Overview: CustomerGauge and SmileBack as Customer Feedback Management Category solutions.

CustomerGauge and SmileBack are both strong contenders in the Customer Feedback Management sector, with each offering unique benefits that cater to different business needs. CustomerGauge excels in loyalty and lead qualification, supporting enterprise-level clients across various industries, bolstered by comprehensive support. SmileBack focuses on enhancing customer satisfaction through expansive feedback capabilities, with a pronounced presence in tech-oriented sectors, promoting efficiency and engagement through robust digital media channels.

CustomerGauge and SmileBack: Best Use cases based on the customer satisfaction data

Key Activities Supported

CustomerGauge specializes in feedback collection and net promoter score analysis, alongside capabilities like loyalty and helpdesk management. read more →

SmileBack emphasizes on feedback collection, CSAT measurement, and review management, with added focus on social media engagement. read more →

Business Goals Facilitated

CustomerGauge aids in improving customer satisfaction and acquiring customers, while increasing sales and scaling best practices. read more →

SmileBack primarily focuses on enhancing customer satisfaction and support to acquire new customers and boost digital presence. read more →

Core Features

Key features of CustomerGauge include analytics, integration, and custom reporting, supported by secure data handling. read more →

SmileBack stands out with extensive custom reports, seamless data import/export, and robust integration capabilities. read more →

Vendor Support Preferences

CustomerGauge provides around-the-clock support including chat, email, and phone, meeting varied customer preferences. read more →

SmileBack offers 24/7 support, primarily through email and phone, accommodating user needs with responsive assistance. read more →

User Segments and Industries

CustomerGauge is favored by enterprises across sectors like IT and hospitality, showcasing its versatility and appeal to diverse businesses. read more →

SmileBack is predominantly used by large enterprises in IT, telecommunications, and network security, reflecting its tech-centric focus. read more →

Operational Alignment

CustomerGauge fits into complex enterprise workflows, catering to mid-market and large enterprises with its scalable solutions. read more →

SmileBack integrates well in large-scale operations, primarily in tech industries, offering tailored solutions for efficient feedback management. read more →

Applying your context and needs changes the comparison

Failure Risk Guidance?

Low Medium High

Compliance Risk

medium

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No Data

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Security & Privacy Risk

medium

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medium

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Integration Risk

low

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low

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Migration Risk

medium

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low

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IT and Other Capabilities

Low
Medium
High

Ease of migration

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Data

Data Import

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Data Export

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Support

24/7 Support

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Chat Support

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Email Support

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Phone Support

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Others

Analytics

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Custom Reports

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AI Powered

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Most deployed common Use Cases for CustomerGauge and SmileBack

What Are the key features of CustomerGauge and SmileBack for Collecting Feedback?

Customergauge and Smileback are both customer feedback collection tools. Customergauge primarily focuses on Net Promoter Score (NPS) and provides a comprehensive platform for feedback collection, analysis, and action. Smileback focuses on Customer Satisfaction (CSAT) and offers features for survey management, sentiment analysis, and feedback administration. A limitation of both tools is that they may not be suitable for all businesses.

"...Aegon was an early adopter of the CustomerGauge hierarchy report, which they used to monitor Net Promoter performance across different departments, teams and even down to the individual level...." Peer review by Aegon, Aegon

"...Easy to configure ConnectWise to automatically send out the survey to get customer feedback on service provided. ...." Peer review by Lyle T., Partner, Computer & Network Security

What Are the key features of CustomerGauge and SmileBack for Engaging Conversational Surveys?

Customergauge and Smileback both aim to collect customer feedback and improve customer satisfaction. Customergauge focuses on comprehensive customer experience management with tools like employee engagement surveys and customer journey mapping. Smileback focuses on gathering feedback from service interactions and integrating it with ticketing systems.

"...They have a great team that is passionate about customer engagement and loyalty which makes working with them that much easier...." Peer review by Drew M, Customer Education and Advocacy Specialist, Computer Software

"...Before SmileBack, we were using email replies for follow up with less than 10% feedback...." Peer review by Consultant in Information Technology

How does CustomerGauge and SmileBack address your Helpdesk Management Challenges?

Customergauge and Smileback both help businesses manage customer feedback. Customergauge focuses on providing a cost-effective and efficient solution for managing feedback. Smileback specifically targets helpdesk teams and allows managers to gather feedback on interactions between customers and helpdesk staff.

"...Customergauge is a solid tool to help you manage customer feedback in a cost-effective and efficient manner...." Peer review by Mitchell R, Principal | Director of Client Experience, Financial Services