Web Self-Service Leader Ensures that Graphical Step-by-Step Support Content Matches New Site’s Functionality

Seattle, WA — November 6, 2007 — SafeHarbor Technology Corporation, expert at moving customer service to the Web, announced the completion of a website redesign project for one of its key clients. For many businesses, website upgrades and redesigns occur annually. In this case, it is vital for SafeHarbor’s client to keep their online presence updated and fresh with quarterly website redesigns to stay competitive in the marketplace

Redesign projects such as this can have significant ramifications regarding the support infrastructure for a site. SafeHarbor worked closely with the client to ensure that its graphical step-by-step support content matched the new site and functionality. The project included consolidation of the content within the knowledgebase.

Historically, the client’s site provided different user experiences based on the product the customer was inquiring about and could be confusing. The upgrade/redesign streamlined this information making navigation for customers simple and easy. SafeHarbor’s knowledge engineers used test accounts in the client’s review environment and updated the content, taxonomy and support experience to match the new functionality and service features of the client’s updated product.

Ensuring that the knowledgebase aligns with the updated site is vital as both customers and call center agents of the client must be able to quickly access accurate information. If information is difficult to find or navigate through, customer satisfaction levels decline and customers can be lost. SafeHarbor works with its clients using a combination of software and services to create web environments that provide immediate access to information, supported by easy-to-find links that can be specifically personalized for client needs. Knowledgebase management and hosting services also round out SafeHarbor’s offerings.

“SafeHarbor worked closely with our client to make sure that the site redesign was completely aligned with the site’s infrastructure and knowledgebase,” said Dianne West, vice president of sales, SafeHarbor Technology Corporation. “By doing so, we were able to ensure that functionality was uninterrupted and customers receive what they need when they visit the site.”

About SafeHarbor Technology Corporation
SafeHarbor Technology Corporation is expert at moving customer service to the Web. SafeHarbor partners with clients to create a culture of self service through technology and business practices.

SafeHarbor’s fast, flexible and focused solution improves self service information so customers can find answers to questions via the web instead of placing a customer service call. This results in lower support costs, higher user satisfaction levels and solves the challenges faced by companies with complex product lines and diverse user groups.

Since 1998, SafeHarbor has provided support solutions to businesses of all sizes and industries, including American Airlines, IBM, T-Mobile, Washington Mutual, the State of Washington and SunTrust Banks.

For more information, please visit www.safeharbor.com.

SafeHarbor Technology Corporation Press Contact:
Harry A. Thomas
360-482-1529
harry.thomas@safeharbor.com