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Web Support

The Year's ten Best Web Support Sites

A behind-the-scenes look at how leading software companies developed their award-winning Web support sites. Current edition: 2015 ($95 non-member price, $70 members). Previous editions: 2014, 2013, 2012, 2011, 2010, 2009, 2008, 2007, 2006, 2005, 2004, 2003, 2002, 2001, 2000, 1999 and 1998 ($30 each).


Reports
Tricentis Report (2016)
Tricentis was one of our Top Ten winners in 2016. they won in the small company division, but their score was better than half of the $billion companies. They have also been in our Top Ten three times in their six years of delivering support. They are obvious over-achievers. This report provides details of how they have been so effective. It is based on interviews with several Tricentis employees. It is actually a mini-report with only a few pages to read.
Ten Best Web Support Sites of 2016 (2016)
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. 


Kaspersky's Virtual Agent (2014)
Setting Limits on Unlimited Support (2009)
A provocative ASP report explores the question whether the best way to deliver high-quality support is to answer every question that customers ask.
Interaction Elasticity (2008)
Usage goes down as interaction costs increase.

Experts
Indicates complimentary Open House Hours

Becky Carroll
President
Petra Consulting Group
Tom Sweeney
Principal
ServiceXRG
Website
Fran├žoise  Tourniaire
Principal
FT Works
Email
Website

Library
Web Support Assessment Techniques
Five methodologies for objectively analyzing a Web support site.
Web Support Automation vs. Human Support  (Rick Kilton)
In the rush to automate every aspect of support, let's not overlook the importance of personal contact.

Useful Links
Nielsen Norman Group
Web site usability consulting