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ASPonline.com >
2009 Awards Announcement
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ASP Announces "Best Web Support"
Winners for 2009
The Association of Support Professionals (ASP) has announced the
winners of its twelfth annual "Ten Best Web Support Sites" competition,
a prestigious award that showcases excellence in online service and
support.
The 2009 winners include (in alphabetical order) six Open Division
entries—EMC Corp., Hewlett Packard (consumer), Juniper Networks,
Mentor Graphics, Novell, and Verizon. In addition, four
companies—Ariba, Articulate, Blackbaud, and TriZetto—were
named winners in the Small Company Division.
Juniper Networks and Mentor Graphics 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.
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 2009," to be published by the ASP in
July. (Our landing page for the 2008 edition of the book will give you
an idea of what you can expect.)
"The big news this year is the number of smaller companies that
have developed world-class support sites," says ASP executive
director Jeffrey Tarter. "Despite relatively limited resources, a
growing number of technology companies have figured out how to
deliver an online support experience that competes successfully
against some of the biggest players in the support world. That's a
delightful trend to watch.""
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 fee-based support, services marketing, and support
compensation.
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The Winners
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2009 Winners
OPEN DIVISION
EMC Corp.
Hewlett Packard
(consumer)
Juniper Networks
Mentor Graphics
Novell
Verizon
SMALL COMPANY DIVISION
Ariba
Articulate
Blackbaud
TriZetto
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