Web Self-Service Leader Ensures that Graphical Step-by-Step Support Content Matches New Updates to Site

Seattle, WA — November 6, 2007 — SafeHarbor Technology Corporation, expert at moving customer service to the Web, recently expanded knowledgebase functions for one of its key client’s to support the addition of new products to their website. To stay ahead of the competition, SafeHarbor’s client needs to release time-sensitive products that will arrive at the marketplace before those of their competitors and relies on SafeHarbor to keep their support site up-to-date whenever they release a new product.

Adding new products to a website environment can significantly impact the site’s support infrastructure. SafeHarbor’s knowledge engineers have extensive expertise to add new products into an existing knowledgebase and they worked closely with the client to ensure that every element, including the graphical step-by-step support content, corresponded to the new products and information

To enable the client’s customers to find the information they need easily and quickly, SafeHarbor’s knowledge engineers built in context sensitive help capabilities. Next, Frequently Asked Questions were created based on a list of suggested topics from the client. Finally, graphical step-by-step articles were developed and tested from the user’s perspective for the new product.

Ensuring that the knowledgebase aligns with updated information on the site is vital as both customers and call center agents of the client must be able to quickly find answers to their questions. 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 are also a significant component of SafeHarbor’s offerings.

“Launching new products and featuring them on a website is a big job in itself, and we were pleased to help our client expand the knowledgebase to support these changes on their site,” said Dianne West, vice president of sales, SafeHarbor Technology Corporation. “By working closely with the client, we were able to develop the product support infrastructure needed to ensure that their 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