Enghouse eKMS - 2026 Pricing, Features, Reviews & Alternatives

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.