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The Awards
2013 Awards

2012 Winners

  • Cisco Systems
  • Infor
  • Informatica
  • Quest Software
  • Red Hat
  • SAS Institute
  • Yahoo!

  • Blackbaud
  • TiVo
  • Tricentis

  • Announcement

    The Judges  >  2012 Awards Announcement

    ASP Announces Ten Winners for
    "Best Web Support Sites of 2012"

    The Association of Support Professionals (ASP) has announced the winners of its fifteenth annual "Ten Best Web Support Sites" competition, a prestigious award that showcases excellence in online service and support.

    The 2012 winners include (in alphabetical order) seven Open Division entries—Cisco Systems, Infor, Informatica, Quest Software, Red Hat, SAS, and Yahoo. In addition, three companies—Blackbaud, TiVo, andTricentis—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:

  • Overall usability, design, and navigation
  • Knowledgebase and search implementation
  • Interactive features
  • Customer experience
  • The major site development challenge

  • The ten winning sites will be profiled in a book called "The Ten Best Web Support Sites of 2012," to be published by the ASP in July.

    "Web-based support has evolved far beyond its origins as a low-cost channel for delivering break-fix solutions," says ASP executive director Al Hahn. "The trend-setters now use their support sites as a platform for hosting large user communities, for delivering skills training, and for interacting with customers over the whole life-cycle of product ownership. In turn, customers tend to reward these companies with higher satisfaction scores and long-term loyalty."

    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.

    For additional information, please contact:
    Al Hahn, executive director
    Association of Support Professionals
    38954 Proctor Blvd., #396
    Sandy, OR 97055