SafeHarbor.com is Top Choice by Dot.coms for Web Based Customer Support Services
Instant Scalability Ensures Quality Customer Care and Improved Online Support
Tuesday March 28, 12:38 pm Eastern Time
Company Press Release
SATSOP, Wash.--(BUSINESS WIRE)--March 28, 2000--SafeHarbor.com, a Web-focused customer service outsourcer, today announced that Etera.com and ImageX.com have selected SafeHarbor.com's Web-focused customer support services.
By leveraging SafeHarbor.com's hosted customer support solutions, Etera.com and ImageX.com were able to accelerate their time to market, lower their in-house support costs and offer customers the next generation in customer support.
Understanding that the Web has changed how people seek information and rendered traditional customer service solutions inadequate, SafeHarbor.com delivers interactive Web solutions through customized Knowledge Bases, state-of-the-art infrastructure and expert Knowledge Engineers. The self-service knowledge base environment is intuitive, searchable, robust and is constantly updated with the latest support issues and solutions.
With spring on the way, online gardening site and ``virtual garden center' Etera.com expects a flood of gardeners to seek horticultural advice and shop over the Web. By bringing together gardeners, product suppliers and local independent nurseries via the Web, Etera.com expects sales orders to grow dramatically, increasing the amount of sales support Etera.com will need to provide. Etera.com turned to SafeHarbor.com to handle the anticipated increase in order status inquiries, shipping questions, returns and/or credits and KnowledgeBASE development.
The ability to scale quickly was a key factor in Etera.com's decision to outsource customer support to SafeHarbor.com -- providing prompt answers to sales-related questions regardless of the volume of customer incidents. Additionally, the ability to track the history of all incidents and contacts with individual customers was important to Etera.com's efforts to develop future online tutorials for their customers.
``SafeHarbor.com implemented customer support much faster than Etera.com would ever have been be able to and promises to meet our needs for projected growth,' said Randy Turner, director of operations, Etera.com. ``SafeHarbor.com's technology gives us the ability to continually build our online knowledge bases through the information collected from the customer support calls, further enhancing our ability to enable our customers to find answers to their questions on their own, quickly and easily.'
The challenge for ImageX.com, a business-to-business Internet market maker for printed business materials, was outsourcing to a partner that was large enough to handle their predicted support loads but small enough to provide personalized service. ImageX.com's e-commerce solutions reduce the hassles, error rates and the cost of procuring business printing. SafeHarbor.com's ability to successfully handle ImageX.com's peak support loads was a critical factor in effectively delivering cost-effective, quality customer support to business customers using ImageX.com's new ASP-delivered services.
``SafeHarbor.com's `programmable' support model is very compatible with what we are doing. By guiding customers to the self-help KnowledgeBASE more end-users have less trouble, which benefits all of us over time,' said Eric Bean, vice president of products and technology, ImageX.com. ``SafeHarbor.com can temporarily boost their support levels to ensure response times don't sag when we add a new client. In addition, extensive reports from SafeHarbor.com provide data on the number of support incidents, how long they took to resolve, hold times, how many incidents got escalated, and so forth.'
``For both Etera.com and ImageX.com, customer support capacity was critical to their success in the online market place,' said Bo Wandell, President of SafeHarbor.com. ``With SafeHarbor.com's ability to deliver self-help driven solutions, instantly scale the number of customer support representatives and back it up with all of the elements of a traditional call center, these companies will not only have happier customers, but an immediate advantage over their competition.'
Located at a former nuclear plant construction site in Satsop, Washington, SafeHarbor.com's 44,000 square foot customer services facility boasts extensive system and power redundancy and network communications connectivity that is capable of handling phone traffic for the entire United States. This attention to infrastructure technology, people and process affords SafeHarbor.com customers a level of comfort in knowing that their customer service support will not fail. SafeHarbor.com's unique focus on expert Knowledge Engineering support provides an original process and capability to create, manage, deliver and continually update KnowledgeBASE solution content -- providing the critical foundation for truly effective customer service and support.
About SafeHarbor.com
SafeHarbor.com is a customer support and interaction services outsourcing company. Understanding how the Web has changed the way people seek information and rendered traditional customer service solutions inadequate, SafeHarbor.com delivers interactive graphical Web solutions that capture and simplify requested information -- increasing customer satisfaction while reducing cost and time to market. The company's solutions are backed by expert Knowledge Engineers and a state-of-the-art system infrastructure that enables businesses to scale instantly to meet demand and fuel company growth. For more information, please visit online at www.safeharbor.com. |
