SmartSupport Review - why 4.2 stars?
Compare PricingITQlick Score: | 78/100 |
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ITQlick Rating: |
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Pricing: | 8/10 - high cost |
Category: | Knowledge Management -> SmartSupport review |
Ranking: | Ranked 12 out of 16 Knowledge Management systems |
Company: | Safeharbor Knowledge Solutions |
Pricing: | starts at $199 per user/month |
Typical customers: | Small, medium and large size businesses |
Platforms: | Desktop, Cloud |
Links: | SmartSupport pricing, SmartSupport alternatives |
Shlomi Lavi / updated: Oct 22, 2022
Safeharbor Knowledge Solutions has been providing knowledge base applications for over 15 years and is currently part of Enghouse Interactive. The company’s goal is to provide solutions that help business and public sector companies deliver web-based knowledge management software focused on improving customer service.
The SmartSupport solution addresses this requirement by allowing companies to organize their internal knowledge base efficiently. It also provides management tools that give customer support teams dynamic control over support content while increasing productivity, improving customer satisfaction scores and reducing operational costs. The software provides both customers and support agents with the best answers while lowering the workload and time needed to get the relevant information, thereby increasing a client’s return on investment (ROI).
Additionally for companies looking to interact with their customers through multiple channels, SmarSupport allows customer interaction through phone, email, web chat, as well as being fully integrated with social media to dynamically update and track support content. In addition there is support for community forums to reliably share information and utilize customers’ contributions to generate reusable content to continue to build a company’s knowledge base.
Safeharbor’s customers include SunTrust Bank, CyberGlove Systems, eMerchant Club, BikeReg.com, Coupons.com and the Arthritis Foundation
There is support for rich content support articles with an in built article optimizer that helps administrators maximize the quality of the knowledge base. Additionally you can create interactive troubleshooting guides for customers built using information provided by your implementation team. There is an option to create your own knowledge base portal and easily publish information directly to your knowledge base from multiple channels include the web, email and smart phones. There is also a user feedback option to help administrators improve support site performance.
The product has detailed reporting & analytics tools to help determine the quality of customers’ experience in real-time as well as get a complete overview of how customers and agents are using the knowledge base and forums platform. If the answer cannot be found in the Knowledge Base, SmartSupport offers a ticketing system for customer support which allows customers to escalate via multiple channels. Finally the platform can be seamlessly integrated with other third party applications and key business tools for knowledge sharing.
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Table of Contents
What is SmartSupport?
SmartSupport provides Knowledge Base software integrated with Community Forums. The software provides a simple and user-friendly setup that provides strong search options to enable high agent productivity, by reducing customer response time and improving issue resolution rates.Safeharbor Knowledge Solutions has been providing knowledge base applications for over 15 years and is currently part of Enghouse Interactive. The company’s goal is to provide solutions that help business and public sector companies deliver web-based knowledge management software focused on improving customer service.
Who is it best for?
SmartSupport is a SaaS solution that can scale to address any business size that needs support for knowledge management. It is a cross industry product that is focused on companies who want to go beyond a traditional content management system, which is more of documentation and information storage and cannot intelligently support knowledge based queries.The SmartSupport solution addresses this requirement by allowing companies to organize their internal knowledge base efficiently. It also provides management tools that give customer support teams dynamic control over support content while increasing productivity, improving customer satisfaction scores and reducing operational costs. The software provides both customers and support agents with the best answers while lowering the workload and time needed to get the relevant information, thereby increasing a client’s return on investment (ROI).
Additionally for companies looking to interact with their customers through multiple channels, SmarSupport allows customer interaction through phone, email, web chat, as well as being fully integrated with social media to dynamically update and track support content. In addition there is support for community forums to reliably share information and utilize customers’ contributions to generate reusable content to continue to build a company’s knowledge base.
Safeharbor’s customers include SunTrust Bank, CyberGlove Systems, eMerchant Club, BikeReg.com, Coupons.com and the Arthritis Foundation
Main features and functionalities
SmartSupport offers companies a simple and intuitive knowledge base and community forum which can be deployed quickly. The software provides multiple templates and is easily customizable to match your company’s brand, as well has a powerful search tool that makes it extremely easy to find relevant and accurate answers that reduces customer handling time and increases first contact resolution rates.There is support for rich content support articles with an in built article optimizer that helps administrators maximize the quality of the knowledge base. Additionally you can create interactive troubleshooting guides for customers built using information provided by your implementation team. There is an option to create your own knowledge base portal and easily publish information directly to your knowledge base from multiple channels include the web, email and smart phones. There is also a user feedback option to help administrators improve support site performance.
The product has detailed reporting & analytics tools to help determine the quality of customers’ experience in real-time as well as get a complete overview of how customers and agents are using the knowledge base and forums platform. If the answer cannot be found in the Knowledge Base, SmartSupport offers a ticketing system for customer support which allows customers to escalate via multiple channels. Finally the platform can be seamlessly integrated with other third party applications and key business tools for knowledge sharing.
What is the actual cost?
The cost of license starts at $199 per user/month. ITQlick pricing score is 8 out of 10 (10 is most expensive). Access ITQlick pricing guide for SmartSupport. You can also find here pricing information from SmartSupport's website.Pros
- The solution offers open integration to third party software
- SmartSupport supports a fully compliant multi-tenant SaaS architecture
- It is fully integrated with social media
- There is a ticketing system for customer issues which cannot be resolved through the SmartSupport knowledgebase
- The product is web-based and can be accessed by an mobile, smart phone, or tablet device
Cons
- As it is a cloud based solution clients will have concerns on the security of their knowledge information
- The product does not replace a help desk system but its features may overlap
- SmartSupport does support hosted or on-premise deployment models
- The solution does not include FAQs and Solution ratings
- It does not have a way to define Service Levels for easy monitoring of performance
How it stacks up?
Access a head to head analysis of SmartSupport vs alternative software solutions. ITQlick rating
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Frequently Asked Questions (FAQs)
List of categories
CRM
Call Center
Complaint Management
Customer Loyalty
Help Desk
Online CRM
Online Community
Self-Service Portal
Small Business CRM
Marketing Automation
Hotel CRM
Knowledge Management
List of features
Change Management
Document Management
Email Integration
Knowledge Base/FAQ
Mobile Integration
Multi-Site Support
Remote Control Access
Reporting
Rules/Workflows
Self Service Portal
Service Level Agreements
Document Conversion
Help Desk Integration
Email
Social Media Metrics
Auditor - Shlomi Lavi
Shlomi Lavi is an entrepreneur and founder of ITQlick.com. He holds a Bachelor of Science (B.Sc.) in Information Systems Engineering from Ben Gurion University in Israel. Shlomi brings 17 years of global IT and IS management experience as a consultant and implementation expert for small, medium and large-sized (global) companies. Shlomi’s goal is to share the best knowledge and news about information systems so you can make smarter buying decisions for your business.