Documentation

Support

SmileBack's ConnectWise Manage Integration is certified via the ConnectWise Invent Program.
 If you need assistance with creating API members or integration setup please send a note to Help@ConnectWise.com and the ConnectWise Manage support team can assist. For any other questions with this integration, please contact the Smileback team directly to resolve any issues.

User Reviews

• Michael Wolinski, MRW Systems
  We used a competing product for about 4 years and made the switch about 3 months ago. We couldn't be happier with the results! SmileBack has the reporting and capabilities that we need and is very simple to navigate.
  Date: 5/25/2021 1:03 PM
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• Seth Fowler, M3 Technology Consultants
  Smileback is a great way to determine how your consultants are selling your image. As a manager I would always receive the negative feedback from a client, but never saw any positive. This tool shows how much positive feedback your team is generating. It is simple for end users to use, quick, and painless.
  Date: 4/27/2021 12:42 PM
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• Chris Steele, Advanced Business Solutions
  Great tool for evaluation CSAT. Helps our team identify areas of strength and areas that need improvement
  Date: 2/15/2021 7:50 AM
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• John Overton, Turn Key Solutions
  Our team loves to be recognized for excelling at doing what they love. When I post in Teams the personalized shout-outs from clients, it builds morale and encourages others to step up their game.
  Date: 2/11/2021 12:49 PM
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• Holly Dafonseca, Lighthouse Networks
  This is honestly the easiest system we have worked with and the analytics are perfect. Exactly what we needed. We are a smaller based IT company and want to give our clients a voice. Thank you for making it as seamless as possible!
  Date: 12/29/2020 9:32 AM
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• Max Perez, AMC SOLUTIONS
  How could I not love SmileBack? This is one of the best CSAT tools that I've used :) Very easy and efficient. Having the ability to integrate into other products like BrightGauage is very helpful and makes this product much attractive for us. I'd recommend to anyone!
  Date: 9/29/2020 4:42 PM
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• Laura Beth Denton, Allevia Technology
  SmileBack has been an amazing tool to receive insant feedback from our clients. We love the new integration with Google Reviews and the ability to stream our SmileBack reviews on our website. Thanks for keeping us informed with new capabilities of SmileBack going forward. Highly recommended! 
  Date: 9/28/2020 11:03 AM
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• Steve Sexton, Bmore Technology
  We've been with SmileBack since 2014 and they've helped us get better feedback from our clients and have recently added additional feedback features that have us very excited. 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 include the CSAT responses in our monthly service report to all clients so they can see the feedback their users are providing to us.
  Date: 9/28/2020 10:22 AM
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• Kevin Coddington, ABS
  SmileBack is a great motivator for our employees. It gives them real time analytics into our service performance and keeps everyone accountable for their service tickets.
  Date: 9/28/2020 10:03 AM
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• Nick Allo, SemTech IT Solutions
  This is a great tool that worked right out of the gate with our CW Manage instance. The documentation was clear and the integration was minimal. We are now able to see how our clients rate us.
  Date: 9/28/2020 9:59 AM
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• Shane Swanson, Snap Tech IT
  SmileBack has been instrumental in helping us to keep a solid pulse on the client experience across our multiple locations. The clients find the solution very easy to use and we get significantly more responses than with the ConnectWise survey. Our support team looks forward to the client feedback and it helps keep them motivated to always make it better. The SmileBack support team is very responsive and their development team has produced a reliable solution that keeps getting better.
  Date: 9/21/2020 2:00 PM
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• Allan Page, Somerbys IT Limited
  I've probably said this many times before, but happy to say it or similar again! Put simply, SmileBack is one of the best services I have come across that adds so much value to our business. Getting customer feedback is essential, but it is also important to be able to relay that feedback in real time to the engineer who did the work, therefore getting instant recognition (rather than just showing them some report during a review). Smileback have a great team that offer excellent service! :)
  Date: 9/21/2020 1:37 PM
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• Zasha Zepeda, Bellwether Technology Corporation
  Smileback makes it soooo easy for a client to leave a review. Our response rate has improved about 69%.
  Date: 9/21/2020 11:27 AM
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• Ike Hill, Nocwing
  SmileBack has been invaluable in improving and maintaining our positive company culture.
  Date: 9/21/2020 9:54 AM
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• Simon Roberts, Aztec
  We have been using Smileback for just over a year, it is invaluable for gauging client feedback and tracking technician performance. Easy to use for clients with simple one-click reviews allows high response rates. Powerful reporting in the backend allows for slicing and dicing the data.
  Date: 9/21/2020 4:19 AM
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• Mengwai Yeo, The Instillery
  Smileback is probably the best CSAT integration platform out there. The team is very responsive and highly supportive, the portal, the way it works and the reports all just makes perfect sense. 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. You can't go wrong with Smileback!
  Date: 9/20/2020 5:56 PM
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• David Griffin, Layer 9
  We have been using Smileback for about a year and a half now and can't say enough good things about this system. We started out using the CW Surveys and they just weren't getting the response rate that we thought we should have. When we switched to Smileback, it was like the flood gates opened. We have a consistent 35-40% response rate each week and much more engaged with our customers. If you are thinking about switching, don't wait, make the move and you won't regret it.
  Date: 9/15/2020 4:25 PM
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• Natalie Smith, Think Tech Advisors
  We have been using SmileBack for nearly 4 years now and LOVE, love love! From the ease of implementation, to the ease of the site and dashboard to client reporting, it's all AWESOME. The couple of times we have had an issue, the SmileBack support team has been quick to assist and resolve. We tried two other CSAT tools before SmileBack and they did not even come close to being as good or easy to use. HIGHLY RECOMMEND! :)
  Date: 9/15/2020 3:09 PM
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• Jason Pitcher, Advanced Business Solutions
  Smileback has become an invaluable tool in determining both the effectiveness of our engineers in solving client issues and the overall satisfaction of our clients following interactions with our staff.
  Date: 9/15/2020 10:27 AM
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• Tyler Edison, Advanced Business Solutions
  SmileBack is the most simple and convenient tool I have encountered. The simplicity of the review system encourages responses and provides valuable feedback as a resource being reviewed by customers. I would absolutely recommend this product.
  Date: 9/15/2020 10:24 AM
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• Domenic Talese, NetMedia Solutions LLC
  We love this product. Easy to setup our clients got right on board with leaving feedback and we integrated the reviews and CSAT score right into our website. Best review software we've used.
  Date: 9/15/2020 9:55 AM
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• Matt Cooke, Clearview Group
  This has been the best tool to measure the emotional response from clients. it's great to see our staff rewarded with nice comments and for them to know that they have direct impact to happy users. 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.
  Date: 9/15/2020 9:42 AM
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• Coley Lyon, TelWare
  We really enjoy Smileback. We have been using it for a few years now and it makes it really easy for people to leave us information.
  Date: 9/15/2020 9:38 AM
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• Paul Reckas, BlueBird IT Solutions Inc
  Great product and easy to use. It gives us a good snapshot of what our customers think of our team's performance. Great integration into ConnectWise Manage. Best of all is the great support from the smileback team so far when it has been needed. Definitely recommend!
  Date: 9/15/2020 9:29 AM
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• Jessica Paxton, TelWare Corporation
  We've used SmileBack for a little over 3 years now. It's very easy to use and manage from an admin point of view. Their support is always fast and friendly. Thank you for delivering a great product!
  Date: 9/15/2020 9:21 AM
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• Liam Saunders, Intuit Technologies
  After implementing SmileBack our survey responses have gone up over 10 fold, our response rates hover around 45-50%, and basically everyone in our services teams are fully invested in the survey system. 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.
  Date: 9/14/2020 7:21 PM
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• Brandon Barrett, Turn Key Solutions
  Smileback has been one of the best (and easiest to implement) tools we've added to our business over the last few years. We struggled like many MSPs I'm sure to get clients to fill out post-ticket surveys. Smileback offers a simple and intuitive way for the clients to leave feedback. I think the most important factor for them is that it's quick. 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!
  Date: 9/14/2020 3:22 PM
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• Nancy Olmsted, On Line Support
  We've been using SmileBack for the past year. It's been a great tool to gauge how our techs are doing in providing exceptional service to our customers. We are able to reward techs for a job well done, and quickly be alerted to any areas that need improvement. We've had excellent response and happily we hover right around the 98% customer satisfaction rate. Plus, it was easy for us to implement and so easy for the customers to use. We highly recommend this product to other MSPs!
  Date: 9/14/2020 2:18 PM
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• Stephen Tracy, Entech
  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 had very little engagement with the old CW surveys but we've had a ton of great engagement with Smileback. Very highly recommend them and I'm very satisfied with their service.
  Date: 9/14/2020 12:00 PM
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• Kimberly Mueller, Machado Consulting
  We really value the information we gain from the SmileBack surveys. We use it as an opportunity to reach out to our clients, to maximize the level of service we can provide to them. It provides us with conversation starters, that can lead to future opportunities and lets us be a trusted resource. Plus, the support we receive from SB is quick and helpful.
  Date: 9/14/2020 10:18 AM
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• David Purscell, Steele County (MN)
  We so appreciate adding SmileBack to our ConnectWise infrastructure. It is one thing to tell people you are doing a great job and that your clients appreciate you. It is another thing all together to be able to back that up with solid evidence. SmileBack is extremely easy to setup and use. Our response rate is greater than 76% -- far higher than any other CSAT systems we have tried. More than half of those also include comments.
  Date: 3/2/2020 11:03 AM
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• Ike Hill, Nocwing
  SmileBack is invaluable for what it does for our company morale! Instant feedback immediately available to all of our techs is great!
  Date: 2/19/2020 12:15 PM
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• Michelle Power, Intuity
  Smileback has been great at giving our customers a quick structured way of giving us feedback on how we are doing and letting us know how to get better. It is easy to use and reporting is simple and straightforward. 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.
  Date: 11/21/2019 9:38 AM
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• Eric Sugar, ProServeIT Corp
  This has been great to help us get a better pulse on our client and their experience with all of our interaction.
  Date: 11/2/2019 10:32 AM
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• Jenny Cruz, Endsight
  We are getting great reports and insight into our end user's experience. Definitely recommend!
  Date: 10/11/2019 2:59 PM
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• James Oberhaus, CPI Solutions
  We have been using this CSAT tool for nearly 3 years. We went from having .1% feedback to nearly 20% feedback. The reports and insight it provides are invaluable during customer business reviews.
  Date: 10/11/2019 2:38 PM
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• Richard Ericksen, Xantrion
  Smileback has been instrumental in getting our heads wrapped around customer feedback. It's smart, timely, and actionable. All things the built in tools are not. We've been using them for a while, and not going anywhere.
  Date: 10/11/2019 2:15 PM
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• Joshua Smith, Systems Solutions
  We've used Smileback for over a year now. It has helped provide us valuable insight into what our customers' feelings towards us are.
  Date: 10/11/2019 8:23 AM
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• Kim Hotchkiss, Platinum Systems
  We have been using SmileBack since July and we love it! 10/10 would recommend!
  Date: 10/5/2019 3:19 PM
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• Tony Shi, Switch MSP
  We implemented SmileBack over a year ago after learning about it at a CW User Group. We did a bit of promotion for the first few months by offering a lucky draw to customers externally and top rated engineer internally. This worked well. The feedback has been very positive from users as we have been sitting over 40% response rate. Highly recommended CSAT tool, easy to use and very effective.
  Date: 10/5/2019 2:34 AM
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• Chris Kerr, Aurora IT
  We use Smileback both as an Internal tool to track the performance of the team as well as reporting back to our clients. Fantastic tool that increased our response rate enormously. Brillian Tool!
  Date: 10/2/2019 6:37 PM
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• Andrew Moore, CardsTechnology
  Easy to implement and works great with Brightgauge. Very pleased with this product.
  Date: 10/2/2019 1:52 PM
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• James Ford, m3 Networks
  This has simply been one of the best things we have done. Our response rate is above 71% and clients by and large are favourable to it (Can never satisfy 100% of people). Easy interface to log in to and use and not complicated in the slightest. Green Smiley face here!
  Date: 10/2/2019 9:48 AM
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• David Griffin, Layer 9
  Before getting SmileBack we were using Connectwise's built in surveys and were not getting the level of feedback that we wanted. Since switching to SmileBack we have had great response from our clients and the feedback that we receive is crucial to customer satisfaction. We recommend SmileBack to anyone that wants better feedback and a super easy way of tracking it.
  Date: 10/2/2019 9:20 AM
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• Paul Reckas, BlueBird IT Solutions Inc
  SmileBack is a great tool to monitor our client satisfaction. We have tested other solutions but SmileBack has been the easiest to implement and integrates great with ConnectWise! Compared to the CW survey tool, SmileBack has been a huge success with tremendous response rates! Last but not least, great support! Definitely recommend!
  Date: 10/2/2019 9:15 AM
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• Eric Peterson, Simple Communications
  When we signed up, we didn't think anyone would respond to surveys. It was easy to setup and we get over 60% response rate on the surveys. It's great to hear clients feedback on our service.
  Date: 10/2/2019 8:54 AM
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• Tiffany Phelps, SysCom LLC
  Great product and easy implementation/integration.
  Date: 10/2/2019 8:35 AM
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• Kevin Coddington, Advanced Business Solutions
  We measure our CSAT using SmileBacks sent connected to our closed tickets. 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. Great product.
  Date: 10/2/2019 8:12 AM
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• Alison Glazsher, Alphanumeric
  We have been using SmileBack for a while now and our clients love it. We love it because its so easy to use and the support team are always so helpful
  Date: 10/2/2019 8:09 AM
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• Brandon Garrett, OnboardIT
  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. Survey's don't have to suck and Smileback has figured out an ingeniously simple systems of getting results.
  Date: 8/29/2019 3:32 PM
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• Stephen Tonkinson, Support Tree
  The CSAT feedback tool is imperative to measuring the service which we provide. Without this measure, how can we better our service and understand where we are going wrong.
  Date: 7/23/2019 5:13 AM
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• Steve Ranson, IT Smart Solutions
  Fantastic product. The simplicity really encourages clients to give their feedback. Has been invaluable being able to know what clients feel about our service and being able to quickly address any issues. Also very benefitial in motivating staff to get a good rating. Thanks Smile Back !
  Date: 7/17/2019 6:46 PM
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• George Sandag, Geidi IT Services
  We want to monitor client satisfaction and we want something simple. SmileBack integration with Connectwise is great. It's not complicated and it does what we want.
  Date: 7/11/2019 3:43 AM
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• Carson Hagan, LightWire, Inc.
  I love this software. It's achieved exactly what I needed to see with my engineers. Employees take pride in their CSAT score/reviews and has helped boost our CS just by having it available and displayed publicly. They love it and I do too. Would highly recommend.
  Date: 5/26/2019 8:57 PM
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• Amy Jahraus, Marco
  I submitted a review back in 9/2017 about how much we love SmileBack, but wanted to update my accolades. The product continues to evolve & the portal provides more clarity into survey responses than before. (Now we just need API access to export the data to our data warehouse ;-) In addition, the team is great to work with, very responsive! We were recently faced with a challenge in routing because of some internal structure changes, but the team rallied & found us an awesome solution!!
  Date: 5/23/2019 3:26 PM
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• Patrick Cutajar, Eyetech Ltd
  SmileBack has elevated our response rate drastically after a struggle of more than six years to get to at least 2% using various tools. The CW survey tool brought a good improvement when we implemented it. But after SmileBack installation and thanks to the amazing integration with CW, we managed to achieve more than 25% response rate. Better integration with CW will make both products a need to those in need of a PSA System. We highly recommend this integration!
  Date: 5/20/2019 1:50 AM
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• Alison Glazsher, Alphanumeric
  We have implemented Smileback this year and it has been so user friendly to work with and easy to interpret the results. It has been quickly adopted and we are seeing improvements in people responding so it great
  Date: 5/7/2019 10:23 AM
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• Kristen Ciarochi, Imagine IT
  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 love celebrating the streaks of Positive Surveys in a row -- our current best is 199! It gives our clients a way to provide appreciation and feedback, and it gives our techs encouragement and direction for areas to improve.
  Date: 4/26/2019 10:40 AM
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• Jason Rorie, Elevated Technologies
  So glad we signed up for this service. We are now easily getting 4x the number of reviews from our client over our previous product. Great job SmileBack!
  Date: 3/21/2019 1:37 PM
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• Terry Rowsell, Frontier Solutions Inc.
  SmileBack is a difference maker. In just two short months of using it we are seeing better employee engagement and greater focus on delivering a higher level of service. That which is measured gets improved.
  Date: 3/18/2019 11:04 AM
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• Jason Cowan, Spark Solutions Group
  Smileback has been such a great addition to our company. We now not only have great feedback on our staff we also have great marketing material as well.
  Date: 3/2/2019 5:40 PM
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• Brian Anderson, Nocwing
  Great tool!! My team now has a simple and effective way to get feedback from our client's. Our Response rates are consistently in the 60% range. It also hooks into our dashboards to display real time metrics.
  Date: 2/26/2019 10:57 AM
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• Gavin Werner, DivergeIT
  Since moving to Smileback our return rates have exploded well beyond industry averages. This simple and inexpensive tool has allowed us to address our clients concerns more effectively. A must have tool for todays MSPs.
  Date: 2/15/2019 12:30 PM
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• Andrew Bischof, Future Computers
  We are relatively new to SmileBack and are seeing some really great feedback from clients. It is a low cost, simple to use CSAT tool that every service company should have and promote to their clients to use.
  Date: 2/14/2019 2:59 PM
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• Natalie Smith, Think Tech Advisors
  We have been using SmileBack for a little over 2 years now and absolutely LOVE it! We tried a few other platforms prior to SmileBack but this was the best hands down! Super easy to use and excellent support. Highly recommend!
  Date: 2/6/2019 1:17 PM
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• Greg Bischer, GRIT Technologies
  We love SmileBack and so do our clients! Our response rate is so much higher than the previous survey software we used, SmileBack is definitely a product we highly recommend.
  Date: 1/23/2019 12:23 PM
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• Ericka Downs, Dorset Connects
  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. SmileBack integrates beautifully with ConnectWise so when we are reviewing tickets we just select a "Close with Survey" option. The dashboard provided by SmileBack is simple and easy to read and quickly get a handle on how we are doing.
  Date: 12/31/2018 12:04 PM
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• Stephen Read, Brandon Global IT
  Smileback has become and integral tool in our company's operation. 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. The app is easy to set up, simple to use and the Reviews screen is layed out in a way that is easily displayed on a screen within the office so everyone can track their own personal performance. I would recommend Smileback to anyone looking to monitor customer feedback.
  Date: 12/17/2018 6:53 AM
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• Darrin LeBlanc, Performance Enhancements, Inc.
  I have been using Smileback now for 3 years spanning 3 different companies. 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. Upon sale of our company, Smileback was put in place at this much larger organization. They loved the simplicity and ease of integration & the CSAT reviews began to shape technician behavior in a positive way. :-)
  Date: 11/26/2018 1:06 PM
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• Jennifer Gisler, Cadan Technologies
  SmileBack is so simple to use and to understand. Getting (and giving) feedback is to quick and simple. Our response rate has grown over 35%!
  Date: 10/17/2018 9:15 AM
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• Julee Carlson, Complete Healthcare Solutions, Inc.
  We have been using SmileBack for a bit less than a year now and it is a positive addition to our company. We are now receiving real-time feedback from our clients which is essential to the growth of our support department. In addition, the surveys are easy for clients to provide feedback and any support that I have ever needed from SmileBack has been super prompt and helpful.
  Date: 10/4/2018 1:26 PM
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• Michael Brown, Clark Integrated Technologies
  We have been using this CSAT tool for 3 years now and it has been such a positive introduction. We now get real-time accurate feedback from our clients. We have a great understanding of how our clients believe we are performing. The fact it is so easy for the end user to provide feedback makes this tool such a success.
  Date: 8/7/2018 6:26 AM
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• David Wolf, Just Solutions
  The latest update is awful. They removed the ability to create PDF reports. Only export to CSV. The reporting interface is a major step backward. It had a great header option to click on the filters you wanted. They moved it to "pull downs" on the left side that is such a pain. What a way to ruin a product interface.
  Date: 7/17/2018 11:02 AM
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• Julie Levis, Computer Habits, Inc.
  SmileBack has been the best thing we've ever added to our company. Its so easy to use for our clients and we now have a way to capture feedback from our clients. We have had the most amazing response rate, its worth every penny. Highly recommended!
  Date: 6/29/2018 3:51 PM
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• Alexander Zacharuk, Seerx Technologies
  Have been using the service for some time and it has been great. We know when clients are happy or not happy with the service.
  Date: 6/29/2018 8:59 AM
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• Petter Arnesen, Lillevik IT
  A great tool. Simple for the ones giving feedback but with advanced features for us that are receiving them!
  Date: 6/29/2018 1:01 AM
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• Richard Ericksen, Xantrion Inc
  Been using Smileback from back when it was nex.to, and it was a game changer for us. Having the immediate feedback loop is very valuable, and it integrates well with other tools like BrightGauge. 10/10 would integrate again :)
  Date: 6/28/2018 5:15 PM
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• Mike Lidke, IT Solutions of South Florida
  Before SmileBack, we hardly ever had anyone submit feedback, now It is like a living breathing entity. Its always up on one of our TVs so we can all see how great we are doing! Thanks SmileBack!!!
  Date: 6/28/2018 3:49 PM
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• Tom Hughes, Carolinas IT
  This CSAT tool is critical to our NOC. 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. We integrate with BrightGauge and have workflows in place that help out a bunch!
  Date: 6/28/2018 3:46 PM
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• Jon Gretz, DCNC, Inc.
  Absolutely a great tool. Increased our response rate on feedback 10 fold if not more. Thank you!
  Date: 6/28/2018 2:27 PM
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• Josh Oakes, New England Network Solutions, Inc.
  SmileBack has been a game-changer for us from the start, for tracking CSAT. 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. 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. We are seeing response rates, consistently for the last year plus, at over 70%.
  Date: 6/28/2018 1:28 PM
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• Michael Silverman, Advanced Network Products
  Prior to Smileback, we surveyed on about 20% of our tickets and only had about a 20% return rate. Of those returned, it was difficult assembling good metrics for review. With SMileback, we survey virtually every ticket and see almost 70% response rates. Additionally, the reporting is outstanding; either per client or per engineer. A great solution.
  Date: 6/28/2018 1:18 PM
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• Ian Smith, Innovation Networks
  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. It's an invaluable tool for keeping our clients happy!
  Date: 6/28/2018 1:04 PM
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• Dave McCabe, The Purple Guys
  This product is a critical tool for our company. We review it as a team once a week and we take the good comments and bad comments very seriously and try to improve. I'd like to see some advanced tool for doing project satisfaction surveys.
  Date: 6/28/2018 12:59 PM
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• Doug Weatherly, Network Essentials
  Very easy to set up and the response has been huge! Over 50% of tickets are getting feedback. We love SmileBack!
  Date: 6/28/2018 12:17 PM
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• Ryan Collier, DataCorps
  We love this tool. It is so simple to setup, modify and use. We love the multiple reporting features that are offered.
  Date: 6/28/2018 12:04 PM
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• Edward Quentin, The Purple Guys
  We use SmileBack for client feedback and see about 150 responses per week, with about 50 that include comments. It's very useful for seeing customer service trends in real time.
  Date: 6/28/2018 11:56 AM
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• Kyle Mahony, On Call Computer Solutions
  We use smileback for our CSAT and it is wonderful. In fact one of our clients wanted to start using Smileback for themselves they loved it so much!
  Date: 6/28/2018 10:58 AM
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• Skip Carruth, Lighthouse IT, Inc.
  We've been using Smileback for over a year. There is really no comparison to other products and services. First, the clients love it - if they're in a hurry, it's simple to click 1 of the 3 buttons and move on. When they really want to give feedback, it only takes a minute or two longer. We have an outstanding response rate and due to its simplicity, a very high rate of feedback (over 25%). We use the results in all our regular client meetings as well as during our sales process.
  Date: 6/28/2018 10:56 AM
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• Robert Burdett, Globalnet IT Innovations
  Amazing software! My techies LOVE getting smiley faces so it makes them follow procedure! 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. 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
  Date: 6/28/2018 10:53 AM
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• Donald McMahon, Complete Network
  We went from getting a half dozen reviews a year to a half dozen a day. Totally worth it.
  Date: 6/28/2018 10:19 AM
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• Angel Rojas, DataCorps Technology Solutions
  We love Smileback! It gives us insight on how our team is doing with clients and allows us to respond quickly when we haven't met a client's expectations.
  Date: 6/28/2018 10:17 AM
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• Jamie Matunas, ITG
  We love Smileback! It's a really super simple and easy way to collect and manage reviews both negative and positive from our clients!
  Date: 6/28/2018 10:11 AM
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• Sean VanderWier, F1 Solutions
  Works great! Integrates with Brightgauge. Has a neat widget for your website. Has a good interface for reviewing survey responses. Seems to be pretty accurate. Workflows allow quick manager notifications of negative responses which email and update the ticket.
  Date: 6/28/2018 10:10 AM
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• Tom Wyant, Wyant Computer Services
  Smileback helps us track customer satisfaction in a way that is easy and straightforward. The feedback provided is a motivator for everyone in the company to do the best job they can. The peer leaderboard available to us as an HTG member is awesome because it brings out the competitive side of our techs. They want to be #1 so they provide great service and ask for feedback from our clients. That's a win-win for me as an owner!
  Date: 6/28/2018 10:07 AM
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• Morten Reinhardtsen, Ironstone
  Smileback is by far the best solution that allows our end users to provide us with feedback, without any hassle. It's genius to have just three smiley faces as required, and any additional feedback as optional. Smileback allow us to have a much higher response rate on our support surveys, giving us a way better feedback rate and insights into our operations than before. Smileback has perfected the "keep it simple stupid" approach when it comes to reviews. We love it!
  Date: 6/28/2018 10:06 AM
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• Sean Harris, so simple and so powerful
  This is one of our better add ons for our business. This is a very simple idea but changed our review return rate from 3% to 56%. Additionally we use this to sell new contracts since most other providers dont take the time to show recent relevant feedback from real clients. We 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. Get Smileback now..
  Date: 6/28/2018 10:04 AM
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• Alex Farling, Delaware Micro
  We get information on customer satisfaction quickly and are able to draw immediate attention to anything that requires escalation... Love this tool!
  Date: 6/28/2018 10:02 AM
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• Cameron Fairfull, Grassroots IT
  The Smileback tool allows us to receive and monitor client 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. 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.
  Date: 6/26/2018 7:59 PM
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• Jenny House, TJ Microsystems
  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. Love the simplicity of the faces and as a user who gets quite a few surveys there's nothing quite like Smileback. Thanks. Jenny
  Date: 6/25/2018 5:01 PM
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• Brett Ammerman, Optimum Networking
  Outstanding tool and simple for our clients to give feedback on our service. We were able to tailor this to our needs with the help of the awesome support staff at SmileBack.
  Date: 6/25/2018 10:44 AM
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• Michelle Leo, ActionPoint Technology
  Smaileback is very easy to use and was configured within a matter of minutes. Since using Smileback our client satisfaction was increased substantially. 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 :)
  Date: 6/25/2018 6:30 AM
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• Adam Cantwell, PowerNET IT Solutions
  Smileback is an essential part of our CSAT process. From it we have been able to identify just how well we service our customers, identify potential issues with staff and hold on to our most valuable assest, our customers. I would not hesitate to recommend this product. We have also developed KPIs for our staff based on reporting from it.
  Date: 6/22/2018 11:05 PM
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• Jim McDonnell, InterVision
  I LOVE SMILEBACK! Simple integration set up. Seamlessly puts feedback right into the ticket for advanced reporting. Instant feedback from our clients while they are still in the ticket moment. Greatest CSAT tool around.
  Date: 6/22/2018 5:29 PM
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• Damien Poppelwell, Excellent Software & Solution
  We love Smileback. Easy to set up, easy for our customers to use, and has given us great insight into what our customers think
  Date: 6/22/2018 3:27 PM
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• Phil Thacker, DivergeIT
  Simplicity for customers also greatly increases response rates to help maximize client feedback. This is an excellent CSAT tool that leverages industry-level benchmarking. It has allowed my Service Teams to identify and focus upon customer improvement opportunities.
  Date: 6/22/2018 3:11 PM
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• John Wilson, Trek Networks
  Smileback is exactly the CSAT info we need. There is no bloat, no confusing dashboard. We get the red, yellow, green, and then comments from end users. We can use those comments in marketing. Plus, I love the fact that it integrates cleanly with Connectwise, with options. 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. Hits the target of what I need with the options I want.
  Date: 6/22/2018 2:40 PM
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• Josh Mihoda, Flagstaff IT
  We review customer comments in our weekly IT staff meetings. It's a great tool to provide feedback to the team. It let's us instantly know if we have an unhappy customer.
  Date: 6/22/2018 2:20 PM
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• James Oberhaus, CPI Solutions
  We have been using this CSAT tool for nearly 3 years. We went from haveing .1% feedback to nearly 20% feedback. The reports and insight it provides are invaluable during customer business reviews.
  Date: 6/22/2018 2:07 PM
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• Neal Brown, Neal Brown, SecureSI
  Great product. Easy to set up and get started. Feedback is very important in our industry.
  Date: 6/22/2018 12:19 PM
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• Josh Boyd, Computer PROS
  This tool is invaluable! We absolutely love it. Plus, we use it as a sales tool, showing prospects how great our service is!
  Date: 6/22/2018 11:33 AM
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• Scott Luebke, Anchor Point IT Solutions
  Our users actually use this. We get quite a bit of response. 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. We love it.
  Date: 6/22/2018 11:31 AM
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• Levi Paul, GeekTek IT Services
  Smileback/CSAT integration has been excellent. We've been using it for a couple of years, and our response rate is still above 40%. 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. The additional integration with Brightgauge allows us to have our real-time results on our in-office displays.
  Date: 6/22/2018 11:19 AM
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• Taylor Graves, Summit Technology
  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. 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. There is no contest. It just works. And works well. You don't customize the questions, you don't bombard with a huge survey. It is simple. Are you happy? 3 options. So easy.
  Date: 6/22/2018 10:29 AM
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• Matt Harvey, Stepping Forward Technology
  We LOVE SmileBack ...and what's more, so do our clients. They love a simple way to leave us feedback with a one-click survey. We have a 72.6% response rate after using it for over a year. It also continually communicates to our clients that we are dedicated to great service!
  Date: 6/22/2018 10:18 AM
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• Alec Webster, Jobecca Technology Group
  SmileBack combined with Brightgauge has given us a clean, easy way to see exactly how we are doing. It has increased our response rates and our CSAT scores are better than ever. It also lets us quickly see any neutral or negative responses, so that we can immediately reach out to the client and find a way to ensure they are happy .
  Date: 6/22/2018 10:08 AM
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• Jason Rood, Mytech Partners, Inc.
  We use SmileBack as an integral part of our business strategy. One of the metrics that we measure is our clients satisfaction, and it is used as an indicator to what we need to coach on. Client feedback is so important to ensure we are meeting their needs from a service delivery standpoint. I would highly recommend this to any organization that is looking for a simple way to get feedback from their clients or customers.
  Date: 6/22/2018 10:08 AM
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• Blake Underwood, Nemsys
  Smileback is easy to set up and provides valuable client insight and accountability for our technicians. Adoption by clients surprisingly easy and even after 2 years of use we are still over 50% responses on closed service requests. The feedback is valuable and key for improving overall service and client satisfaction.
  Date: 6/22/2018 10:04 AM
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• Peter McIver, Virtuoso IT Ltd.
  This customer satisfaction platform is just great. 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. Excellent tool.
  Date: 6/22/2018 9:55 AM
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• Danial Bulloch, Network Essentials
  Smileback increased our feedback from about 1% of completed tickets to over 50%. And people actually give positive feedback. When we relied on CWM surveys, the only people who responded to survey requests were upset clients. 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.
  Date: 6/22/2018 9:38 AM
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• John Hall, CCI Managed Services
  SmileBack is incredibly fast and easy to implement and solicits client feedback in a non-intrusive way. Surveys are no good if client's don't fill them out and SmileBack has solved that problem for me!
  Date: 6/22/2018 9:28 AM
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• Bric Gessner, SYAND
  We use Smileback to gather CSAT information from our client base. It is easy for the client and it integrates well into our account management process. Great product!
  Date: 6/22/2018 9:24 AM
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• Dean Osborne, Business Computer Solutions
  We have used SmileBack (still CSAT to me) for around 2 years. It integrates so well into ConnectWise and BrightGauge we have multiple screens around the office with the data on it.
  Date: 6/22/2018 9:18 AM
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• Erik Bowling, Full Service Networking
  Smileback is a fantastic CSAT platform! It seamlessly integrates with ConnectWise and allows all of our team members and management instant feedback and reporting. We ALWAYS know where we stand with our customers. Thanks Smileback!
  Date: 6/22/2018 9:16 AM
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• Ray Wilson, Lighthouse IT
  Fantastic tool for those who emphasize Client Engagement. Worth every penny! 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). We review results in our team meetings monthly, and in our client IT review meetings. It does everything we need it to do! Thanks SmileBack!
  Date: 6/22/2018 9:15 AM
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• Linda Williams, ProviDyn, Inc.
  Great Produce, easy to implement and use
  Date: 6/22/2018 9:13 AM
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• Matt Spain, Custom Cloud Solutions
  Smileback was the best thing that we could have done for reviews. It smokes the built in reviews for CW.
  Date: 6/22/2018 9:11 AM
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• Chad Kempt, Fast Computers
  SmileBack integrates with BrightGauge and combined with manage gets us the information we need to understand our client satisfaction. Because of how simple it is for the clients to provide feedback we get a VERY high response rate which gives us more confidence in our numbers. My staff loves it, I love it and I can't imagine life without it at this point.
  Date: 6/22/2018 9:09 AM
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• Larry Schwartz, Midnight Blue
  Smileback has been a great addition that has definitely help improve our managed services experience. Our response rate is almost 60%, which is phenomenal. I see our team regularly checking the big screen on our wall with all of the reviews and comments. They love the feedback and it is easy to quickly address any client issue.
  Date: 6/22/2018 9:09 AM
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• Darren Drewitz, Imagine IT
  Smileback is a simple to use CSAT tool that makes it convenient for our customers to give feedback. All they have to do is click one simple face to give feedback. 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.
  Date: 6/22/2018 9:05 AM
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• Shawn Smith, Branders Computers
  Smileback is simple, effective and an absolute necessity in any service based business.
  Date: 6/22/2018 9:05 AM
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• Duncan Strand, Somerbys IT
  We've been using Smileback for many months now, replacing the ConnectWise Surveys. 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.
  Date: 6/22/2018 9:04 AM
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• Kyle Recanati, Avitus Group
  Smile back is Great! We get good feed back from our customers and are able to address potential issues and improve service delivery. Reports look nice and are great to present to clients at business reviews.
  Date: 6/22/2018 9:04 AM
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• Moe Diab, InhouseCIO
  Smile Back is easy to use friendly and to the point. Getting feed back could not been easier. Thanks!
  Date: 6/14/2018 12:14 PM
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• Morganne Stinsman, True|IT
  As a marketing person, I find that we have pretty great response rates with SmileBack due to its ease of use. There is also an awesome checkbox feature that asks reviewers if they'll allow us to share their comments on marketing materials. This is SO GREAT!
  Date: 6/12/2018 3:15 PM
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• James Delfino, Platform 24
  Only using the tool for a short amount of time we were impressed with the response rate from day 1. The ease of setup and instant benefits means this product is one I can definitely recommend. Separate to the customer response our technicians also love it with the dashboard on display.
  Date: 6/6/2018 6:54 PM
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• Oscar Wilkinson, 25sevenIT
  SmileBack replaced another popular CSAT tool we used, that integrated into CW/Brightgauge. Much better, simpler interface, and they send great suggestions via email to improve feedback, that have worked wonders! Highly recommended!
  Date: 6/6/2018 6:28 AM
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• JC Carr, Portsmouth Computer Group
  Smileback has been instrumental in gathering more feedback from customers on the service that we render to them, especially the positives. Previously, we usually only heard customer feedback when it was negative (rarely does someone call just to say "Hey, great service!", but will definitely call if something bothers them). 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.
  Date: 5/2/2018 8:19 AM
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• Andy Lin, Nauticon Information Systems
  SmileBack is the perfect feedback mechanism to capture client satisfaction. It's simple and even "fun" to use and they have been expanding their reporting features. It has improved our client retention, satisfaction, and has given us overall insight into service delivery.
  Date: 4/18/2018 1:38 PM
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• Jay Rasiah, On Line Computing
  We are using CSAT for more than 3 years and excellent way to get feedback from clients and gives you the tool to motivate staff to increase their performance & service delivery. Staff get motivated from seeing great feedback from clients and learn to correct the service le from negative feedback. This one is a very user friendly with one click and we've had a very high reaction rate.
  Date: 3/21/2018 6:22 PM
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• Joey Changar, Solutions IT
  We orginally decided to try the SmileBack tool for the purpose of quality control and making sure our tickets were being processed properly. Very quickly realized that this tool takes the relationship with each one of our clients to the next level. It gives them an open floor to express their experience and recommendations. Our response rate is 63% and something we are very proud of. Our clients love this fun way of communication!
  Date: 3/21/2018 1:50 PM
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• Rachel Westbrook, Rachel Westbrook, Atech Support
  Great CSAT tool. We have tried others in the past but decided this year to give Smileback a go and very glad that we did. The support team are quick to respond to any queries and are really helpful in getting your issue resolved. Simple to use and setup. Would definitely recommend it.
  Date: 3/12/2018 5:16 AM
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• Tom Hughes, Carolinas IT
  This CSAT tool simplified our survey process and made it so easy to receive client feedback. We are receiving about 2-3x the responses and the reporting abilities are fantastic. Thank you!
  Date: 3/5/2018 9:07 AM
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• Matt Sullivan, Method IT
  Super easy to setup. Results started come back really quickly and very helpful insight to the health of your customer base. Highly recommended
  Date: 3/3/2018 2:30 PM
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• Daljit Paul, Riverlite
  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. Loved by our technician and has created a competitive spirit within the team as well as promoting a customer service culture. The built in reports are simple to use and generates customer facing reports in seconds. Simple to set up and use, highly recommended.
  Date: 3/1/2018 4:57 PM
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• Will Press, SWK Technologies
  We implemented SmileBack a couple of months ago and the results have been really amazing. In the MSP world, we often only hear negative feedback when giant issues occur. To be able to get daily positive feedback (in addition to more details on those seldom negative reviews) has been a real morale booster. This is super effective compared to the less integrated method we were using before. 10/10 recommended!
  Date: 3/1/2018 12:03 PM
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• Jenny House, TJ Microsystems - Aust.
  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. Staff get motivated from seeing great feedback from clients and learn valuable lessons from negative feedback. 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.
  Date: 2/27/2018 4:58 PM
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• Alex Farling, Delaware Micro-Computer
  A feedback tool that your clients actually enjoy using... How can you beat that? 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!
  Date: 2/16/2018 4:34 PM
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• David Howard, Keystone
  We love SmileBack - it gives great results and the techs appreciate the comments. The users also appreciate that we ask them how it was in such a simple format.
  Date: 2/15/2018 9:58 AM
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• Lachie Dixon, Evolve IT Australia
  SmileBack is a brilliant CSAT tool that is very easy to use and implement. Our clients love it, and I would recommend it.
  Date: 2/7/2018 4:25 PM
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• Christi Archer, DPC Technology
  We love Smileback. It has allowed us to get constructive feedback from our clients and use that to provide better service. When we started using the product we didn't realize how much more feedback we would get. Our clients love how easy it is to let us know how we are doing and that it has improved our service delivery. I highly recommend this product.
  Date: 2/6/2018 1:22 PM
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• Scott Clark, The Purple Guys
  We have been overwhelmingly happy with SmileBack. 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. The number of surveys returned today is ten-fold what it was prior to us using SmileBack, and we couldn't be happier. Great tool. Great partner.
  Date: 1/31/2018 10:34 AM
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• Tom Snyder, Xantrion, Inc
  Since implementing SmileBack (back when they were Nex.to), we have been leaning heavily on it. We let the positives wash over us, and are immediately able to jump up and respond to all neutral or negatives. Having this IMMEDIATE feedback loop in place has allowed us to demonstrate value to all of our customers. Moving the response time to the instant a ticket closes cannot be overstated. Smileback support has been responsive to any help we need. 10/10
  Date: 1/25/2018 12:56 PM
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• Mohala Johnson, AGJ Systems & Networks
  SmileBack is wonderful. Easy to set up , easy for clients to use. We have a few rules to sort responses and let the techs know how they are doing, which they love. Its a great way to gauge where we are with clients as well as have a little in-house competition.
  Date: 1/24/2018 12:40 PM
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• Erick Anderson, Purple Guys
  Super simple tool yet so powerful. Every department uses this.
  Date: 1/19/2018 2:57 PM
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• Jared Brantley, Medicus IT, LLC
  This tool is wonderful. We get more client feedback with more verbal comments than ever received through CW surveys. 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.
  Date: 12/19/2017 1:32 PM
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• Moe Diab, InhouseCIO
  Awesome feature. Direct to the point. Thanks SmileBack
  Date: 12/15/2017 12:16 PM
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• Tom Freer, Wyntec
  We were looking for a way to quickly gather feedback from clients and get an understanding of how they were feeling about our support and services. Smileback was a simple integration that provides great insight to us, gives our clients and easy and quick way to provide feedback. we use it extensively in our internal KPI's now and have had a significant increase in response rates from clients.
  Date: 10/27/2017 8:17 PM
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• Peter Machell, Health IT
  It's really important to know what your customers think of how you are serving them. You don't really know until you ask them. This tool makes that quick and easy. Highly recommended.
  Date: 10/11/2017 6:45 PM
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• Nick Butler, Hotline IT Pty Ltd.
  Great product
  Date: 10/11/2017 5:26 PM
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• Ben Love, Grassroots IT
  A super simple yet powerful tool. We never had much success with the built-in CW surveys, but still needed something to provide this particular level of client feedback to the team (in addition to our other activities such as NPS, long form surveys, etc). 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. This tool is now an integral part of our business that we couldn't do without.
  Date: 10/5/2017 6:49 PM
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• Khaled Farhang, eGuard Tech Services
  Great product. We increased our survey results from a single digit reply rate to over 50% of our clients now respond to our survey. And, getting a lot more comments from our clients too, which is great feedback to our team HIGHLY recommend it.
  Date: 10/3/2017 4:50 PM
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• Marc Adler, IT Solutions Consulting
  This is a simple and elegant solution to the challenge of getting a bead on customer sentiment without inundating those same busy people with multiple questions for every single closed ticket. Really nice product!
  Date: 9/28/2017 2:42 PM
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• Matthew James, LanXpert
  We have benefited greatly from the simplicity and increased client uptake provided by implementing Smileback. Clients and engineers find it easy to use, management is straightforward, and support is professional.
  Date: 9/15/2017 6:29 PM
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• Amy Jahraus, Marco, Inc.
  At Marco, we track everything! We survey for all our lines of business, internal & external customers. For our IT service division, SmileBack has made this process SO simple. Support is very responsive The tool is easy to setup, easy to manage, simple to use, yet so powerful! It's colorful - visual, which gets our customer's attention We've built a process around neutral and negative responses, share the data with leadership & our customers, and use it to drive positive performance!
  Date: 9/14/2017 3:20 PM
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• Dan Saxby, FSN Inc.
  CSAT is our go-to tool for clients and team members. We're huge fans of it! In fact, each morning we start our team huddle reading each reaction for everyone to see. Great way to build team spirit.
  Date: 9/13/2017 4:44 PM
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• Malcolm Diack, Netstar UK Ltd
  We use this tool extensively throughout our business to ensure we really know how our clients feel about our service. It gives us some of the most important KPI data we work with. Response rates are very high so we can rely on the data. Set up is simple and the SmileBack team are super easy to do business with.
  Date: 9/8/2017 4:58 AM
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• Gary Benezra, ITWeapons
  Our CSAT response rate went from 4% to 42% and setup was quick & easy. Reporting is also an amazing feature.
  Date: 9/7/2017 4:44 PM
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• Mike Finnegan, Network Technology Services Inc.
  SmileBack provides valuable data for client meetings as expected. What we didn't expect was the positive impact it would have on our team! It's very easy for clients to provide feedback and it's collected in a presentable dashboard format. The team loves the affirmation.. Customer comments are often heartfelt, encouraging, and sometimes hilarious. It serves as a good reminder that our service is something to be proud of and that our clients truly appreciate everything we do for them.
  Date: 9/6/2017 5:00 PM
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• Kristen Ciarochi, Imagine IT, Inc.
  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. It has come in handy at quarterly meetings to show clients how their end users have rated our service. Setup was simple and reporting/searching is very straightforward. We love the Peer Leaderboard -- being able to see how we are doing compared to fellow HTG23 companies. We are looking forward to seeing how this tool develops!
  Date: 9/6/2017 4:53 PM
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• Jim Stewart, Morefield Communications
  We have been very happy with SmileBack. In 2016 we had a response rate of 34%. Prior to using SmileBack we were lucky to get a 5% response rate. Our Operations people like the instant notification they get on a neutral or negative response so they can follow up with the customer immediately. The SmileBack Portal is very intuitive and easy to use. Management likes the BrightGauge integration which allows our CSAT to be part of their interactive KPI reporting. This is a great product!
  Date: 8/31/2017 1:11 PM
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• Liam Saunders, Intuit Technologies
  After implementing SmileBack our survey response rates increased by 10 - 15x. It's easy to manage, easy for our clients to use, and gets our technical teams invested in the feedback process.
  Date: 8/24/2017 6:50 PM
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• Luis Alvarez, Luis Alvarez, Alvarez Technology Group, Inc.
  We switched to SmileBack from the internal CW surveys almost two years ago and it's been awesome. We started with a dismal score in the 70's but we challenged our team to improve and within months we got to a level of 94%, above the benchmark, and we've stayed there. That only happened because the system gives you quick and effective feedback from your clients. 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.
  Date: 8/9/2017 6:13 PM
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• Josh Oakes, New England Network Solutions, Inc.
  Before SmileBack, we used the built in ConnectWise ticket surveys. We set up the typical closed status email which included a survey link. Our response rate was VERY low doing it this way, and we weren't learning anything from our client base. We implemented SmileBack and built some simple workflow so that an email is sent from an account manager after the ticket is closed. We've consistently seen 70%+ response rates since implementing, and we feel much more in touch with clients.
  Date: 8/7/2017 5:07 PM
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• Scott Koopman, elevate network management llc
  SmileBack works well for us. Six months and 1300 responses in, we hover around 65% response rate and the interface is very intuitive. SmileBack is easy to implement and easier to use.
  Date: 8/7/2017 1:09 PM
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• Kenny Keller, EMSCO Solutions
  We have been using SB for almost a year now. It has brought great visibility to how well our techs are doing. At the same time it has also helped us eliminate and train to end customer frustration. From our testing of the other products its also less clicks for the customer. They can click one smiley and go on or leave a note if they wish. We have it setup to text managers if we get a negative or neutral response.
  Date: 8/3/2017 12:33 PM
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• Rob Downs, Managed IT Solutions
  Just like most everyone else, we had the automatic survey built into ConnectWise running. 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. We never had feedback better than 10%. We switched to SmileBack (formally Nex.to) and saw an instant uptick in responses the next month. I use the info when we have client meetings and review them with the staff weekly. Wicked easy to use.
  Date: 8/2/2017 3:45 PM
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• Linda Williams, ProviDyn, Inc.
  we love Smile Back!
  Date: 8/2/2017 3:42 PM
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• TJ Benoit, Tab Computer Systems Inc
  Using SmileBack has increased our overall response rate from 10-11% to over 60%. It was super easy to integrate and the data is invaluable in measuring our various customer service metrics. Highly recommend it! -tj
  Date: 7/31/2017 9:22 AM
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• Neil Denning, Support Tree
  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% Currently response rate is 60.5% which we are aiming to increase further The smileback team are a pleasure to work with and always looking to innovate whilst closely listening to partners Smileback is simple, it works and is cost effective What else do you need?
  Date: 7/28/2017 9:22 AM
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• Don Baham, Kraft Technology Group, LLC
  So many benefits to having an integrated CSAT tool. SmileBack is simple and effective to gather immediate client feedback. Valuable piece of our business I would not want to live without. Only knock against SB is the need to utilize DropBox to make the integration with CW function. Remove DropBox and my rating will bump to 5 stars.
  Date: 7/26/2017 11:54 AM
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• Michael LaFond, Lanspeed
  SmileBack offers simple integration and a customer friendly experience. Clients very easily indicate their experience by selecting the emoticon of their choice and they can provide feedback if they'd like. It is by far the best service we have reviewed for customer feedback on service tickets. It is an essential component of our service delivery.
  Date: 7/26/2017 11:48 AM
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• Gareth Johns, Business Computer Solutions Ltd.
  We used ConnectWise Surveys from 2009 and switched to SmileBack in 2015. Response volume is consistent and customer satisfaction is up 5 points from 93 to 98. We tag every negative and neutral response with the root cause. Over 50% of our poor feedback is caused by communication issues that were avoidable. Conversations with the engineering team that drive behavioural changes are easier when we present them with empirical data. SmileBack has become part of the language. Highly recommended!
  Date: 7/25/2017 6:29 PM
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• Christopher Schalleur, Christo IT Services
  We were looking for a conisstent easy way for our clients to give us feedback. Smileback is an easy to setup tool that allows our clients to give that feedback with as little as one click! It was very easy to setup - our clients love it - and we are using the data in our QBR's with the clients to start conversations around service improvement. Great product!!!!!
  Date: 7/21/2017 3:03 PM
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• Spencer Myers, Keentech Solutions Inc.
  We were shocked to get response rates over 40%. It provides valuable information for us, and is super easy to implement and just as easy to get usable data from it. If you're not using CSAT, you're falling behind! Smileback has a survey too - give it a go!
  Date: 7/19/2017 6:48 PM
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• Paul MacNeill, Virage IT
  We've seen a significant improvement in customer satisfaction from this one tool alone. Understanding what your clients are thinking in a one click response is invaluable. We went from a 2% response rate to over 45% response rate and a net CSAT of 95.1. This tool works and customer use it. End of story. If there was a buy now link, you should click it.
  Date: 12/15/2016 11:42 PM
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• Dave Mulvey, Advanced Network Products Inc. David S. Mulvey
  SmileBack (formerly Nex.to) is a great cloud application that increases client satisfaction feedback. Here at ANP, we thrive on a company culture of going above and beyond (we actually have ConnectWise statuses called "Above & Beyond") and SmileBack is providing us with more timely feedback that we share with our engineers. The application was easy to integrate into our instance of ConnectWise and most importantly the SmileBack support team has been great: Highly Recommended.
  Date: 11/14/2016 1:05 PM
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• Martina Haskins, Mobius Works
  What an amazing product and company! We get fast results upon which we can make decisions and our partners get a great and seamless experience. We would highly recommend CSAT and Nex.to! Kudos!
  Date: 5/4/2016 3:34 PM
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• Jon Schram, The Purple Guys
  Rock solid tool! Crazy easy implementation! Went from approx 2% response rate (during a good week) to well over 25%. #1 benefit is knowing how GOOD of a job we are doing. Positive reinforcement for our Help Desk staff is outstanding!
  Date: 5/4/2016 3:15 PM
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• Thomas Denning, Portland Internetworks
  This has been the only tool for gathering CSATs that has worked for us, and we are very pleased with it! The folks from Nex.To made the setup process extremely easy, and helped us with BrightGauge integration as well. Our response rate is in line with the expectations set by Nex.To, and we highly recommend it.
  Date: 3/11/2016 5:02 PM
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• Sean Tindall, Bulletproof InfoTech Inc.
  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%). 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. And it's fun too. Definitely worthwhile addition. Also, the reporting and dashboarding aspects of the product are very informative and flexible.
  Date: 3/11/2016 10:28 AM
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• Eric Woodard, Pro-tek Systems
  Great product because it is simple and straight forward. We bonus our techs based on the feedback we get from our clients. We get over 60% response rate which makes this tool the best feedback tool that we have used.
  Date: 3/11/2016 10:16 AM
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• Josh Kotler, Western Digitech, Inc.
  I can't say enough about Nex.to CSAT! Easy to implement, and the simplicity means create client participation rates. We are getting actionable data in real time, and by following up promptly we are improving our service.
  Date: 3/11/2016 10:07 AM
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• Lucy Ross, OmniCom Solutions
  We've previously used feedback tools and they haven't returned valuable results at all - even with incentives. Before using the CSAT tool we were averaging less than one response a month and now our response rate is above average at 53%. The setup is extremely easy and user interface clear and concise. The notification system is especially useful as it allows us to follow up immediately when customers aren't satisfied. Very highly recommend for those struggling to get customer feedback.
  Date: 3/11/2016 6:08 AM
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• George Bardissi, Bardissi Enterprises
  Yes,Yes, and Yes....it works ...I am a believer now that I have seen it in action!
  Date: 12/11/2015 1:38 AM
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• Linda Williams, ProviDyn, Inc.
  We couldn't be happier! our survey responses have more than doubled. I wish we had this years ago!
  Date: 11/19/2015 12:31 PM
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• Simon Moore, Select Technology Systems
  Great product, easy to setup and so far we have a truly impressive response rate - it is true that less is more!
  Date: 11/3/2015 12:54 PM
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• Derek Sutherland, NetworkROI LTD
  Excellent little single click and response survey, excellent integration with ConnectWise great service from Nex.To Highly recommended!!
  Date: 10/23/2015 7:59 PM
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• Chris Zysnarski, Motor City Technology
  CSAT survey tool is real easy to implement and use. Our clients are completing the surveys 100% of the time.
  Date: 10/15/2015 11:42 AM
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• Garry Feldman, U.S. Computer Connection, LLC
  NEX.TO did it again with CSAT. It's an easy to use interface and customers don't mind clicking on the smiley faces instead of completing a survey. Well done!
  Date: 10/14/2015 10:35 AM
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• Dan Saxby, FSN Inc.
  We heard of CSAT from HTG peers and gave it a shot. We really like it. Easy for the clients and easy for me to integrate into our BrightGauge reports. Great tool!
  Date: 9/29/2015 10:10 AM
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• Kim Singer, Kogo LTD.
  Following ConnectWise UK Partner Conference, we started a 2 week trial of CSAT, up and running within 15mins. Results (appeared immediately) where displayed on our office wall dashboard. A long line of green faces soon raised the moral of the technical team. 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. Thank you Nex.To for providing such a simple yet effective product.
  Date: 9/24/2015 7:14 AM
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• Terry Windsor, Anglia IT Solutions LTD
  We had tried Surveys using various tools including the ConnectWise Survey tool and found the results disappointing, poor response rates and customer frustration when being asked to complete surveys after every ticket. 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. Very intuitive and easy for customers to use. It is already encouraging competition to be the best between our engineers
  Date: 9/23/2015 5:04 AM
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• TJ Benoit, TAB Computer Systems Inc
  Prior to implementing CSAT, we were receiving approximately 95 surveys a month. In the first week of full use, we received 80 responses - it's that dramatic! If you are looking for a great survey tool that simply just "snaps in" to Connectwise and gets almost instant results - look no further!
  Date: 9/16/2015 1:07 PM
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• Dwayne Adams, Integrity IT
  We've used the CSAT tool for a few weeks and have received more feedback than any other related solution. Working with Leo to get everything setup was a breeze and their support so far has been very responsive. Thanks Nex.to!
  Date: 9/14/2015 2:37 PM
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• Francis Luongo, Core Group
  We have been using the CSAT since June of this year. The CSAT has been instrumental in identifying in real time potential problem areas allowing us to respond immediately to client concerns. This has improved our understanding of perception from a client facing perspective allowing us to adapt our methodologies and communication internally and externally.
  Date: 9/11/2015 5:45 PM
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• Nathan Charles, Netitude Ltd
  We looked at this tool following a ConnectWise User Group meeting in the UK. Everyone said how easy it was to setup and how response rates improved as soon as they installed it. We hear this a lot about products but thought this was worth a trial. The setup took less than 2 minutes. The surveys were easy to add. The response rate has been amazing. Without telling customers they instantly started using this very easy to use system. This is a must have tool for anyone using ConnectWise!
  Date: 9/11/2015 6:44 AM
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• Jason Hahn, Computer Solutions Texas
  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. We had always asked if your clients end users were satisfied with the service we provided, and now we know. We have a 96% response rate to survey requests. In addition, it has generated a conversation among techs and engineers about the level of service we are providing and how to improve.
  Date: 9/3/2015 4:38 PM
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• Todd McQuilkin, Air-IT
  What a great little tool - using the CW surveys we had a 10% return now using CSAT we are achieving a 50% return - no bull - a 50% return! We highly recommend CSAT
  Date: 7/30/2015 2:26 PM
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• Thomas Fox, Technology Experts, Inc.
  We've been using the Nex.To CSAT product since they were in beta, and could not be happier with it! It definitely fills in the gaps in the built-in CW survey system. 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.
  Date: 7/28/2015 4:18 PM
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• Rob Bonner, Core Group
  CSAT is easy to set up and easy to use. 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. The feedback is valuable and key for improving overall service and client satisfaction.
  Date: 7/23/2015 11:53 AM
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• Josh Turner, Air-IT
  After publishing Nex.To in our closed ticket surveys, we instantly noticed a huge jump in our response rates. We went from a group achieving around 7/8% response rate right up to 50% in a matter of days and has been consistent ever since. We have excellent reviews and excellent feedback from clients who say they love the simple aspect of the surveys. Setup and installation was so simple, it took minutes. 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.
  Date: 7/23/2015 11:04 AM
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• Sean Francis, Technology Assurance Group, Inc.
  We have been using the CSAT tool for almost 3 months. It took me about 15 minutes to setup and integrate with ConnectWise. Our current response rate is over 61% which is awesome! 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. This has been a big part of continuing to communicate better with our clients to ensure we are taking care of them. Thanks for making the CSAT tool so easy!
  Date: 7/23/2015 10:11 AM
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• Alan Sielbeck, Safe Network Solutions
  We've been using Nex.To for a couple of months now. We had similar issues to the other comments here - the response rate for the internal CW survey was very low. After moving to Nex.To, our response rate hovers around 50%, and the technicians are giddy with excitement for green smiles. The implementation was very easy, and the clients really responded well for us. We have metrics boards in the office, and we've setup a couple of the boards to show the Nex.To dashboard. The technicians see the contact / client, ticket number, summary, and their CW username with each response. Ultimately, the key to building a great company is through consistently delivering quality solutions for our clients. Nex.To helps keep our technicians engaged in the expectations, attitude, and follow-up that great service requires.
  Date: 7/23/2015 9:06 AM
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• Paul Byrne, On Line Computing-uk
  In short, CSAT is an amazing product with a good team behind it. Well done Nex.to for making client feedback real and meaningful.
  Date: 7/22/2015 10:28 AM
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• Brian Olson, Navakai, Inc.
  Very easy to implement and manage. Very high response rates since we set it up. Clients love it. I highly recommend it.
  Date: 7/20/2015 1:43 PM
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• Daniel Edwards, PACT-ONE Solutions
  We signed up for this product early on and love it. The process is so simple for our client to provide feedback and the integration with CW makes it even better.
  Date: 6/29/2015 10:49 AM
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• Harry Edwards, Focus IT Managed Services
  Wow. This is a revelation! A must have for any MSP serious about giving a good service. We went from about 2 responses a year to 8 responses on the first day. 50% response rate so far! I was sceptical at first but this has really impacted the information we get back from our clients.
  Date: 6/25/2015 10:02 AM
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• Matthew Sipe, Cal Net Technology Group
  Very streamlined tool that was incredibly easy to setup. The web interface is simple and with the addition of filters is very functional. Support has been quick to respond and helpful. Highly recommend if you are looking for a no hassle survey tool.
  Date: 3/9/2015 1:00 PM
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• Rex Frank, Sea-Level Operations, LLC
  After suffering with dismal response rates, we finally discovered the Nex.to CSAT tool. At Sea-Level Operations, we coach operations for over 100 MSPs. Every MSP we coach that has implemented the CSAT tool has seen DRAMATIC increases in response rates. 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've also discovered an unexpected side effect that the engineering teams get an emotional boost when we review the reports at engineer meetings. Bravo Nex.to! Well Done.
  Date: 2/27/2015 5:54 PM
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• Nathan Dufault, Arterian
  This CSAT tool came out right when I was looking for something to replace the built-in CW survey tool. We had given up on having an automated survey after we couldn't even maintain a decent response rate by bribing clients with prizes. After setting up this tool, our response rate is near 40%, even after clients have been exposed to it for several months. Results are immediately recorded after the client clicks the image, even if they leave no further comment. The extra few clicks was apparently the roadblock keeping our clients from sharing their satisfaction with us. 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. My only wish is that ConnectWise would open up its Survey API so results could be stored there instead of internal notes.
  Date: 2/11/2015 4:58 PM
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