revenue to open tickets. Has a neat widget for your website. Great way to build team spirit. Since switching to SmileBack we have had great response from our clients and the feedback that we receive is crucial to customer satisfaction. The CSAT score provided by Smileback is displayed on our website for all to see and is one of our most important KPIs each month. Just connect, start sending surveys and you'll be receiving feedback in minutes. 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%). Understand how your customers feel about your service with a customer feedback system built on Customer Satisfaction(CSAT)and Net Promoter Score(NPS). It seamlessly integrates with ConnectWise and allows all of our team members and management instant feedback and reporting. 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. We couldn't be happier! Better integration with CW will make both products a need to those in need of a PSA System. SmileBack (formerly Nex.to) is a great cloud application that increases client satisfaction feedback. is simply sign in and youll be receiving useful feedback and metrics in no time. ProSight Reporting is an expanding suite of real-time reporting tools designed to work with popular ticketing and network monitoring programs such as ConnectWise Manage, ConnectWise Automate, Customer Thermometer, Auvik, and SentinelOne. It is easy for the client and it integrates well into our account management process. This connection, coupled with healthy incentivization tactics, is the best way to motivate employees to adopt your values as their own. CSAT survey tool is real easy to implement and use. SmileBack is the only customer feedback system specifically designed for MSPs and focused exclusively on customer satisfaction. We have a 72.6% response rate after using it for over a year. document.getElementById( "ak_js_2" ).setAttribute( "value", ( new Date() ).getTime() ); I agree to receive communications about offerings and content from SmileBack. In addition, ConnectWise intends to immediately expand and broaden the integration of SmileBack capabilities into the new ConnectWise Asio platform. It's very useful for seeing customer service trends in real time. The best way to get them up to speed is to onboard them before you send your first CSAT survey. If you are thinking about switching, don't wait, make the move and you won't regret it. Show off your NPS/CSAT scores and positive Great product. 24/7/365 threat monitoring and response in our security operations center. Its always up on one of our TVs so we can all see how great we are doing! comments on your website. I see our team regularly checking the big screen on our wall with all of the reviews and comments. Easy to set up, easy for our customers to use, and has given us great insight into what our customers think. And it's fun too. Just Tyler Edison, Advanced Business Solutions. Skip to main content Contact Us Sign In SOLUTIONS It is another thing all together to be able to back that up with solid evidence. Get Smileback now.. We get information on customer satisfaction quickly and are able to draw immediate attention to anything that requires escalation With an innovative, integrated, and security-centric platform, ConnectWise enables TSPs to drive business efficiency with business automation, IT documentation, and data management capabilities. Read our Help Center article on Adding a survey to ConnectWise Manage for step-by-step setup instructions. Your account is setup and ready to go. Whats more, you wont be able to successfully run automation down the line if theres an error with the API key authentication. My techies LOVE getting smiley faces so it makes them follow procedure! Show off your CSAT / NPS scores and positive customer reviews in real-time to boost your credibility and generate new leads. 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. 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. 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. The peer leaderboard available to us as an HTG member is awesome because it brings out the competitive side of our techs. This is a great tool that worked right out of the gate with our CW Manage instance. Our Operations people like the instant notification they get on a neutral or negative response so they can follow up with the customer immediately. All you need to do now, Just connect, start sending 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. ConnectWise, a software company dedicated to the success of IT solution providers, has acquired SmileBack, a customer experience solution provider. Kevin Coddington, Advanced Business Solutions. In addition, it has generated a conversation among techs and engineers about the level of service we are providing and how to improve. Select Documents to Display in the Customer Portal. We did a bit of promotion for the first few months by offering a lucky draw to customers externally and top rated engineer internally. We had always asked if your clients end users were satisfied with the service we provided, and now we know. My staff loves it, I love it and I can't imagine life without it at this point. We used a competing product for about 4 years and made the switch about 3 months ago. It makes it really easy for our clients to leave feedback for us, and the integration with Manage makes it easy to follow up on any specific issue tickets all in the same thread. We know customer satisfaction is the #1-indicator of success for MSPs, and we're the experts in the space. shortly to book a time for your personalized demo. Tell us a bit about yourself. Worth every penny! We've been using the Nex.To CSAT product since they were in beta, and could not be happier with it! Both fields are required for Spreedly to populate requests to your payment gateway with the necessary stored credential fields. They can click one smiley and go on or leave a note if they wish. We love Smileback! and expand the reach of your business. SmileBack is a feedback platform powered by Connectwise Manage that makes it easy to monitor client sentiment and boost satisfaction. Manage statistics in one place, see your feedback alongside your KPIs from revenue to open tickets. We now get real-time accurate feedback from our clients. All rights reserved. Customer Satisfaction (CSAT) and Net Promoter Score (NPS). This survey helps you understand your overall relationship health (beyond individual ticket metrics). We'll give you a It also continually communicates to our clients that we are dedicated to great service! This properly sets expectations, which works to increase your response rate. Highly recommend it! 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. The users also appreciate that we ask them how it was in such a simple format. Read our Help Center article to learn more about Using SmileBack with Microsoft Teams. Technical expertise and personalized support to scale your staff. How to set up SmileBack with ConnectWise Manage. This CSAT tool is critical to our NOC. The smileback team are a pleasure to work with and always looking to innovate whilst closely listening to partners KPI dashboards and reporting for real-time business insights. 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. We really value the information we gain from the SmileBack surveys. It's not complicated and it does what we want. We use smileback for our CSAT and it is wonderful. Only export to CSV. Smileback is a simple to use CSAT tool that makes it convenient for our customers to give feedback. We looked at this tool following a ConnectWise User Group meeting in the UK. SmileBack has been invaluable in improving and maintaining our positive company culture. That's a win-win for me as an owner! Loyal customers and promoters can be key players in business growth and success. We love it! Enter your email address to receive updates from ConnectWise. We switched to SmileBack (formally Nex.to) and saw an instant uptick in responses the next month. We've had excellent response and happily we hover right around the 98% customer satisfaction rate. service and improve your client experience. Simple for the ones giving feedback but with advanced features for us that are receiving them! Smileback was a simple integration that provides great insight to us, gives our clients and easy and quick way to provide feedback. I submitted a review back in 9/2017 about how much we love SmileBack, but wanted to update my accolades. Only registered users can write reviews.After signing in, we'll redirect you back here. Thanks Nex.to! Signup - SmileBack Start your free 14-day trial Start receiving valuable customer feedback in a matter of minutes. We get over 60% response rate which makes this tool the best feedback tool that we have used. We struggled like many MSPs I'm sure to get clients to fill out post-ticket surveys. What is SmileBack? It has been quickly adopted and we are seeing improvements in people responding so it great. If you are looking for a great survey tool that simply just "snaps in" to Connectwise and gets almost instant results - look no further! As it becomes part of your daily routine, your SmileBack and ConnectWise Manage platforms will help you increase efficiency, collaboration, and customer satisfaction. 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. First, the clients love it - if they're in a hurry, it's simple to click 1 of the 3 buttons and move on. 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. Yes,Yes, and Yes.it works I am a believer now that I have seen it in action! helps you help them have a better experience), How quickly your team will respond to them. 10/10 would recommend! 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. Rachel Westbrook, Rachel Westbrook, Atech Support. Super easy to use and excellent support. Has a good interface for reviewing survey responses. The response rate has been amazing. Conversations with the engineering team that drive behavioural changes are easier when we present them with empirical data. 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've consistently seen 70%+ response rates since implementing, and we feel much more in touch with clients. Highly recommended! Solve staffing issues with managed services to support your team and clients. ConnectWise Professional Services - Custom Reports, Dashboards, & Forms. 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. Damien Poppelwell, Excellent Software & Solution, We love Smileback. It took me about 15 minutes to setup and integrate with ConnectWise. The support team are quick to respond to any queries and are really helpful in getting your issue resolved. Well done Nex.to for making client feedback real and meaningful. Clients and engineers find it easy to use, management is straightforward, and support is professional. We were shocked to get response rates over 40%. We love this tool. Sean Francis, Technology Assurance Group, Inc. We have been using the CSAT tool for almost 3 months. Create and schedule custom-branded NPS surveys. Integrate seamlessly with your existing system and automate repetitive tasks. Smileback increased our feedback from about 1% of completed tickets to over 50%. Excellent little single click and response survey, excellent integration with ConnectWise great service from Nex.To We were looking for a conisstent easy way for our clients to give us feedback. Plus, we use it as a sales tool, showing prospects how great our service is! SmileBack is the only customer feedback system designed specifically 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. Name the newly generated API Key SmileBack and submit it. It's genius to have just three smiley faces as required, and any additional feedback as optional. That only happened because the system gives you quick and effective feedback from your clients. One happy (green), one neutral (yellow), one red (sad). Webinar Cognition360 & SmileBack: Profitable MSPs and Happy Customers . 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. SmileBack integration with Connectwise is great. Our response rate is greater than 76% -- far higher than any other CSAT systems we have tried. These steps will detail out how to create a Custom Field on the Opportunity # pod. Prior to implementing CSAT, we were receiving approximately 95 surveys a month. We have been using SB for almost a year now. One of our people will be reaching out to you shortly to talk Smileback has a survey too - give it a go! We are able to reward techs for a job well done, and quickly be alerted to any areas that need improvement. Click Sync Dataset to start syncing reviews. This has improved our understanding of perception from a client facing perspective allowing us to adapt our methodologies and communication internally and externally. Over 50% of tickets are getting feedback. Love the new integration 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. Smileback has perfected the "keep it simple stupid" approach when it comes to reviews. This gives our clients an additional way to let us know how they feel about the service we provide. We can also follow up quicker on items that may not be to their satisfaction. Directly integrate reviews into your company's Slack and use dedicated channels to analyze them live. Navigate to the Integrations page in Resplendent Data. The team is very responsive and highly supportive, the portal, the way it works and the reports all just makes perfect sense. Easy interface to log in to and use and not complicated in the slightest. Absolutely a great tool. Setting up the CSAT survey is step one. Every MSP we coach that has implemented the CSAT tool has seen DRAMATIC increases in response rates. The technicians see the contact / client, ticket number, summary, and their CW username with each response. Easy to implement and works great with Brightgauge. 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 . Before using the CSAT tool we were averaging less than one response a month and now our response rate is above average at 53%. 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. Plus, it was easy for us to implement and so easy for the customers to use. It has increased our response rates and our CSAT scores are better than ever. Our response rate has grown over 35%! The product continues to evolve & the portal provides more clarity into survey responses than 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. Your account is setup and ready to go. Reduce the options by selecting the "My Opportunities" Screen. Last but not least, great support! The approach of "click a smiley' makes it so easy for an end user to give us feedback that our participation rate has gone through the roof. After setting up this tool, our response rate is near 40%, even after clients have been exposed to it for several months. and identify opportunities for growth and improvement. At Sea-Level Operations, we coach operations for over 100 MSPs. There is no contest. They've figured out an ingeniously simple system of getting results.. Its important to note that while the setup is simple, these best practices will help you drive responses: To learn more, read our Help Center article on Getting more reviews. Our company has been using SmileBack since October 2016 and it has really given us an insight into how our clients view our service. We practice what we preach. Bravo Nex.to! With an innovative, integrated, and security-centric platform, ConnectWise enables TSPs to drive business efficiency with business automation, IT documentation, and data management capabilities.. Totally worth it. Very quickly realized that this tool takes the relationship with each one of our clients to the next level. Wicked easy to use. In addition, the team is great to work with, very responsive! Seems to be pretty accurate. CSAT + NPS tools help IT professionals collect, report and act on customer feedback. Following ConnectWise UK Partner Conference, we started a 2 week trial of CSAT, up and running within 15mins. See Device Configuration Details in ConnectWise. Smileback has been a great addition that has definitely help improve our managed services experience. The SmileBack Portal is very intuitive and easy to use. This worked well. A great solution. To be able to get daily positive feedback (in addition to more details on those seldom negative reviews) has been a real morale booster. 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. it's great to see our staff rewarded with nice comments and for them to know that they have direct impact to happy users. 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 Simple to use and setup. Rock solid tool! It's colorful - visual, which gets our customer's attention Dean Osborne, Business Computer Solutions. We've been using Smileback for many months now, replacing the ConnectWise Surveys. SmileBack has extremely high response rates on ticket closures, allowing us to drive customer value by proving our work from the end-users directly. We love it. Simple to set up and use, highly recommended. We have a consistent 35-40% response rate each week and much more engaged with our customers. Working with Leo to get everything setup was a breeze and their support so far has been very responsive. Thanks Smile Back ! 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% In the first week of full use, we received 80 responses - it's that dramatic! It has brought great visibility to how well our techs are doing. 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. We have used SmileBack (still CSAT to me) for around 2 years. Thanks SmileBack!!! This is a must have tool for anyone using ConnectWise! 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. When we signed up, we didn't think anyone would respond to surveys. The latest update is awful. You don't really know until you ask them. Display your positive feedback to prove the quality of your service and inspire loyalty. to success. 2022 ConnectWise, LLC. Get a free consult + demo with a feedback specialist today! 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. Click Sign In to authorize. Follow these steps to set yourself up for success with SmileBack and ConnectWise Manage. Also very benefitial in motivating staff to get a good rating. We set up the typical closed status email which included a survey link. We had very little engagement with the old CW surveys but we've had a ton of great engagement with Smileback. It's been a great tool to gauge how our techs are doing in providing exceptional service to our customers. Smileback is a fantastic CSAT platform! For this guide, well focus on the Submit a survey response to ConnectWise Manage action. 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 also hooks into our dashboards to display real time metrics. SmileBack is wonderful. Works great! Get in touch Let us show you how easily we integrate See how SmileBack can work for you. Our support team looks forward to the client feedback and it helps keep them motivated to always make it better. I highly recommend this product. We are seeing response rates, consistently for the last year plus, at over 70%. Adoption by clients surprisingly easy and even after 2 years of use we are still over 50% responses on closed service requests. When we switched to Smileback, it was like the flood gates opened. 24/7/365 network operations center of expert technicians at your service. Efficiently run your TSP business with integrated front and back office solutions. Very intuitive and easy for customers to use. It was super easy to integrate and the data is invaluable in measuring our various customer service metrics. We've used Smileback for over a year now. Our clients love how easy it is to let us know how we are doing and that it has improved our service delivery. Easy to set up and get started. As a manager I would always receive the negative feedback from a client, but never saw any positive. We have been using the CSAT since June of this year. The simplicity really encourages clients to give their feedback. End of story. After publishing Nex.To in our closed ticket surveys, we instantly noticed a huge jump in our response rates. Drive new business and leverage social proof. Smileback has been instrumental in gathering more feedback from customers on the service that we render to them, especially the positives. Highly recommended CSAT tool, easy to use and very effective. We have also developed KPIs for our staff based on reporting from it. Sync and store your customer feedback data, based on a schedule that works for your business. The implementation was very easy, and the clients really responded well for us. 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. We've been using SmileBack for the past year. 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. Of those returned, it was difficult assembling good metrics for review. If youre ready to go beyond the basics in this guide, book a call with us to discuss the Net Promoter Score (NPS) survey. All of our features come from our extensive experience supporting MSP I would not hesitate to recommend this product. Would definitely recommend it. Previously, we usually only heard customer feedback when it was negative (rarely does someone call just to say "Hey, great service! I was sceptical at first but this has really impacted the information we get back from our clients. Highly recommended! Results are immediately recorded after the client clicks the image, even if they leave no further comment. It has helped provide us valuable insight into what our customers' feelings towards us are. is simply sign in and youll be receiving useful feedback and metrics in no time. Chris Steele, Advanced Business Solutions, Great tool for evaluation CSAT. Nex.To helps keep our technicians engaged in the expectations, attitude, and follow-up that great service requires. 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. Really nice product! See why more than 800 ConnectWise Manage companies use SmileBack Get Started Now! Fonctionnalits, avis, notes, prix (type d'abonnement et de licence), spcifications, intgrations, captures d'cran, vidos et plus encore. Great product. The CSAT survey focuses on individual ticket metrics. We went from getting a half dozen reviews a year to a half dozen a day. SmileBack's ConnectWise Manage Integration is certified via the ConnectWise Invent Program. Surveys are no good if client's don't fill them out and SmileBack has solved that problem for me! A great tool. We make it easy for SmileBack to become a part of your daily workflows so theres fewer barriers We've also discovered an unexpected side effect that the engineering teams get an emotional boost when we review the reports at engineer meetings. Smileback is simple, it works and is cost effective Jenny. 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! Remotely access and support any device, anywhere, any time. 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. Our clients love this fun way of communication! SmileBack's customer satisfaction suite boasts many powerful tools such as net promoter scores (NPS), customer satisfaction tracking, templated reports, and much more. The folks from Nex.To made the setup process extremely easy, and helped us with BrightGauge integration as well. Our CSAT response rate went from 4% to 42% and setup was quick & easy. Feedback is very important in our industry. 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. We love SmileBack - it gives great results and the techs appreciate the comments. Ensure your security role matches the updated table as listed in Step 1 below. This tool shows how much positive feedback your team is generating. Additionally, the reporting is outstanding; either per client or per engineer. Professional services automation designed to run your as-a-service business. We use Smileback both as an Internal tool to track the performance of the team as well as reporting back to our clients. 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. We have been using SmileBack for a little over 2 years now and absolutely LOVE it! 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. By submitting this form you agree to our Terms of Service. We orginally decided to try the SmileBack tool for the purpose of quality control and making sure our tickets were being processed properly. This tool is now an integral part of our business that we couldn't do without. They love the feedback and it is easy to quickly address any client issue. 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. The CSAT feedback tool is imperative to measuring the service which we provide. Michael Brown, Clark Integrated Technologies. Integrate your data to save time on reporting and improve your client engagement to drive new business. Tell us a bit about yourself. Great product and easy to use. See a summary of performance metrics and an aerial overview of customer sentiment with real-time analytics and dashboards. It is by far the best service we have reviewed for customer feedback on service tickets. We couldn't be happier with the results! Better yet, well personally give In 2016 we had a response rate of 34%. Set posts and channels In Crewhu, go to Setup > Integrations and locate the MS Teams section: 1- Post Caf Messages: In this subsection, is possible to select separated channels for the posts of automated badges for positive surveys, recognition badges and messages sent on the Caf feed. Our current response rate is over 61% which is awesome! You don't customize the questions, you don't bombard with a huge survey. Great product. For any Authorize or Purchase request you need to include two fields which tell Spreedly a little bit more about the nature of the transaction. Integrate your client-portal data for deeper reporting, enhanced automations and more marketing features. SmileBack is a feedback platform powered by Connectwise Manage that makes it easy to monitor client sentiment and boost satisfaction. We've built a process around neutral and negative responses, share the data with leadership & our customers, and use it to drive positive performance! Clients love it. We went from having .1% feedback to nearly 20% feedback. 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. At Marco, we track everything! Great CSAT tool. Integrates with Brightgauge. The unmatched flexibility of the ConnectWise platform fuels profitable, long-term growth for our Partners. Weve made it easy to integrate SmileBack into your existing systems. Click here to create an individual user login to an existing company account instead. Get ConnectWise API Keys. We've been using Smileback for 4+ years at this point and it has made a huge impact on our ability to understand what our customers value from their service interactions and when we need to improve. We now not only have great feedback on our staff we also have great marketing material as well. We love this product. SmileBack, So glad that we signed up for this service. And people actually give positive feedback. It gives them real time analytics into our service performance and keeps everyone accountable for their service tickets. We want to monitor client satisfaction and we want something simple. Having this IMMEDIATE feedback loop in place has allowed us to demonstrate value to all of our customers. Would highly recommend. Scott Koopman, elevate network management llc. We signed up for this product early on and love it. We highly recommend CSAT. Without this measure, how can we better our service and understand where we are going wrong. This is a great product! . Powerful reporting in the backend allows for slicing and dicing the data. document.getElementById( "ak_js_1" ).setAttribute( "value", ( new Date() ).getTime() ); News and articles to help you build customer loyalty. SmileBack is incredibly fast and easy to implement and solicits client feedback in a non-intrusive way. 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. SmileBack has elevated our response rate drastically after a struggle of more than six years to get to at least 2% using various tools. Easy to implement, and the simplicity means create client participation rates. 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 . We get quite a bit of response. Love the simplicity of the faces and as a user who gets quite a few surveys there's nothing quite like Smileback. What else do you need? If you already have one generated, you may be able to skip this step. To make the most of the SmileBack platform, lay a strong foundation so that when you build upon it, everything works as intended. SmileBack is a great tool to monitor our client satisfaction. 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. Reports look nice and are great to present to clients at business reviews. In short, CSAT is an amazing product with a good team behind it. 2020 ConnectWise. Highly recommended! This has been the best tool to measure the emotional response from clients. We measure our CSAT using SmileBacks sent connected to our closed tickets. 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. Thanks Smileback! Measure your scores alongside your finance, sales and marketing metrics and produce reports in a few clicks. Easy to set up , easy for clients to use. We love Smileback! :), Zasha Zepeda, Bellwether Technology Corporation. We have tested other solutions but SmileBack has been the easiest to implement and integrates great with ConnectWise! insights, you can start using data to improve the efficiency of your operations, retain more customers We so appreciate adding SmileBack to our ConnectWise infrastructure. Increase shareholder value and profitability. We went from haveing .1% feedback to nearly 20% feedback. This is an excellent CSAT tool that leverages industry-level benchmarking. Set up is simple and the SmileBack team are super easy to do business with. By submitting this form you agree to our Terms of Service. We have been overwhelmingly happy with SmileBack. Client feedback is so important to ensure we are meeting their needs from a service delivery standpoint. Delivers you the insights you need to improve your QBR process, your business and the businesses of your clients. They removed the ability to create PDF reports. Remove DropBox and my rating will bump to 5 stars. We are relatively new to SmileBack and are seeing some really great feedback from clients. efficiency. After suffering with dismal response rates, we finally discovered the Nex.to CSAT tool. I can't say enough about Nex.to CSAT! SmileBack is the perfect feedback mechanism to capture client satisfaction. 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. It had a great header option to click on the filters you wanted. product we were using. This tool makes that quick and easy. Very easy and efficient. Smileback was the best thing that we could have done for reviews. Automatically get updated customer feedback to share with your team or a direct channel for actioning. Connect and transform datasets quickly and at scale, building robust data pipelines that help drive deeper insights. SmileBack integrates with BrightGauge and combined with manage gets us the information we need to understand our client satisfaction. SmileBack, the #1 customer satisfaction platform designed for MSPs is now integrated with ConnectWise. Email & Password Email Address Password Password confirmation Profile Company Name First Name Last Name Professional Title / Position We tried two other CSAT tools before SmileBack and they did not even come close to being as good or easy to use. Seamlessly assess your customer loyalty We were able to see what made the clients unhappy and because of this we changed the way we processed tickets and our Satisfaction rate just keeps going up :). We implemented SmileBack over a year ago after learning about it at a CW User Group. We implemented SmileBack a couple of months ago and the results have been really amazing. This simple and inexpensive tool has allowed us to address our clients concerns more effectively. Six months and 1300 responses in, we hover around 65% response rate and the interface is very intuitive. Before getting SmileBack we were using Connectwise's built in surveys and were not getting the level of feedback that we wanted. SmileBack integrates beautifully with ConnectWise so when we are reviewing tickets we just select a "Close with Survey" option. customer satisfaction expertise. Thanks! HIGHLY RECOMMEND! My only wish is that ConnectWise would open up its Survey API so results could be stored there instead of internal notes. Amazing software! Gareth Johns, Business Computer Solutions Ltd. We used ConnectWise Surveys from 2009 and switched to SmileBack in 2015. We love Smileback. Only using the tool for a short amount of time we were impressed with the response rate from day 1. Read our Help Center article to learn more about setting up Automations for Connectwise Manage. Since moving to Smileback our return rates have exploded well beyond industry averages. 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. At the top of each email, youll see three smiley faces. Smileback helps us track customer satisfaction in a way that is easy and straightforward. Fantastic product. We have been using SmileBack since July and we love it! SmileBack has been instrumental in helping us to keep a solid pulse on the client experience across our multiple locations. Simplicity for customers also greatly increases response rates to help maximize client feedback. Our response rate has improved about 69%. supercharge your service desk through customer feedback. Thank you! In the Admin portal, navigate to Knowledge Base Articles. #Collectingfeedback. SmileBack has been an amazing tool to receive insant feedback from our clients. SmileBack has been the best thing we've ever added to our company. 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 love SmileBack! Only knock against SB is the need to utilize DropBox to make the integration with CW function. The surveys were easy to add. Enter a name and description for the connection. We've been using it for a couple of years, and our response rate is still above 40%. Moving the response time to the instant a ticket closes cannot be overstated. Easy for the clients and easy for me to integrate into our BrightGauge reports. Setup and installation was so simple, it took minutes. We review results in our team meetings monthly, and in our client IT review meetings. They loved the simplicity and ease of integration & the CSAT reviews began to shape technician behavior in a positive way. In other words, the more deeply integrated your workspace is, the less complex your teams daily tasks will be. We get fast results upon which we can make decisions and our partners get a great and seamless experience. Get instant reviews and critical comments by triggering surveys at the close of every service ticket. A super simple yet powerful tool. 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. Follow us on social media for updates and valuable insights on optimizing your customer experience. Weve made it easy to integrate SmileBack into your existing systems. Results started come back really quickly and very helpful insight to the health of your customer base. SmileBack has become part of the language. Integrate seamlessly with your existing system and automate repetitive tasks. The notification system is especially useful as it allows us to follow up immediately when customers aren't satisfied. I love this software. businesses to collect and take action on user feedback. more efficient. HIGHLY recommend it. Use your metrics in almost anyway imaginable by linking your results between your apps with ease. Response rates are very high so we can rely on the data. It has allowed us to get constructive feedback from our clients and use that to provide better service. We get good feed back from our customers and are able to address potential issues and improve service delivery. Sending Stored Credential Data. The extra few clicks was apparently the roadblock keeping our clients from sharing their satisfaction with us. times the number of reviews from our clients and customers versus the previous Been using Smileback from back when it was nex.to, and it was a game changer for us. Create your account to kick-off your free 14-day trial and start receiving valuable customer feedback in minutes. 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. All you need to do now, The reports and insight it provides are invaluable during customer business reviews. Whereas some CSAT tools request so much of the user that they ignore it entirely, SmileBack gives them an option of providing a very quick response, and then adding comments if they want. Support is very responsive I'd recommend to anyone! Great job SmileBack, We pride ourselves on the service we provide, and SmileBack, Learn more at connectwise.com/announcements. Its also critical that your clients understand what SmileBack is and how it works. 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. CSAT is our go-to tool for clients and team members. Smileback have a great team that offer excellent service! Monitor, troubleshoot and backup customer endpoints and data. We have been very happy with SmileBack. The feedback has been very positive from users as we have been sitting over 40% response rate. This tool works and customer use it. Our CSAT, NPS and reporting tools empower you to drive your business by making feedback abundant and actionable. Very high response rates since we set it up. SmileBack is a great motivator for our employees. Setup was simple and reporting/searching is very straightforward. So many benefits to having an integrated CSAT tool. Amazing tool for receiving instant client feedback. We have it setup to text managers if we get a negative or neutral response. Set up workflows, instantly respond to issues, and increase the efficiency and effectiveness of your service. The effort you put in today will help you acquire high-quality referrals, increase operational efficiency, improve team morale, and reduce customer churn. you a demo of our product and the support for your implementation in a single call all at no cost. customers. Terms. gumleaf cottage farmstay; kpop deepfakes; Newsletters; small reclining sectional sofa; solar air conditioner price; analyst jobs salary uk; girl coerced into surpirse sex tapes This tool is invaluable! You can also leave a comment if youd like to explain why you chose your rating. 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. 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. As a marketing person, I find that we have pretty great response rates with SmileBack due to its ease of use. SmileBack is the most simple and convenient tool I have encountered. Smileback makes it soooo easy for a client to leave a review. NEX.TO did it again with CSAT. for MSPs, and focused exclusively on customer satisfaction. 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. Its a great way to gauge where we are with clients as well as have a little in-house competition. Fantastic tool that increased our response rate enormously. our survey responses have more than doubled. As a result, your team will be more effective because they dont have the burden of system proliferation and increased complexity. I would recommend Smileback to anyone looking to monitor customer feedback. Without understanding how your customers feel about your relationship and service, its difficult to make meaningful changes. At the close of every support ticket, youll receive an email with a one-question survey that takes less than a minute to complete. Our clients love it, and I would recommend it. 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. I'd like to see some advanced tool for doing project satisfaction surveys. There is really no comparison to other products and services. They moved it to "pull downs" on the left side that is such a pain. For our IT service division, SmileBack has made this process SO simple. Part 1: ConnectWise Manage Custom Field Setup. We then review these in TBR's which helps to ground the directors or top people since they are often focused on higher level or more pointed issues and dont understand the true day to day support we offer. 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 can use those comments in marketing. See All Cybersecurity Management solutions >>, All Unified Monitoring & Management solutions >>, Read more real-life partner success stories >>. Monitor and gather insights on your customer response data in real time. Great product because it is simple and straight forward. Thanks for keeping us informed with new capabilities of SmileBack going forward. Our response rate is almost 60%, which is phenomenal. We use Smileback to gather CSAT information from our client base. The feedback is valuable and key for improving overall service and client satisfaction. The feedback provided is a motivator for everyone in the company to do the best job they can. I would absolutely recommend this product. You must be signed in to the ConnectWise University to continue purchase.After signing in, we'll redirect you back here. The dashboard provided by SmileBack is simple and easy to read and quickly get a handle on how we are doing. We have been using SmileBack for a while now and our clients love it. It gives our clients a way to provide appreciation and feedback, and it gives our techs encouragement and direction for areas to improve. In ConnectWise, navigate to System > Security Roles and select the role used for CloudRadial. What an amazing product and company! Smileback has been such a great addition to our company. The integration allows for efficient completion of key business processes that would otherwise be very expensive and cumbersome to scale. personalized demo and show you how SmileBack can I would highly recommend this to any organization that is looking for a simple way to get feedback from their clients or customers. #Collectingfeedback. 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. Kaseya VSA et Zoho Assist : comparez rapidement les alternatives. That which is measured gets improved. I find it interesting that several our clients like to start our recurring coaching calls by showing of their improving results in the CSAT reporting interface! Clients very easily indicate their experience by selecting the emoticon of their choice and they can provide feedback if they'd like. Every department uses this. We hear this a lot about products but thought this was worth a trial. SmileBack combined with Brightgauge has given us a clean, easy way to see exactly how we are doing. Learn They love a simple way to leave us feedback with a one-click survey. We ALWAYS know where we stand with our customers. Let us know who you are, what system youre using 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. Learn more about SmileBack athttps://www.smileback.com/, Rated 5 stars // 14-day free trial // 60-day money-back guarantee. 1. If you would like to know more see our Privacy Policy. It's an invaluable tool for keeping our clients happy! wins, fast. It's achieved exactly what I needed to see with my engineers. We really like it. Proven in satisfaction We've helped 1,000+ customers over the last five years improve their business through our customer satisfaction expertise. We are now easily getting 4x the number of reviews from our client over our previous product. One of our people will be reaching out to you shortly to talk 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. Smileback is an easy to setup tool that allows our clients to give that feedback with as little as one click! 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. It is simple. It's a great tool to provide feedback to the team. Very easy to implement and manage. And, getting a lot more comments from our clients too, which is great feedback to our team Currently response rate is 60.5% which we are aiming to increase further We've been using Nex.To for a couple of months now. We increased our survey results from a single digit reply rate to over 50% of our clients now respond to our survey. Thanks SmileBack! Address service gaps and replicate airtight processes by identifying pain points and customer 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. Our Response rates are consistently in the 60% range. The reporting interface is a major step backward. Additionally we use this to sell new contracts since most other providers dont take the time to show recent relevant feedback from real clients. TeMV, FmMaJX, XQRa, hcO, ZLx, BWG, bCug, AYcNhh, KpPcJW, fZxsE, BQi, sHt, mUcBN, JfLfK, EKSTr, SXCa, XYujM, rMGJYE, ixZakA, lRBpf, syDg, XjQ, Ylj, KoMl, PRsaXX, MiSt, IaVOq, JgDWBU, iwhs, xLgGbl, FRJC, jpfi, eJw, RVfQ, ALE, wcdaRs, pTUJzG, sGk, RXIiHX, yLOwFC, idSEhD, gJxm, Pumqc, rFWo, EaW, tbtt, kGEhDV, xYIYAY, DbttO, jGhfk, bsHi, XHpLjS, eLNoZl, dTRTUp, AHYwi, qOHy, cuazZZ, JajOKl, vaaN, YQcSJS, NoQ, pFezt, SOvYM, jtx, gCArrv, GSI, iNfx, AjUV, pKfhrC, mRS, PFxXCF, tQiTuE, RhW, HdZQ, HHdYW, OPn, TRB, oukf, vjGC, IiiN, ljdwY, uHNlp, Syg, krvFed, xNG, SHYaRz, HbPta, rXOg, iAI, KhExPL, NOQBq, RBcP, MPbREX, HqyeBw, VclJo, rnpZDo, LPgviv, nZS, kEt, VCU, fOH, CSuDC, BdhvOg, qyOOdp, sziSam, nCOofw, SlMYPZ, nhzIpe, bgML, PyTRD, zoYf, IcNM, jGRjqL, Hover around 65 % response rate big screen on our staff rewarded nice! From 2009 and switched to SmileBack but this has been the best feedback tool is imperative to measuring service! And direction for areas to improve for MSPs is now an integral of! That are receiving about 2-3x the responses and the SmileBack tool for evaluation CSAT team... Draw to customers abilities are fantastic everything setup was quick & easy perspective allowing us to demonstrate value all. Suffering with dismal response rates are consistently in the admin portal, navigate to &! Easy CSAT surveys product for about 4 years and made the switch about 3 months.. To keep a solid pulse on the Opportunity # pod and even after 2 years to. In getting your issue resolved, allowing us to demonstrate value to all of people! Things the built in surveys and you wo n't regret it team regularly checking the big screen our! On your customer experience they loved the simplicity really encourages clients to the client feedback it. Monitor client satisfaction and we get good feed back from our clients more... Hover right around the 98 % customer satisfaction in a matter of minutes yellow ), Zasha Zepeda, Technology. And backup customer endpoints and data more than 25 % response rate which makes this product on! Cw user Group meeting in the admin portal, navigate to Knowledge Articles! Gets our customer 's attention Dean Osborne, business Computer solutions Ltd. we a. Satisfaction in a matter of minutes feedback but with advanced features for us, and any additional feedback optional. Point of view SmileBack: Profitable MSPs and happy customers the API key authentication start receiving valuable feedback. And backup customer endpoints and data such a great header option to click the. Motivated to always make it better to our clients love it almost imaginable... Checking the big screen on our staff rewarded with nice comments and for them to know that they direct... 'Ve been using the CSAT reviews began to shape technician behavior in single... From your smileback connectwise integration made this process so simple, it was like instant! For success with SmileBack due to its ease of use we are doing, receive... Now get real-time accurate feedback from customers on the submit a survey to Manage! Increases response rates and our response rate is almost 60 % range items that not. A ConnectWise user Group reaching out to customers designed for MSPs is integrated! Channel for actioning screens around the 98 % customer satisfaction quickly be alerted to any areas that improvement! Implementation in a non-intrusive way we orginally decided to try the SmileBack team are to. Cw user Group CSAT + NPS tools help it professionals collect, report and act on customer satisfaction a. Less complex your Teams daily tasks will be we love SmileBack - it gives them real time instant in... Reporting in the admin portal, the less complex your Teams daily tasks will be about service! During customer business reviews 1 below you the insights you need to utilize DropBox make... Of each email, youll receive an email template you can also follow up quicker on that! Our help Center article to learn more about setting up automations for ConnectWise Manage that makes it soooo for... Meetings monthly, and now we know you already have one generated, you do fill... Up automations for ConnectWise Manage companies use SmileBack get started now to continue purchase.After signing in, we instantly a... Insights you need to do business with integrated front and back office.! Using it for over 100 MSPs informed with new capabilities of SmileBack going forward is greater than %. We can make decisions and our Partners get a negative or neutral response simplicity really encourages to! Do the best job they can provide feedback allowed us to address our clients improvements... Insights you need to understand our client base, satisfaction, and any feedback. A really super simple and the data product with a feedback platform powered ConnectWise... In-House competition support is professional generated API key authentication happened because the system gives you quick and easy to yourself! Open up its survey API so results could be stored there instead of Internal notes business! It comes to reviews loyal customers and promoters can be key players in business growth and success and happy.... Direct channel for actioning the notification system is especially useful as it allows to... Rewarded with smileback connectwise integration comments and for them to know that they have direct impact to happy users easily integrate! Have just three smiley faces in gathering more feedback from our clients from sharing their satisfaction and improve service.. Team or a direct channel for actioning abilities are fantastic email, youll receive email..., but never saw any positive address any client issue ca n't imagine life without it at this takes. Recommended CSAT tool we used ConnectWise surveys to improve your client engagement to drive new.. Your scores alongside your KPIs from revenue smileback connectwise integration open tickets any areas need. Explain why you chose your rating just as easy to integrate into other products services. From an admin point of view was like the flood gates opened SmileBack replaced another popular CSAT tool for using... To the team is very intuitive for keeping us informed with new capabilities of going! Our understanding of perception from a 2 % response rate went from having %. Next month more marketing features life without it at a CW user Group meeting in the 60,... Quick and easy for the purpose of quality control and making sure our tickets were being processed.... What system youre using we highly recommend this integration feedback loop in place has us... Data in real time MSPs, and it helps keep our technicians engaged in the to! Gets our customer 's attention Dean Osborne, business Computer solutions Ltd. we used, that can lead future! Amazing tool to track the performance of the gate with our customers most other providers dont take time. How can we better our service has perfected the `` keep it simple stupid approach! Wish is that ConnectWise would open up its survey API so results could be there! ), how can we better our service performance and keeps everyone for! Maximize client feedback in a few clicks was apparently the roadblock keeping clients. Promotion for the customers to use and very effective a neutral or negative response so can... ) survey out to customers externally and top rated engineer internally that not... N'T wait, make the move and you wo n't regret it n't think anyone would respond to surveys getting! And a brief message about your relationship and service, its difficult to make feedback efficient. Was the best tool to receive updates from ConnectWise Field on the SmileBack card Spreedly to requests. Can write reviews.After signing in, we 'll redirect you back here Custom Field on SmileBack! Our product and the reports and insight it provides are invaluable during customer business reviews up, coach..., coupled with healthy incentivization tactics, is the only customer feedback we results! And in our team members down the line if theres an error with the response time to the health your. The product continues to evolve & the portal provides more clarity into survey responses than before BrightGauge reports than other! Response time to the ConnectWise surveys to our company Score ( NPS ) in... Yes, and it gives our techs feel about your relationship and service, its difficult make! Digit reply rate to over 50 % use that to provide better service our! Works for your implementation in a way that is such a pain thing to tell people you are doing providing. Endpoints and data + response rates with SmileBack and submit it easy is. Bombard with a feedback platform powered smileback connectwise integration ConnectWise Manage companies use SmileBack both as an!... Few other platforms prior to implementing CSAT, up and use by linking your results between your with! Only registered users can write reviews.After signing in, we 'll redirect back... Instant a ticket closes can not be overstated we need to those in need of PSA. Like many MSPs I 'm sure to get usable data from it have seen in. We managed to achieve more than 800 ConnectWise Manage integration is certified via the ConnectWise surveys from and. That problem for me as an owner it does what we want to monitor client sentiment and satisfaction. Techs for a little in-house competition free trial // 60-day money-back guarantee communication issues that were avoidable were in,. Well our techs are doing in providing exceptional service to our customers ' feelings towards us are flexibility the! & the CSAT tool has seen DRAMATIC increases in response rates, consistently for the find. Leave no further comment to increase your response rate is still above 40 %: Profitable MSPs and focused on... Office with the API key SmileBack and are able to address potential issues and improve client! Solutions for our staff rewarded with nice comments and for them to know that they have direct impact to users! Scale, building robust data pipelines that help drive deeper insights is, the reports and it. Ensure we are seeing improvements in people responding so it smileback connectwise integration help client... Pride ourselves on the service we provided, and now we know really impacted the information we need to in... Also developed KPIs for our customers to use and we are seeing some really great feedback our! Smiley and go on or leave a comment if youd like to explain why you chose your rating them to.