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Flash Survey
July–Sept '14

If you don't correct for inflation of your (mostly labor) costs, your support margins will decline each year. How do you correct this?
  

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    ASPonline.com  >  Features


Image  The Year's Ten Best Web Support Sites is now available
This detailed report provides lots of information about how companies are stepping up self-help via the web. The 134 page report is available only as a PDF this year with generous reproduction rights. For more information and to order, please click here.

Image  The Ten Best Web Support Sites of 2014
Our judges have voted, and we now have ten new winners for the ASP's annual "Best Web Support Sites" competition. See who's setting the new standard for online support, and learn more about our benchmarking criteria. Details here.

Image  Report on Tech Support Salary Survey Online Now
ASP has released our report on 2013 salaries for Tech Support workers. In it’s 19th year, our survey has disclosed some major shifts in support employment into much bigger companies. A striking 87% of employees are now employed by companies with over $1 Billion in annual revenues. When we first started our surveys, a much higher percentage were employed by small and mid-size companies. Get the latest salary and financial incentive information from this year’s report. Go here to log in to our member’s section for the full report.

Image  Report on Virtual Agents From Kaspersky Online Now
Kaspersky has graciously allowed ASP to publish their internal report on using virtual agents. Kaspersky tried using virtual agents in several countries at the same time and measured the results. Based on those results, decisions were made to retain the virtual agent in the U.S. market and eliminate it in others. The report is full of great metrics that will be useful to those trying to make decisions regarding the use of virtual agents. Go here to log in to our member's only section to get access to the full report.

Image  Report on Social Media Survey Online Now
Our report of a survey taken in late 2013, early 2014 of 51 companies regarding their use of social media for service & support. The report also includes some additional phone interviews. There are several surprises in the report for most people and it is a great guideline for those using or considering the use of social media to support customers. If you want the latest information on a fast-moving area, read this report now. For a summary click here.

Image  Ratios Report and Spreadsheet Online Now
Our report of 2013 financial information from technology companies is online now. This year we are reporting on software companies in two groups, infrastructure companies and application companies. We have also added hardware companies for the first time. In addition to the report, which includes several short spreadsheets, there is also a separate spreadsheet for those who want everything in infinite detail. Free to members in the members-only area.

Joint Symposium Successful
The joint symposium held by ASP, the National Association of Service Management (NASM) and the Society of Service Executives (SSE) in the Chicago area May 14 & 15 was a big success. The seventy attendees enjoyed a rare synergy that occurred between the participants. The event was a great mixture of people from individual contributors up to Vice President (even one or two President/CEOs), and every conceivable industry. The amazing thing was that the mixture worked really well. These groups learned a lot from each other. Plans are already being made for a bigger event next year. We will let you know that date so you can put it on your calendar.

New Collaboration with Service Strategies
We've always been big fans of the Service Strategies crew, and recently we've looked for ways to bring Service Strategies and the ASP membership closer together. Two results so far: First, the ASP is formally endorsing the excellent Service Strategies "Service Capability & Performance (SCP) Standards," and we expect to make these standards more accessible to ASP members (more on this in the next few months). Second, we've arranged hefty discounts—up to $400 per class—on Service Strategies training courses.

SaaS Transition Report
The ASP has published the results of 20 in-depth interviews with managers who are developing best support practices for new SaaS implementations. Free to members in the members-only area.

Pricing Support & Services
The ASP has published a major research report on support and services pricing trends, which members can download from the login page.

The Blog Board
Lately, we've been trolling the Web for blogs that offer interesting commentary on customer support and related voice of the customer topics. The result is a new "Blog Board" feature on the ASP home page (at right). As always, recommendations for additional links are welcome.

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 Al Hahn for more info.


2014 Research Reports

2014 Technical Support Salary Survey Details
Kaspersky's Virtual Agent Details
Social Media Survey Report/2014 Details

2013 Research Reports

Maintenance & Services Ratios/2013 Details
The SaaS Transition Details
2013 Technical Support Salary Survey Free
Pricing Support & Services Details

2012 Research Reports

Maintenance & Services Ratios/2012 Details
2012 Technical Support Salary Survey Free

2011 Research Reports

A Guide to Implementing Live Chat Details
Maintenance & Services Ratios/2011 Details
Successful Support Communities Details
2011 Technical Support Salary Survey Free

2010 Research Reports

Front-Line Support Incentives Details
Maintenance & Services Ratios/2010 Details
A Guide to 7x24 Support Plans Details
2010 Technical Support Salary Survey Free  

2009 Research Reports

Setting Limits on Unlimited Support Details
Maintenance & Services Ratios/2009 Details
A Guide to Better Tech Notes Details
2009 Technical Support Salary Survey Free  

2008 Research Reports

The Great Customer Experience Details
Maintenance & Services Ratios/2008 Details
Trends in Fee-Based Support Details
2008 Technical Support Salary Survey Free  

2007 Research Reports

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

2006 Research Reports

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

2005 Research Reports

Managing Emerging Technologies Details
Maintenance Renewal Rates Details
Maintenance & Services Ratios/2005 Details
Tech Support Reporting Channels Details
2005 Technical Support Salary Survey Free  

2004 Research Reports

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  

2003 Research Reports

Technical Support Training Metrics Details
Support Pricing & Negotiating Strategies Details
2003 Technical Support Salary Survey Free  
Doing More With Less Details

2002 Research Reports

Tech Support Outsourcing Details
Trends in Fee-Based Support Details
The Economics of Online Support Details
Service Marketing Free  

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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The following blogs offer interesting commentary on customer support and related voice-of-the-customer topics. If we've missed one of your favorites, please drop me a note (ahahn@asponline.com) and we'll add the link to this list.

INDEPENDENT BLOGS

CRM Metrics (Customer Relationship Metrics)
Authors: Multiple

Customer Excellence
Author: Eric Jacques

CustomerThink
Authors: Multiple

DiMuccio's Data Views
Author: Bo DiMuccio (TSIA)

FT Word
Author: Françoise Tourniaire

Kate Leggett's Blog
Author: Kate Leggett (Forrester)

Kepner-Tregoe Blog
Authors: Multiple

Michael Maoz
Author: Michael Maoz (Gartner)

Off Center
Author: Greg Levin

The Operations Blog
Author: Marci Reynolds

The Pace of Service
Author: Michael Pace

Ragsdale’s Eye on Service
Author: John Ragsdale (TSIA)

Service Visions
Author: Thomas Lah (TSIA)

Support Sense
Author: Bill Rose

Think Customers (1to1 Media)
Authors: Multiple

Up and to the Right
Author: Julia Stegman (TSIA)

What Would Sally Do?
Author: Sally Foster (TSIA)

Wired & Dangerous
Authors: Chip Bell and John Patterson

Working Smarter Cafe
Author: Leo Daley (Kronos)

VENDORS

Coveo Insights

Desk.com Blog

Ecommerce Blog (BigCommerce)

The Eptica Customer Experience Blog

Freshdesk Thoughts

ISOdx Prez

Jive Talks

Kampyle Blog

The Listening Post (Vovici)

Parature Blog

Sysomos Blog

Social Studies Blog (Get Satisfaction)

Very Best Service

Zendesk Blog


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