Site Usability Assessment

Safeharbor's Site Usability Assessment suite of services increases web self-service usage. Assessment is a critical component of web self-service success. Safeharbor provides a detailed analysis from the customer’s perspective regarding the web self-service environment. If site visitors, particularly first-time visitors, don’t find what they need, they will most likely abandon the site and not return. Safeharbor's customer support experts examine the usability of the support site against up to 50 criteria for documented best practices. When customer satisfaction increases, companies experience a positive impact from their web self-service environments and support costs decrease.

Safeharbor analysis identifies strengths and weaknesses in all customer interaction areas, including:

• Navigation channels (access paths to relevant information, including browsing and search)
• Advanced search capabilities
• Content organization and relevance
• Customer feedback loops