How automation reduces friction and boosts client satisfaction

by Eben Marks
5 min read

Setting up automation makes it easier to monitor feedback in SmileBack in real-time, run efficient processes, and stay organized.

Turn on automation immediately so you can monitor client sentiment and team performance without needing to switch between platforms. Then, audit them yearly to check for relevance and fill any optimization gaps.

Here’s how to make the most of SmileBack automation to improve client satisfaction and reduce churn.

Table of contents

  • How to use automation to improve processes
  • Setting up automation 

How to use automation to improve processes

Automation makes it significantly easier to monitor and act on feedback that comes in through the SmileBack platform. This saves time, allows you to keep a pulse on client sentiment, and respond to feedback at speed.

As a result, you’ll run a smoother operation, cultivate a better working environment, and build stronger client relationships.

Here are a few ways you can use SmileBack automation:

  • Monitor and change ticket statuses: If you receive a positive review, you can automatically change the status to “Solved” so you know it doesn’t need further action
  • Escalate tickets: If you receive a negative review with a comment, you can automatically notify the team member in charge of handling the issue (a support manager, account manager, etc.) so they can plan a response
  • Notify managers about negative feedback: If you receive a negative review, you can notify the designated account manager, team lead, or CEO so they’re aware of what’s going on and can lend a hand in resolving it
  • Monitor team performance: If an agent is underperforming and you want to track performance closely, you can send an email to a manager if that agent gets negative feedback on a ticket
  • Monitor client sentiment: Similarly, if a client is noticeably displeased and you want to track their feedback closely, you can send an email to a manager if that client leaves additional negative feedback
  • Attach notes to tickets: When you receive a new review, you can attach an internal note to the ticket with important information that you (or another team member) can refer to later
  • Bring responses directly into your Connectwise PSA or Teams workspaces: In ConnectWise PSA, you can get ratings and comments pushed to the existing “Survey” tab in the original ticket, and in Teams you can automatically pull reviews into the platform in real-time

Let’s look at the Connectwise PSA and Teams automations in a bit more detail.

Automation for ConnectWise PSA 

Setting up automation makes using SmileBack with ConnectWise PSA more efficient. 

If you skip this step, you’ll need to navigate to the SmileBack platform to monitor feedback. Instead, consolidate everything in ConnectWise PSA, so you don’t need to switch between platforms. 

Start by adding the Customer Satisfaction (CSAT) survey into ConnectWise PSA so you can serve it out to customers. This survey is critical because it focuses on individual ticket metrics and asks clients how they feel your team did on a request. 

These answers allow you to track sentiment on a day-to-day basis so you can double down on what’s working and optimize what’s not. 

In doing so, you’ll improve the customer experience and boost team morale (happier customers lead to happier team members).

📌To set this up, follow our step-by-step instructions in our Help Center article on Adding a survey to ConnectWise PSA 

Next, set up an automation to pull in Customer Satisfaction Score (CSAT) survey data. The CSAT rating and comment will automatically get pushed to the “Survey” tab in the original ticket in ConnectWise PSA.

Here’s what it looks like:

This makes it easier to keep track of CSAT data because it’s tied directly to the ticket it’s referencing. 

📌To learn more about consolidating these two platforms, read our guide on How to set up SmileBack with ConnectWise PSA and our Help Center article on Automation for ConnectWise PSA

Automation for Microsoft Teams

When you bring real-time feedback into Teams, you significantly improve communication and collaboration with team members and clients alike.

When reviews come directly into the platform you spend all day on, it’s easy to stay on top of them. For example:

  • If reviews are positive, team members can cheer each other on in Teams channels which boosts morale
  • If reviews are negative, it’s easier to react at speed, which boosts client satisfaction

It’s a win-win. Team members can perform their jobs without friction, and clients are pleased with the experience.

At first, pull all feedback into one designated feedback channel. You can create more advanced channels (e.g. one channel for positive feedback and one for negative) later on. 

Here’s what it will look like:

In this example, team members have added emojis to the feedback to note that it’s been actioned. 

This is one of many ways you can leverage the Teams Integration to stay organized and make sure nothing slips through the cracks.

📌To learn more about this integration, read our guide on How to Set Up Your Microsoft Teams Integration to Improve Collaboration and our Help Center article on Using SmileBack with Microsoft Teams

Setting up automation 

In the SmileBack dashboard, click on the menu bar in the top right corner, then choose Automation:

Next, choose to add a CSAT or NPS rule. For demonstration purposes, we’ll pick CSAT.

Here’s what that looks like in the backend:

The automation is a simple WHEN-THEN statement. In this default view, the automation will work like so: WHEN a new review is received THEN send an email.

Here’s the full list of WHEN choices:

And the full list of THEN choices:

Once you know your WHEN-THEN automation, you can fill in the details.

Here’s what it looks like with fields populated:

In this case: 

  • WHEN a new CSAT review is received
  • AND the rating is positive
  • THEN change the ticket’s board/status in ConnectWise PSA
  • TO the service board “Professional Services main”
  • WITH ticket stats “Closed (resolved)”

In plain words when somebody leaves a positive CSAT review, it will automatically resolve the ticket and move it to a designated service board.

Without automation, a person would need to complete these tasks, which takes up valuable time and is prone to human error.

After you set up your automations, you can view, edit, or remove them from your dashboard:

Auditing and optimizing automation

We recommend auditing your automation at least once a year. All you have to do is head to your automations page and review what’s live.

This way, you can check to see if every automation is still relevant and useful. If not, you can edit them to align with updated processes or remove them entirely to keep your backend clean.

For example:

  • If you’ve got automation set up to monitor an underperforming team member that’s since been let go, that automation is now redundant and can be removed
  • If you’ve got automation set up to send an email to the CEO if a company leaves a negative review, but that company has been consistently happy for six months, that may no longer be necessary
  • If you’ve renamed your service boards and automation is pointing at the old name, you’ll want to edit it to reflect the latest semantics

Treat automation like a living document, and you’ll run a tighter ship.

Wrapping up

There’s no downside to setting up automation. If you carve out time to set up SmileBack automation at the start, you’ll reap the benefits forever.

Your team will be happier because monitoring feedback will be a breeze. And your clients will be happier because their feedback will be handled at speed. The same goes for automated reporting to foster rock-solid relationships.

Want to talk to a member of our team about setting up automation?

Book A Call

Image by vectorjuice on Freepik.

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