Connectwise Announces Acquisition of SmileBack

MSP solution developer ConnectWise today announced the acquisition of customer experience solution provider, SmileBack. The addition enables ConnectWise customers to utilize the SmileBack customer feedback system for continuous service improvement.  

Customer experience technology is becoming widely popular for retail businesses attempting to gain a better understanding of customer needs. SmileBack specializes in survey and reporting tools designed to offer instant feedback to clients, in order to immediately resolve negative experiences for greater customer retention and financial growth.

By combining SmileBack’s CX solutions into the Connectwise platform, valued clients can now provide specific insights into how to make managed services optimal for their needs.

“ConnectWise is the clear leader in our market, and we are excited about expanding our collaboration,” said Andrew Wallace, Managing Director, SmileBack. “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.”

“The immediate visibility into customers’ perceptions is important for recognizing what businesses are doing right and where improvement is needed.” added Chris Timms, EVP of growth, ConnectWise. “ 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 solutions and integrations will be available for the ConnectWise Manage platform, but business customers will still be able to purchase them as standalone products. Financial details regarding this deal have yet to be disclosed.