SafeHarbor Technology Corporation Partners with InstantService

Partnership to Expand Customer Support Solutions to Include Chat Services

From CRM Today

March 17, 2005

SafeHarbor Technology Corporation, a provider of customer interaction and business intelligence services announced its partnership with InstantService—a leading provider of customer communication technologies for online businesses and contact centers—to provide real-time yet cost-effective customer support to SafeHarbor customers.

The SafeHarbor chat service, powered by InstantService—called Click-2-Chat—allows contact center agents to provide immediate, first-contact resolution to customer questions via the Web, while saving companies money on each customer interaction through this cost-effective channel. Click-2-Chat uses proven technology carefully designed to capture data from each customer interaction, so companies can continuously improve the customer experience, monitor customer satisfaction levels, and increase ROI with real-time up-sell and cross-sell opportunities. As with all SafeHarbor solutions, Click-2-Chat is designed to easily integrate with existing e-commerce suites, knowledge bases, self-help engines and CRM systems.

"We're pleased to have SafeHarbor as a strategic partner," said Mike Lande, CEO of InstantService. "Chat is an increasingly ubiquitous communications tool, so it's only natural that companies like SafeHarbor are leveraging the technology to provide real-time assistance to customers as a cost-saving alternative to phone support. This partnership with SafeHarbor is compelling because InstantService and SafeHarbor are taking chat to the next level: InstantService by providing the top-notch chat technology; and SafeHarbor by adding their vision and know-how for harnessing the power of data."

SafeHarbor will leverage InstantService's expertise to provide the back-end support for the Click-2-Chat service, while SafeHarbor will offer its Web portal, client services and analytics expertise for InstantService to deliver value-added reports to its customers so they can make smarter business decisions.

"SafeHarbor's partnership with InstantService is an exciting and important one," said Annette Jacobs, Chairman and CEO of SafeHarbor Technology Corporation. "The addition of chat to our product portfolio really rounds out our existing offerings, by providing yet another cost-effective and real-time customer support channel. It was important for us to both find the right technology partner, as we did with InstantService, and to apply the analytics and reporting methodologies in order to provide a high-value, differentiated chat product to our customers."

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