Web-based customer support service launches to combat inefficiencies of traditional call centre model
SafeHarbor launches Internet customer service solution in the UK

London, 29th January — SafeHarbor, an Internet customer service outsourcer, today announced its UK launch. SafeHarbor provides clients with a managed customer service solution that dramatically improves the quality of customer service, cuts costs and increases efficiency by creating a powerful Knowledge Base of solutions designed to be clear and simple for end users. The Internet database stores solutions to the most commonly asked questions and provides answers through clear step by step diagrams and screen shots. The solution is further supported by real-time chat services, a personalised guide for customer or sales support engagements and a transparency service that enables companies to maintain their identity.

"The traditional call centre model is no longer effective in today's market, not only because of the expense," comments Bo Wandell, president, SafeHarbor. "As more transactions take place over the Internet, customers need a support service that is designed for their specific needs. Customers are tired of waiting on hold for a customer support representative who's often unable to answer their question. With SafeHarbor's service they can find the solution to the problem themselves on a company's Website, and where necessary contact a support representative".

SafeHarbor offer a solution to companies trying to find an effective response to the increasing pressure to provide quality customer service. Call centres have received criticism for their inefficiencies and cost. Research by Forrester shows that the average cost of a telephone incident is $33, whereas for a Web-based solution the figure falls to $1.17.

SafeHarbor centres its service on the Knowledge Base, a database of visual solutions to common queries that incorporates graphical diagrams, screen shots and schematics to guide the user through the steps required to resolve their problem or inquiry. The majority of queries can be solved from within the Knowledge Base because it is developed from extensive research into known issues and commonly asked questions. After the initial development, the Knowledge Base is continually updated by adding solutions to new questions as they arise through a patent-pending process developed by SafeHarbor.

When customers are unable to find a solution or prefer one-to-one support, they can submit a personalised inquiry to a SafeHarbor representative called a Web Case. E-mail, chat and the telephone are also available for one-to-one support, so the end-user can choose the channel they are most comfortable with.

Because SafeHarbor's Knowledge Engineers work closely with companies to develop the Knowledge Base, they understand their customer's business with greater depth than a typical outsourced customer service centre. SafeHarbor is therefore able to support even very complex products and services.

By outsourcing customer support and interaction services to SafeHarbor, progressive companies can scale immediately to fuel company growth, providing world-class Web-based customer service while reducing start-up and support costs. Current clients using SafeHarbor's solutions include eCharge, Amdahl, Scudder and Aventail.

About SafeHarbor Technology Corporation
SafeHarbor is the pioneer in delivering Web-based self-service customer support services to companies with e-business initiatives, with special expertise in financial services, technology, online exchanges and government agencies. Because the Web has changed the way people seek information, Web self-help customer service has become a fundamental requirement for doing business in the digital economy. Our graphical Knowledge Bases-backed by one-to-one support via Web Case, e-mail, chat and the phone-increase customer satisfaction while reducing cost and time to market. SafeHarbor's solutions are developed by expert Knowledge Engineers and backed by a state-of-the-art technical infrastructure, enabling progressive companies to scale instantly and fuel company growth. SafeHarbor's corporate headquarters are located at the Satsop Development Park 90 minutes outside Seattle; the company also has offices in Seattle, San Francisco, New York, Chicago and London. For more information, please visit online at online at www.safeharbor.co.uk.

 

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