Safeharbor Knowledge Solutions, knowledge management solutions and services provider, has launched its SmartTEST Article Optimizer for maximizing a company's knowledge base ROI. SmartTEST provides testing and analytics to help companies create quality content for their knowledge base that is useful and engaging for customers and prospects. SmartTEST furthers Safeharbor's goal of constantly improving call deflection rates to minimize call center costs and to put product and services knowledge in the hands of the customer.
SmartTEST takes the guess work out of whether an article in your knowledge base is useful or not. With A/B testing methodologies and article-to-article comparisons, SmartTEST provides quantitative data to back up your content and help improve its quality. The tests and results are presented in robust reporting and analytics that covers everything from subject lines and key phrases to page scrolling and prior activity.
The platform is automated and easy-to-use, so anyone can use it, not just an IT or knowledge base administrator. You can set performance benchmarks for the system and SmartTEST will run performance runs until the benchmark is satisfied. When a page has demonstrated stronger customer satisfaction or ROI, SmartTEST will use it to replace underperforming content.
SmartTEST integrates completely with Safeharbor's SmartSupport solution and can also be used as a stand-alone feature with third party knowledge base applications.
DreamSimplicity recently reviewed Safeharbor and its core product, SmartSupport. Read the review to learn more about Safeharbor Knowledge Solutions.