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Smile: Loyalty & Rewards
Smile: Loyalty & Rewards - World's Most Trusted Loyalty App
Rating
4.8
feedback
6,318
chart
#29
All reviews
Rating Breakdown
Aug. 30, 2024
Always have great success with online chat. Today Lisa helped me with a workaround to a problem that I was trying to solve. Thank you Lisa.
Thank you so much for taking the time to leave this review! We really appreciate it 💖 Don't hesitate to reach out if you have any questions. Smile Team ✨
July 8, 2024
The support is great and the functions are great. However, a few useful and standard function only comes in at $199/month where the $49/month has not much value add to the free version. If the $49/month plan allows people to redeem product as gift + some feature from the $199/month plan, I think that will be great. And when small ecommerce grow to > 500 orders, we will happily switch to the $199/month plan.
Thank you for your review and feedback. A member of our support team has reached out to learn more about your needs and how we can help further.
June 5, 2024
türkçe dil seçeneği olmaması çok kötü üstelik türkiyedeki birçok marka kullanıyor yazmışlar en azından kendi çevirimizi ekleyebilmemiz iyi olurdu
Thank you for taking the time to leave us your feedback. We value your opinion and reached out to you personally via email to discuss options with you further.
March 8, 2024
We are unable to use Smile.io for Loyalty Rewards. Our main reason is that the features are very limited, unless we can afford to pay such high prices. We do not feel that there is much value in spending $49 per month to upgrade. That plan doesn't not come with the Loyalty Landing Page or ability for our customers to redeem their points. It is impossible for us to commit to paying $199 per month for this. Sadly we will need to look for a cheaper alternative.
Thank you for your review, we appreciate your feedback. Someone from our team has reached out to discuss this further with you.
March 28, 2024
Update: Smile.io contacted me with great customer service and has made some suggestions that are helpful! I am adding a star. -->Loyalty Landing Page -->Points on Product Page -->Points on Account Page I am hopeful that the first and third ones will make the program more clear for customers to use so we have to send instructions less! And I am hopeful that the second will increase interest in the program. Previous review: 1) We need to set a maximum points accrual for a single order. This seems really basic and is very important for our business. We offer volume discounts on very large dollar value orders and cant always exclude them prior to ordering, so we have customers with 30,000 points in their accounts which leads to a lot of customer service issues and confusion. We would also like to create a maximum number of redemptions a customer can use in a given week to prevent these customers with 30,000 points from placing an order for a free candle over and over 125 times. 2) The customer emails need to be much more customizable, include more instructions on redemption, and we need to be able to add a terms and conditions section to the pop-up. The fonts in the emails are not customizable, so they don't fit in with our brand. 3) When a customer is referred, they see a very cheesy emoji pop-up that is not customizable. This is not a good first impression. 4) There is no way to see which customers are being emailed by Smile and what emails they have received. Theoretically, we might know based upon the criteria we have set up, but it is not 100 percent clear and there is no record of this anywhere. Each customer page in Smile should show the email name and the date received. 5) It just isn't generating nearly enough sales to be worth the customer service hassle and high app cost.
Hi there, Thank you for taking the time to share with us your concerns. I have sent you a follow up email directly to understand exactly what you want to do and explore other possible solutions. - Karen and the Smile team
Nov. 9, 2023
Smile is great due to their features and partner integrations. ***POS users this is something to be aware of.*** 3 stars because we use mainly the POS feature. When a customer decides to use a coupon during a physical transaction and clicks redeem. If they decide to put the items back at the last minute no longer wants to continue, their points will still get deducted even though no transaction was completed. In order to give them back their points you will have to manually keep track of all customers who canceled a transaction. This is an issue that leaves a lot of human error on the table due to the volume of sales we might get during busy periods of the day. Hopefully the development team will be able to add a feature for it automatically refill the customers points upon a uncompleted transaction. Lisa, Jade and Lynn from the support team is great! 5 stars!
Thank you for taking the time to leave a review! We are glad that you find our team helpful :) When customers cancel a transaction, the reason that the points are removed is that the reward has been redeemed. Customers can still use this reward on future purchases, so the value of the points is not lost. That being said, we are always looking to learn how we can improve Smile and make it more user-friendly. We have reached out personally to learn more about how we can help you with this!
Nov. 8, 2023
Limitation on POS filter.
Thanks so much for taking the time to leave us a review! We genuinely appreciate you doing so 🙏 We did reach out to your last conversation thread to see if there was any additional feedback you could provide us. Hope to hear from you there to learn more about your experience using Smile 🤓 Yours in Loyalty, ✨ The Smile Support Team ✨
July 21, 2023
The app is OK, it does what it's supposed to but to be honest I'm considering pulling it because the pricing structure is so ridiculous. The basic level beyond the minimal free plan jumps to a massive $50/month and you don't really get much for that and then for simple things like analytics to show you whether the app is really generating much return on the monthly cost you have to be on the enormous $200/month plan which is frankly ridiculous when vastly more complicated apps cost far less. It does what it says reasonably well but I'm struggling to justify the price to be honest.
Thank you so much for taking the time to leave us feedback. We are always looking for ways to improve and value your thoughts and ideas. We sent an email with additional information to see if we can help. Best regards David
July 14, 2023
The app is pretty fine, easy enough to use and customize. We really liked it for a while. HOWEVER, we realized that when our customers click the button to earn points for certain tasks (ie follow us on insta, or like our fb page) smile IMMEDIATELY rewards the reward points, upon clicking the button. I was testing it out and got a reward point email from them before the new browser with our instagram was even done loading. I reached out to support and they explained due to certain laws there is no way for them to verify if users actually follow through with the actions, but they believe that most people do. Alright, thats totally fine, but can you please implement a delay in sending the email/ awarding the points? like a 5 or 10m delay in that email being sent would give the individual a moment to actually go ahead and follow through, and they are WAY more likely to do it that way. Update: I was able to deactivate the auto email, while this is better than nothing, it would be great if they could introduce a delay option!
Thanks for taking the time to leave us a review. We are always looking for ways to improve Smile for merchants, and your feedback helps us do that. You are correct that we aren't able to verify the social actions before awarding points since Facebook, Twitter, and Instagram don't allow 3rd party apps like Smile to track user data. We understand that this isn't ideal and hope that these sites will allow us to track in the future. While it isn't possible to delay the points earning at the moment, we did add it as a feature request for our product team to look into. Our Product Team takes merchant requests seriously, and hopefully this is something we can come up with a better solution for. We reached out to you personally to see how else we can improve your experience with Smile. Let us know if you have any other questions or concerns. We are here to help!
May 3, 2023
This app has cost me thousands of dollars. It rewards people on top of any existing discounts in my store and there are no rules or ways to prevent it stacking. I am losing money all the time due to this. Not happy. The aesthetics are nice but they clearly don't understand retail business and how customers behave.
Thank you for your review. We really appreciate your feedback. We want to ensure that Smile benefits your store and increases engagement with your customers. Smile coupons are not able to be combined. Unfortunately, some 3rd party apps conflict with Smile and can cause unexpected behavior, such as allowing discounts to stack. We don't recommend using these apps alongside Smile for this reason. We also have a recommended setup to help optimize your rewards program and ensure it works for your Store. We will be happy to help you adjust your program and have reached out via email. Best regards Smile Team
May 3, 2023
Very good app, would use it if it offers multi-language for one store. Already in 2021 it was mentioned that Smile wants to integrate it but 2023 and still no option for it. Best app but in todays multi-lingual world a pitty you do not offer. Other apps like Bon Loyalty are soooo much cheaper and they offer multi-languages with good translation. Hope you change this asap. then I might come back ;-)
Thank you so much for taking the time to share your thoughts with us - it helps us improve continuously and maintain our growth mindset. At the current time, there isn't an easy way to translate Smile into multiple languages. However other customers have also expressed their interest in multi-language support, and we can see why. We're starting with the ability to offer Smile in a single non-English language first since this is a very popular request we hear. We don't have a timeline for multi-language, but we've added your vote to the request internally and will revisit it as soon as we have the capability. - the Smile Team 🙏
Dec. 23, 2022
Its barely good enough considering it is free. There are issues with finding customers. The search is difficult and will only find exact, full matches. You cant just search by a first or last name. you have to have both. The price offerings go from free to $50 to $200 a month. Which they need a lower cost option with features I could actually use. most of the feature even at the premium package just aren't useful.
Thank you for your feedback, we really appreciate it! One of our team members has reached out to discuss your points made below. - Hannah & The Smile Team :)
Dec. 8, 2022
Ultimately I received a resolution to my issue, however I was bounced between agents a few times. They all at least seemed looped in, so that was good. One rep disappeared for an hours, and another jumped on only when I sent a new message saying that my agent stopped responding. I’m glad everything was resolved, but it took way too much waiting around. Otherwise liking the app a lot. Thank you.
Thank you for your review and we are glad that your issue was resolved. We strive to respond as fast as possible and please know that our typical response time is within 24 hours. We are really pleased to hear that you are liking the app a lot! We will be reaching out to you to learn more about the experience you had. All the best - Hannah & The Smile Team :)
Nov. 3, 2022
The app is pretty great, customers seem more enticed to buy. However the plan pricing is INSANE, well for a small business. What they offer for each plan is not worth the cost. $50 to $500 A MONTH? for just a "vip program". Might be switching to a new app that is worth the cost.
Hi there, Nicole from Smile here, Thank you for taking the time to leave us feedback. We are always looking for ways to improve and be supportive of small businesses. I hear that you are finding Smile to be too expensive, and I want to explain a bit of our pricing structure to provide some clarity. We offer a Free plan that includes our Points and Referral programs. Small businesses are able to stay on this plan indefinitely as long as they have 200 orders a month. We made this plan with small businesses in mind, so that they can start growing with loyalty at no cost. Our paid plans are priced based on features. This means that instead of punishing businesses for growth by basing our pricing on customer or order counts, we offer more advanced features on higher up plans. That being said, I can see how if you are looking for a specific feature, like VIP, that is only available on our Pro Plan, the pricing can look a little daunting. However, it is totally possible to run a successful loyalty program without VIP. And, we typically recommend merchants remain on lower plans, until they see enough returns from their program to justify an upgrade. I've reached out to you via email so that we can make sure that you are successful on your current plan and help you grow your business! I've also offered a free trial of any of our paid plans. Please let us know if you have any other questions or feedback. We are here to help!
Oct. 15, 2022
very good easy install app, but the problem is that it cost so SO much , you need to spend $200 for one of the app while free or $50 package is useless, i used it for 3 months, and can tell you that even $50 package is not effective. so you need to consider for a package for $200 only, so i will look for alternatives now. because it will never generate so much to cover $200 product cost. maybe some big companies can afford it. If you re a small company be ready to wait for 2-3 months to see any results and pay $200 / month so it will never generate as much as you expected to cover the monthly cost. So i recommend to avoid this App grow for at least 5k in net profit per month and then consider to install it.
Hi, Nicole from Smile here, Thanks so much for taking the time to leave us feedback on our pricing. We are always looking for ways to improve our pricing to ensure that it offers small businesses a good return on investment at an accessible price. We offer our Free and Starter Plans for businesses just getting started with a loyalty program. Then we suggest upgrading as needed as your business grows. I hear that you weren't getting what you wanted out of the Starter Plan. At any time you are welcome to reach out to us and we are happy to help you configure your program according to best practices to ensure that you are set up for success. We are also happy to offer any ideas and help with marketing your loyalty program. I reached out to you to chat further, so that we can help you increase repeat purchases with Smile on a plan that aligns with your budget. Thanks again for the thoughtful feedback. All the best, Nicole, and the rest of the Smile team 💛
Aug. 7, 2022
Its incredibly slow loading. Make sure when you start you set the points up the way you want them. The settings it comes with will immediately start giving points out to your customers. It was giving out its own version of high points so that when I set up the system I wanted all the customers had all these points and were getting rewards. Cost me money and then had to go manually lower the points for each one. So set it up the way you want it from day one I moved mine to $1 is 1 point - they had it something like $1 is 5 points. Also when you go to use the reward - do not close the window before copying the rewards code! As you will not be able to access the code again.
Hi there, Nicole here. Thanks for taking the time to leave us feedback. I understand that you initially set up your program in a way that wasn't best for your business. We are happy to help make any recommendations or help with any calculations to ensure that you are set up for success! I just sent you a private message going over how much you are giving back to your customers. Our team of Experience Managers specialize in program configuration and strategy, and are happy to make personalized recommendations for your program at any time! I also wanted to let you know that customers can access their previously redeem rewards at any time in your rewards panel. They can see all of their discount codes and click "apply code" to have the discount automatically add to their current cart. Please let us know if there is anything else we can help you with!
June 24, 2022
I really like to give this app 5 stars but I cant. After purchasing the starter pack (which you kind of have to) you'll find out that your $50 monthly plan is not enough to set a limited number of times a customer can earn rewards, or have more than one app integrated at a time. These features should have been included with the starter plan and not in a $200 plan and above...
Thank you for taking the time to leave a review, we appreciate your candid feedback! 🙏 Our plans are structured to grow with our merchants so while the Starter plan gives you all the tools to uniquely brand your program it does have some limitations as it is our most basic plan. I have reached out to you via email to see if we could provide some suggestions as well as some solutions that might work for you! I look forward to hearing back from you soon! 😀 Cheers, Joshua - Smile Team 🧙♂️
May 12, 2022
This is a great app. Its expensive but having trouble growing my rewards as the base programme doesnt offer nudges . Its is a super important aspect of this app . Please consider offering as we will get more growth and stay with the app .
March 31, 2022
I just started using this app! I had some questions at first but the customer service was amazing helping me set the app up!
Thank you so much for taking the time to leave us your lovely review 💖 If there's anything that we can do to turn your 3 star experience into a 5 star one - please don't hesitate to let us know! Happy to help 😄
March 28, 2022
We have used this review since setting up our online store 3 years ago. At this point we will be looking at changing our loyalty point program. Anything less than Pro is not worth the money, and the subscription fees are out of control. We are frustrated with the lack of features in any payment plan other than Pro. We would happily pay a reasonable subscription fee for the app, but the Pro is an insane amount of money to pay for a mid-sized business, and the features in Starter or Growth are not worth it. I would recommend against other small/medium sized businesses using this app. I am glad the developers have found success with enterprise level businesses but they do not care or cater to anyone else.
Thank you for sharing your open & honest feedback. It hurts, because we champion ourselves on supporting small & medium business 😔 . It's definitely not our intention to price anybody out of using Smile. There's normally a way we can work together to figure out a viable way forwards. I've gone ahead and reached out directly to see how we can make Smile work for you. Our team is online and looks forward to reconnecting.