Web Self-Service Leader Ensures Success for Client by Measuring Satisfaction Levels with Pilot Chat Program

Seattle, WA — November 30, 2007 — SafeHarbor Technology Corporation, expert at moving customer service to the Web, recently utilized its Survey on Demand to help one of its key clients compare customer satisfaction levels between a pilot chat customer support program and an existing email support channel. The goal of the project was to provide the client with actionable data to decide whether the chat support program should be adopted.

This decision was significant for SafeHarbor’s client with potential major impacts on both customer satisfaction and the bottom line. It was vital to determine and ensure that the chat support services would generate as good, or better, customer satisfaction levels as the email service. If the chat program could be adopted, the client would be able to lower support expenses significantly while maintaining or increasing customer satisfaction. According to a 2006 report from the Help Desk Institute’s annual Practices & Salary Survey, an email customer service interaction can cost up to $16 versus an approximate cost of $5.37 for a chat customer service interaction according to Gartner’s report, Implementing Web Chat Improves IT Service Delivery.

SafeHarbor specializes in helping clients effectively measure customer reaction and satisfaction levels. Utilizing its Survey on Demand, SafeHarbor first developed survey questions in collaboration with the client and distributed them to the client-defined participant list by email invitation. End user response was a success with a 15 per cent response rate. During the survey, the client also had access to an online portal to monitor progress.

SafeHarbor’s approach provided its client with clearly defined goals, tested data collection methods, analysts to evaluate the metrics, and a completely candid review of the results with which to base decisions for next steps. As a result, the client was able to adopt the chat support channel with confidence knowing that customer satisfaction levels and their bottom line would benefit.

SafeHarbor works closely with clients to provide their customers with access to the information and assistance best suited for their preferences. SafeHarbor works with 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 important components of SafeHarbor’s offerings.

“Implementing a chat program was a high-impact decision for our client to make and SafeHarbor worked closely with them to ensure that actionable data was collected,” said Dianne West, vice president of sales, SafeHarbor Technology Corporation. “We were pleased to play a vital role to provide our client with the information they needed to make an important business decision that will have a positive, and significant, effect on the satisfaction levels of their customers.”

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