|
|
|
ASPonline.com >
2007 Awards Announcement
|
ASP Announces "Best Web Support"
Winners for 2007
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.
|
|
|
|
The Winners
|
2007 Winners
OPEN DIVISION
Adobe Systems
Cisco Systems
Dell
IBM
Juniper Networks
McAfee
Mentor Graphics
Novell
SMALL COMPANY DIVISION
Articulate
Consona (M2M)
|
|
|
