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SafeHarbor's value to T-Mobile is in SafeHarbor's knowledge engineering skill set, the creation and repurposing of our existing content, and maximizing its effectiveness with proven Web selfservice support techniques and analytics reporting. Up until now, the tools that T-Mobile has deployed have only delivered marginal information to the visitor.
T- Mobile
Executive Director Customer Care Publishing & Communications
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Content Services
The process of managing customer support content becomes more and more complex over time as the volume and type of content increases. It becomes critical for companies to streamline content development and management to ensure content is timely, accurate, and relevant. SafeHarbor provides a range of Content Services that have proven to do just that, enabling companies to capitalize on their knowledge and provide the best customer experience possible.
Content Assessment
SafeHarbor's Content Assessment suite of services provides companies with a detailed analysis of the content in their customer support knowledge base and recommendations for increased content usability, quality, and organization. Content Assessment services also offer a complete strategy to restructure or convert content to extract the most value from a company's knowledge base.
The Content Assessment suite of services includes:
- Content Usability — Assessment of content against industry best practices.
- Content Analysis — Analysis of the quality and complexity of the content.
- Workflow Analysis — Analysis of the company's content management workflow.
- Taxonomy Recommendation — Structure and organization of content.
- Gap Analysis — Identification of gaps in content and specification of new content requirements.
- Style Guidelines — Style guide for content development.
- Content Templates — Standardized templates for a variety of content types.
- Duplicate Analysis — Analysis of multiple knowledge bases.
Content Conversion
Most companies have existing repositories of knowledge used for customer support. In many cases, the knowledge exists in multiple formats and possibly in multiple locations. To utilize multiple repositories is inefficient, and often ineffective. A single multi-format knowledge is time-consuming to create and catalog; maintenance of multi-format repositories is resource intensive and is often neglected.
SafeHarbor's Content Conversation service offering is designed to unify and transform company knowledge into a common structured XML format. A single structured knowledge base streamlines creation and management of content, resulting in lowered resource requirements and ongoing cost savings. Structured data also allows for increased flexibility, portability, and automation in knowledge usage.
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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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