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SafeHarbor knowledge experts are more than just consultants—their expertise is based on current, reallife experience creating and maintaining customer support sites for a variety of companies and industries. Their unique perspective has helped Cox enhance its knowledge solutions to deliver the best-of-class customer support needed to meet the company's business objectives.
Cox Communications, Inc.
Suzanne Foy, Director,
Customer Care Strategy & Support
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Site Usability Assessment
SafeHarbor's Site Usability Assessment service offers a detailed analysis of the customer experience provided by your Web self-service environment and knowledge base. As an objective 3rd party, SafeHarbor's customer support experts examine the usability of your support site against more than 50 criteria for documented best practices.
SafeHarbor uncovers usability strengths and weaknesses in all areas involved in customer interactions, which include:
- Navigation channels (access paths to relevant information, including browsing and search)
- Advanced search capabilities
- Content organization and relevance
- Customer feedback loops
A final report at the end of the Site Usability Assessment Service engagement provides you with a situational analysis, an assessment based on industry benchmarks, and tactical recommendations.
SafeHarbor's Site Usability Assessment service is designed specifically to increase self-service utilization for companies seeking a greater positive impact from their Web self-service environments upon customer satisfaction and support cost savings
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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:
SafeHarbor
Technology Corporation
360-482-1500
E-mail
To download additional solutions and services information, please visit our Resource Center.
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