How to set up SmileBack with ConnectWise PSA

by SmileBack
6 min read

SmileBack is a feedback platform powered by ConnectWise PSA that makes it easy to monitor client sentiment and boost satisfaction. 

To make the most of our feedback surveys, it’s key to follow a few simple steps so you can “set it and forget it” and immediately reap the benefits. 

The effort you put in today will help you acquire high-quality referrals, increase operational efficiency, improve team morale, and reduce customer churn.

Follow these steps to set yourself up for success with SmileBack and ConnectWise PSA.

Table of contents

  • How to set up SmileBack with ConnectWise PSA: The basics 
  • Beyond the basics: Reduce customer churn and boost team morale
  • Key takeaways

How to set up SmileBack with ConnectWise PSA: The basics 

SmileBack helps you build customer loyalty at every touchpoint. 

Without understanding how your customers feel about your relationship and service, it’s difficult to make meaningful changes. 

But before you can collect feedback and act on it, you must complete two setup steps:

  1. Ensure that SmileBack and ConnectWise PSA are properly talking to each other
  2. Confirm the Customer Satisfaction (CSAT) survey is set up correctly

Here’s how to do just that. 

Set up the API Key authentication 

Until you set up the ConnectWise PSA API Key authentication, you can’t correctly get information to pass from reviews into tickets. 

What’s more, you won’t be able to successfully run automation down the line if there’s an error with the API key authentication. 

This is why it’s critical to take your time to ensure the correct API keys are set up and validated before you move on.

This process involves three subsequent steps:

  • Create an API Member for SmileBack
  • Create an API Key
  • Enter the API Key into SmileBack

📌Read our Help Center article on Setting up the ConnectWise Manage API Key authentication for a step-by-step walkthrough. 

Add the CSAT survey into ConnectWise PSA

This is how you actually start serving the Customer Satisfaction (CSAT) survey out to customers. 

The CSAT survey focuses on individual ticket metrics. Clients are asked “How did we do on this request?” and click on a happy, neutral, or sad face to answer:

Getting your first reviews allows you to see valuable feedback firsthand, while simultaneously building a direct line to customers. 

If you don’t set up CSAT and receive initial reviews right away, you may not understand the power SmileBack has in helping you:

To access these benefits, prioritize adding CSAT into ConnectWise PSA on day one.

📌Read our Help Center article on Adding a survey to ConnectWise Manage for step-by-step setup instructions.

It’s important to note that while the setup is simple, these best practices will help you drive responses:

  • Tell your clients about us: Make sure they know what SmileBack is, how to use it, and why it’s important (more on this shortly). 
  • Make the email mobile-friendly: Many people open emails from mobile devices, so make sure it’s responsive to avoid missed opportunities.
  • Place the survey above the fold: By placing it at the top of your emails, you increase the chance the reader will see it and complete it.
  • Avoid text-heavy messages: Keep it short to avoid overwhelming clients with information.

📌To learn more, read our Help Center article on Getting more reviews.

Beyond the basics: Reduce customer churn and boost team morale

With a strong foundation in place, you can add a few additional features to your repertoire. 

We highly recommend completing these steps during the onboarding process because they will save you time and help you get the most out of our platform.

Set up your first automation

Automation is the best and fastest way to make SmileBack more efficient. 

Setting up the CSAT survey is step one. To make the most of your data, the next step is leveraging powerful automation to perform actions for you.

There are several actions you can set up. For this guide, we’ll focus on the “Submit a survey response to ConnectWise PSA” action.

Submit a survey response to ConnectWise PSA

Every time you get a CSAT response in SmileBack, the rating and comment will automatically get pushed to the existing “Survey” tab in the original ticket in ConnectWise PSA.

Here’s what the automation setup looks like in SmileBack:

And here’s what the outcome of this automation looks like in Connectwise PSA:

Notice the CSAT question “How did we do on this request?” accompanied by a “Positive” answer and a comment that reads “Thank you for the quick response.” 

This will save you time and help you stay organized because the feedback is tied directly to the ticket it’s referencing.

📌Read our Help Center article to learn more about setting up Automations for Connectwise Manage.

Set up the Microsoft Teams integration

Another way to make feedback more efficient is by setting up the Microsoft Teams Integration.

This way, you’re bringing responses directly into your primary workspace, so you won’t need to switch between platforms. 

As a result, your team will be more effective because they don’t ​​have the burden of system proliferation and increased complexity. 

In other words, the more deeply integrated your workspace is, the less complex your team’s daily tasks will be.

That said, it’s still key to bring your team up to speed so they understand what SmileBack is and why it’s important to collect customer feedback in the first place.

To do this, make sure your team members understand:

  • The importance of a good client experience
  • What your clients have been told about the feedback process 
  • How to escalate negative feedback
  • How to celebrate wins and collaborate with team members
  • What they will receive in return for their hard work 

This tutorial will help your employees emotionally connect with your mission because they understand why it matters. 

This connection, coupled with healthy incentivization tactics, is the best way to motivate employees to adopt your values as their own.

They’ll then feel empowered to do a job well done, excited to help their coworkers out, and enjoy a more positive and empowering work culture.

📌Read our Help Center article to learn more about Using SmileBack with Microsoft Teams.

📌For a deeper dive, read our blog post about How to Set Up Your Microsoft Teams Integration to Improve Collaboration.

Introduce your clients to SmileBack

It’s also critical that your clients understand what SmileBack is and how it works. 

The best way to get them up to speed is to onboard them before you send your first CSAT survey. This properly sets expectations, which works to increase your response rate.

We recommend sending an email blast during kickoff that lets them know:

  • What the feedback survey looks like
  • How often they’ll receive it
  • How to fill it out
  • Why it’s important (i.e. helps you help them have a better experience)
  • How quickly your team will respond to them

This upfront effort will reduce confusion and drastically improve client relations and customer satisfaction. 

Here’s an email template you can use to introduce CSAT surveys to your clients:

Email template to introduce CSAT surveys

Subject: Introducing quick and easy CSAT surveys

Email copy:

Hi [Name],

At the close of every support ticket, you’ll receive an email with a one-question survey that takes less than a minute to complete.

Your answers help us understand:

-How you feel about our products, service offerings, procedures, and level of service

-What you feel could be improved 

At the top of each email, you’ll see three smiley faces. One happy (green), one neutral (yellow), one red (sad).  

Select the one that best represents your experience to let us know how we did. You can also leave a comment if you’d like to explain why you chose your rating.

These insights help us provide a consistently positive service and experience. 

If you leave a negative or neutral response, we’ll respond within [INSERT TIMEFRAME] so we can address and fix any issues immediately.

All the best,

[Your Name]

📌To access more email templates and learn more about onboarding clients, check out our article on How to increase your response rate.

Set up SmileBack with ConnectWise PSA today

To make the most of the SmileBack platform, lay a strong foundation so that when you build upon it, everything works as intended.

As it becomes part of your daily routine, your SmileBack and ConnectWise PSA platforms will help you increase efficiency, collaboration, and customer satisfaction. 

If you’re ready to go beyond the basics in this guide, book a call with us to discuss the Net Promoter Score (NPS) survey. 

This survey helps you understand your overall relationship health (beyond individual ticket metrics).

Book A Call

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