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The Awards
2012 Awards

2011 Winners

  • Check Point
  • Cisco Systems
  • Hewlett-Packard
  • Juniper Networks
  • Nokia
  • Red Hat

  • Ariba
  • Genetec
  • TiVo
  • Websense

  • Announcement

    The Judges  >  2011 Awards Announcement

    ASP Announces Ten Winners for
    "Best Web Support Sites of 2011"

    The Association of Support Professionals (ASP) has announced the winners of its fourteenth annual "Ten Best Web Support Sites" competition, a prestigious award that showcases excellence in online service and support.

    The 2011 winners include (in alphabetical order) six Open Division entries—CheckPoint Software Technologies, Cisco Systems, Hewlett Packard, Juniper Networks, Nokia, and Red Hat. In addition, four companies—Ariba, Genetec, TiVo, and Websense—were named winners in the Small Company Division.

    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 2011," to be published by the ASP in July.

    "Year after year, we've watched technology companies enhance the quality of their Web-based customer support," says ASP executive director Jeffrey Tarter. "For most technology companies, Web support sites have become the primary channel for interacting with their user community, and there seems to be little doubt that a well-executed Web support strategy pays large dividends in terms of customer loyalty and competitive differentiation."

    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, financial ratios, and support compensation. The ASP also hosts open-access discussion forums and a job board on LinkedIn.

    For additional information, please contact:
    Jeffrey Tarter, executive director
    Association of Support Professionals
    122 Barnard Ave., Watertown, MA 02472