2 Step Reviews vs. SmileBack

Overall product works well but is no longer price competitive compared to others. It also is not as feature rich as its competitors any more. It was one of the first to market which was great but has not done much improvements since. Would love to see ability to measure project CSAT and other integrations.

Incentivized

• Charts and graphs that make it easy for us to share our results internally and also externally when meeting with clients and potential clients.
• SmileBack provides a fun set of metrics that our techs can be proud of -- by measuring customer satisfaction and seeing these surveys (especially those with comments) - it really provides them with satisfaction of a job well done!
• SmileBack makes it easy to search and filter by the client or by tech (agent) or date range.

Incentivized

• Honestly, I can't find any room for improvement with SmileBack at this time. For what it is designed to do, it is simple, fast and convenient. Just what we were looking for so our customers can drop us a note and get back to making great beer!

Very easy to use, very easy to setup and it's very easy for customers to use and send in their feedback

Fantastic support--very honest and direct assistance anytime you need it. My only critique would be for them to "eat more of their own dog food." While I'm sure they've reached out in the past, I can't say that I specifically recall many times that they went out of their way to seek my input as their customer. That said, we rarely needed to contact them as the product works great on its own!

Incentivized

Very odd that none of the tools we evaluated are on this list, including some much larger companies. Below are the tools we reviewed with some notes. Ultimately, we recently changed from SmileBack to CustomerThermometer as described below. Crewhu -- They are arguably the biggest name in this space (at least in our industry) and offer a very fully featured platform for customer interaction as well as internal employee interaction. Bizratings -- Also a pretty large name. We did not get to a trial with them. Simplesat -- Very similar to SmileBack in its elegance and simplicity. CustomerThermometer -- This is the vendor we ultimately chose to go to after being with SmileBack for several years. The monthly cost difference for our particular use case made too much sense. While not the most feature-complete tool, there are more options overall in addition to being much cheaper.

Incentivized

• We can view how we are doing through the customer's eyes.
• We can see if we are improving our customer service or if it is something that needs to be worked on.
• We have a metric that we like to keep to, and SmileBack helps us track that.

Incentivized