SEATTLE, April 11, 2006 (PRIMEZONE) -- SafeHarbor Technology Corporation, a provider of intelligent customer support environments, today announced its latest Web self-help products: SmartSupport(tm) Web - 4.0 for SMBs and Smart Support(tm) Web - Enterprise. The new SmartSupport Solutions deliver comprehensive Web self-help environments that help organizations improve customer service and achieve support cost savings. These products use a distinct and scaleable approach depending on an organization's size and number of products and service lines requiring online self-help content. Both are deployed on SafeHarbor's latest technology platform, which delivers enhanced content development and optimization, robust navigation channels, and expanded analytics and reporting.
SmartSupport Solutions use a cost-effective combination of technology and service to deploy a knowledge management solution together with a robust Web self-service portal that integrates easily with existing or SafeHarbor provided multi-channel support options such as phone, email and chat. Smart Support Solutions' capabilities include search, dynamic FAQs, graphically enhanced content articles, content optimization, email deflection, hosting, and cross-channel analytics. Additionally, the entire support environment is consistently branded and integrates with customers' existing Web environment to ensure seamless customer experience.
To meet the increased complexity of enterprise clients, new technical capabilities have been introduced, creating a more flexible and abstract model for managing a customer's highly complex product and service offerings. Additionally, the platform extends SafeHarbor's capabilities with IBM WebSphere, multiple languages, and the use of KAXML, the first specification of its kind that facilitates the exchange of knowledge articles between different knowledge management applications.
"The new product offerings are tailored for SMBs and Enterprises and will allow customers to rapidly deploy an integrated self-help solution in as few as ten weeks," notes Blake Cahill, SafeHarbor's VP of marketing and product management. "With the new platform, SmartSupport Solutions track how customers use the self-help environment and compare those interactions to other channel interaction points such as phone, email, or chat. Our new product introductions in conjunction with the exciting enhancements to our technology platform continue our tradition of providing industry leading Web self-help products that show return on investment within 8 months."
About SafeHarbor Technology Corporation
SafeHarbor Technology Corporation designs and rapidly deploys online support environments that transform and optimize customer support interactions. Built on best-of-breed technology and implemented with a consultative approach, SafeHarbor's SmartSupport Solutions integrate knowledge management with Web self-service and multi-channel support services, enabling companies to increase self-service rates and reduce interaction costs while continuously improving the customer experience.
Since 1998, SafeHarbor has provided customer service and support solutions to businesses of all sizes and industries, including American Airlines, Cingular, Cox Communications, IBM, State of Washington, SunTrust Banks, TiVo, T-Mobile, Vizrea and Washington Mutual. For more information, please visit www.safeharbor.com.
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