Industry kudos to biz-app vendors for online support
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Manufacturing News, Source : The Manufacturer US
Zone : IT in manufacturing
Published : 09 May 2007 19:10
The Association of Support Professionals (ASP) has announced the winners of its tenth annual "Ten Best Web Support Sites" competition, a prestigious award that showcases excellence in online service and support.
The 2007 winners include (in alphabetical order) eight Open Division entries—Adobe Systems, Cisco Systems, Dell, IBM, Juniper Networks, McAfee, Mentor Graphics, and Novell. In addition, two companies—Articulate and Consona (formerly Made2Manage)—were named winners in the Small Company Division.
Consona and McAfee were also named to the ASP's Web Support Hall of Fame, which honors sites that have been named among the "Ten Best" for at least four years. Other Hall of Fame sites include Cisco, Cognos, Dell, Hewlett-Packard ITRC, Microsoft, Symantec, and think3.
The award winners were selected by a panel of judges with expertise in Web support design and implementation, using a scoring system based on 25 separate performance criteria. The evaluation process covers the following areas:
Overall usability, design, and navigation
Knowledgebase and search implementation
Interactive features
Customer experience
The major site development challenge The ten winning sites will be profiled in a book called "The Ten Best Web Support Sites of 2007," to be published by the ASP in June.
"During the ten-year span of this awards competition, Web support has become dramatically more polished," says ASP executive director Jeffrey Tarter. "It's not surprising that bigger companies are investing heavily in self-service technology,because the return on investment is so compelling. But much of what makes a site great is the result of good navigation, good writing, and relentless attention to what customers want. These are qualities that even the smallest company can build into a support site."
The Association of Support Professionals is an international membership organization for customer support managers and professionals. In addition to its annual "Ten Best" awards, the ASP publishes research reports on a wide range of support topics, including support compensation, services marketing, and fee-based support.
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