TiVo selects SafeHarbor technology for customer Web support
SafeHarbor to support Tivo's fast-growing customer base with cost-effective Web self-service
SATSOP, Wash. (Sept. 18, 2002) — SafeHarbor Technology Corporation, the leading Web self-service support provider, today announced a new client contract with TiVo (NASDAQ: TIVO), the creator and leader of television services for digital video recording (DVR) technology.
SafeHarbor will create and manage a customized Web self-service support environment to provide online subscriber support for TiVo. The entire customer self-service environment will be integrated seamlessly into TiVo's Web site and enable TiVo customers to quickly find solutions to their problems and questions.
TiVo's subscriber base has more than doubled in the past twelve months to more than 464,000 customers. As a result of this fast growth, TiVo turned to SafeHarbor to manage its online customer support.
"We selected SafeHarbor so that we can continue to provide high value DVR service to consumers while lowering costs in business operations," said Mark Roberts, chief information officer and VP of operations for TiVo. "SafeHarbor will offer TiVo subscribers a robust alternative to telephone support."
Existing deployments of SafeHarbor's self-service environments have shown a significant reduction in one-to-one support phone calls and an increase in self-service usage and customer satisfaction, according to the company. Based on SafeHarbor research data, an average of 83 percent of its clients' end-users choose Web self-service over assisted support when given the choice.
In TiVo's case, when users enter the "Customer Support" section of the site, they will be able to select between multiple, user-friendly navigation choices, such as a "Getting Started Guide", that will guide them quickly from identifying the problem to the right solution.
"TiVo's business imperative is to reduce the cost of service without degrading their high-quality brand and existing customer loyalty," said Bo Wandell, SafeHarbor's president. "By using our support services, TiVo not only achieves both goals, but our continuous optimization process will help them continue to reduce costs and improve service over time."
Headquartered in San Jose, California, TiVo was founded in 1997 with the mission to dramatically improve consumers' television viewing experiences. TiVo DVRs are like VCRs, but with a hard disk and without the need for videotapes. TiVo automatically finds and digitally records a subscriber's favorite shows, so they can be watched anytime.
In addition to TiVo, SafeHarbor builds, manages and optimizes self-service environments for American Airlines, Washington Mutual Bank and NTT/Verio, among others.
About SafeHarbor Technology Corp.
SafeHarbor is the leading Web self-service provider, empowering people on the Web to help themselves. It is the only company that provides support as a service, with an integrated support solution combining Web self-service and assisted support with data warehousing and analytics. SafeHarbor's support services are proven to reduce cost, risk and time to market, while improving customer satisfaction. SafeHarbor drives self-service success by leveraging cutting-edge technology with proprietary techniques and human intelligence. SafeHarbor currently provides Web support for some 6,500 end-users every day for such clients as American Airlines, NTT/Verio, Washington Mutual Bank, and the State of Washington.
Press Contacts:
Margaret Dawson
The Silver Company
(206) 624-0388
margaret@thesilvercompany.com
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:
