Welcome to SmartSupport™ – the next generation knowledge management tool. Whether you are looking for an internal & external facing knowledge base or a community forum application, SmartSupport™ offers a unified, all-in-one knowledge management solution. Join small, medium, and Fortune-500 companies that have chosen SmartSupport™ for their knowledge management needs. It’s a powerful, yet simple way to manage knowledge.

Using SmartSupport™ is extremely easy. The user-friendly control panel equips knowledge base administrators with sophisticated tools while making internal management simple and intuitive. External users are presented with a familiar forum and knowledge base environment which quickly guide customers to the most relevant answers. SmartSupport™ provides customers and employees full flexibility in searching, accessing, interacting with and updating support content information.

SmartSupport is equipped with SmartSearch – a robust search engine that indexes all uploaded information, from articles to forum posts to any other type of knowledge base content. SmartSearch provides natural language and faceted search capabilities, hit highlighting and rich document handling, tagging, case base reasoning, rich document support, hit-highlighting, and dynamic clustering features making it extremely powerful at finding precise answers. SmartSupport™ also features our patented SmartTEST™ Article Optimizer, Advanced Reporting, a Ticketing System and more. Offering the technological innovation, the application easily integrates with third-party software and is customized to fit the specific needs of your business.

The simplicity of the application doesn’t only save you the headaches of managing a knowledge base, SmartSupport™ is extremely cost effective and has returned positive ROI in as little as two months. Quick and accurate answers maximize call deflection and improve agent performance, saving you time and money. And because the software is cloud-based, you’ll never need to deal with any IT issues. Focus on the core aspects of your business, not the technical details of a support system.

Maximize the Power of Shared Knowledge

The unified knowledge base and community forum platform is equipped with a wide range of tools designed to connect users with answers quickly and efficiently. Offering a powerful search engine, reporting and analytical tools, multiple languages, unlimited entries and categories, active response system, workflows, real-time editor, multiple users and groups with permissions, article templates and snippets, customizable themes, statistics, drafts and auto-saving and much more – SmartSupport™ a cutting-edge product at an affordable price.



Unified Knowledge Base and Community Forum Platform

  • SmartSupport™ deflects inbound call volume and improves customer service by providing access to a powerful and comprehensive platform that unifies knowledge base and community forums.
  • The centralized platform gives you complete control over your knowledge content: natural language, full-text, tagging, rich document, case base reasoning, and faceted SmartSearch technology offer excellent search capabilities, relevancy and accuracy.
  • Use the Forum Community to grow your knowledge base and realize the value of your customers.
  • Integrated alternate support channels allow customers to seamlessly escalate to email, chat, or call if the answer cannot be found.
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Internal Knowledge Base

  • SmartSupport™ gives you full control over your content. From creating rich articles that are thoroughly indexed by our robust search engine to setting up permission-based workflows for publishing, updating and routing information among your in-house or field agents.
  • An intuitive dashboard allows agents to access and edit knowledge base content on the go, collaborate with the team on customer inquiries and ticket resolution tasks, track most frequently asked questions, post alerts, build custom forms, train new agents, and much more.
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External Knowledge Base

  • The powerful SmartSearch engine allows customers to quickly research the most relevant answers and intuitive knowledge base and forum tools simplify navigation and use.
  • Integrated alternate support channels allow customers to seamlessly escalate to email, chat, or call if the answer cannot be found and use our ticketing engine to track escalations.
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Forums

  • Maximize deflections and ROI by turning your customers into your champions. Use the Forum Community to grow your external knowledge base and realize the value of your customers.
  • Email is dead! With SmartSupport forums you have the same workflow, routing and notification capabilities as email so you can ensure no post is missed and will be addressed correctly. SmartSupport forums offer the same moderator controls and analytical tools that come with the knowledge base. Easy posting, threads, a powerful search engine, and more.
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Tools and Features

  • Powerful reporting tools allow users to carefully measure content performance and help identify up-sell and cross-sell opportunities.
  • SmartSupport™ is built on cutting edge technology and seamlessly integrates with third party software and other CRM platforms.
  • SmartSupport™ fully integrates with all of today’s social media channels.
  • Our patent pending SmartTEST™ Article Optimizer studies users’ behavior to help you improve the quality of your knowledge base content.
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