Giving customers the best service possible means serving them well through the channels they prefer. SafeHarbor's SmartSupport solutions integrate multi-channel assisted services with SmartSupport Web self-service, enabling companies to rapidly deploy a comprehensive customer support solution and team that delivers just that.

SmartChat™ As a result of rapid growth, online chat has now become a powerful tool in customer support. Chat provides the same kind of real-time customer-to-agent interaction as the phone, but at a fraction of the cost. SafeHarbor integrates SmartChat into the SmartSupport Web environment to provide real-time online customer support services. Alternatively, SafeHarbor also provides SmartChat as a hosted application in conjunction with SmartSupport Web for company agents to utilize for customer interactions.

SmartEmail™ Second only to the adoption of self-service, adoption of e-mail as a support channel has increased significantly, going from 2% in 2000 to a projected 9% in 2006 according to Gartner. Gartner predicts it will continue to grow, reaching 17% in 2009. To provide a complete customer service environment that supports these evolving trends, SafeHarbor provides a customer support e-mail management service on top of SmartSupport Web. With intelligent routing through SmartSupport Web, customer e-mails are promptly acknowledged and sent to SafeHarbor agents rich with context. SafeHarbor agents can quickly access case history as well as the same knowledge base used by the customer to provide timely and relevant responses to customer inquiries.

SmartCall™ SafeHarbor offers outsourced call center services to operate in concert with SmartSupport Web as a cost-effective alternative to setting up an internal one. Building an effective call center requires investment, and for many companies, realizing a return on that investment may be many years away. SafeHarbor's SmartCall offers trained professionals, state-of-the-art technology, and continuous service facilities for companies to start providing a much higher quality of phone service at lower costs within a much shorter set-up timeframe. SafeHarbor agents are all trained and equipped to provide online and phone service, and all support channels, including SmartSupport Web, are tightly integrated; so, customers experience smooth, cohesive interactions for any given support case with any given SafeHarbor agent.

SmartSurvey™ SafeHarbor SmartSurvey continuously measures browser's and buyer's satisfaction with your support site to give you the power to make more informed site and knowledge base development decisions. You can prioritize improvements that will yield the greatest return. SafeHarbor's SmartSurvey is integrated into SmartWeb and utilizes ForeSee Results, the leading predictive customer satisfaction methodology based on the American Customer Satisfaction Index (ACSI) technology. The ACSI is the only proven cross-industry national indicator that directly links customer satisfaction measurement with financial returns.

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