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SAFEHARBOR TO DEMO NEW SUPPORT SERVICES 3.0 AT CALL CENTER DEMO & CONFERENCE WESTSafeHarbor’s new version of its support solution seamlessly integrates Web self-service with analytics and assisted supportSCOTTSDALE, Ariz. October 17, 2002 – Leading Web self-service support provider SafeHarbor Technology Corporation (www.safeharbor.com) is demonstrating its recently launched Support Services 3.0 at the Call Center Demo & Conference West 2002 in Scottsdale this week.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. One new feature is SafeHarbor’s Solution Sonar, where pre-emptive search is applied to the escalation from self-service to a Web case. When a user is not able to find an answer through Web self-service, SafeHarbor’s natural language search tool steps in, searches and provides possible answers to the question, based on the description they enter on the Web case form. If none of those answer the user's question, the user can continue and submit the Web case to get help from a customer support representative. “Companies outsource to SafeHarbor because our approach has proven effective in deflecting support telephone calls and saving money,” said Bo Wandell, president and co-founder of SafeHarbor. “In fact, self-service usage increases more than 300% in the nine months after we launch it, because we’ve succeeded in creating a Web support experience that’s superior to the telephone.” Self-service adoption for SafeHarbor clients rises an average of 304 percent in the first nine months after launching the company’s Web support services, based on internal data. Additional company research shows that end users at SafeHarbor client sites 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. 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. Editorial Contact: Margaret Dawson The Silver Company (206) 624-0388 margaret@thesilvercompany.com top of page |
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