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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 |
"A Guide to Implementing Live Chat"
Our latest 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 new 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.
2012 Tech Support Salary Survey
We're currently collecting numbers for the ASP's annual tech support
salary survey, which provides the latest word on compensation trends
across seven major job categories. To contribute data to the report
(and get a free copy of the final results), click here.
We also conducted a poll of ASP members recently about the role of the
salary survey. Details here.
Call for Entries: "Best Support Sites of 2012"
Find out how your Web support site stacks up against world-class
competitors. For a modest $235 entry fee, you'll get valuable
benchmarking data and site analysis, plus a chance at fame and glory!
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.
(Our newest addition to the library is a checklist for knowledgebase
article style and content reviews, developed by Irrevo ("We make your
content beautiful").
ASP LinkedIn Forum Tops 3,000 Members
In December, the ASP's LinkedIn forum just passed a major
milestone—3,000+ members! More importantly, we usually have more
discussion activity going on than just about any other support-related
forum that LinkedIn hosts—and the conversations are (mostly)
fascinating. Come visit soon.
"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.
"The Ten Best Web Support Sites of 2011"
The latest edition of our behind-the-scenes look at world-class support
sites is shipping now. Awards page.
"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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A Guide to Implementing 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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E-mail vs. Phone Surveys
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And much more...
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