Connectwise Customer Feedback (formerly SmileBack) Overview

SmileBack® equips Managed Service Providers (MSPs) with specialized tools for gathering and analyzing customer feedback through CSAT and NPS surveys. This platform is tailored for IT professionals, offering a streamlined way to collect actionable insights that drive customer loyalty and retention. SmileBack® integrates seamlessly with Professional Services Automation (PSA) systems, enhancing IT service delivery by providing immediate feedback loops. Unique to SmileBack® is its ability to transform feedback into tangible business actions, fostering customer relationships and generating referrals. MSPs can leverage these insights to refine service offerings, ensuring alignment with client needs and expectations. The platform's robust reporting tools enable detailed analysis, supporting strategic decision-making processes in daily operations.

Use Cases

Customers recommend Collecting Feedback, Engaging Conversational Surveys, Rating And Review Management, as the business use cases that they have been most satisfied with while using Connectwise Customer Feedback (formerly SmileBack).

Other use cases:

  • Helpdesk Management
  • Social Media Analytics
  • Coaching
  • Competitive Intelligence
  • Customise Loyalty Program
  • Lifetime Value Management
  • Engaging On Social Media
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Business Priorities

Improve Customer Satisfaction and Acquire Customers are the most popular business priorities that customers and associates have achieved using Connectwise Customer Feedback (formerly SmileBack).

Other priorities:

  • Improve Digital And Social Presence
  • Build Brand Awareness
  • Improve Brand Engagement
  • Improve Efficiency
  • Increase Sales & Revenue
  • Grow Market Share
See all business priorities See less business priorities

Connectwise Customer Feedback (formerly SmileBack) Use-Cases and Business Priorities: Customer Satisfaction Data

Connectwise Customer Feedback (formerly SmileBack) works with different mediums / channels such as Phone Calls. Chat. and Slack.

Connectwise Customer Feedback (formerly SmileBack)'s features include Embedded Survey Forms, Ticketing, Dashboard, etc. and Connectwise Customer Feedback (formerly SmileBack) support capabilities include 24/7 Support, Email Support, Phone Support, etc. also Connectwise Customer Feedback (formerly SmileBack) analytics capabilities include Analytics, and Custom Reports.

Reviews

"...It is used to get customer feedback on support tickets...." Peer review by Consultant in Information Technology

Peer review evidence (same sources as the product rating summary)

"...Overall this product is very well thought out and works great for gathering feedback from customers...." Peer review by Curtis F, Technology Services Supervisor, Telecommunications
"...By integrating with our ticketing system (ConnectWise) we are able to keep the record of the feedback with the ticket, along with any follow-up work or conversations...." Peer review by David Garwood, Head Of Operations, Riverbank IT Management ☁
"...In this office, Ruth is a legend, with almost 1,000 customer service reviews to her name...." Case Study m3 Networks

Connectwise Customer Feedback (formerly SmileBack), Simplesat, Thematic, Startquestion survey, CustomerGauge, etc., all belong to a category of solutions that help Customer Feedback Management. Each of them excels in different abilities. Therefore, determining the best platform for your business will depend on your specific needs and requirements.

SmileBack® is the leading customer satisfaction platform for MSPs, enabling IT professionals to collect, report, and act on CSAT and NPS feedback. Customer insights are efficiently managed.

Popular Business Setting

for Connectwise Customer Feedback (formerly SmileBack)

Top Industries

  • Information Technology and Services
  • Computer Software
  • Computer & Network Security

Popular in

  • Small Business
  • Mid Market
  • Enterprise

Connectwise Customer Feedback (formerly SmileBack) is popular in Information Technology And Services, Computer Software, and Computer & Network Security and is widely used by Small Business, Mid Market, and Enterprise.

Connectwise Customer Feedback (formerly SmileBack) Customer wins, Customer success stories, Case studies

How does Connectwise Customer Feedback (formerly SmileBack) facilitate Collecting Feedback?

Why is Connectwise Customer Feedback (formerly SmileBack) the best choice for Engaging Conversational Surveys?

What makes Connectwise Customer Feedback (formerly SmileBack) ideal for Rating And Review Management?

How does Connectwise Customer Feedback (formerly SmileBack) address your Helpdesk Management Challenges?

How can Connectwise Customer Feedback (formerly SmileBack) optimize your Social Media Analytics Workflow?

11 buyers and buying teams have used Cuspera to assess how well Connectwise Customer Feedback (formerly SmileBack) solved their Customer Feedback Management needs. Cuspera uses 1239 insights from these buyers along with peer reviews, customer case studies, testimonials, expert blogs and vendor provided installation data to help you assess the fit for your specific Customer Feedback Management needs.

 

Starport Managed Services - IT Services - Medium

The Reactive Support Era Is Over: ConnectWise ...

USA

ConnectWise has launched its new platform, the ConnectWise Platform, which integrates AI into service operations for MSPs. Starport Managed Services, a customer, has adopted ConnectWise AI Agents, re...sulting in significant improvements in service desk efficiency, including a 25% reduction in average ticket time and a 40% decrease in resolution time. This platform shift aims to transition MSPs from reactive support to predictive IT operations.

Read on →
 

Global Technology Distribution Council

ConnectWise Expands EMEA Leadership Presence as MSP Industry Enters the ...

ConnectWise has appointed Johannes Kamleitner to the GTDC's EMEA Vendor Advisory Council, coinciding with the launch of The ConnectWise Platform. This platform integrates PSA, RMM, cybersecurity, and... AI to enhance MSP operations. ConnectWise aims to lead the shift to AI-native services, offering EMEA partners improved automation and productivity. The platform promises significant operational efficiencies and revenue opportunities for MSPs.

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ZLan Partners - Information Technology And Services - Small

Chicago, USA

ConnectWise helped ZLan Partners grow revenue by 30-35% year-over-year. ZLan used ConnectWise Command for remote monitoring and management, and ConnectWise Recover for backup and disaster recovery. T...he platform reduced alert noise, improved backup speed, and cut labor costs. ZLan gained faster disaster recovery and better customer data availability. ConnectWise’s NOC team provided 24/7 support, helping ZLan deliver high-quality service and expand its client base.

Read more →
 

Worldband - Information Technology And Services - Small

Massachusetts, USA

ConnectWise helped Worldband, a Massachusetts-based MSP, overcome security and efficiency challenges. The company unified its operations with ConnectWise, integrating ScreenConnect for secure remote ...access and ConnectWise PSA for cloud-based ticketing. Worldband automated cloud migrations, achieving zero downtime and reducing on-prem customers to less than 10%. Revenue grew by 120% and the team expanded to nearly 20 employees. Security improved with privileged access controls and upcoming SIEM adoption promises even stronger protection.

Read more →
 

Worldband - Information Technology And Services - Small

Massachusetts, USA

ConnectWise RMM helped Worldband cut onboarding time by 80%. The MSP grew from 1,500 to 2,800 endpoints in two years without raising ticket volume. Automation replaced manual installs, saving hours p...er client and improving billing accuracy. Proactive monitoring and remote access let the team resolve issues faster and support clients across multiple states. Standardized environments reduced support calls and boosted client satisfaction.

Read more →
 

Workplace IT Management - Information Technology And Services - Small

Sioux Falls, USA

ConnectWise IT Nation events helped Workplace IT Management overcome challenges in keeping up with IT trends. By attending these events, they accessed educational sessions on cybersecurity, AI, sales..., and service delivery. They learned new strategies and best practices, which improved their operations and business growth. Networking at the events led to valuable partnerships and a stronger sense of community. Workplace IT credits IT Nation for boosting their service delivery and growth.

Read more →

Frequently Asked Questions (FAQ)

What buyers ask before choosing Connectwise Customer Feedback (formerly SmileBack)

What is Connectwise Customer Feedback (formerly SmileBack)?

SmileBack is a simple customer feedback solution that instantly tells everything needed to know about customer satisfaction. Its shared commitment to a simple customer service philosophy leads to exceptional customer satisfaction and long-term growth.

SmileBack helps in gathering immediate, actionable customer feedback, master customer success, increase customer retention and receive more customer feedback. It also helps to capture genuine and actionable insights to help improve customer retention and increase customer satisfaction all through a one-click customer satisfaction survey.

Some of its features include making feedback frictionless, view customer satisfaction problems as they happen, improve customer retention, spot and reward the support agents who are thriving and help the ones who are struggling and more.

What is Connectwise Customer Feedback (formerly SmileBack) used for?

Connectwise Customer Feedback (formerly SmileBack) is a Customer Feedback Management Software mainly used by its customers to Improve Customer Satisfaction and Acquire Customers by Collecting Feedback, Engaging Conversational Surveys and Rating And Review Management .

What are the top features of Connectwise Customer Feedback (formerly SmileBack)?

Embedded survey forms, Ticketing and Dashboard are some of the top features of Connectwise Customer Feedback (formerly SmileBack).

Who uses Connectwise Customer Feedback (formerly SmileBack)?

Connectwise Customer Feedback (formerly SmileBack) is used by Information Technology And Services, Computer Software and Computer & Network Security among other industries.

What are Connectwise Customer Feedback (formerly SmileBack) alternatives?

Simplesat, Thematic, Startquestion Survey and CustomerGauge are popular alternatives for Connectwise Customer Feedback (formerly SmileBack).

Where is Connectwise Customer Feedback (formerly SmileBack) located?

Connectwise Customer Feedback (formerly SmileBack) is headquartered at 4110 George Rd., Suite 200, Tampa, FL 33634, USA.
lightning

Peers used Connectwise Customer Feedback (formerly SmileBack) for Collecting feedback and Engaging conversational surveys

Connectwise Customer Feedback (formerly SmileBack) Competitors

Connectwise Customer Feedback (formerly SmileBack) Features

  • Low
  • Medium
  • High
FEATURE RATINGS AND REVIEWS
Analytics

4.91/5 ★

Read Reviews (42)
Custom Reports

4.26/5 ★

Read Reviews (121)
CAPABILITIES RATINGS AND REVIEWS
Analytics

4.91/5 ★

Read Reviews (42)
Custom Reports

4.26/5 ★

Read Reviews (121)

Software Failure Risk Guidance

?

for Connectwise Customer Feedback (formerly SmileBack)

Overall Risk Meter

Low Medium High

Top Failure Risks for Connectwise Customer Feedback (formerly SmileBack)

ConnectWise, LLC News

Executive

ConnectWise Promotes Mari-Frances Bentvelzen to President, Revenue & Commercial Operations

ConnectWise has promoted Mari-Frances Bentvelzen to the role of President, Revenue & Commercial Operations. This expanded role consolidates global sales, partner success, professional services, and support under her leadership, aiming to enhance partner outcomes by integrating sales, onboarding, and support functions. Bentvelzen's experience spans SaaS, fintech, and enterprise software, with a focus on commercial strategy and customer success.

Read more →
Executive

ConnectWise Names Mari-Frances Bentvelzen President, Revenue & Commercial Operations - The Manila Times

ConnectWise has appointed Mari-Frances Bentvelzen as President, Revenue & Commercial Operations. This role consolidates Global Sales, Partner Success, Professional Services, and Support under her leadership, aiming to enhance partner outcomes across all stages of their lifecycle with ConnectWise.

Read more →
Executive

ConnectWise's Bentvelzen to Lead Revenue, Commercial Ops

ConnectWise has promoted Mari-Frances Bentvelzen to president of Revenue & Commercial Operations. In this expanded role, she will oversee global sales, partner success, professional services, and support, consolidating the partner lifecycle under one leader. This move aims to enhance partner outcomes by aligning sales, onboarding, and support functions.

Read more →
Executive

ConnectWise Consolidates Partner Operations Under New President

Mari-Frances Bentvelzen has been promoted to President, Revenue & Commercial Operations at ConnectWise, effective October 1, 2026. This role consolidates all partner-facing functions to improve accountability and outcomes. Bentvelzen's leadership aims to enhance ConnectWise's market position and partner retention amid a competitive IT services landscape.

Read more →

ConnectWise, LLC Profile

Company Name

ConnectWise, LLC

Company Website

https://www.connectwise.com/

Year Founded

1982

HQ Location

4110 George Rd., Suite 200, Tampa, FL 33634, USA

Employees

501-1000

Social

Facebook Linkedin Twitter

Financials

M&A