Understand what motivates people, get answers and inspiration
Discover why your product or service is not converting well. Receive real-time relevant and actionable feedback that uncovers hidden obstacles. Validate ideas, reduce churn, increase adoption, and celebrate success, often.
You can see where visitors leave the website, but you don't understand why.
You don't know what motivates customers, newsletter and website communication is based on assumptions.
You want more insight into how employee work ethics and communication impact customers.
We get it
Ralph, our "begin boss": It is late 2020, and I am sitting behind my desk processing the administration of a business that has been running for ten years. Corona had hit, and it was not a good time for anyone. My client base consisted mostly of small businesses and freelancers. Slowly but surely, I saw a ... Read more significant drop in customers while new customers barely came in. The world had changed, and so had the needs of the customers. Due to a lack of feedback, I noticed this shift too late. This experience became the driving force behind the development of Smilejet, with the goal of helping other organizations solve similar challenges. How do you discover what your customer needs now and in the future? And how do you ask the right questions to the right person at the right time?
How Smilejet helps you succeed
With smart customer feedback software, we help you reduce churn, increase adoption, make communication more relevant, solve problems faster, and uncover hidden opportunities.
Key Features
Smart Forms Powered by AI
Artificial intelligence automatically generates targeted follow-up questions based on answers provided and allows responses to be given as if in a real conversation.
AI Text Analyses
Instantly gain insights into popular topics, sentiments, and more. Use advanced filters to efficiently analyze feedback without reviewing every message individually.
International, Small Local Team
Easily translate form questions and feedback into over 15 languages. Collaborate with a local team while receiving international feedback, retaining the original response.
Launch your CX campaign directly, online in just a few minutes
One tag to rule them all. Install a small JavaScript tag on your website once and launch feedback collection across every page.
Target specific users or launch surveys event based like on page leave, heavy scroll activity, rage clicks and more.
There are 15+ different question types to ask questions, the possibilities are endless. Some examples include NPS scores, customer satisfaction (CSAT), customer effort (CES), open feedback, product reviews, and targeted surveys. Exit interviews and website feedback are also possible.
Where can I collect feedback?
At every touchpoint: email, website, offline via QR codes, SMS, in-app, and social media.
How much feedback will I receive?
This depends on the niche and audience. On average, between 1 and 2.5% of visitors provide feedback, with the higher end being more common in B2C.
What about analytics and reports?
The dashboard provides real-time insights into all feedback metrics. Segment visitors, view NPS, CES, and CSAT reports. Gain insights from feedback with AI text analysis, such as sentiment, popular topics, and locations, and more. All feedback data can also be exported to Excel for your own analysis.
Rates
Am I committed to anything?
No, you’re not committed to anything. The subscription can be canceled directly via the account, and it will automatically end on the cancellation date. There is no cancellation period.
How much does it cost?
This depends on what you need. Check the pricing page for current subscriptions and rates. All rates are excluding VAT.
Can I try it first?
Yes, there is a free and no-obligation trial period of 14 days with all features. No credit card required, just get started right away.
Yes, a change can be requested at any time. However, an interim upgrade or downgrade will become active immediately and void the previous package without a pro-rata rate. In this case, we add extra months to compensate for the previous package. Please contact us for this.
Security
How secure is my customer data?
The security of customer data is our top priority. Customer data and servers are hosted only in Europe, and data is encrypted during transmission and storage. We have a partnership with Amazon Web Services (AWS) to ensure scalability and the highest security standards and policies. The AWS ISO 27001 certification can be downloaded here.
Where is customer data stored?
All data is stored in modern, secure data centers within the EU. This ensures optimal protection and is fully compliant with GDPR guidelines.
Who has access to my customer data?
Only authorized personnel, the user who created the account (super admin), and team members with personal data access within the account have access to the data. The support team can view data upon request, for example, for technical support.
How about customer privacy?
All data is collected according to GDPR guidelines. Customers have the right to access and delete their data.
What happens in case of a data breach?
There is an extensive protocol for data breaches, including immediate notification to affected individuals and authorities if necessary. All steps are documented according to GDPR guidelines.
Implementation
How long does the implementation take?
Typically, the JavaScript tag can be implemented within 5-15 minutes, for example via a tag manager or manually. Forms, automatic detections, session recordings, and heatmaps will be active immediately afterward.
Will I get help with the implementation?
Yes, you will have access to comprehensive documentation and video tutorials. For some subscriptions, more extensive support is available, where we assist your developer(s) via email or Teams.
Which integrations are possible?
There are ready-to-use integrations with popular platforms such as Salesforce, HubSpot, Zendesk, Slack, and Microsoft Teams via Make.com and Zapier. Custom integrations are also possible via the API.
Support
What support do I get?
All customers get unlimited access to best-effort email support and the help center. Some subscriptions offer premium support with more in-depth assistance, including support via Teams or by phone.
What are the support response times?
Email support is typically answered within 7 business hours and is available on weekdays from 9:00 to 17:00. Custom support offers help outside office hours and has an average response time of 1 hour.
Is there a help center available?
Yes, there is a comprehensive help center with guides, best practices, and video tutorials. It is continuously updated with new content.
Will I get training for my team?
Yes, in addition to the help center, you can take customized training. This is available for an additional cost starting at €299. Training is provided via Teams or on-site (starting at €899). All prices are excluding VAT.
Legal
Is it compliant with GDPR guidelines?
Yes, all processes and systems comply with GDPR guidelines. Data processing agreements are available, and you remain the owner of the collected data at all times.
Can I export my data?
Yes, all collected data remains your property and can be exported at any time in common formats such as CSV and Excel.
Do I need permission to load your installation tag?
By default, we do not place tracking cookies that follow visitors across multiple websites. In some cases, we do store anonymous data such as a numeric ID, the number of pages visited, the time spent on the website, and similar data. Legislation may vary by jurisdiction, so we always recommend asking for consent beforehand.
What happens to my data if I stop?
You can export all your data before you cancel. After termination, all data will be permanently deleted within 90 days.
Is it possible to remove personal data earlier?
Yes, you can set the retention period for personal data per feedback form. This can be done immediately, so data is never stored on our servers, or within a specific period. The retention period for data without associated personal information is also adjustable.
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