We’re excited to share our recent integration improvements with SmileBack, the customer experience platform for ConnectWise partners that collects feedback in just one click!
Our SmileBack integration gives you the ability to seamlessly track your CSAT feedback along with data from ConnectWise, QuickBooks, your RMM and tons of other sources for a single view of all the metrics that help run your business. No more logging in and out, toggling windows or juggling multiple platforms. With BrightGauge + SmileBack combined, your customer satisfaction responses can be added directly to your dashboards and reports.
What’s Changed With the New Integration?
1) More Opportunities for Default Gauges
In the past, our SmileBack integration did not have a direct connection - we used Dropbox to get data from your SmileBack platform into your BrightGauge. Since changing to a direct integration, we now have the ability to update datasets, gauges, and dashboards any time SmileBack releases feature updates. This also means that we can release new defaults when we get good inspiration from other BrightGauge users (hint, hint)!
2) More Data
The datasets now bring in all surveys sent in the last 365 days. This means is that you’re not only getting the surveys responded to, but it’s also easier to calculate response rate without relying on data from ConnectWise.
3) More Stability
By having a direct connection to SmileBack, we no longer need to rely on Dropbox as the middleman. This means that if for some reason there is a failure, there’s one less point to investigate, and you also don’t need to worry about “which user created the SmileBack sync?”
Why Every Business Should be Tracking Customer Satisfaction
There’s a lot more than just the awesome integration updates that are so exciting! We’ve talked before about the benefits of tracking CSAT, and how it can open up a whole new world of metrics that can help take your business to the next level:
Boosting Customer Happiness Reduces Churn
By leveraging feedback to help delight customers, you’re earning their loyalty and keeping their business. It’s a fact: happy customers aren’t out searching for a new service provider… which is key for any MSP!
Identify the Best Customers for Your Business
If you’re constantly tracking customer responses, you’ll quickly learn which customers are the easiest to keep happy, while at the same time you’ll notice which customers require more time and effort to appease. And while it’s easy to assume that any paying customer is a good customer, doesn’t it make more sense to pick customers that need less of the ‘extra’ attention?
Highlight Topics for Team Training
While customer feedback can often be perceived as negative, it’s important to turn the situation into a positive and look at each comment as an opportunity for continuing education.
Increase Positive Word-of-Mouth Marketing
Immediate customer feedback means that you can address problems faster, therefore giving you the best chance at turning an adverse reaction into a positive. And positive experiences are the foundation to help turn your customers into promoters for your MSP!
See what our SmileBack customers are saying:
Want to learn more about CSAT for Service Providers? Hear SmileBack’s Founder, Brad Benner, on The BrightGauge Podcast!
Editor's note: This post was originally published in December 2015 when we first announced our SmileBack integration; it has been updated for accuracy and comprehensiveness.
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