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  • Veritas was one of ASP’s 2019 Top Ten Support Website competition winners in the small-company group.  Learn how the Veritas team has developed its most recent web support capabilities and been recognized by the ASP for their web support efforts. This Report is included with ASP membership. Not an ASP Member?  Join Today
  • This Perspective introduces the definition of Technical Support Excellence and outlines the steps to attain it. This Report is available to ASP Members. Not an ASP Member?  Join Today
  • Symantec was one of ASP’s 2019 Top Ten Support Website competition winners in the small-company group.  Learn how the Symantec team has developed its most recent web support capabilities and been recognized by the ASP for their web support efforts. This Report is included with ASP membership. Not an ASP Member?  Join Today
  • Salesforce Trailhead is a self-paced, online learning platform provided for free to anyone.  This Innovation profile describes the Salesforce Trailhead platform.
  • Rubrik was one of ASP’s 2019 Top Ten Support Website competition winners in the small-company group.  Learn how the Rubrik team has developed its most recent web support capabilities and been recognized by the ASP for their web support efforts. This Report is included with ASP membership. Not an ASP Member?  Join Today
  • Resideo is a 2019 Top Ten winner in our large company group. This is their first time in the Top Ten and they are to be commended for doing so well.  Learn how the Resideo team has developed its most recent web support capabilities. This Report is included with ASP membership. Not an ASP Member?  Join Today
  • Republic Wireless was one of ASP’s 2019 Top Ten Support Website competition winners in the small-company group.  Learn how the Republic Wireless team has developed its most recent web support capabilities and been recognized by the ASP for their web support efforts. This Report is included with ASP membership. Not an ASP Member?  Join Today
  • RedHat is a 2019 Top Ten winner in the large-sized company group. This was their ninth win in a row.  Learn how the Red Hat team has developed its most recent web support capabilities. This Report is included with ASP membership. Not an ASP Member?  Join Today
  • Through the Service Innovation Series, ServiceXRG highlights examples of innovative approaches to achieve service excellence. In this Service Innovation profile, we feature IBM’s use of its own Watson technologies as a platform to deliver a new approach to service delivery – Cognitive Support. This Report is available to ASP Members and Guests. Not an ASP Member?  Join Today
  • Quest is a 2019 Top Ten winner in the medium-sized company group. Learn how the Quest team has developed its most recent web support capabilities. This Report is included with ASP membership. Not an ASP Member?  Join Today
  • Progress was one of ASP’s 2019 Top Ten Support Website competition winners in the small-company group.  Learn how the Progress team has developed its most recent web support capabilities and been recognized by the ASP for their web support efforts. This Report is included with ASP membership. Not an ASP Member?  Join Today
  • NetApp is a 2019 Top Ten winner in the large-sized company group. This was their second win in the past two years.  Learn how the NetApp team has developed its most recent web support capabilities. This Report is included with ASP membership. Not an ASP Member?  Join Today
  • This report introduces the approach and metrics companies can use to define and measure the efficiency and productivity of support staff and resources.  Support productivity metrics include Case Handling Productivity, First Contact Case Closure Productivity, Case Closure Productivity. This Report is available to ASP Members. Not an ASP Member?  Join Today
  • Before you can effectively measure and improve customer satisfaction you must have a clear understanding of what satisfaction is. Satisfaction is primarily an indication that an expectation has been met. Satisfaction is a subjective measure that will vary based on the personal preferences, perceptions, and experiences of an individual. Customers typically indicate that they are satisfied when their expectations are met or exceeded. Because people will likely have different expectations, two customers that experience the same outcome or quality of service may express different levels of satisfaction. This Report is available to ASP Members. Not an ASP Member?  Join Today
  • First Contact Resolution (FCR) measures the percent of cases reported through assisted support channels that are acknowledged to be resolved by the customer as a result of the initial interaction with a qualified support representative. FCR is a common metric used throughout the technology services and broader customer services industries. While widely used the underlying inputs and assumptions that makeup FCR vary widely. A consistent definition for FCR is essential to performance benchmarking against companies and industry segments. More importantly a well-defined method for measuring FCR assures that the insights gained from FCR performance will point to meaningful corrective actions to improve support efficiency and effectiveness. This report presents a consistent framework to measure how efficiently each customer question gets to the person that has the skills, knowledge and tools to provide the right answer the first time the customer engages with Support. This Report is available to ASP Members. Not an ASP Member?  Join Today
  • The way we interact with customers directly affects the way they perceive us. When we are responsive, attentive, willing, and able to provide the information or assistance they need, we increase the likelihood of providing a positive experience. When we are difficult to do business with, unable or unwilling to satisfy customers’ needs, indifferent, inept, or rude, chances are the customer will have a bad experience. This Report is available to ASP Members. Not an ASP Member?  Join Today
  • Clio was one of ASP’s 2019 Top Ten Support Website competition winners in the small-company group.  Learn how the Clio team has developed its most recent web support capabilities and been recognized by the ASP for their web support efforts. This Report is included with ASP membership. Not an ASP Member?  Join Today
  • Automation of Technical Support or Customer Success functions can yield great returns, yet these service activities can be difficult to replicate with systems. To effectively automate service activities, it is critical that the underlying processes be fully understood and analyzed to determine their appropriateness for automation. Effective service automation requires a combination of enabling technologies, robust content, and a willingness by customers to use these systems.  This report examines the intricacies and challenges associated with automating the support process and examines opportunities for significant cost efficiencies. This Report is available to ASP Members and Guests. Not an ASP Member?  Join Today
  • Here are some of the notable observations from the essays of the winning sites. They are listed below and explained in this report. This Report is included with ASP membership. Not an ASP Member?  Join Today
  • The Top Ten Best Web Support Performance Categories and maximum scoring values are introduced and defined in this report. This Report is included with ASP membership. Not an ASP Member?  Join Today
  • In the Association of Support Professionals 2017 report on the changing expectations of support, Al Hahn highlighted how Millennial behavior was changing the way we must think about delivering service and support. Millennials, born in the connected world, viewed our messy and siloed offerings – our disconnectedness – as barriers to trade to be avoided. The idea of having to call someone to resolve a problem or answer a question, once considered the gold standard of support for which many of us still charge, clashes with their idea of suitable support. Having to identify themselves, explain their issue multiple times, or interact with multiple departments is intolerable to Millennials.
  • This is the twentieth year for ASP’s Top Ten Best Support Websites competition. We are privileged to say that many of the world’s best-known companies still compete regularly. These include such brands as Cisco, Dell, Intel, IBM, Oracle, Red Hat, and Microsoft. While not all of these competed this year, they all have competed many times during the past twenty years. However, not all of our competitors are well-known. There are many mid-size and small companies as well. We have always maintained that those who benefit the most are not the ten winners, but those who entered without much chance of winning and gained valuable insights into how to improve their sites.
  • This conference was held in Raleigh, North Carolina, USA at Red Hat Headquarters. 53 people attended, including a high percentage of Directors and Vice Presidents of Support and Customer Success/Experience organizations. Many of these presenters came from ASP’s Member’s Advisory Board. Sponsors included Coveo, Salesforce, and Service Strategies. The theme for this conference was Transforming Support and the topics were largely taken from ASP’s 2017 report on The Changing Expectations of Support. This report concluded that support organizations were undergoing rapid and significant changes in expectations from users.
  • When we held our conference at Red Hat in Raleigh this March, the buzz in the room was around a new generation of Artificial Intelligence (AI). So much so that we felt compelled to research and write this report. We will be the first to admit that it is not as definitive as we would like. That’s because the new generation of AI tools are still evolving very rapidly and any attempt to report definitively at this point would be doomed before it started. We still believe that this report will be helpful, but our own standards won’t allow us to say that it is anything more than an interim report of a fast-moving target.
  • ASP has an annual competition for the Top Ten best Support Websites. This approximately 120-130 page report has essays from each of the Top Ten about their websites, average scores, a trends analysis, names of the many independent judges, explanation of the 25 different categories that are scored, and more. The report effectively defines the state-of-the-art in self-support websites each year. We receive many requests for back copies. If you want to get some insight in to how to design an effective self-support website, this is the authoritative source.
  • We talk with both ASP members and non-members alike about the changing expectations of support all the time. This is a perennial topic for those of us in the business of supporting customers. At last year’s Joint Symposium, we had two different presentations about how Millennials were changing things. Millennials are the largest generation since the Baby-Boomers, so they will exert a great deal of influence as they begin to dominate.
  • This year ASP has partnered with Service Strategies, the National Association of Service Managers, and the Society of Service Executives on this salary survey to get a broader cross section of companies. Because of industry consolidation, there are simply fewer companies to survey. Despite the partnering, this year we had only 16 companies in our survey, compared with 35 last year, and 66 the year before that.
  • A Simplified Look at Support and Services Revenue and Margin Contributions ASP published a financial ratios report from 2004 through 2014. We have not published this report since then. It simply got too complex to research and write in a way that would be useful for our members.
  • This year Tricentis was one of our Top Ten Best Web Support Sites, an annual competition that has been going on for 18 years now. They were the only winner in the small company (under $100 million in total corporate revenues) category. There were, however, only two small companies entered, so that does not seem to be too great an achievement, unless you look at the scores. Tricentis score beat over half of the large companies (over $1 billion) and those companies have many times the resources of Tricentis. The company has around 240-250 employees total and approximately 40 in support. This information makes their achievement remarkable.
  • ASP has an annual competition for the Top Ten best Support Websites. This approximately 120-130 page report has essays from each of the Top Ten about their websites, average scores, a trends analysis, names of the many independent judges, explanation of the 25 different categories that are scored, and more. The report effectively defines the state-of-the-art in self-support websites each year. We receive many requests for back copies. If you want to get some insight in to how to design an effective self-support website, this is the authoritative source
  • This year ASP has partnered with Service Strategies, the National Association of Service Managers, and the Society of Service Executives on this salary survey to get a broader cross section of companies. Because of industry consolidation, there are simply fewer companies to survey.
  • Companies have evolved customer measurements as well as the entire customer journey. It has occurred to us at ASP that it is confusing to many of our members. This report attempts to sort through the relevant issues, provide more clarity on those issues, and make a few recommendations. For starters, these are not all the same things. Customer satisfaction and customer effort are essentially metrics. The customer experience and customer success are journeys that your customers go through while using your products and services. It can definitely exacerbate the confusion factor when they are used almost interchangeably. They are not interchangeable! 
  • ASP has an annual competition for the Top Ten best Support Websites. This approximately 120-130 page report has essays from each of the Top Ten about their websites, average scores, a trends analysis, names of the many independent judges, explanation of the 25 different categories that are scored, and more. The report effectively defines the state-of-the-art in self-support websites each year. We receive many requests for back copies. If you want to get some insight in to how to design an effective self-support website, this is the authoritative source.
  • This year ASP has partnered with Service Strategies on this salary survey to get a broader cross section of companies. Because of industry consolidation, there are simply fewer companies to survey. Despite the partnering, this year we had 66 companies in our survey, compared with 88 last year. Eventually this consolidation trend will hit bottom and start heading the other way as more startups begin to mature. There are, for example, a significant number of SaaS startups in San Francisco (instead of Silicon Valley, 40 miles south). These things go in cycles and we look forward to seeing the number of companies participating in this annual survey going up again.