Knowledge Base

Using SmileBack

• Automation for ConnectWise Manage
• Automation for Freshdesk
• Automation for Zendesk
• Automation introduction
• Can I require comments on negative or neutral reviews?
• Change survey language

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Understanding the data

• How CSAT Response Rate is calculated
• How Net CSAT Score is calculated
• What is in your Dashboard?

Managing your account

• Adding users to SmileBack
• Changing your company name
• Data & Privacy
• Getting your SmileBack invoices
• How is SmileBack priced?
• How to cancel your subscription

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Using SmileBack with other systems

• Use SmileBack with Slack
• Automatically import reviews data into Excel
• Send follow up emails to reviews with Zapier
• Use SmileBack with MS Teams

Tips & Troubleshooting

• Can I resend a survey, or a follow-up survey?
• Customer says they didn't submit a review
• Does SmileBack offer Single Sign On (SSO)?
• Getting more reviews
• How do I find the source IP address of a review?
• How to submit a great support ticket

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NPS

• SmileBack NPS overview
• What is NPS and how is it calculated?
• Creating your first NPS campaign
• NPS campaigns setup tips
• Updating your ConnectWise Manage API member permissions for NPS
• Importing NPS contacts from ConnectWise Manage

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