SmartSupport Software

4.21 / 5 (12)

About SmartSupport


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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Supported Operating System(s):

Mac OS, Web browser (OS agnostic)

12 Reviews of SmartSupport

Average User Ratings

Overall

4.21 / 5 stars

Ease-of-use

4.0

Customer support

4.5

Functionality

4.0

Ratings Snapshot

5 stars

(4)

4 stars

(5)

3 stars

(3)

2 stars

(0)

1 stars

(0)

Likelihood to Recommend

Not likely

Very likely

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Showing 1-12 of 12 reviews

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August 2012

Kim from American Airlines

Review Source: Capterra


Ease-of-use

5.0

Customer support

5.0

August 2012

SmartSupport Review

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!

October 2014

Samantha from Intel


Ease-of-use

4.0

Customer support

3.5

Functionality

3.5

October 2014

Excellent!

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.

October 2011

Faisal from CyberGlove Systems LLC

Review Source: Capterra


Ease-of-use

5.0

Customer support

5.0

October 2011

SmarSupport Product Evaluation. CyberGlove User Forum 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.

October 2014

Rebecca from University of Alaska


Ease-of-use

3.0

Customer support

5.0

Functionality

4.0

October 2014

SmartSupport Review

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.

October 2014

Amy from Norfolk Southern Corp


Ease-of-use

4.5

Customer support

5.0

Functionality

4.5

October 2014

Love SmartSupport!

Pros

Ease of use and great customer service. Cutting-edge technology.

Cons

I do not have anything about SmartSupport that I do not like at this time.

October 2014

Patty from FAA, Department of Transportation


Ease-of-use

4.0

Customer support

4.0

Functionality

4.0

October 2014

I would recomend this

Pros

Quick response. They are very attentive and are always exetremely helpful.

Cons

I don't have anything negative to say about this product or this vendor.

October 2014

Heather from VBCPS


Ease-of-use

3.0

Customer support

3.5

Functionality

3.5

October 2014

SMART Support

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.

November 2014

Pete from Abletex


Ease-of-use

3.0

Customer support

5.0

Functionality

5.0

November 2014

Review for SmartSupport

Pros

On time, convenience, and customer support is generally good.

Cons

There is nothing to report about what I do not like.

October 2011

Steve from BikeReg.com

Review Source: Capterra


Ease-of-use

5.0

Customer support

5.0

October 2011

SmartSupport App

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.

October 2014

Jessica from wal-mart


Ease-of-use

2.5

Customer support

3.0

Functionality

3.0

October 2014

Love smart support. Its everything a person needs to help them do what they need to do

Pros

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.

Cons

The fact that I was really unsure on how to get started. People had to help me with this to get it going.

January 2017

Brian from Midwest Foods

Company Size: 201-500 employees


Ease-of-use

4.0

Customer support

5.0

Functionality

5.0

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.

October 2014

Stephanie from Standard Heating


Ease-of-use

3.0

Customer support

3.0

Functionality

3.0

October 2014

Works Well

Pros

Ease of use for everyday applications. Anytime I need help it is easy to get.

Cons

Nothing. Things go well when working with them, I would suggest them to anyone.