SmartSupport™



Welcome to SmartSupport™ – the next generation knowledge management tool – a unified, internal and external facing knowledge base and community platform. Join small companies and Fortune 500 companies that have chosen SmartSupport™.

SmartSupport Overview

Scalable and Cloud Based:

A lightweight cloud-based application, SmartSupport™ is easy to integrate into any framework. The power of the cloud eliminates the technical complexity and cost that comes with other knowledge based systems. Grow your business and easily add SmartSupport™ capacity as you go; the upgrades are automatic and scaling is seamless. Get the application set-up and running on your website within minutes!

Simple and Intuitive:

SmartSupport Single Platform

An all-in-one, plug-and-play solution, SmartSupport™ allows companies to provide their customers and employees full flexibility in accessing, interacting with and updating support content information. The application is equipped with a sophisticated search engine which relies on state-of-the-art technology to return the most relevant results. Faceted search options gives you personalized control of your results. Quicker and more accurate results put the knowledge base at your customers’ and agents’ fingertips, saving time and money.

Cost-effective:

The simplicity of the application doesn’t only save you the headaches of managing a knowledgebase. SmartSupport™ is extremely cost effective, yielding an ROI within six months or less. The application works like a utility: you only pay for what you need. The features are highly customizable to fit the specific needs of your company and the single-platform cloud architecture allows you to focus on the core aspects of your business, not the technical details of the support system.

Feature-rich:

Multiple languages, easy real-time editing, agent templates and workflows, community forums and comments, as well as full access to our world class knowledge management team make SmartSupport™ a cutting-edge product at an affordable price. SmartSupport™ provides you with a powerful dashboard that allows you to extensively manage, analyze and improve your knowledge base.

Unified Knowledge Base and Forum Community

Maximize deflections by turning your customers into your champions:

Scale your support organization by harvesting community knowledge. Using our advanced community forum system you can rely on customer input to grow your knowledge base, improve the quality of your content and offer the most relevant and precise answers.

Easily manage every aspect of your knowledge base with an intuitive dashboard:

SmartSupport™ offers a wide range of tools to help you filter, sort, assign and prioritize your knowledge base. You have full control over your content: create tags, add comments, and even set up permission-based workflows for publishing, updating and routing knowledge among your in-house or field agents.

Streamline your knowledge base to provide rich and relevant answers:

SmartSupport™ provides the technology tools and certified Knowledge Engineers to help with content creation, consolidation and taxonomy while improving call deflections through knowledge base and contact center alignment.

Realize the value of your customers as forum community experts:

Our forum community equips companies with a power tool for delivering exceptional customer support. Community software provides valuable insight into changing customer needs and creates a platform for immediate feedback about products, services, and how your company is perceived. When you empower consumers to share experiences, ideas and advice, they become trusted resources for cost-effective peer-to-peer support. In the process, the customers’ contributions turn them into community experts and generate reusable content for your knowledge base.


Intuitive Controls

A smarter, more efficient way to serve, support, retain and engage your customers:

SmartSupport™ connects you with your customers through a user-friendly control panel that allows you to provide assistance quickly and efficiently. An easy-to-use dashboard allows you to manage your knowledge base and organize forums, faqs and articles to better fit the needs of your customers. Set up moderator controls for your agents and customers, 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. Managing forums has never been easier.

SmartSupport™ adapts to the user rather than the user adapting to the application:

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. Whether the user is a customer, a call center agent or a remote sales agent with a smart phone or mobile tablet, the highly configurable multi-channel engine can be used to:

  • Quickly gather critical support content
  • Easily forward, post and reply using workflows
  • Analyze, improve and update support content with ease

Connect with your customers through Social Media:

Today’s customers are highly reliant in social network to share their experiences with the entire world as well as to get feedback. SmartSupport™ has a fully integrated social media support which allows you to listen to customer comments and join the conversation. Social Media seamlessly integrates into SmartSupport™ giving you an even more comprehensive view of your customers.


Smart Search Technology

Put your knowledge base and community at your customers’ and agents’ fingertips

Great for customers: SmartSupport™’s full-text, tagging and faceted search offers excellent search capabilities, relevancy and accuracy. By understanding the intent behind each question and filtering the available information, Smart Search is able to quickly lead customers to the most relevant and helpful information. SmartSupport™ provides your customer with information they can act on and are guided through an intuitive and satisfying experience from start to finish.

Great for agents: Your customer service agents can use our agent templates to search 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 more productive and informed.

Reduce the time between search and resolution:
Smart Search provides significant flexibility and search term relevance that improves the speed and accuracy of searches. Powerful full-text search, hit highlighting and rich document handling bring back accurate results across the entire platform. The faceted search features allow for guided navigation by:

  • Categorizing search results into relevant categories or attributes
  • Isolating search results through easy-to-use “drill down” features
  • Sorting returns based on relevancy, date or data type across forum posts and articles


Reporting and Analytics

Use SmartSupport™’s reports and analytics 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 Knowledgebase 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.