SafeHarbor Technology launches support services 3.0
SafeHarbor's integrated Web self-service, customer support solution to be rolled out to clients this month
SATSOP, Wash. (September 24, 2002) — Leading Web self-service support provider SafeHarbor Technology Corporation (www.safeharbor.com) today launched a new version of its customer support solution, Support Services 3.0.
An integrated product suite delivered as a service, SafeHarbor Support Services 3.0 includes SafeHarbor Self-Service, a customized Web self-service environment; SafeHarbor Analytics, a data warehouse and analytics platform; and SafeHarbor Assisted Support, one-to-one service including web case, e-mail and telephone.
The version includes new services and enhanced functionality in problem determination and solution delivery, customer satisfaction measurement and data analytics.
"Companies can achieve significant support savings through self-service, but it takes more than software," said Bo Wandell, president and co-founder of SafeHarbor. "What it takes is the combination of best-of-breed technology, people and processes to create an experience that is superior to the telephone."
Self-service adoption for SafeHarbor clients has risen an average of 304 percent in the first nine months after launching the company's Web support services, based on internal data. Additional SafeHarbor research shows that end users are increasingly choosing self-service over assisted support, from an average of 60 percent self-service in 2000 to 74 percent in 2001 and 85 percent today.
SafeHarbor's Support Services 3.0 is being rolled out to existing clients, including TiVo, Washington Mutual Bank, NTT/Verio and American Airlines. For its clients, SafeHarbor provides an ongoing service, with Web self-service environments deployed for both external and internal client Web sites, serving customers, employees, customer service agents or other end-users.
"Customer and technical support is evolving at light speed," Wandell said. "An increasingly Web savvy public wants to do more online without giving up personalized service from companies like TiVo. That's SafeHarbor's sweet spot."
According to a recent study by The Yankee Group, Web-based self-service solutions offer clear benefits to any enterprise that interacts with customers via the Web and wants to provide excellent customer service while controlling costs (TCO of Web Self-Service Applications, the Yankee Group, March 2002).
About SafeHarbor Technology Corp.
SafeHarbor is the leading Web self-service provider, empowering people on the Web to help themselves. A business process outsourcer, SafeHarbor 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, Adobe Systems, TiVo, 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:
