We have launched a new automation action for all partners using SmileBack with CW PSA: "send follow-up email to contact". As the name suggests this will automatically send an email to the person who just reviewed you, and it's available for CSAT, NPS and Project Surveys.

Both the launch conditions and email are customizable, meaning you can set up different rules for different situations. For example, asking happy customers for a referral, or reassuring unhappy customers that they will act on their complaint.

This will help you consistently and efficiently act on reviews in ways that will help them strengthen relationships with their clients.

It is documented in the Automation for ConnectWise PSA article.

We have completely overhauled our dashboard to bring together CSAT, NPS and Project Surveys data in one place. Now you can get information of you whole Client Experience at a glance.

Other improvements include:

You can now compare your CSAT and NPS performance against over 1,500 MSP partners.

Use this data to:

All end user-facing text in the Project Surveys are now available in Canadian French.

All three of our survey types (CSAT, NPS and Project Surveys) are now available in Polish for all end-user facing text.

Project Surveys for ConnectWise PSA make it easy to track customer sentiment across all project stages.

Now you can add Project Survey metrics to your client reports alongside data from other survey types.

Use the revamped report builder to compile any combination of Project Survey, CSAT and NPS results for the clearest view of customer happiness.

The enhancement makes sharing project results a breeze so you can support internal and client conversations with real feedback.

Here are a couple of ways you can use Project Survey reports:

Analyze a recent project with a report that only includes Project Survey results. Look for repeatable wins and opportunities to improve future projects.

Inform renewal discussions using data from all survey types. A full picture of customer sentiment lets you address issues head-on to minimize churn.

Click here to learn more and start applying feedback data effectively today.

Project Surveys allow you to measure sentiment across your entire project lifecycle.

Now, you can automate project and service tickets based on response scores and other conditions—such as company name and survey templates.

Let’s say you want to catch issues and respond to negative feedback during complex hardware installations immediately.

By creating a trigger for specific project stages (e.g. testing rollouts), you can automatically raise a ticket for your project managers or service teams to take action right away:

SmileBack's CSAT survey is now available for ScreenConnect, enabling you to collect instant customer feedback on your remote support and access sessions. When your agent disconnects from the session, the CSAT survey will pop open on the user's screen. When they click one of the faces their rating is saved and they enter SmileBack's optional comment page. The results go into SmileBack where they can be viewed, filtered and reported on. Typical SmileBack features including email alerts, website widget and user management are all included.

the ScreenConnect integration requires a new SmileBack account that is not already in use with ConnectWise PSA or another ticketing system.

To get started please see this page for details including our huge launch offer.

You can now configure your SmileBack account to allow users to login with ConnectWise Single Sign-On (SSO). To start, go to the Users Menu in your SmileBack account and enable SSO. If you wish, you can then toggle it on and off for individual users.

As you know, Project Surveys allow you to measure sentiment across projects with multiple stages.

(Think new security rollouts, employee onboarding—that kind of thing.)

However, when you’re dealing with dozens of projects across your MSP operation, keeping track of responses as they happen can be hard to manage.

Especially when you need to respond to critical feedback right away.

Which is why we’ve just launched Project Survey Automations.

Now, you’re able to create surveys alerts based on filters like:

For example, your project managers and their team can be alerted when a client selects a score between one and three so you can fix issues immediately.

Or, get alerted when you receive a review from a new client within their 30 days of onboarding to ensure they’re getting the best service possible.

To get started, simply head to the SmileBack automations page.