Featured Report: ASP Top 10 Web Sites – Best Practices and Benchmarks
To be recognized as one of the industry’s Top Ten Best, web sites are evaluated based on 25 practices and characteristics across five performance categories. Each web site is personally judged by a team of support industry experts. Judges evaluate each web site and provide a performance score for each of the 25 web support attributes. Leading support web sites are recognized by the ASP as one of the top ten best. The Top Ten Best Web Support Performance Categories and maximum scoring values are introduced and defined in this report.
Featured Report: ASP Top 10 Web Sites – Observations from the 2019 Competition
This report introduces some of the notable trends and observations from the 2019 Top Ten Web Support Competition. Here are some of the notable observations from the essays of the winning sites. They are listed below and explained in this report.
- Integration of training, and documentation in self-support.
- Companies are beginning to move away from call deflection as a prime metric, or at least as the primary way to justify budgets.
- Most popular tasks metrics lead to improved downloads and license key searches
- Acquisitions and spinning companies back out complicate self-service websites.