Seattle, WA - March 16, 2005 - SafeHarbor Technology Corporation, a
leading provider of customer interaction and business intelligence services
today announced its partnership with InstantService-a leading provider of
customer communication technologies for online businesses and contact
centers-to provide real-time yet cost-effective customer support to
SafeHarbor customers.
The SafeHarbor chat service, powered by InstantService-called Click-2-Chat- allows contact center agents to provide immediate, first-contact resolution
to customer questions via the Web, while saving companies money on each
customer interaction through this cost-effective channel. Click-2-Chat uses
proven technology carefully designed to capture data from each customer
interaction, so companies can continuously improve the customer experience,
monitor customer satisfaction levels, and increase ROI with real-time up-sell
and cross-sell opportunities. As with all SafeHarbor solutions, Click-2-Chat is
designed to easily integrate with existing e-commerce suites, knowledge
bases, self-help engines and CRM systems.
"We`re pleased to have SafeHarbor as a strategic partner," said Mike Lande,
CEO of InstantService. "Chat is an increasingly ubiquitous communications
tool, so it`s only natural that companies like SafeHarbor are leveraging the
technology to provide real-time assistance to customers as a cost-saving
alternative to phone support. This partnership with SafeHarbor is compelling
because InstantService and SafeHarbor are taking chat to the next level:
InstantService by providing the top-notch chat technology; and SafeHarbor
by adding their vision and know-how for harnessing the power of data."
SafeHarbor will leverage InstantService`s expertise to provide the back-end
support for the Click-2-Chat service, while SafeHarbor will offer its Web
portal, client services and analytics expertise for InstantService to deliver
value-added reports to its customers so they can make smarter business
decisions.
"SafeHarbor`s partnership with InstantService is an exciting and important
one," said Annette Jacobs, Chairman and CEO of SafeHarbor Technology
Corporation. "The addition of chat to our product portfolio really rounds out
our existing offerings, by providing yet another cost-effective and real-time
customer support channel. It was important for us to both find the right
technology partner, as we did with InstantService, and to apply the analytics
and reporting methodologies in order to provide a high-value, differentiated
chat product to our customers."
About SafeHarbor Technology Corporation
SafeHarbor Technology Corporation, founded in 1998, is a Washington-based
corporation that delivers on the promise of successful customer interactions
by integrating the customer support experience with business intelligence.
SafeHarbor solutions apply behavioral analytics and customer satisfaction
data across a strategic mix of support channels -Websites, e-mail, chat and
phone- to best serve its clients` customers, whether they are consumers,
agents, employees or partners.
SafeHarbor designs, builds and optimizes customer support solutions for mid-
to large-sized enterprises, primarily in the technology, banking,
communications and government sectors. Some of its customers include
American Airlines, Cingular, IBM, Juniper Networks, State of Washington,
SunTrust Banks, TiVo, T-Mobile, and Washington Mutual. For more information
please visit www.safeharbor.com.
About InstantService
InstantService is a leading provider of customer communication technologies
for online businesses and contact centers. InstantService offers an
integrated suite of live chat, email management, knowledge base, website
analytics and lead capture solutions to increase sales and enhance customer
service. InstantService is a hosted application that easily integrates with
existing ecommerce and CRM systems, facilitating valuable relationships
between companies and their customers -- the first step of customer
relationship management.
Over 250 companies, recognized for their commitment to customer service
excellence, trust InstantService`s scalability, security and performance.
Clients include America West Airlines, REI, H&R Block, Intuit, Gateway, 3Com,
McAfee, Xerox, Sento, Ditech, Sony Online Entertainment, Cendant, Ernst &
Young, NEC Mitsubishi, and Venus Swimwear. InstantService is based in
Seattle and has been in operation since 1998.
FOR MORE INFORMATION:
Blake Cahill
blake.cahill@safeharbor.com
(206) 922-5049
Back...
