Transcript
Adrian from the Smallmac team, and we're going to be looking at the new Customer Feedback Pods inside of the Platform PSA, or you may know as the ASIO PSA. Before we do that, I'll just go over a couple little bits about how this works. So if you haven't been to one of these before, Project Office Hours is a series that we do every Wednesday, always at 11 US and Canada Eastern Time. And the idea is that members of our product team can show new features or how to use old features better or how to follow best practice and set things up well to you, and you can ask them questions and give your feedback during the session. So we are recording this. You'll get sent a recording, should be sent automatically from GoToWebinar not too long after we finish, but we also upload this to our YouTube channel. So ConnectWise on YouTube, that's our main channel, and then we have playlists of things on there, including Project Office Hours. And we do encourage you and hope that you ask questions. So if you look inside of this GoToWebinar window you're in right now, you'll see that there's a questions option. Please go in there if you have any questions. It's much better than using a chat, just because it selects or it separates each question so that we can answer directly in line, and it also means we get a good record of the questions afterwards. So if there's anything we can't answer during the session, we can follow up with you by email very easily. And that's it. So I'll hand over to Adrian to do the demo, and then I'll come back at the end. Oh, and Vicksa from the team has just been able to join us as well. So that's great. Here we answer your questions as well. All righty, here I go. Let me know if you see my screen. Okay, should be sharing now. Okay, yeah. Thank you, Evan. So I'm Adrian McLeod. I'm the front-end developer slash UI designer for Smileback, and I'm going to be walking through adding the new Smileback pods within the ConnectWise platform and just highlighting their features and functionality. So here I am logged into the ConnectWise platform, and these new pods live in the service ticket section of the platform. So if I navigate to service delivery and service tickets, this brings me to the sort of ticket overview page of all the tickets open for my company, and I can navigate to open tickets to get a full view of all the tickets available. And clicking into one of these brings me to the PSA ticket view. And so for anyone not familiar with the platform, this page and pretty much every other page within the platform you can see is comprised of all of these sort of individual pods and widgets, each with their own sort of functionality and feature set. But what you can see when I first load the page is there's no Smileback pods available on the page. So as a first-time user adding a pod, what I can do is go to this edit view button, and all of these sort of sections appear, these editable sections split into different columns. Each one has this an add a pod button underneath. So I can click on any one of those, and it opens up this sidebar. And so since I am a Smileback customer, I have this category highlighted here, customer feedback from Smileback. If I expand that, you can see that there's two pods available to be able to add to this page, a CSAT review pod and an NPS responses pod. So I'll scroll down, and you can basically just drag and drop anywhere you want onto the page. Scroll up and hit save. And right away you can see now I've got the CSAT pod with some data available on the page. So what we're seeing here is it's kind of broken into two main sections. You've got your CSAT score for the contact of the ticket. And if I go over and highlight the ticket contact here, you can see that the ticket, the contact is Adrian McLeod, and he works for Benepartum and Partners Law Group. So we've got a CSAT score for the contact of the ticket and a CSAT score for the company that that contact belongs to. And both of these scores are collected from our default sort of date range for this CSAT pod. It's the last 90 days. So all CSAT reviews that have come in over the last 90 days have created these, led to these scores that you see here. And if you want to sort of dive in and see a bit more information, what's creating those scores and where that is coming from, you can click on see reviews. Now, if you're familiar with Smileback, this should look somewhat familiar. It's essentially a replication, pared down replication of the CSAT responses table that you would see in the app. And it is a collection of basically all of the CSAT responses that have come in from this particular contact, in this case, Adrian McLeod, over the last 90 days. So it's a kind of a similar breakdown of data. You've got the date that it came in, what the the rating they provided in response to the service, what ticket that was associated with, any comments that was left behind as part of the review. Those are expandable, so you can kind of get this context in line with the ticket, what agent worked on the ticket, and what board it belongs to. And so as I'm looking at this, you know, if you notice as I mouse over these ticket numbers, they are highlighted links. So I see there's a negative review here. Perhaps I want to be able to look at what caused that. Everything else is looking relatively positive. I want to see what went wrong here. You can also click through on that, and it leads you to the next, basically, that ticket page. Something else to highlight here now as well is once that ticket page refreshed, you can see that since we edited the view of our ticketing page, that pod is now sort of saved. That configuration is saved. So every time you now go to any ticket, you'll see your CSAT SmileBack pod, wherever it is that you configured to exist. So I can jump back to the first page we were on, exit that. So those are all of the sort of contextual reviews from this particular contact, but I can also get an overview, a bit more of a holistic view, of all the different reviews that are coming from this company. So I can open up that table. Very similar view here. We've got one added column, which is the ticket contact. So you can see all of those reviews from Adrian McLeod are here, but we've also got some from Victor and Yulia, and this is what basically gives you the score from the last 90 days for the Benapartum company. So these fields are all sortable. You know, if you're in the ticket and you want to sort of sort down what specific tickets might have received negative responses or positive, or if there's any just sort of contextual information you can glean from this, it's all sort of available there right at the top level of the ticket now, without having to exit your workflow and jump into the SmileBack app and do any kind of sort of comparisons like that. So hopefully this is something that can provide a bit of good contextual insight as you're working through your tickets. Now if I go to edit view again and click add a pod and open up the SmileBack section, there's still the NPS pod here. So I'll drag that in. I like to put them kind of side by side here so you can see a nice comparison. Hit save, and now we also have NPS data on the page. So this pod, very similar, works a lot like the CSAT pod, but it pulls in the NPS data also from this contact and from the company that that contact works for. And I'm sure most of you are aware of this, but the nature of NPS is that those surveys get sent out probably less frequently than a customer would receive service ticket responses. So we have opted to create a larger date range for NPS feedback. So all the NPS feedback that you get on your ticket is from the last year, and that's really because this sort of helps to establish that kind of the sentiment of the relationship, I guess, between your company and this particular contact or your company and their company. And as a result of that, the nature of that, the most recent response also tends to be kind of what's the most relevant in terms of what relationship status, I guess, you could say you have. So most recently, this contact responded that they would recommend us, you know, 9 out of 10, and they left a positive comment, I would recommend your service. So we highlight that given sort of the high level context that that provides of just the overall relationship that your contact has with your company. And this is highlightable, which you can click on, it serves the same purpose as the C responses. So if I click on that, this works in the same way as the CSAT pod that I just showed you. This is a collection of all of the NPS responses that have come in from this particular contact. In this case, there's only one. So what you see on the the call out on the the app, it's or the sort of the pod itself is what you see here. But you can also see there's a bit of a lower score with the company NPS score. So you can open that up and sort of see what you're dealing with, you know, where where those areas you might want to focus on are you again, you can sort of sort this look at where there might have been some negative scores, or see what specific contacts are saying what. And this this information, I'll show you, if I jump over to the smileback app, since I'm logged into the platform with SSO, it's pretty nice feature that I can just click log in with ConnectWise SSO, I'm logged in, so there's no need to kind of juggle between different credentials or anything like that. And I'll go to the CSAT reviews page. And I will select this, this is a collection of all different reviews from different companies right now. So if I open this up, I can filter down to that company, we were just looking at this Benapartum Partners Law Group. And just to show you that this data that we have in the smileback app is is reflected exactly into the pod. So we've got sorted by date over the last 90 days, March 24, we have a negative review from Yulia. March 24, we have a neutral review from Victor, and Suryoga left a positive review right here. So if I go back, look at the collection of reviews from this company, we can see there, March 24, 24, 24, negative from Yulia, neutral from Victor, positive from Suryoga. So this, these pods just essentially pull in live data at all times, anytime you're working on a ticket, you can see up to date, recent information from from all of the different contacts. And yeah, contact responses to these surveys. Similar, I can just quickly jump over to NPS. And oops, excuse me, yeah, filtered down by the same company. And here you have top three reviews, we've got Suryoga with three, Victor with a seven, Yulia with a 10. And I'll just show you again that three, seven, 10, these are these are the same reviews. So it's hopefully just a nice way to provide context for you while you're working within the ticket environment, seeing the sentiment that's provided from these contacts and from this company, and hopefully some good contextual information that you can glean while you're working on these tickets without having to exit your current workflow, jump into the Smileback app. And yeah, really, we'd love to hear feedback as you use these. And these are early stages. So something that we'll be developing on and enhancing as time goes on. That's, that's the two pods in a nutshell. So I guess I'll fire back to the Q&A. Hello, hello. Good day, Victor. Good day, good day. Okay, so let's run through questions. I see we have plenty of them. Okay, Dimitri says hello, hello. Stephen and Damian asking about this. Is this Asia platform? Is it available in the regular one in terms of the in the regular? I mean, I think it's meant manage or PSA. And the second question is, does this only work on the new Asia view or PSA? So yes, it only works in the new Asia or platform or IT support 247. That's the URL in production. It is not working in the old PSA in the manage. It is only in Asia. These pods are Asia specific. What if you're a Smileback customer, but when I got to add pod, it is not visible, not displayed. And there is also another question similar to that. I don't see the option to add Smileback customer pods by Brian. So basically the answer to this is very simple in production. So this demo is, as you can see, performed in QA platform. It's a QA environment and demo environment. And in production, we've already released our pods in terms of the code. Code is there, but we need to create specific configuration records in production to entitle all Smileback customers subscribed and active to be able to see and use those pods. And like within nearest week or two, we're going to accomplish that. So basically the release process is in progress here. And soon you'll be able to see and use those pods. Question by Robert, my screen doesn't look like that. And it seems that the same URL, the same view, but it doesn't look like that because the Asia layout and the pods of the page, as Adrian mentioned on the start of the meeting, is very configurable. So it might depend on the default configuration for your appropriate account, customer or account as a partner, or it also might be configured on a user basis. So as a user, you can also add some pods, remove some pods, add some sections, delete sections, et cetera. So that's why it might not look exactly like you see it right now in the QA. In the QA, we use the default layout with the default set of pods enabled, and then customizable configurable pods are there in the appropriate menu to be added if needed. I joined a couple of minutes late. What is this ConnectWise Manage? No, it's not ConnectWise Manage view. It's this Asia platform, which basically acts as an umbrella over multiple ConnectWise products, as you know. And so the service delivery section that you can see on the screen that Adrian is sharing is based on the PSA, correct? This is the same data, same tickets, same contacts, resources, in dataset, but a new layout, new flexible UI that gives more power to the good old PSA. Are there any further SmileBack survey functions other than just embedding the survey into ticket closure notification? So if we are talking about the CSAT, no. CSAT still is going to be working the good old way through the closure notifications embedded HTML snippet. But we also have on board, as Adrian showed you, the NPS functionality, right? So Adrian, you could flip to SmileBack app for just a sec. And so a part of the CSAT, SmileBack also carries two other types of surveys that allow you to kind of like measure your collaboration with your clients better. First one is this NPS, and NPS will be seen in Asia platform as well. So this is a net promoter score survey on some certain cadence, like once a quarter, for instance, you can target specific group of your clients, send a scale from zero to 10, like would you recommend your service to a colleague or like a peer or a friend? And then basically this survey arrives to your clients and they score from zero to 10. And then we captured the data and you can see the data here in SmileBack. And also you'll be able to see the data in Asia platform. The third type of the survey that we carry is project survey. And it is also PSA based because we rely heavily on the sort of projects part of the PSA. And basically you can set up surveys to be triggered on a specific project or a specific phase, or you can set up a template survey that will be triggered for all projects down the road that are getting into status, let's say closed. And then SmileBack sends this survey to appropriate contacts associated with the project, and then can rate this project service much more flexible, much more functionable. It has multiple questions support. So we have up to five questions support that are rated from one to five on the scale. And then you also have additional section with the comments so that your client can give a proper overview of your project. And yeah, we would be really excited if you start going deeper into SmileBack, investigating what features there are, and especially if you're already on board with SmileBack and using the basic CSAT functionality. There is much more for you there. Okay. Is it separate from Azure RMM and Manage? So as I mentioned, it's not separate. It's based on the data from the PSA from Manage, right? Not from RMM, but from Manage. And as you all saw in the presentation, in Azure platform, it's just using this new layout, new UI, and new type of pods to give you a contextual data on the feedback on those specific contacts, companies, and tickets. Are any of these features going to be made available in the Manage app? Only in Azure, yes. So basically, as I already mentioned, that's only in Azure. Is this possible to have this pod in PSA? No, unfortunately, because PSA is, frankly saying, quite old product, legacy product with old type of the UI. And this platform, Azure platform, is a new thing with much more better experience there built in for you. So that's what we are targeting also towards, that we want to provide as much useful data, as much useful pods and widgets there for you in the platform. Do you have any recent, like from 2025, reference information? What typical industry standard Smileback CSAT scores are for positive, neutral, and negative feedback? So the industry information, I think that we might have this information in our Connectways University. You can also request this with your account manager, like a person who is leading and guiding you through Connectwise ecosystem and products, and they will be able to provide you that information. I cannot tell just off the top of my head, but we do have such data there, of course, for sure. I do not have yet anything other than the old service tickets and service delivery menu. Okay, what can we do with these new service delivery items? So if I understand correctly, so you're using the old PSA UI, again, you need to contact to your account manager in Connectwise, or just basically whichever channel you have, request to support people, and then they will engage all this like product people to help you with getting on board with Asia platform with the new UI. And again, if you're mentioning this in the context of this new platform, then probably the layout is just, it's configurable. It's by default layout for you is different rather than that you see right now on the screen. So again, it's just this pros and cons of flexibility and configurability, right? So each individual user can have their own experience there and use pods that they value the most, I think. Since NPS survey are not sent with every ticket, how are they scheduled? Okay, good question. Actually, this NPS campaigns, they are scheduled timely. So you basically go into Smileback app, go into NPS section, and Adrian can click through briefly for you there. So you get to this campaign manager page, it will be empty for you if it's first campaign, and then you go to create campaign flow, which consists of four steps, as you can see, campaign details, and this is the primary configuration of the campaign, right? You set up a title, specific title for you, so to understand, okay, what's the purpose of the campaign, right? Who are the clients, like this initial group of clients you're targeting? Let's say these should be only primary contacts of your client companies, and so you want to launch this quarterly. And then you define starting on the date and time. Time is approximately set, so the timing itself more important in terms of this like part of the day, let's say, but mostly, of course, our campaigns deployed in the first half of the day, 8 a.m., 12 p.m., and of course, starting on April 2nd, so basically tomorrow, you cannot schedule, right, retrospectively campaign is impossible, of course, against the logic, but you can schedule it, let's say, tomorrow, fire in the morning, and then if the setting will be repeat every three months, as you can see, it's set by default there. By default, it's six months, by the way, as I remember, but Adrian already changed it to every three months. That makes it a quarterly campaign, right, and then it will run next time in the beginning of Q3 appropriately, so that's how it works. It's pretty easy, self-explanatory there, and I think you will understand how that works. Lots of information on the Help Center as well. On the Help Center, plus there's a possibility, of course, like you can base your NPS campaign on the imported contacts from the PSA, that is our primary functionality and main functionality that we provide, but there's also ability, so let's say you like manually selected those people who you want to target with this NPS campaign, and you've created this like a spreadsheet file there, so we also support the CSV upload functionality, so that you could upload a CSV file of a specific format with listed contacts there, yes, like this, so import contacts connect-wise, PSA recommended, that's straightforward, and so we basically import contacts from the PSA, from your account, of course, and then upload contacts from CSV allows you to upload the file with a flexible set of contacts. Yeah, and all contacts that you import from PSA can be filtered down, so you can add specificity and enable, disable specific contacts as well. Okay, other couple of questions, Stefan, thanks for your activity, just to make sure I understand correctly, if we are using connect-wise PSA, not Asia, we won't have the pods, yes, unfortunately not, you have to have use Asia, so basically that's a demo of the Asia built-in functionality, right, but the rest of Smileback functionalities are still the same, yes, like when you're going into Smileback app, it's going to work the same, all the features available for you there, will CSAT survey eventually be available with a bigger scale, like five-point scale, so let's say I'm not authorized to answer that question, because this is, of course, I'm like a strategical thinking of product management, they are about to decide how to convert the CSAT, like how to enhance the CSAT, right now we, of course, have this like good old classics functionality, three smileys and the comment, but we are constantly thinking about how this like improve, implement this CSAT, enhance the functionality, so that it's also not overloaded and carries the same thing, the same value, our product people will be thinking on that and yeah, I think they will come up with some good implementations and configurability, maybe not a five-scale point, right, like because we use this scale in projects and there it makes like more sense, but let's say some additional features to this three smileys in the CSAT might arrive maybe even this year, so we'll work on that. It's, I'm sorry to interrupt you, but as we're at time, I just want to very quickly tell people after the next one of these sessions is coming up, so we, as I mentioned at the beginning, we do this every Wednesday, always at 11 eastern time and you can join us next week, where we'll be talking from the, or to the RMN team, talking about packages and policies and you can sign up with this QR code on the screen now, or you can always find all of our events in the ConnectWise University calendar, so you go into the ConnectWise University, it's sign in with the single sign-on, they use a few of the ConnectWise products and in the resources menu, there's a calendar there, project office hours, webinars, the ask me anything and all the other series of education events and we also have ConnectWise YouTube channel, so if you go on YouTube, just look at ConnectWise, very easy to find that channel, so this session will be posted there shortly, along with previous ones, so thanks Adrian and Victor for the presentation and thanks everyone for the questions and I hope we see you all again in a week. Thank you very much. Thank you, bye-bye.
