SMALL COMPANY DIVISION
2014 Awards Announcement
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
ASP Announces Ten Winners for
"Best Web Support Sites of 2014"
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:
Overall usability, design, and navigation
Knowledgebase and search implementation
The major site development challenge
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.