8.9
SpotScore
SmileBack Review: Is It The Right NPS Software For Your Team?
Best for SMB teams · Mid-market · Enterprise
Free Trial Available
GDPRStarts from $83 / Month when Billed Yearly
Overview
Pricing
Features
Buyer feedback
Alternatives
Media
Security & Compliance
Support
FAQ
Blogs
Spotsaas Analysis for SmileBack
SmileBack at 4.6/5 from 86 reviews and SpotScore 8.9 is built for customer success managers and support agents at small to medium businesses who need fast feedback collection without setup overhead. The platform's straightforward design increases response rates by removing friction from the feedback process. Real-time feedback data is immediately shareable across teams, enabling quick service adjustments based on actual customer input.
Customer satisfaction software collects feedback from customers and routes insights to support and success teams. The primary workflow shift is moving from manual survey distribution to automated, always-on feedback capture that surfaces issues in real time.
Quick picks:
What is SmileBack?
SmileBack is the perfect customer satisfaction platform that is designed to be user-friendly yet still provides a myriad of insights. Monitor and track your clients' sentiment data with advanced analytics and interactive dashboards. Utilize segments, filters and tags to uncover further particulars from your data which will enable you to gain a greater understanding of your company. Activate surveys after every service ticket to get instant feedback from your customers; good or bad. Lastly, put together custom reports quickly and easily in order
Pricing
Starts from $83 / Month when Billed Yearly
Free Trial available
Best For
Suited for solo users, small teams, SMBs, and enterprise
Security & Compliance
GDPRData residency:🇺🇸
SmileBack Software Demo
SmileBack was reviewed internally using user feedback, in-house testing, and market research to assess its performance, reliability, and user experience. Learn how we review products and our evaluation process.
Who should consider SmileBack
- Use cases
- Customer support teams, Service ticket feedback collection, Customer satisfaction monitoring
- Team types
- Customer success managers, Support agents
- Company size
- Small Business, Medium Business
- Workflow style
- Simple and streamlined
- Setup complexity
- Low
Why teams choose SmileBack
Easy to use for both customers and internal users, boosting response rates
Real-time feedback is accessible and shareable, aiding service improvement
Simple setup and intuitive dashboard design for quick integration
Is SmileBack right for you?
Best for simple, real-time customer satisfaction feedback in small to medium businesses.
Choose SmileBack if
- You need an easy-to-use platform that boosts customer response rates with clickable face feedback.
- You want quick setup and intuitive dashboards for immediate insights without complex configuration.
- Your focus is on customer support or service teams collecting ticket feedback and monitoring satisfaction.
Consider alternatives if
- Your organization requires advanced survey customization beyond basic feedback options.
- You need extensive integrations with other enterprise software tools for complex workflows.
What buyers should know before shortlisting SmileBack
SmileBack shines as a remarkable Customer Satisfaction tool, praised for its simplicity and ease of use by both customers and internal teams. The feedback mechanism, where customers can easily click on a face and add comments, has significantly boosted response rates, even surpassing 60% in some cases, showcasing its effectiveness in capturing real-time feedback.
Users appreciate the seamless integration with other software like ConnectWise Manage and BrightGauge, streamlining workflows and enhancing data insights. The platform's user-friendly dashboard and prompt customer service have garnered high praise, making it a valuable asset for operations and client satisfaction management.
While some users mention minor issues like the need for improvements in email customization and advanced reporting features, SmileBack continues to impress with its innovative updates and dedicated support. Overall, SmileBack stands out as a top choice for organizations aiming to elevate their customer experience and gather valuable insights effortlessly.
SmileBack pros and cons
- SmileBack pros
Easy to use for both customers and internal users, boosting response rates
Real-time feedback is accessible and shareable, aiding service improvement
Simple setup and intuitive dashboard design for quick integration
- SmileBack cons
Limited advanced customization options
Limited integration options with other software tools
Ready to try it?
Get started with SmileBack
Start your free trial — no credit card required.
Still comparing?
See how it stacks up
Compare SmileBack side-by-side with top NPS Software alternatives.
What is the pricing of SmileBack?
SmileBack Pricing Plans
Starter
1-5 agents
One-Click Surveys
Customer Satisfaction (CSAT)
Net Promoter Score (NPS)
Website Widget
Show more +
Growth
6-10 agents
One-Click Surveys
Customer Satisfaction (CSAT)
Net Promoter Score (NPS)
Website Widget
Show more +
Pro
11-15 agents
One-Click Surveys
Customer Satisfaction (CSAT)
Net Promoter Score (NPS)
Website Widget
Show more +
Pro +
16-20 agents
One-Click Surveys
Customer Satisfaction (CSAT)
Net Promoter Score (NPS)
Website Widget
Show more +
Weighing your options?
Not sure if SmileBack fits your budget?
SmileBack reviews and ratings
Buyer sentiment
Users highly appreciate SmileBack’s ease of use and effective real-time feedback collection, though some desire more advanced customization and integrations.
What buyers like
- Ease of use
- Real-time feedback
- Customer support
Common complaints
- Limited customization
- Integration limitations
Are you using SmileBack?
What users are saying
AU
Anonymous User
09/05/23
"Simple fantastic Customer Satisfaction tool"
What do you like best about SmileBack? The ease of use (both for the customers and for our end). The customers receive an email after each ticket is ...
Read more
AU
Anonymous User
09/05/23
"Simple fantastic Customer Satisfaction tool"
What do you like best about SmileBack? The ease of use (both for the customers and for our end). The customers receive an email after each ticket is ...
Read more
JK
Jennifer K
09/29/20
"It's everything I want"
What do you like best about SmileBack? Bit-Wizards has been using the SmileBack service for a short while. At the time of this review, we have been ...
Read more
JC
Julee C
03/06/20
"Guaranteed to make you smile!"
What do you like best about SmileBack? The ease of use for our clients and the dashboard view for management. Smileback customer support is excellent ...
Read more
RE
richard e
10/11/19
"Smileback is great"
What do you like best about SmileBack? Timely feedback for customer facing tickets What do you dislike about SmileBack?
EP
Eric P
10/02/19
"Great tool with great support"
What do you like best about SmileBack? The setup is easy and took very little time. What do you dislike about SmileBack?
- See if SmileBack fits your business
- Real pricing — no sales pressure
- A demo or quick answers, your call
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What are the features of SmileBack?
Custom Survey URLs are a powerful tool used in software to create personalized and unique survey links for respondents. This feature allows…
Customer Net Promoter Score (NPS) is a powerful software feature that measures and tracks customer loyalty and satisfaction. It is a widely…
Researchers can use data analysis tools to make sense of the information they have gathered. It gives them the ability to report findings an…
Email marketing is a type of marketing that informs your customers via email list of new products, discounts, and other services. It can als…
Email surveys are an essential feature in modern software that allows businesses to gather valuable information and feedback from their cust…
The practice of collecting input from team members or employees and implementing changes to your operational processes to improve OKR assess…
Polls or voting is a software feature that allows users to gather opinions, feedback, and preferences from a group of people. It is a method…
Predictive analysis is a powerful software feature that allows users to forecast future outcomes based on historical data and statistical al…
Reporting provides complete visibility of the project and a clear grasp of what has to be done to the on-site personnel. The reporting proce…
A social media sentiment analysis tells how people on social media feel about your company. Sentiment analysis considers feelings and opinio…
Site Intercept Survey is a powerful tool that allows companies to gather valuable insights from website visitors in order to improve their o…
Support for audio, images, and video is a common feature found in many software applications. This feature allows users to seamlessly incorp…
Survey Builder is a powerful tool that allows users to create customized surveys to gather valuable feedback from customers, employees, and…
Text analytics is a powerful software feature that is revolutionizing the way businesses analyze and extract insights from large volumes of…
Third-party integration refers to the addition of relevant external data to an existing project via various APIs. Because of third-party API…
Web Widget Survey is a powerful tool designed for businesses to gather feedback and opinions from their customers. It is a versatile web-bas…
SmileBack security and data handling
Key compliance certifications and security features for IT and security teams evaluating SmileBack.
Certifications
Developer & data
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9.8
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SmileBack Support Options
Frequently Asked Questions About SmileBack
Common questions buyers ask before choosing SmileBack.
SmileBack is a NPS Software. SmileBack offers Web Widget Survey, Email Surveys, Survey Builder, Customer NPS, Text Analytics and many more functionalities.
SmileBack is a strong fit if: You need an easy-to-use platform that boosts customer response rates with clickable face feedback.; You want quick setup and intuitive dashboards for immediate insights without complex configuration.. Consider alternatives if: Your organization requires advanced survey customization beyond basic feedback options.; You need extensive integrations with other enterprise software tools for complex workflows..
Buyers commonly note the following limitations of SmileBack: Limited advanced customization options; Limited integration options with other software tools; May not meet needs of enterprise-level complex workflows.
Some top alternatives to SmileBack includes Zonka Feedback, Customer.guru, FeedbackLink, Promoter Ninja and SatisMeter.
SmileBack offers Free Trial, Subscription pricing models
The starting price of SmileBack is $83/Month when Billed Yearly
Ready to try it?
Get started with SmileBack
Start your free trial — no credit card required.
About the reviewer
Rajat Gupta is the founder of Spotsaas. Over the past two years, he has reviewed 2,000+ tools across CRM, HR, AI, and finance — applying hands-on product research and a background in commerce and the CFA program to evaluate software through a business and ROI lens. His goal: help teams make software decisions they won't regret.
Disclaimer: This research has been collated from a variety of authoritative sources. We welcome your feedback at [email protected].