SafeHarbor Launches Online Customer Support for Adobe Systems
Integrated support services enhance usability and reduce costs
SATSOP, Wash. (October 29, 2001) — SafeHarbor Technology Corporation, provider of Web-based customer support services, today announced it has launched customer service for eight software products for Adobe Systems Incorporated. Adobe (www.adobe.com), based in San Jose, Calif., is the second-largest PC software company in the United States, has annual revenues exceeding $1.2 billion, and employs more than 2,800 people worldwide.
For Adobe, SafeHarbor provides a customized Web self-help support environment, including problem determination tools such as a Troubleshooting Guide, which helps users quickly find product information. The customized Knowledge Base, which uses a sophisticated taxonomy to organize the content, delivers easy-to-use graphical answers to customer questions. The entire self-help environment is integrated seamlessly into Adobe's Web site.
SafeHarbor's service also gives Adobe customers a number of choices for accessing support. Users with support questions are first offered immediate answers on Adobe's Web site. This approach reduces support costs while it enhances Adobe's efforts to deliver an integrated Web-based customer experience.
In addition, SafeHarbor's staff provides one-to-one support through Web cases (an e-mail-like Web form), e-mail and telephone. Each user will have a personalized support page where they can review answers to earlier questions. This personalization can identify the user's information needs, such as what kind of computer and browser the customer is working from, to provide faster, more efficient help from SafeHarbor technicians.
"Adobe recognizes it is increasingly interacting with its customers online, and wants to provide an outstanding user experience," said Bo Wandell, SafeHarbor's president. "Adobe also realizes service is a key ingredient for a successful business. When customers need help, they're in no mood for phone trees, or a 24-hour wait for a return e-mail. Providing Web self-help, backed by choices for one-to-one support, results in successful customer interactions — it actually enhances the usability of their products — while helping control support costs."
Adobe is the latest enterprise in the technology sector to leverage SafeHarbor's expertise in customer and technical support. SafeHarbor also includes the State of Washington among its clients. Several state agencies rely on SafeHarbor to provide 24-hour online and traditional customer support to better serve state residents.
When people turn to customer service, generally about 80 percent of them are asking a question that has been asked before. SafeHarbor's Web self-help anticipates these common questions, making this service more efficient than the traditional call center approach, which often answers the same questions 100 times a day.
About SafeHarbor Technology Corp.
SafeHarbor Technology Corp. helps companies become more efficient with a smarter alternative to traditional one-to-one customer support. SafeHarbor's Semaphore Service™ provides Web self-help customer and technical support services.
The company creates and continuously optimizes online support environments. This Web self-help improves site or application usability, support efficiencies and customer satisfaction for our clients. The keys to our leadership in self-help are our advanced tools for problem determination, solution delivery, and for relationship and quality management. On average, 80% of our clients' end-users get immediate answers through Web self-help. The remaining 20% are answered by live, one-to-one support--including Web case, e-mail and phone. This success rate helps clients control costs.
SafeHarbor's corporate headquarters are in Satsop, Wash. — 90 miles southwest of Seattle. The company also has offices in Seattle, San Francisco and New York. To learn more, please visit www.safeharbor.com.
Press Contact:
Susan Cummings
SafeHarbor Technology Corporation
(206) 922-5000
sue@safeharbor.com
For more information about how SafeHarbor can help your company increase productivity, customer retention, satisfaction and loyalty—while reducing support costs—please contact us at:
