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Web Support  >  Resources  >  Web Support

Web Support


Image  Setting Limits on Unlimited Support (2009)
A provocative ASP report explores the question whether the best way to deliver high-quality support is to answer every question that customers ask.

Image  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: 2009 ($95 non-member price, $60 members). Previous editions: 2008, 2007, 2006, 2005, 2004, 2003, 2002, 2001, 2000, 1999 and 1998 ($24 each).

Image  Web Support Assessment Techniques (2006)
Five methodologies for objectively analyzing a Web support site.

Image  Product Support Blogs (2006)
A few pioneering companies are using blogs to encourage an ongoing dialog with support customers.

Image  Managing Support Forums (2004)
How to develop an effective self-service support forum where users contribute most of the solutions.

Image  The Economics of Online Support (2002)
Survey data on site maintenance costs, transaction cost benchmarks, e-mail productivity, and knowledgebase resolution rates.

Image  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]

Image  Indicates complimentary Open House hours

      Becky Carroll, president, Petra Consulting Group

      Tom Sweeney, principal, ServiceXRG

Image  Françoise Tourniaire, principal, FT Works

      Jeffrey Tarter, executive director, ASP


Interaction Elasticity (Jakob Nielsen)
Usage goes down as interaction costs increase.

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.


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?"

[Under construction—recommendations welcome]

Nielsen Norman Group, Fremont, CA 94539; 415/682-0688.
Web: Web site usability consulting.

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Collective Wisdom: Transforming Support with Knowledge
Françoise Tourniaire and David Kay
Click image for details.

Information Architecture for the World Wide Web
Louis Rosenfeld and Peter Morville
Click image for details.


Year's Ten Best Web Support Sites
Association of Support Professionals
Click image for details.

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