New features

Introduce the ability to create ad-hoc surveys that are entirely separate from existing feedback metrics such as NPS, CSAT, or Project Reviews. These surveys would provide flexibility to gather targeted feedback from specific audiences (e.g., POCs or end users) without impacting overall performance scores. Use Case: This feature would allow teams to collect insights on specific areas of service, such as: • Example Survey: "How would you rate the ease of the way you contacted the helpdesk?" • Evaluate performance in particular areas occasionally, helping to identify opportunities for improvement without distorting overall feedback metrics. Benefits: • Tailored Feedback: Focus on specific processes or experiences. • Metric Integrity: Avoid skewing critical KPIs like NPS or CSAT. • Strategic Insights: Enable more agile and focused decision-making based on area-specific user input. This feature would be especially useful for operational refinement and enhancing end-user satisfaction in niche areas that may not typically be captured in broader feedback mechanisms.

I know that a survey should be as concise as possible so the user provides feedback. Would it be possible to increase the limit on the number of questions asked? or maybe you give the people the option to schoose the number of questions they want to use, would this be possible?

Some times after discussion with clients, they occasionally opt to change their feedback (for example from negative > neutral, or neutral > positive, or even just retract it all together, or realise thy just clicked the wrong smiley face). When these changes are made in the SmileBack interface to correct the feedback, this does not sync back to the survey record in ConnectWise Manage which retains the original feedback. You cannot manually update the survey record in manage either so when we report form the data in ConnectWise, it's not always accurate. I believe that when a record is updated / deleted from SmileBack a "delta sync" for that one record should be ran against ConnectWise manage to update the data stored within Manage so it is accurate.

I know that a survey should be as concise as possible so the user provides feedback. Would it be possible to increase the limit on the number of questions asked?

We would like to be able to utilize sending a webhook to our RPA with a JSON payload to action on new survey responses. This would allow us to customize the automation we are able to put in place for reviewing responses, posting kudos, etc.

Give unhappy customers the option to request a call back to help you quickly resolve issues.

Make reviews available publicly so SmileBack can be used as a Reviews From The Web source in Google search and business results

Let users know if the API connection fails for any reason so they can restore it and reload any blank reviews.

Explore the potential for integrating with Sell, if you have any suggestions of what would be most useful in such an integration (e.g. when would you use it, what parts of Sell should it work with, etc) please add them in the comments.

Enable partners to deploy CSAT surveys in Chat sessions.