SmartSupport

Internal & external knowledge base and forum management

About SmartSupport

SmartSupportTM is a cutting-edge platform that unifies online knowledge base and community forum management. The application offers a sophisticated set of tools for internal management and agent collaboration giving knowledge base administrator power and flexibility in managing and improving content. The external face of the application provides a user-friendly interface which allows customers to quickly and intuitively find the answers they are looking for. A web-based and feature packed application, SmartSupport helps you maximize ROI via call deflection and improves customer service. It’s a powerful, yet simple way to manage knowledge.

Smart Search Engine:

A powerful search engine allows you to search through all of your content, including the META data, custom fields and attachments. Content becomes contextually applicable based on the interaction at hand and is delivered in a timely manner to ensure a great customer experience. Being able to quickly find answers doesn’t only improve customer service but makes your agents better informed.

Advanced Reporting:

Use SmartSupport’s reporting tools to gauge the quality of your customer’s experience in real time. SmartSupport has enterprise-grade reporting and analytic tools, as well as the ability to run an array of real time, ad-hoc investigations. Use our products to perform your gap analysis and improve your contact center ROI. Get a complete overview of how customers, agents and partners are using your knowledge base and forums. Our analytic tools and knowledge management team are readily available to diagnose the root cause behind failed interactions and escalations, thus enabling operational and site improvements.

Ticketing System:

Safeharbor has a decade of experience working with call center and help desk services. If the answer cannot be found, SmartSupport offers a sophisticated ticketing system for customer support as well as integrated alternate support channels which allow customers to seamlessly escalate to email, chat, or call.

Workflows:

SmartSupport features a highly configurable workflow engine with powerful real-time editing, preview and publishing capabilities and article import flexibility. Attachments can be easily added to articles to supplement content and provide context. Set up moderator controls, create business rules to ensure against unfinished or abandoned support requests, even add private notes that only staff can see to ensures that only the appropriate answer is sent to the customer.

Custom Forms:

KB administrators can create custom forms to display on their knowledge base page directly from the dashboard. Form creation is easy and provides great flexibility; form fields and menu options can be easily customized and edited. Custom Forms are intuitive & powerful. Create your form with our form tool by selecting a predetermined field (ie: First Name, Last Name, Email, etc.) or create custom fields that require text, numbers, multiple selection checkboxes or single selection drop down menus.

Alerts:

Creating alerts is easy. Simply create a new alert, determine the start date and time, add the period of time you want it displayed, add additional details and publish. No follow-up or manual removal required. Alerts automatically format and can be placed anywhere within your site theme! Choose to display upon entry to the site or use as a constant reminder to users about important notices or upcoming events.

SmartTEST Article Optimizer:

SmartSupport is equipped with our patent-pending SmartTEST Article Optimizer which equips Knowledge Base Administrators with a set of intuitive tools to analyze and optimize knowledge base content. By improving article quality, SmartTEST aims to maximize customer inquiry satisfaction, thereby increasing the company’s ability to be more responsive to its constituents.

Pricing starting from:

US$199.00

  • Free Trial
  • Subscription
  • Open Source

Key benefits of SmartSupport

Simple and Intuitive

SmartSupport is extremely easy to deploy. The web-based application is a SaaS, all-in-one, plug-and-play solution that works in any web environment and integrates with third-party software. Because SmartSupport is cloud-based, it requires no IT maintenance on the part of the user. Safeharbor takes care of all the updates, scaling needs, and custom technological upgrades so you can concentrate on running your business. If you are looking to add a powerful knowledge base and community forum management capabilities to your website without, look no further.

External users are presented with familiar forum and knowledge base tools which allow customer to quickly find the most relevant answers. Whether it is the forums page, knowledge base article library, forms menu, or some other feature, the visitor can easily navigate the support page and, if needed, escalate to an alternative channel such chat, email, or phone. Over a decade of experience working with help-desk and call-center services has given Safeharbor a firm understanding of how to provide and manage these services best for our customers.

Accessing the application is also extremely easy. Because SmartSupport is web-based, you can access it from any mobile, smartphone, or tablet device on the go. This is especially useful if you have field agents who depend on reliable access to a knowledgebase. In addition, SmartSupport is fully integrated with social media allowing you to listen to customer comments, join conversations, and broadcast the latest new about your company. SmartSupport provides customers and employees full flexibility in accessing, interacting with and updating support content information.

Powerful and Customizable

SmartSupport combines many powerful knowledge management tools and features delivering an application that goes far beyond the average kb program. With SmartSupport you also get to choose exactly what equipment you need for your website and how you want to implement it – from customizable features to UI appearance and CSS branding. Whether you want a standalone knowledge base application, forums, or a unified platform, SmartSupport is an extremely customizable and powerful knowledge management platform.

SmartSupport gives knowledge base administrators great flexibility in managing and improving content by offering a wide selection of tools and features to work with. Equipped with a Smart Search engine, Advanced Reporting, Ticketing System, Workflows, Custom Forms, Alert, our own patent-pending SmartTEST Article Optimizer and many more, SmartSupport offers the latest in technological innovation.

Cost-effective:

The simplicity of the application doesn’t only save you the headaches of managing a knowledge base, SmartSupport™ is extremely cost effective yielding an ROI within six months or less. Quick and accurate answers maximize call deflection and improve agent performance saving you time and money.

In addition, SmartSupport doesn’t only help you manage and organize your content, but also improves the quality of you knowledge base. Using analytical data and our SmartTEST Article Optimizer you will be able to create better performing content that will further improve your ROI. SmartSupport is a powerful, yet simple way to manage your knowledge.

Devices

Business size

S M L

Markets

United States, Canada, United Kingdom, Australia, China and 3 others, India, Japan, Germany

Supported Languages

English

Pricing starting from:

US$199.00

  • Free Trial
  • Subscription
  • Open Source

Images

Knolwedge Base Article Opimizer helps you maximize knolwege base ROI
Community Forums are managed from the same dashboard as the other support content.
A robust Search Engine indexes support content from all of your support channels
Powerful tools and features like Alerts allow you to streamline customer support
Fully Customizable Knowledge Base and Forum Templates seamlessly integrate into your site
Powerful Reporting and Analytical tools help you deliver excellent customer support
View 7 more
SmartSupport video
SmartSupport screenshot: Knolwedge Base Article Opimizer helps you maximize knolwege base ROI SmartSupport screenshot: Community Forums are managed from the same dashboard as the other support content. SmartSupport screenshot: A robust Search Engine indexes support content from all of your support channels SmartSupport screenshot: Powerful tools and features like Alerts allow you to streamline customer support SmartSupport screenshot: Fully Customizable Knowledge Base and Forum Templates seamlessly integrate into your site SmartSupport screenshot: Powerful Reporting and Analytical tools help you deliver excellent customer support

Features

Total features of SmartSupport: 5

  • API
  • Chat
  • Commenting
  • Communication Management
  • Custom Forms

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Reviews

Overall rating

4.2 /5
(12)
Value for Money
0/5
Features
3.9/5
Ease of Use
3.8/5
Customer Support
4.3/5

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Showing 5 reviews of 12
Kim W.
Overall rating
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support

SmartSupport Review

Reviewed on 2012-08-13

I would recommend this to anyone who is serious about keeping good information available to users,...

I would recommend this to anyone who is serious about keeping good information available to users, but may not have the resources to put the time into it. SmartSupport is easily managed without cutting corners on the user experience. The Safeharbor support team has provided excellent service by training during conversion, helping to improve our site, and answering questions whenever necessary.

Pros

Conversion made simple with assistance from knowledgable SmartSupport experts. This tool is much easier to use and we are able to keep our documentatikon up to date by making changes on the fly! We are also able to track changes made and determine which articles have not been updated recently. Also able to pull reports quickly. The customers like the updated look of the site and ease of usability with improved navigation.

Cons

We have not had any issues. SmartSupport has provided everything our last knowledge base did, and much more!

Samantha C.
Overall rating
  • Industry: Computer Software
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Excellent!

Reviewed on 2014-10-28

Pros

Immediate response on upgrades and always going up and over the expectations of what we are looking for.

Cons

The tool is sometimes slow when they are running repairs on the backend system, which causes us to need to come back to what we are doing.

Heather W.
Overall rating
  • Industry: Primary/Secondary Education
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support
  • Likelihood to recommend 6.0 /10

SMART Support

Reviewed on 2014-10-28

Pros

It is easy to use, and the customer service is great.

Cons

The technology glitches. Also, it would be nice to have one person to contact.

Faisal Y.
Overall rating
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support

SmarSupport Product Evaluation. CyberGlove User Forum Support

Reviewed on 2011-10-19

SmartSupport is a great product at a very good price point. Everyone at Safeharbor is a joy to...

SmartSupport is a great product at a very good price point. Everyone at Safeharbor is a joy to work with and they delivered on everything the promised.

Pros

Very simple implementation. Knowledgeable team to work with. We were up and running in a very short time. Very feature rich support environment

Cons

Everything is working great.

Rebecca A.
Overall rating
  • Industry: Primary/Secondary Education
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

SmartSupport Review

Reviewed on 2014-10-28

Pros

I like the quality and customer service. I always feel like I am speaking to someone knowledgable.

Cons

Sometimes, the product can be difficult to navigate and a little confusing.

Showing 5 reviews of 12 Read all reviews

SmartSupport FAQs

Below are some frequently asked questions for SmartSupport.

SmartSupport offers the following pricing plans:

  • Starting from: US$199.00
  • Pricing model: Subscription, Open Source
  • Free Trial: Not Available

SmartSupport offers several packages - Basic, Pro, and Enterprise - starting at $199.

SmartSupport offers the following features:

  • A ticketing system helps improves call deflection
  • Easy-to-use dashboard for KB management
  • Helpdesk integration
  • Integrate Alerts, Forms, and other customer features
  • Powerful Search Engine - index all of your knowledge
  • SmartTEST Article Optimizer - improve your content quality
  • Workflows allow for agent collaboration and specialization

SmartSupport has the following typical customers:

Small Business, Large Enterprises, Public Administrations, Non Profit, Freelancers, Mid Size Business

SmartSupport supports the following languages:

English

We do not have any information about what devices SmartSupport supports

We do not have any information about what integrations SmartSupport has

We do not have any information about what support options SmartSupport has

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