SmartSupport Features

SmartSupport

Internal & external knowledge base and forum management

4.21/5 (12 reviews)

SmartSupport Feature Summary

  • Powerful Search Engine - index all of your knowledge
  • Easy-to-use dashboard for KB management
  • Workflows allow for agent collaboration and specialization
  • A ticketing system helps improves call deflection
  • Integrate Alerts, Forms, and other customer features
  • SmartTEST Article Optimizer - improve your content quality
  • Helpdesk integration

Competitor Feature Comparison

API
Access Control
Activity Tracking
Automatic Lead Distribution
Call Monitoring
Call Recording
Categorization
Chat
Collaboration Tools
Commenting
Communication Management
Custom Fields
Custom Forms
Customer Complaint Tracking
Customizable Reporting
Customizable Templates
Email Integration
Email Notifications
Email Templates
Escalation Management
Instant Messaging
Multi-Language
Online Forums
Performance Reports
Project Time Tracking
Rules-Based Workflow
Scheduled Reporting
Search Functionality
Status Tracking
Summary Reports
Support Ticket Management
Support Ticket Tracking
Tagging
Third Party Integration
Time Clock Integration
Widgets
Workflow Management
Learn moreCompare App
API
Access Control
Activity Tracking
Automatic Lead Distribution
Call Monitoring
Call Recording
Categorization
Chat
Collaboration Tools
Commenting
Communication Management
Custom Fields
Custom Forms
Customer Complaint Tracking
Customizable Reporting
Customizable Templates
Email Integration
Email Notifications
Email Templates
Escalation Management
Instant Messaging
Multi-Language
Online Forums
Performance Reports
Project Time Tracking
Rules-Based Workflow
Scheduled Reporting
Search Functionality
Status Tracking
Summary Reports
Support Ticket Management
Support Ticket Tracking
Tagging
Third Party Integration
Time Clock Integration
Widgets
Workflow Management
Visit WebsiteCompare App
API
Access Control
Activity Tracking
Automatic Lead Distribution
Call Monitoring
Call Recording
Categorization
Chat
Collaboration Tools
Commenting
Communication Management
Custom Fields
Custom Forms
Customer Complaint Tracking
Customizable Reporting
Customizable Templates
Email Integration
Email Notifications
Email Templates
Escalation Management
Instant Messaging
Multi-Language
Online Forums
Performance Reports
Project Time Tracking
Rules-Based Workflow
Scheduled Reporting
Search Functionality
Status Tracking
Summary Reports
Support Ticket Management
Support Ticket Tracking
Tagging
Third Party Integration
Time Clock Integration
Widgets
Workflow Management
Visit WebsiteCompare App

SmartSupport Feature Reviews

8 reviewers had the following to say about SmartSupport's features:

Brian Szkarlat

SmartSupport Review

2017-01-30

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.

Rating breakdown

Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Weekly

Likelihood to recommend

8/10
Source: Software Advice
Helpful?   Yes   No
Read more
Pete Sumers

Review for SmartSupport

2014-11-21

Pros

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

Cons

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

Rating breakdown

Ease of use
Features
Customer support

Likelihood to recommend

5/10

Recommendations to others considering SmartSupport

Check pricing of other products before purchasing, as prices vary.

Source: Software Advice
Helpful?   Yes   No
Read more
Kim Weems

SmartSupport Review

2012-08-13

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

Also able to pull reports quickly.

Cons

We have not had any issues. SmartSupport has provided everything our last knowledge base did, and much more!

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Steve Roszko

SmartSupport App

2011-10-18

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.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Faisal Yazadi

SmarSupport Product Evaluation. CyberGlove User Forum Support

2011-10-19

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

We were up and running in a very short time. Very feature rich support environment

Cons

Everything is working great.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Samantha Campbell

Excellent!

2014-10-28

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.

Rating breakdown

Ease of use
Features
Customer support

Likelihood to recommend

10/10

Recommendations to others considering SmartSupport

Make sure you look at things closely when you are doing the vendor demos, it is critical to understand what you are buying.

Source: Software Advice
Helpful?   Yes   No
Read more
Heather Wade

SMART Support

2014-10-28

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.

Rating breakdown

Ease of use
Features
Customer support

Likelihood to recommend

6/10

Recommendations to others considering SmartSupport

To play around with it to learn the ins and outs. That is the best way to learn.

Source: Software Advice
Helpful?   Yes   No
Read more
Stephanie OBrien

Works Well

2014-10-27

Pros

Anytime I need help it is easy to get.

Cons

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

Rating breakdown

Ease of use
Features
Customer support

Likelihood to recommend

6/10

Recommendations to others considering SmartSupport

Take your time to really learn it, then it goes easier.

Source: Software Advice
Helpful?   Yes   No
Read more