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Enghouse eKMS Logo

Enghouse eKMS

Internal & external knowledge base and forum management

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Enghouse eKMS Pricing, Features, Reviews and Alternatives

Enghouse eKMS product overview

What is Enghouse eKMS?

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.

Key benefits of using Enghouse eKMS

Simple and Intuitive

SmartSupport is extremely easy to deploy. The web-based application is a SaaS, all-in-one, plug-and-play solution that works in any web environment and integrates with third-party software. Because SmartSupport is cloud-based, it requires no IT maintenance on the part of the user. Safeharbor takes care of all the updates, scaling needs, and custom technological upgrades so you can concentrate on running your business. If you are looking to add a powerful knowledge base and community forum management capabilities to your website without, look no further.

External users are presented with familiar forum and knowledge base tools which allow customer to quickly find the most relevant answers. Whether it is the forums page, knowledge base article library, forms menu, or some other feature, the visitor can easily navigate the support page and, if needed, escalate to an alternative channel such chat, email, or phone. Over a decade of experience working with help-desk and call-center services has given Safeharbor a firm understanding of how to provide and manage these services best for our customers.

Accessing the application is also extremely easy. Because SmartSupport is web-based, you can access it from any mobile, smartphone, or tablet device on the go. This is especially useful if you have field agents who depend on reliable access to a knowledgebase. In addition, SmartSupport is fully integrated with social media allowing you to listen to customer comments, join conversations, and broadcast the latest new about your company. SmartSupport provides customers and employees full flexibility in accessing, interacting with and updating support content information.


Powerful and Customizable

SmartSupport combines many powerful knowledge management tools and features delivering an application that goes far beyond the average kb program. With SmartSupport you also get to choose exactly what equipment you need for your website and how you want to implement it – from customizable features to UI appearance and CSS branding. Whether you want a standalone knowledge base application, forums, or a unified platform, SmartSupport is an extremely customizable and powerful knowledge management platform.

SmartSupport gives knowledge base administrators great flexibility in managing and improving content by offering a wide selection of tools and features to work with. Equipped with a Smart Search engine, Advanced Reporting, Ticketing System, Workflows, Custom Forms, Alert, our own patent-pending SmartTEST Article Optimizer and many more, SmartSupport offers the latest in technological innovation.


Cost-effective:

The simplicity of the application doesn’t only save you the headaches of managing a knowledge base, SmartSupport™ is extremely cost effective yielding an ROI within six months or less. Quick and accurate answers maximize call deflection and improve agent performance saving you time and money.

In addition, SmartSupport doesn’t only help you manage and organize your content, but also improves the quality of you knowledge base. Using analytical data and our SmartTEST Article Optimizer you will be able to create better performing content that will further improve your ROI. SmartSupport is a powerful, yet simple way to manage your knowledge.

Typical customers

Freelancers
Small businesses
Mid size businesses
Large enterprises

Platforms supported

Web
Android
iPhone/iPad

Support options

Chat
24/7 (Live rep)

Training options

In Person
Documentation
Live Online

Enghouse eKMS pricing information

Value for money

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Starting from

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Pricing options

Free plan
Subscription
Free trial
Pricing range

Value for money contenders

Enghouse eKMS features

Functionality

3.9

/5

12

Total features

19

6 categories

Most valued features by users

Collaboration Tools
API
Commenting/Notes
Content Management
Reporting & Statistics
Contact Management
Knowledge Base Management
Real Time Notifications

Enghouse eKMS users reviews

Overall Rating

4.2

/5

12

Positive reviews

Rating breakdown
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7.44/10
Rating distribution

5

4

3

2

1

6

4

2

0

0

Pros
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.
The Safeharbor support team has provided excellent service by training during conversion, helping to improve our site, and answering questions whenever necessary.
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.
Cons
Sometimes, the product can be difficult to navigate and a little confusing.
The fact that I was really unsure on how to get started.
Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

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SmartSupport Review

Reviewed 10 years ago

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!

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Excellent!

Reviewed 8 years ago
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.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend6/10

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SMART Support

Reviewed 8 years ago
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.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

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SmarSupport Product Evaluation. CyberGlove User Forum Support

Reviewed 11 years ago

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.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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SmartSupport Review

Reviewed 8 years ago
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.

Enghouse eKMS FAQs and common questions

Q. What type of pricing plans does Enghouse eKMS offer?

Enghouse eKMS has the following pricing plans:
Pricing model: Open Source
Free Trial: Available


Q. Who are the typical users of Enghouse eKMS?

Enghouse eKMS has the following typical customers:
Freelancers, Large Enterprises, Mid Size Business, Non Profit, Public Administrations, Small Business


Q. What languages does Enghouse eKMS support?

Enghouse eKMS supports the following languages:
English


Q. Does Enghouse eKMS support mobile devices?

Enghouse eKMS supports the following devices:
Android


Q. Does Enghouse eKMS offer an API?

Yes, Enghouse eKMS has an API available for use.


Q. What level of support does Enghouse eKMS offer?

Enghouse eKMS offers the following support options:
Chat, 24/7 (Live rep)

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