SmartSupport Software
SmartSupport by Safeharbor Knowledge Solutions is a plug-and-play knowledge base solution that caters to businesses of all sizes across various industries. The solution lets users streamline customer support and web self-service by providing them with knowledge base management tools. Users get full control over support content which helps them manage operational costs and productivity.
SmartSupport allows users create articles with real-time editing, preview and publishing capabilities. It allows users to upload documents, videos, images and more into the editor. SmartSupport's search engine is based on natural language search, hit highlighting, faceted navigation, document handling, content tagging and more that helps users to find relevant information.
Additionally, SmartSupport offers troubleshooting guides, support content on-the-fly, custom forms, reports and analytics, custom themes, third-party application integrations and a configurable workflow.
Support is offered via phone and email during business hours on weekdays.
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Creating a Custom Form in SmartSupport -
SmartTEST Article Optimizer -
Advanced Reporting and Analytical Tools -
SmartSupport - Administrator Dashboard -
Knowledge Base Article Editor
Supported Operating System(s):
Mac OS, Web browser (OS agnostic)
12 Reviews of SmartSupport
Brian from Midwest Foods
Specialty: Food / Beverage
Employees number: 201-500 employees
January 2017
January 2017
SmartSupport Review
The customer support is great and the search function is fast and easy.
Pros
Being able to access information quickly.
Cons
There is nothing at this time that I do not like.
Pete from Abletex
Specialty: Advertising
November 2014
November 2014
Review for SmartSupport
Likes Best
On time, convenience, and customer support is generally good.
Likes Least
There is nothing to report about what I do not like.
Recommendations
Check pricing of other products before purchasing, as prices vary.
Patty from FAA, Department of Transportation
Specialty: Transportation
October 2014
October 2014
I would recomend this
Likes Best
Quick response. They are very attentive and are always exetremely helpful.
Likes Least
I don't have anything negative to say about this product or this vendor.
Recommendations
I don't have any resomendations for others evaulating software like this.
Jessica from wal-mart
Specialty: Retail
October 2014
October 2014
Love smart support. Its everything a person needs to help them do what they need to do
Likes Best
Love the way it helps me do what I need to do. Would recommend it to all the people that I know for IEEE. It would be great to have it help more people.
Likes Least
The fact that I was really unsure on how to get started. People had to help me with this to get it going.
Recommendations
Take your time and learn it. For this is a great program and can help you do tons of stuff once you figure it out.
Amy from Norfolk Southern Corp
Specialty: Transportation
October 2014
October 2014
Love SmartSupport!
Likes Best
Ease of use and great customer service. Cutting-edge technology.
Likes Least
I do not have anything about SmartSupport that I do not like at this time.
Recommendations
I would suggest using it for at least five weeks to get a really good feel for its capabilities.
Heather from VBCPS
Specialty: Education
October 2014
October 2014
SMART Support
Likes Best
It is easy to use, and the customer service is great.
Likes Least
The technology glitches. Also, it would be nice to have one person to contact.
Recommendations
To play around with it to learn the ins and outs. That is the best way to learn.
Rebecca from University of Alaska
Specialty: Education
October 2014
October 2014
SmartSupport Review
Likes Best
I like the quality and customer service. I always feel like I am speaking to someone knowledgable.
Likes Least
Sometimes, the product can be difficult to navigate and a little confusing.
Recommendations
Look at how the customer service end of this product may be much better than others.
Samantha from Intel
Specialty: Software / IT
October 2014
October 2014
Excellent!
Likes Best
Immediate response on upgrades and always going up and over the expectations of what we are looking for.
Likes Least
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.
Recommendations
Make sure you look at things closely when you are doing the vendor demos, it is critical to understand what you are buying.
Stephanie from Standard Heating
Specialty: Construction
October 2014
October 2014
Works Well
Likes Best
Ease of use for everyday applications. Anytime I need help it is easy to get.
Likes Least
Nothing. Things go well when working with them, I would suggest them to anyone.
Recommendations
Take your time to really learn it, then it goes easier.
Kim from American Airlines
August 2012
August 2012
SmartSupport Review
Ease-of-use
Usability
Product Quality
Quality
Support
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!
Faisal from CyberGlove Systems LLC
October 2011
October 2011
SmarSupport Product Evaluation. CyberGlove User Forum Support
Ease-of-use
Usability
Product Quality
Quality
Support
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.
Steve from BikeReg.com
October 2011
October 2011
SmartSupport App
Ease-of-use
Usability
Product Quality
Quality
Support
This has been a great upgrade from our prior kb solution.
Pros
Ease of integration. Quality of conversion from prior kb by Safeharbor staff.
Cons
We have had no issues.
