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Product Overview

SmileBack is the customer satisfaction platform that helps your business to grow by retaining loyal customers. Actively listening to your customers and integrating their feedback into every corner of your business gives you the competitive advantage which leads to effective growth. Because the customer experience trumps any product/service.

SmileBack makes it easy for you to build your business with your customers squarely in mind. By collecting and acting on meaningful feedback, you’re able to turn customers into loyal followers who boost your sales. Use the platform to: - Gain deep insight into the way your customers experience your products and services. - Gather insights on what your business could improve through an additional comment section - Offer meaningful interactions at each stage of your customers’ journey - Track and measure customer satisfaction over time - Collect meaningful data and act upon it - Leverage personalization and create value-based prices

We were the first to offer a simple, one-click survey in which customers click on one of three emojis. This quick and easy system engages the people who matter most, encouraging them to provide feedback about your service. As a result, companies using SmileBack average a 40% response rate. Customers see the single-click survey right after the ticket is closed. A optional follow-up question gives them the opportunity to leave additional feedback. Their responses are instantly recorded and consolidated with the ticket details in ConnectWise Manage, and then centralized in SmileBack.

More features: - Thanks to automatic alerts, you are notified instantly when you get a negative reaction so that you can resolve the situation quickly. - Your competitors say they provide great service but you can prove it by displaying your ratings on your website and social media channels. - Use SmileBack to gain insight into how your team is performing. - We are cloud-based so there’s nothing to host or manage. The setups simple and quick, it only takes 15 minutes to get started. - Deep integration—SmileBack integrates seamlessly with ConnectWise Manage and uses its APIs.


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SmileBack's ConnectWise Manage Integration is certified via the ConnectWise Invent Program.
If you need assistance with integration implementation, please send a note to .  The ConnectWise Manage support team will work with the SmileBack team to resolve any issues.

User Reviews

  • 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, 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 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 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! 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 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 works ...I am a believer now that I have seen it in action!
    Date: 12/11/2015 1:38 AM
    Was this review helpful? Yes No (1/0)
  • 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!
    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 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 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
    Was this review helpful? Yes No (1/0)
  • Rex Frank, Sea-Level Operations, LLC
    After suffering with dismal response rates, we finally discovered the 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! 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 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
    Was this review helpful? Yes No (1/0)

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