SmileBack and Customer Thermometer, An In-Depth Comparison 2024

Comparison Summary

SmileBack: 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.

Customer Thermometer: Customer-thermometer offers an email-based customer satisfaction survey app with high response rates. Feedback is collected directly from email inboxes to prevent customer loss.

SmileBack and Customer Thermometer: Customer Satisfaction Data

Most deployed common Use Cases for SmileBack and Customer Thermometer

How does SmileBack and Customer Thermometer facilitate Collecting Feedback?

Smileback and Customer Thermometer both collect customer feedback. Smileback measures customer satisfaction through surveys tied to service tickets and offers sentiment analysis, while Customer Thermometer focuses on Net Promoter Score (NPS) surveys and customer feedback for product improvement. Smileback integrates with various systems like PSA, allowing for easy implementation, while Customer Thermometer offers a ConnectWise integration, enabling IT support companies to measure customer satisfaction. Both tools offer integrations and reporting capabilities, but limitations exist in their specific functionalities, with Customer Thermometer lacking in NPS functionality and Smileback not offering an NPS tool.

"...At Orchestra Software, we utilize SmileBack to gather customer satisfaction data once we've resolved a support ticket via Zendesk...." Peer review by Sarah Bergeron, VP of Delivery, Orchestra Software

"...simply surveys that customers are actually willing to fill out...." Peer review by Administrator

How does SmileBack and Customer Thermometer facilitate Engaging Conversational Surveys?

Smileback and Customer Thermometer both collect customer feedback on service interactions. Smileback integrates with ticketing systems, allowing for feedback to be linked to specific tickets. Customer Thermometer provides traffic-light feedback, making it easier to identify issues and improve customer satisfaction. Smileback utilizes visual surveys, while Customer Thermometer relies on concise feedback, leading to higher response rates.

"...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 G, Head Of Operations, Information Technology and Services

"...You can control cadence and audience as well, so overall a good solution...." Peer review by Josh B, Director of Global Customer Support, Computer Software

How can SmileBack and Customer Thermometer enhance your Helpdesk Management process?

Smileback and Customer Thermometer are both tools used for gathering feedback from customers in helpdesk environments. Smileback uses visual surveys and integrates directly into helpdesk systems. Customer Thermometer offers a broader range of questions and integrates with various platforms, including helpdesk systems, CRM tools, and email solutions. Customer Thermometer boasts a wider client base.

"...Our customers are users of help desks, this includes outsourced help desks such as MSPs but also the broader helpdesk space, where the helpdesk supports a business, rather than is the business...." Peer review from SmileBack

"...Join thousands of customer-obsessed businesses on Customer Thermometer. Service & Helpdesk. ..." Customer Testimonials for Customer Thermometer

How does SmileBack and Customer Thermometer facilitate Rating And Review Management?

Smileback and Customer Thermometer both help businesses gather customer feedback and ratings. Smileback focuses on improving customer service interactions, while Customer Thermometer emphasizes gathering feedback across products and services. Customer Thermometer allows companies to compare their customer satisfaction ratings to competitors. However, both tools have limitations in addressing false responses.

"...3 faces and ability to comment, we have increased our customer satisfaction response rate 1000% since using this product...." Peer review by Executive Sponsor