The Association of Support Professionals (ASP) has announced the winners of its 17th annual "Ten Best Web Support Sites" competition, a prestigious award that showcases excellence in online service and support.
The 2014 winners include (in alphabetical order) eight Open Division entries: Cisco, EMC, Google Adwords, IBM, McAfee, Microsoft Surface Support, PTC and Red Hat. In addition, two companies—SirsiDynix and Tourplan—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:
The ten winning sites will be profiled in a book called "The Ten Best Web Support Sites of 2014", to be published by the ASP in July.
"Web support continues to evolve rapidly," says ASP founder Jeffrey Tarter. "We constantly update our scoring criteria to reflect industry trends, large and small, and this year we put a much larger emphasis on how a site supports external communities. There seems to be a genuine consensus that online forums and discussion groups are now a necessary feature for just about any state-of-the-art support site, and our current scoring reflects this consensus."
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.
- Overall usability, design, and navigation
- Knowledgebase and search implementation
- Interactive features
- Community engagement
- The major site development challenge