SmartSupport Web 4.0
SmartSupport Web self-help environments are designed and maintained by SafeHarbor knowledge management and customer support experts. An effectively constructed knowledge base that is continuously optimized using customer feedback and data from all support channels is at the heart of SmartSupport Web. Ensuring easy access to accurate and relevant information, SmartSupport Web increases customer satisfaction and self-service, which significantly lowers support costs.
Integrated Multi-Channel Support Improves the Customer Experience
SmartSupport solutions integrate the SmartSupport Web self-help environment with other assisted support channels, either provided by SafeHarbor multi-channel assisted support services, customers' internal support staff or 3rd party products and services. For starters, this means that content is consistent across support channels and that the same content is available to customers and customer service agents alike. In addition, case information is seamlessly transferred between self-service and assisted service channels when escalation is necessary. The customer is presented with uniform information and is smoothly transitioned between support channels to reach a resolution without frustration.
Managed Service Saves Time and Money over Software
As a hosted solution, SmartSupport Web is a cost-effective alternative to maintaining Web self-service and knowledge management software, and the hardware and security they require. SmartSupport Web operates in an environment that provides the scalability, reliability, and performance required to support high volumes of customer service interactions. Security is also a significant consideration when interactions involve personal information, and the SmartSupport Web hosting environment is fully equipped with stringent security technology and measures.
As a managed solution, SmartSupport Web brings knowledge management and customer support expertise to optimize the customer support environment, and allow companies to focus their resource investments in product and subject matter expertise.
SmartSupport Web environments are rapidly deployed in as little as 10 weeks, and on average, achieve a return on investment within 8 months of deployment.
Unique Analytics and Optimization Actively Increase Self-Service
Web self-service packages often have mechanisms to gather and analyze customer input to gauge the effectiveness of the content they hold. This input is usually gathered through online forms and put into reports. SmartSupport Web gathers data from all support channels and provides unique cross-channel analytics for more comprehensive intelligence.
Analytics and reporting do not improve service, however. Too often, usage and performance data is underutilized, if used at all. SmartSupport Web provides optimization as an ongoing service, continuously incorporating cross-channel analytics into active improvement of the knowledge base and the self-service environment. SmartSupport Web includes regular examination of key performance indicators and measures progress towards established self-service adoption and usage goals.
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I had seen SafeHarbor's SmartSupport solutions in action, having used them with a previous organization. They deliver complex multi-channel support on a tight timeline with superior results. Vizrea needed a rapid time-to-market, scalable and robust support solution to meet our deadlines and provide exceptional customer service to our valued customers and partners. Working with SafeHarbor to create leading customer support solutions has been an efficient, effective, and enjoyable process. SafeHarbor's services provide the high quality we demand to help our customers get the most out of Vizrea Snap™
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:
