| The Awards |
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OPEN DIVISION - Apple Computer
- Cognos
- Hewlett-Packard
- Interwoven
- Iomega
- National
Instruments
- RM (Research
Machines) - Xilinx
SMALL COMPANY DIVISION - DataDirect
Technologies - Think3
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| | ASPonline.com > Web Support Awards |
The Association of Support Professionals (ASP) has announced the winners of its seventh annual "Ten Best Web Support Sites" competition, a prestigious award that showcases excellence in online service and support.
The 2004 winners include (in alphabetical order) eight Open Division entries--Apple Computer, Cognos, Hewlett Packard, Interwoven, Iomega, National Instruments, RM (Research Machines), and Xilinx. In addition, two companies--DataDirect Technologies and Think3-- were named winners in the Small Company Division.
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
- Personalization
- The major site development challenge
The ten winning sites will be profiled in a book-length report called "The Year's Ten Best Web Support Sites," which includes profiles of the the winning sites, screen shots of key features, and site performance benchmarks, which the ASP will publish in July.
"The Web continues to grow as an important and popular medium for delivering customer support," ASP executive director Jeffrey Tarter notes. "Web support is no longer just a way to save on the cost of answering the phone--it's now recognized as the gateway to a much richer choice of support-related services than customers can get from a live agent."
"The ten companies that won this year's competition are clearly on the leading edge of Web support" he adds. "They demonstrate a solid understanding of the needs of their customers and a commitment to implementing best practices across a wide range of support-related disciplines." 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 and fee-based support, and provides its members with discounts and career development services.
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| | The Book |
Technology companies are moving customer support to the Web as fast as they can, but the transition is full of hidden challenges and questions. Site navigation, knowledgebase design, interactivity, personalization, tools, budgets--it's easy to spend huge amounts of time and money and still come up with the wrong solutions.
The good news is, now you can look behind the scenes at how some of the smartest Web support developers have solved these problems. "The Year's Ten Best Web Support Sites" offers a guided tour of ten sites that provide exception online support for software, PC hardware, and other technology products. This richly illustrated book is a source of insights and nuggets of data you won't find anywhere else.
Pricing & order information
| Non-member price* | $95 | | Member price | $60 |
| | $24 | | $24 | | $24 | | $24 | | $24 | | $24 |
| *Special Offer:
Non-members also receive two bonus ASP research reports—Technical Support Newsletters and Economics of Online Support (ordinarily $60 each)—with the most current edition of the Best Web Support Sites book. |
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