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ASPonline.com
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Web Support
REPORTS
The Year's Ten Best Web Support Sites
A behind-the-scenes look at how leading software companies
developed their award-winning Web support sites. Current edition:
2007 ($95 non-member price, $60 members). Previous editions: 2006,
2005, 2004, 2003, 2002, 2001, 2000, 1999 and 1998 ($24 each).
Web Support Assessment Techniques
(2006)
Five methodologies for objectively analyzing a Web support
site.
Product Support Blogs
(2006)
A few pioneering companies are using blogs to encourage an
ongoing dialog with support customers.
Managing Support Forums
(2004)
How to develop an effective self-service support forum where
users contribute most of the solutions.
The Economics of Online Support
(2002)
Survey data on site maintenance costs, transaction cost
benchmarks, e-mail productivity, and knowledgebase resolution
rates.
Economics of Web-Based Support
(1999)
Survey data on online support maintenance costs, productivity,
site maintenance and transaction costs, salary levels for Web
support staff, e-mail productivity and turnaround time,
knowledgebase metrics and vendor satisfaction ratings. [FREE]
EXPERTS
 Indicates
complimentary Open House hours
Becky
Carroll,
president, Petra Consulting Group
Tom
Sweeney and Ladd Bodem,
principals, ServiceXRG
Françoise
Tourniaire, principal, FT Works
Jeffrey
Tarter,
executive director, ASP
LIBRARY
Self-Service Segmentation
(ServiceXRG)
A well-designed Web support site takes into account some
major differences in customer attitudes and experience.
Web Support Automation vs. Human
Support (Rick Kilton)
In the rush to automate every aspect of support, let's not
overlook the importance of personal contact.
FORUM POSTINGS
Wiki Format for Knowledgebase?
"We're thinking about adopting a Wiki format (collaborative
knowledgebase) for our Web support content. Has anyone tried
this approach or can offer advice?"
How can I get budget dollars for
localization?
"We have a fair number of overseas customers, but I can't
seem to convince top management that we should translate our
Web content into any language besides English. How can I
persuade the Ugly Americans in my company to show a little
more enlightenment?"
What can we expect from a chat
feature?
"I'm looking for advice or data from people who've implemented
text-based chat as part of their support operations. What have
you found?"
USEFUL LINKS
[Under construction—recommendations welcome]
Service Strategies,
San Diego, CA 92127; 858/674-4864.
Web: www.servicestrategies.com/emails/contactform_eservice_asp.html.
Comprehensive benchmarking and certification program for
eService channels.
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Collective Wisdom: Transforming Support with
Knowledge
Françoise Tourniaire and David Kay
Click image for details.
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Information Architecture for the World Wide Web
Louis Rosenfeld and Peter Morville
Click image for details.
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Year's Ten Best Web Support Sites
Association of Support Professionals
Click image for details.
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