Verio's Small to Medium Enterprise Hosting adopts SafeHarbor self-service support to improve service and reduce costs
Leading Web hosting company will unify online support for customers, employees and partners
SATSOP, Wash. (June 25, 2002) — SafeHarbor Technology Corp., provider of web-based customer and technical support services, today announced it will deliver web self-service support for Verio Inc.'s Small to Medium Enterprise Hosting business unit. Verio is a wholly owned subsidiary of global data communications provider NTT Communications Corporation (NTT Com).
SafeHarbor will provide advanced web self-service support for Verio's shared hosting customers. SafeHarbor will create, host and continually optimize a complete, customized web self-service support environment, which will be seamlessly accessible to customers through Verio's SME customer web site. In addition, Verio's telephone support associates will be able to send links with easy-to-use answers directly to customers, and filtered access to the support environment will be accessible to Verio resellers through the company's reseller site, providing unified support for both external and internal users.
"Verio recognized that one of the keys to providing the most beneficial self-service support for our customers is to ensure the answers to their questions remain current, relevant and easy to access," said Doug Schneider, president of Verio's SME hosting business unit. "SafeHarbor not only created the self-service support environment, but also continually improves its performance on an ongoing basis."
"Large technology companies are looking for ways to become more efficient and drive higher profits in a challenging economy," said Bo Wandell, SafeHarbor's president. "By contracting with SafeHarbor for the development and continuous optimization of their self-service support environment, Verio will continue to improve customer satisfaction while realizing reduced costs for support."
When people need customer support, typically about 80 percent of them are asking a question that has been asked before. SafeHarbor's web self-service anticipates these common questions, making this service more efficient than costly one-to-one telephone support, which often answers the same questions hundreds of times a day.
Verio is the latest enterprise to leverage SafeHarbor's expertise in customer and technical support. Other SafeHarbor clients include American Airlines, the world's largest airline company; Adobe Systems, the second-largest PC software company in the United States; and Washington Mutual, the country's seventh largest banking company.
About SafeHarbor Technology Corp.
SafeHarbor Technology Corp. is the world leader in delivering support as a service for companies who want to interact with customers online. SafeHarbor's service provides web self-service customer and technical support as a smarter alternative to traditional one-to-one customer service.
The company creates and continuously optimizes online support environments, building user preference for web self-service. This service improves site or application usability, support efficiencies and customer satisfaction for our clients. On average, over 80% of our clients' end-users get immediate answers through web self-service. The remaining 20% are answered by live, one-to-one support--including web case, e-mail and phone. This success rate helps clients significantly reduce support costs.
SafeHarbor's corporate headquarters are in Satsop, Wash.—90 miles southwest of Seattle. The company also has offices in Seattle and New York. To learn more, please visit www.safeharbor.com.
About Verio
Verio Inc. is a wholly owned subsidiary of NTT Communications (NTT Com), which provides long distance and international telecommunications reaching over 200 countries worldwide. Verio is the world's largest operator of Web sites for businesses and a leading provider of global IP solutions. NTT Com and Verio market their global IP solutions under the NTT/VERIO brand. The company offers businesses a broad range of Internet services, including Web hosting, dedicated access, virtual private networks, and managed service offerings, among other enhanced services. Verio supports its operations with highly reliable and scalable global infrastructure and systems including the NTT/VERIO Global IP Network, and provides Web hosting services to customers in more than 170 countries. The combination of Verio and NTT Com offers services to meet the growing and diverse needs of all businesses, including small to medium businesses, large global enterprises and multi-national corporations. More information can be found at www.verio.com and www.ntt.com/index-e.html.
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:
