Friday, 03 December 2021 13:09

ConnectWise acquires Smileback and sees platform integration

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COMPANY NEWS: Software company ConnectWise acquires customer experience solution provider SmileBack, pairing ConnectWise’s IT solution provider software and services platform with a customer feedback system by Smileback designed specifically for MSPs.

Designed to gauge and improve customer experience, SmileBack’s surveying and reporting tools make feedback abundant and actionable, allowing businesses to save time, optimise service and improve the client experience. Businesses can see data, analyse the information, and take meaningful action to improve customer satisfaction, net promoter score and retention.

“With quantitative and qualitative customer insights, our IT solution provider partners can improve the efficiency of their operations, retain more customers, and go to market more effectively,” comments ConnectWise executive vice president Chris Timms.

“The immediate visibility into customers’ perceptions is important for recognising what businesses are doing right and where improvement is needed. The acquisition of SmileBack is a logical and natural evolution of our existing relationship, and we look forward to bringing SmileBack into the ConnectWise Asio Platform to help our partners achieve greater levels of success in their business.”

SmileBack’s customer experience solution helps inform and optimise business operations. After every service transaction, SmileBack puts customers one click away from one of three emojis that will unlock a world of increased customer loyalty, boosted morale, and higher retention.

“ConnectWise is the clear leader in our market, and we are excited about expanding our collaboration,” says SmileBack managing director Andrew Wallace. “Our instant surveying, data analysis and reporting capabilities complement ConnectWise’s already robust platform and will help our shared partners further improve their business operations and increase client retention through better understanding of their customer relationships.”

For nearly 40 years, ConnectWise has been committed to enabling and empowering partners to realize their vision of success.

SmileBack, which already has deep integration with ConnectWise Manage, will continue to be available for purchase as a standalone product. In addition, ConnectWise intends to immediately expand and broaden the integration of SmileBack capabilities into the new ConnectWise Asio platform.


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