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. Working with Leo to get everything setup was a breeze and their support so far has been very responsive. Another way to make feedback more efficient is by setting up the Microsoft Teams Integration. Automatically get updated customer feedback to share with your team or a direct channel for actioning. HIGHLY RECOMMEND! Manage statistics in one place, see your feedback alongside your KPIs from revenue to open tickets. Its a great way to gauge where we are with clients as well as have a little in-house competition. This is one of the best CSAT tools that I've used :) Rachel Westbrook, Rachel Westbrook, Atech Support. Our response rate is in line with the expectations set by Nex.To, and we highly recommend it. This has improved our understanding of perception from a client facing perspective allowing us to adapt our methodologies and communication internally and externally. quantitative and qualitative customer This tool is now an integral part of our business that we couldn't do without. HIGHLY recommend it. Well done! 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. How to Set Up Your Microsoft Teams Integration to Improve Collaboration. 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 Has a good interface for reviewing survey responses. Fonctionnalits, avis, notes, prix (type d'abonnement et de licence), spcifications, intgrations, captures d'cran, vidos et plus encore. Highly recommended CSAT tool, easy to use and very effective. Directly integrate reviews into your company's Slack and use dedicated channels to analyze them live. The ease of setup and instant benefits means this product is one I can definitely recommend. Just like most everyone else, we had the automatic survey built into ConnectWise running. We make it easy for SmileBack to become a part of your daily workflows so there's fewer barriers to success. This is one of our better add ons for our business. Click Sign In to authorize. Eliminate shared admin passwords and protect customers from security threats. with Google Reviews and ability to show our reviews on our site. Highly recommended! It's easy to manage, easy for our clients to use, and gets our technical teams invested in the feedback process. I personally didn't think it would have that big of an impact on the amount of surveys our customers filled out, but I couldn't have been more wrong. This one is a very user friendly with one click and we've had a very high reaction rate. Nex.To helps keep our technicians engaged in the expectations, attitude, and follow-up that great service requires. 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. It is easy for the client and it integrates well into our account management process. We switched to SmileBack (formally Nex.to) and saw an instant uptick in responses the next month. 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. In short, CSAT is an amazing product with a good team behind it. Prior to implementing CSAT, we were receiving approximately 95 surveys a month. When I post in Teams the personalized shout-outs from clients, it builds morale and encourages others to step up their game. This survey helps you understand your overall relationship health (beyond individual ticket metrics). It's a really super simple and easy way to collect and manage reviews both negative and positive from our clients! we use it extensively in our internal KPI's now and have had a significant increase in response rates from clients. A great solution. Every MSP we coach that has implemented the CSAT tool has seen DRAMATIC increases in response rates. Also, the reporting and dashboarding aspects of the product are very informative and flexible. Link your account to this ioT smart clock and display a live feed of your last three reviews and comments. Under Service Desk, find the Service Ticket - Dependencies and set the permissions to All for all four categories (Add, Edit, Delete, Inquire). At the same time it has also helped us eliminate and train to end customer frustration. 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. Fantastic tool that increased our response rate enormously. This is how you actually start serving the Customer Satisfaction (CSAT) survey out to customers. Results started come back really quickly and very helpful insight to the health of your customer base. Darrin LeBlanc, Performance Enhancements, Inc. Smileback has a survey too - give it a go! We couldn't be happier with the results! Michael Silverman, Advanced Network Products. Setup and installation was so simple, it took minutes. 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. 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 It is by far the best service we have reviewed for customer feedback on service tickets. We use this tool extensively throughout our business to ensure we really know how our clients feel about our service. Integrate your customer feedback into dashboards and data visualizations to uncover powerful insights. The team loves the affirmation.. Dave Mulvey, Advanced Network Products Inc. David S. Mulvey. We've been using them for a while, and not going anywhere. We've seen a significant improvement in customer satisfaction from this one tool alone. Integrate your data to save time on reporting and improve your client engagement to drive new business. We implemented SmileBack over a year ago after learning about it at a CW User Group. SmileBack is incredibly fast and easy to implement and solicits client feedback in a non-intrusive way. 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. The product continues to evolve & the portal provides more clarity into survey responses than before. helps you help them have a better experience), How quickly your team will respond to them. You don't really know until you ask them. The number of surveys returned today is ten-fold what it was prior to us using SmileBack, and we couldn't be happier. Greatest CSAT tool around. Survey's don't have to suck and Smileback has figured out an ingeniously simple systems of getting results. SmileBack, the #1 customer satisfaction platform designed for MSPs is now integrated with ConnectWise. To make the most of the SmileBack platform, lay a strong foundation so that when you build upon it, everything works as intended. Definitely recommend! 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. Read below on how to connect your CloudRadial account with SmileBack. Been using Smileback from back when it was nex.to, and it was a game changer for us. In just the one week it has been implemented, we have received more surveys than we did in an entire month with the built-in ConnectWise surveys. The SmileBack support team is very responsive and their development team has produced a reliable solution that keeps getting better. It's smart, timely, and actionable. Definitely recommend! Our response rate has improved about 69%. and identify opportunities for growth and improvement. Seamlessly assess your customer loyalty Click Save and Test to finalize the integration. 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. You don't customize the questions, you don't bombard with a huge survey. It has been quickly adopted and we are seeing improvements in people responding so it great. SmileBack is the only customer feedback system specifically designed for MSPs and focused exclusively on customer satisfaction. Smileback makes it soooo easy for a client to leave a review. Now you can enhance your Microsoft Dynamics CRM experience and amplify your sales with a comprehensive and seamless integration to a market leader in CPQ technologyConnectWise CPQ. The instructions in this topic help you create ConnectWise API keys to enable communication with the Firebox, and describe how to configure configuration questions and ticket management in ConnectWise for your Firebox integration. #Collectingfeedback. Better still the low barrier for entry to submit a survey means our customers are more likely to let us know when something hasn't gone quite right, allowing the leadership team to respond quickly to address customer concerns and implement service or process improvements. Part 1: ConnectWise Manage Custom Field Setup. 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. Since moving to Smileback our return rates have exploded well beyond industry averages. The CW survey tool brought a good improvement when we implemented it. I would recommend Smileback to anyone looking to monitor customer feedback. We survey for all our lines of business, internal & external customers. Signup - SmileBack Start your free 14-day trial Start receiving valuable customer feedback in a matter of minutes. They love the feedback and it is easy to quickly address any client issue. The team is very responsive and highly supportive, the portal, the way it works and the reports all just makes perfect sense. We've used the CSAT tool for a few weeks and have received more feedback than any other related solution. We are a smaller based IT company and want to give our clients a voice. We get quite a bit of response. We have had the most amazing response rate, its worth every penny. 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. to you about your concern or question. Only using the tool for a short amount of time we were impressed with the response rate from day 1. 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 implemented SmileBack a couple of months ago and the results have been really amazing. Weve made it easy to integrate SmileBack into your existing systems. The effort you put in today will help you acquire high-quality referrals, increase operational efficiency, improve team morale, and reduce customer churn. We've also discovered an unexpected side effect that the engineering teams get an emotional boost when we review the reports at engineer meetings. Remotely access and support any device, anywhere, any time. Address service gaps and replicate airtight processes by identifying pain points and customer Set up workflows, instantly respond to issues, and increase the efficiency and effectiveness of your service. Smileback is a fantastic CSAT platform! Separate to the customer response our technicians also love it with the dashboard on display. Receive instant feedback so you can save time, optimize your service and improve your client experience. Very streamlined tool that was incredibly easy to setup. If youre ready to go beyond the basics in this guide, book a call with us to discuss the Net Promoter Score (NPS) survey. There is really no comparison to other products and services. Loved by our technician and has created a competitive spirit within the team as well as promoting a customer service culture. The feedback has been very positive from users as we have been sitting over 40% response rate. So glad we signed up for this service. We have been using this CSAT tool for not quite a year, but it has been invaluable to gauge how we are doing in the eyes of our clients. We have been using the CSAT since June of this year. We have been using this CSAT tool for nearly 3 years. SmileBack is a brilliant CSAT tool that is very easy to use and implement. Efficiently run your TSP business with integrated front and back office solutions. Better yet, well personally give We love the multiple reporting features that are offered. Just connect, start sending It had a great header option to click on the filters you wanted. 2022 ConnectWise, LLC. Our response rate is above 71% and clients by and large are favourable to it (Can never satisfy 100% of people). SmileBack works well for us. The CSAT survey focuses on individual ticket metrics. Get a free consult + demo with a feedback specialist today! Just connect, start sending surveys, and receive feedback in minutes. Create custom reports to prove your value to clients, present data-driven opportunities, and drive meaningful conversations. I submitted a review back in 9/2017 about how much we love SmileBack, but wanted to update my accolades. Gareth Johns, Business Computer Solutions Ltd. We used ConnectWise Surveys from 2009 and switched to SmileBack in 2015. We have been using SmileBack for a little over 2 years now and absolutely LOVE it! We have been overwhelmingly happy with SmileBack. 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. Getting (and giving) feedback is to quick and simple. Outstanding tool and simple for our clients to give feedback on our service. Definitely recommend! Advanced quote and proposal automation to streamline your quoting. Before using the CSAT tool we were averaging less than one response a month and now our response rate is above average at 53%. This is a very simple idea but changed our review return rate from 3% to 56%. This customer satisfaction platform is just great. This is super effective compared to the less integrated method we were using before. Click on the name of the article to view it in a new tab. The CSAT tool works brilliantly it was easy to set up and we were getting 34% response before we informed our customers it was being used. We get good feed back from our customers and are able to address potential issues and improve service delivery. We are seeing response rates, consistently for the last year plus, at over 70%. 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 have been using Smileback for just over a year, it is invaluable for gauging client feedback and tracking technician performance. Scott Koopman, elevate network management llc. wins, fast. keeping us up on new features of SmileBack, It's been invaluable being able to know what clients are feeling about our We use SmileBack as an integral part of our business strategy. Thanks Nex.to! Well Done. If you already have one generated, you may be able to skip this step. 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). Manage statistics in one place, see your feedback alongside your KPIs from revenue to open tickets. For any otherquestions with this integration, please contact the Smileback team directly to resolve any issues. personalized demo and show you how SmileBack can Support has been quick to respond and helpful. 10/10 would integrate again :), Mike Lidke, IT Solutions of South Florida. The QuoteWerks ConnectWise integration is only available in the Corporate Edition of QuoteWerks. It was easy to setup and we get over 60% response rate on the surveys. 10/10 would recommend! We've been using SmileBack for the past year. Smileback support has been responsive to any help we need. We were seeing very poor participation in client satisfaction surveys in the past, mainly due to the formatting of the surveys coming directly out of ConnectWise. SmileBack helps you build customer loyalty at every touchpoint. 2020 ConnectWise. The response rate has been amazing. One of our people will be reaching out to you shortly to talk Great product! The reports and insight it provides are invaluable during customer business 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. Best of all is the great support from the smileback team so far when it has been needed. This is a great tool that worked right out of the gate with our CW Manage instance. The automation rules built in make it easy to post positive comments directly in to slack for team members to see as well as alert team leaders to potential issues improving CSAT and employee coaching. After moving to Nex.To, our response rate hovers around 50%, and the technicians are giddy with excitement for green smiles. That said, its still key to bring your team up to speed so they understand what SmileBack is and why its important to collect customer feedback in the first place. See why more than 800 ConnectWise Manage companies use SmileBack Get Started Now! We've been using Smileback for many months now, replacing the ConnectWise Surveys. 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. With an innovative, integrated, and security-centric platform, ConnectWise enables TSPs to drive business efficiency with business automation, IT documentation, and data management capabilities.. Take SmileBack for a 14-day test drive and start collecting valuable feedback that you can act on. Jenny. The support team are quick to respond to any queries and are really helpful in getting your issue resolved. Before SmileBack, we used the built in ConnectWise ticket surveys. Very pleased with this product. We review results in our team meetings monthly, and in our client IT review meetings. Highly recommend! Helps our team identify areas of strength and areas that need improvement. Our response rate is so much higher than the previous survey software we used, SmileBack is definitely a product we highly recommend. We get the red, yellow, green, and then comments from end users. comments on your website. That only happened because the system gives you quick and effective feedback from your clients. CSAT is our go-to tool for clients and team members. Easy for the clients and easy for me to integrate into our BrightGauge reports. Sign in to Resplendent Data. 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! We'll give you a 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. 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. Heres what the automation setup looks like in SmileBack: And heres what the outcome of this automation looks like in Connectwise Manage: Notice the CSAT question How did we do on this request? accompanied by a Positive answer and a comment that reads Thank you for the quick response.. Click Connect on the SmileBack card. Prior to using SmileBack we were lucky to get a 5% response rate. Integrate your data to save time on reporting and improve your client engagement to drive new business. The CSAT feedback tool is imperative to measuring the service which we provide. All you need to do now, Enter a name and description for the connection. This way, youre bringing responses directly into your primary workspace, so you wont need to switch between platforms. Over 50% of tickets are getting feedback. Your account is setup and ready to go. 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. In addition, ConnectWise intends to immediately. CSAT + NPS tools help IT professionals collect, report and act on customer feedback. It gives them an open floor to express their experience and recommendations. Smileback is a simple to use CSAT tool that makes it convenient for our customers to give feedback. Use your metrics in almost anyway imaginable by linking your results between your apps with ease. Direct to the point. Highly recommend it! ConnectWise CPQ within Microsoft Dynamics helps . Click on Add API Key. 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. Smileback is exactly the CSAT info we need. When we switched to Smileback, it was like the flood gates opened. Before SmileBack, we hardly ever had anyone submit feedback, now It is like a living breathing entity. Only registered users can view documentation.After signing in, we'll redirect you back here. The latest update is awful. I see our team regularly checking the big screen on our wall with all of the reviews and comments. Moving the response time to the instant a ticket closes cannot be overstated. Worth every penny! Having the ability to integrate into other products like BrightGauage is very helpful and makes this product much attractive for us. This has been great to help us get a better pulse on our client and their experience with all of our interaction. Ultimately, the key to building a great company is through consistently delivering quality solutions for our clients. We have been using SmileBack since July and we love it! My techies LOVE getting smiley faces so it makes them follow procedure! Brillian Tool! Additionally we use this to sell new contracts since most other providers dont take the time to show recent relevant feedback from real clients. Thanks SmileBack! Compared to the CW survey tool, SmileBack has been a huge success with tremendous response rates! Also very benefitial in motivating staff to get a good rating. Our support team looks forward to the client feedback and it helps keep them motivated to always make it better. Great CSAT tool. It's colorful - visual, which gets our customer's attention 10/10 recommended! It's simple and even "fun" to use and they have been expanding their reporting features. Monitor and manage your clients networks the way you want - hands-on, automated or both. PR Contact: There is no bloat, no confusing dashboard. The feedback is valuable and key for improving overall service and client satisfaction. SmileBack has been the best thing we've ever added to our company. It's been a great tool to gauge how our techs are doing in providing exceptional service to our customers. service and improve your client experience. It's not complicated and it does what we want. Enter your email address to receive updates from ConnectWise. 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. 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