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Resources |
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Join the ASP!
When you have a tough question, it's good to have friends who can
help.
Membership is only
-$80/year for individuals
-$500/year for companies
-Amounts in between for
small groups
Details...
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Support & Services
Calendars
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Interesting new white papers, events, survey projects, books,
and support-related tools.
Two free newsletters that everyone in the support world should
read:
CRMAdvocate.com—Gary
Lemke publishes a daily summary of industry news and compiles useful
calendars of live events and webinars, but the best part of the
newsletter is his provocative "Our Take" column.
SupportIndustry.com—More
research oriented, Carolyn Healey's newsletter delivers a mix of
news, publications, resources, and excellent survey-based research.
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ASPonline.com
> Features |
The Ten Best Web Support Sites of
2012
Our judges have voted, and we now have ten new winners for the ASP's
annual "Best Web Support Sites" competition. See who's setting the new
standard for online support, and learn more about our benchmarking
criteria. Details here.
Coming Up: "Customer Satisfaction
Analysis"
Almost everybody collects data on customer satisfaction. But what happens
to that raw data? This summer, we're going to compile a new ASP report on
leading-edge analytic techniques and action strategies. If your
organization has developed some great new ways to use your
satisfaction data, please drop a line to ASP executive director Jeffrey
Tarter (jtarter@asponline.com).
"Maximizing Maintenance Margins"
Workshop
The June 8 session of our new workshop on support contract
profitability is already sold out, so we're scheduling an additional
session on Sept. 14. Registration is $475 for the first attendee,
half-price for an additional attendee. Seating is limited to 18 to
keep the discussions interactive. Details here.
"2012 Tech Support Salary Survey"
Our 17th annual support salary survey offers the latest trend data
on support compensation across seven major job categories. For
details, click here. To download a copy, please visit the members-only page.
"A Guide to Implementing Live Chat"
A new research report takes a look at chat, one of the fastest-growing
and most promising new channels for delivering support. Survey data,
best practices, case studies—this report will answer many of your
implementation questions and give you new insights even if you're already
hosting an active chat channel. Details here.
Templates & Checklists
Our latest membership feature is a collection of support-related
document templates and process checklists. We've posted a few examples
as a demonstration, but our goal is to create a clearinghouse for
members to share their own best-practices work. If you have any
documents like these that you'd like to share with other ASP members
(with appropriate credit), please contact ASP executive director
Jeffrey Tarter for more info.
"Successful Support Communities"
A new ASP research report explores key factors that contribute to
the success of customer support communities, both online and real-world.
For details, click here.
"Front-Line Support Incentives"
This ASP research report looks at the growing popularity of
performance incentives for front-line support agents. Drawing on
data from 153 respondents, the report identifies best practices,
success criteria, and potential problem areas. For details, click here.
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2012 Technical Support Salary Survey |
Details |
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A Guide to Implementing Live Chat |
Details |
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Maintenance & Services Ratios/2011 |
Details |
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Successful Support Communities |
Details |
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2011 Technical Support Salary Survey |
Free |
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Front-Line Support Incentives |
Details |
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Maintenance & Services Ratios/2010 |
Details |
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A Guide to 7x24 Support Plans |
Details |
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2010 Technical Support Salary Survey |
Free |
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Setting Limits on Unlimited Support |
Details |
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Maintenance & Services Ratios/2009 |
Details |
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A Guide to Better Tech Notes |
Details |
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2009 Technical Support Salary Survey |
Free |
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The Great Customer Experience |
Details |
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Maintenance & Services Ratios/2008 |
Details |
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Trends in Fee-Based Support |
Details |
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2008 Technical Support Salary Survey |
Free |
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Management Performance Benchmarks |
Details |
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Maintenance & Services Ratios/2007 |
Details |
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A Guide to Packaged Services |
Details |
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2007 Technical Support Salary Survey |
Free |
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Customer Satisfaction Benchmarking |
Details |
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Web Support Assessment Techniques |
Details |
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Tech Support Turnover Ratios |
Details |
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Maintenance & Services Ratios/2006 |
Details |
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How to Grow Professional Services |
Details |
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2006 Technical Support Salary Survey |
Free |
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Product Support Blogs |
Details |
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Managing Emerging Technologies |
Details |
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Maintenance Renewal Rates |
Details |
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Maintenance & Services Ratios/2005 |
Details |
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Tech Support Reporting Channels |
Details |
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2005 Technical Support Salary Survey |
Free |
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Managing Support Forums |
Details |
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Maintenance & Services Ratios/2004 |
Details |
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Training Salary Survey |
Details |
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How to Manage Junk E-Mail |
Free |
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2004 Technical Support Salary Survey |
Free |
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Technical Support Cost Ratios |
Details |
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CAN-SPAM Guidelines for Tech Support E-Mail |
Free |
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Technical Support Training Metrics |
Details |
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Support Pricing & Negotiating Strategies |
Details |
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2003 Technical Support Salary Survey |
Free |
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Doing More With Less |
Details |
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Tech Support Outsourcing |
Details |
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Trends in Fee-Based Support |
Details |
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The Economics of Online Support |
Details |
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Service Marketing |
Free |
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2000-2001 Research Reports |
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Customer Satisfaction Survey Metrics |
Details |
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Tech Support Newsletters |
Details |
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After-Hours Support Compensation |
Details |
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Certification and Support Salaries |
Free |
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2000 Technical Support Cost Ratios |
Free |
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Tech Support Hours |
Free |
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Community
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ASP Alert
Interested in hearing about survey projects, Web awards, new ASP
reports, and events?
Join our special ASP Alert e-mail list.
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Current Topics
Achieving Resolution
Before Closing Ticket
Allocating/Distributing
Trouble Tickets
Test/Dev Systems Part of
Basic Support?
Guidance/Assistance
Engine Products
Closed-Ticket E-mails
Environments for
Troubleshooting?
Community Platforms:
Jive? Salesforce?
Removing Tier Structure
Rotate all Employees
Thru Support?
SFDC Case Management
Use a Technical Account
Manager?
Services Business Plan
Template
Process and Training
Documentation
Content Management
Systems
Multiple Language Support
And much more...
More than 3,800 members
– and growing fast!
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