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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
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Support & Services
Calendars
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Interesting new white papers, events, survey projects, books,
and support-related tools.
"Measures, Metrics & Madness" is the title of a
brilliant new white paper by Phil Verghis that will get you thinking
about your whole approach to measuring performance and meeting goals.
Mikael Blaisdell's SaaS & Support Project
has launched the second installment of
a major research survey, and ASP members are invited to take part.
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ASPonline.com
> Features |
"Maintenance & Services Ratios/2010"
The ASP's annual review of industry financial ratios shows that the
industry-wide revenue shift from products to services continues
despite tight customer budgets. Click for details.
"A Guide to 7x24 Support Plans"
A new ASP research report explores current industry practices in
setting service levels, pricing models, and service delivery for
after-hours technical support. In addition, the report offers
suggestions for handling key implementation and management issues.
Click for details.
"Voice of the Customer" Conference
The ASP will once again co-produce a conference on "voice of the
customer" support topics, with an emphasis this year on enterprise
customers, social media, segmentation models, and customer loyalty.
The conference will take place at a resort outside of Boston on Oct.
25-27, and it's a great opportunity to explore leading-edge VOC issues
with like-minded colleagues. Click for program
details and log in for your ASP
discount code.
"The Ten Best Web Support Sites of
2010"
This year's edition of our annual look at world-class support sites
is shipping now. If you're planning to upgrade your support site,
this book is a priceless resource for ideas, metrics, and how-to
guidance. For details and ordering information, visit the ASP Awards page.
Forum: Call-Handling Systems
"We're getting ready to replace a very old PBX system and
call-handling software that runs on one of our servers. We know
that the telephony world has lots of new options—hosted
solutions, Skype, etc.—but we want to make sure there aren't
some hidden problems, such as dropped calls. Any recommendations?"
Book of the Month: "Seriously Selling Services"
If you're having trouble closing deals for intangible services,
here's a real source of inspiration, guidance, and how-to tactics.
Forum: Updating Other Agents' Tickets
"We use a traditional touch-and-hold model for support calls, which
means that whoever first opens a ticket is responsible for all
contacts with the customer. This usually works fine, but we run a
7x24 shop, so often there are status changes that occur when the
original agent is off-shift. Is it better to wait until the
original agent comes to work, or should we ask other agents to get
involved in the case?"
The 2010 ASP Tech Support Salary
Survey
Has the current recession affected support compensation? Our 15th
annual support salary provides the latest data on pay levels in seven
major support job categories. Click for details.
Setting Limits on Unlimited Support
A provocative new ASP report explores the question whether the best way
to deliver high-quality support is to answer every question that
customers ask. Details here.
| Maintenance & Services Ratios/2010 |
Details |
| A Guide to 7x24 Support Plans |
Details |
| 2010 Technical Support Salary Survey |
Details |
| Setting Limits on Unlimited Support |
Details |
| Maintenance & Services Ratios/2009 |
Details |
| A Guide to Better Tech Notes |
Details |
| 2009 Technical Support Salary Survey |
Free |
| The Great Customer Experience |
Details |
| Maintenance & Services Ratios/2008 |
Details |
| Trends in Fee-Based Support |
Details |
| 2008 Technical Support Salary Survey |
Free |
| Management Performance Benchmarks |
Details |
| Maintenance & Services Ratios/2007 |
Details |
| A Guide to Packaged Services |
Details |
| 2007 Technical Support Salary Survey |
Free |
| Customer Satisfaction Benchmarking |
Details |
| Web Support Assessment Techniques |
Details |
| Tech Support Turnover Ratios |
Details |
| Maintenance & Services Ratios/2006 |
Details |
| How to Grow Professional Services |
Details |
| 2006 Technical Support Salary Survey |
Free |
| Product Support Blogs |
Details |
| Managing Emerging Technologies |
Details |
| Maintenance Renewal Rates |
Details |
| Maintenance & Services Ratios/2005 |
Details |
| Tech Support Reporting Channels |
Details |
| 2005 Technical Support Salary Survey |
Free |
| Managing Support Forums |
Details |
| Maintenance & Services Ratios/2004 |
Details |
| Training Salary Survey |
Details |
| How to Manage Junk E-Mail |
Free |
| 2004 Technical Support Salary Survey |
Free |
| Technical Support Cost Ratios |
Details |
| CAN-SPAM Guidelines for Tech Support E-Mail |
Free |
| Technical Support Training Metrics |
Details |
| Support Pricing & Negotiating Strategies |
Details |
| 2003 Technical Support Salary Survey |
Free |
| Doing More With Less |
Details |
| Tech Support Outsourcing |
Details |
| Trends in Fee-Based Support |
Details |
| The Economics of Online Support |
Details |
| Service Marketing |
Free |
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2000-2001 Research Reports |
| Customer Satisfaction Survey Metrics |
Details |
| Tech Support Newsletters |
Details |
| After-Hours Support Compensation |
Details |
| Certification and Support Salaries |
Free |
| 2000 Technical Support Cost Ratios |
Free |
| Tech Support Hours |
Free |
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