SmartSupport 2019 Review

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Last updated: Sep 12, 2018

SmartSupport Review

ITQlick rating
(4.4/5)

Starting from $199 Per month/user

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 r...

  • Categories (4/12):

    • CRM
    • Call Center
    • Complaint Management
    • Customer Engagement

What is SmartSupport? Updated: Sep 12, 2018

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.

SmartSupport Average Rating -

The rating of SmartSupport is 4.4 stars. The rating is based on ITQlick expert review

SmartSupport Typical Customers

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

SmartSupport Features

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.

SmartSupport 5 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

SmartSupport 2 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 Alternatives

Some of the main competitors for Smart Support are Enghouse Interactive and Forumbee.

Enghouse Interactive provides a cloud based knowledge base & forum management software. It is designed to provide self-service support to customers & employees with interactive portals, search engines, article publishing and include a variety of template designs to customize and brand the software to corporate needs. Additionally there is workflow automation to help in information optimization along with forum management to handle customer interactions, queries as well as seek community resolutions which are not available in the knowledge base.

In comparison Smart Support provides a similar platform for this purpose. Including the features mentioned in Enghouse Interactive, the product also includes a knowledge base optimizer tool which uses analytic reviews and response data to quantify the effectiveness of the knowledge base and focus on areas of improvement. Community forums are also available for collaborative input with options to transform emails into knowledge base articles once an accepted solution is realized.

Then there is Forumbee which in addition to the knowledge base offers a variety of community forums that include discussion, Q&A and feedback to improve customer & employee interaction. There is also an option to provide private or restricted communities that have selective knowledge base access which is based on defined business rules. The product is also available for access via mobile devices.

Smart Support on the other hand is offered as a web based solution and can be integrated with call centers, live chat and helpdesk systems for query resolution. Additionally the product supports full customization to meet business process requirements.

SmartSupport Pricing Information

The price depends on the deployment option and it is only available by request

SmartSupport demo

25 questions to ask the vendor on SmartSupport demo

SmartSupport Categories

CRM
Call Center
Complaint Management
Customer Engagement
Help Desk
Online CRM
Online Community
Self-Service Portal
Small Business CRM
Marketing Automation
Hotel CRM
Knowledge Management

Specifications

Company:
Address: Satsop, WA
Customers: Start up, Small business, Medium business, Large business
Business Area: Cross Business Areas, Project Management
Platforms: Desktop, Cloud
Operating Systems: Mac OS, Windows, Linux

SmartSupport 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

SmartSupport Vs. Alternatives

ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
ITQlick score ITQlick Score is a 1 to 100 score, based on pricing, and functionality Vs. alternative solutions
Pricing score pricing Score is a 1 to 10 score, based on the TCO (cost of licences, customizations, training, hardware when relevant) Vs. alternative solutions
License pricing license pricing (if provided by the software vendor)
Hosting
Functionality score
Fit small business
Fit medium business
Fit large business
Software review
Compare
SmartSupport
ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
ITQlick Score
70/100
Pricing score Pricing score ranges between 1 to 10 while 1 is low TCO and 10 is high TCO (TCO - total cost of ownership: cost of licences, customizations, training, hardware when relevant) Vs. alternative solutions
8/10
License pricing license pricing (if provided by the software vendor)
$199 Per month/user
Hosting
Cloud
Functionality score
29
Fit small business
Fit medium business
Fit large business
Software review
TeamViewer
ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
ITQlick Score
92/100
Pricing score Pricing score ranges between 1 to 10 while 1 is low TCO and 10 is high TCO (TCO - total cost of ownership: cost of licences, customizations, training, hardware when relevant) Vs. alternative solutions
6/10
License pricing license pricing (if provided by the software vendor)
Has free version
Hosting
On premise and Cloud
Functionality score
15
Fit small business
Fit medium business
Fit large business
Software review
ConnectWise
ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
ITQlick Score
87/100
Pricing score Pricing score ranges between 1 to 10 while 1 is low TCO and 10 is high TCO (TCO - total cost of ownership: cost of licences, customizations, training, hardware when relevant) Vs. alternative solutions
2/10
License pricing license pricing (if provided by the software vendor)
$19 Per month/user
Hosting
On premise and Cloud
Functionality score
15
Fit small business
Fit medium business
Fit large business
Software review
GoToMyPC
ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
ITQlick Score
86/100
Pricing score Pricing score ranges between 1 to 10 while 1 is low TCO and 10 is high TCO (TCO - total cost of ownership: cost of licences, customizations, training, hardware when relevant) Vs. alternative solutions
6.4/10
License pricing license pricing (if provided by the software vendor)
$99 Per year/user
Hosting
On premise and Cloud
Functionality score
4
Fit small business
Fit medium business
Fit large business
Software review
Splashtop
ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
ITQlick Score
84/100
Pricing score Pricing score ranges between 1 to 10 while 1 is low TCO and 10 is high TCO (TCO - total cost of ownership: cost of licences, customizations, training, hardware when relevant) Vs. alternative solutions
3/10
License pricing license pricing (if provided by the software vendor)
$60 Per year/user
Hosting
On premise and Cloud
Functionality score
5
Fit small business
Fit medium business
Fit large business
Software review