Al Hahn Executive Director The Association of Support Professionals
ASP Best Support Websites
For the past 24 years ASP has audited support websites. Each site is scored by five independent judges in 22 different areas. Twenty areas are scored by using the websites, observing features and trying to do things that are important to support. They search, check for languages, enter cases, and many other things. The judges are all volunteers who have been vetted for relevant experience and conflict-of-intertest. No one can judge their own website or those of a direct competitor. Well known support consultants such as David Kay and Francoise Tourniaire are among our judges, and they cannot audit a website that they worked on.
We award the very best support websites, but all sites receive a confidential report detailing average judges scores in all 22 areas versus the overall average scores for that year. The reports also include screen shots that illustrate things found and judges’ comments including the three most important things that need improvement. Many companies that win awards almost every year continue to have their sites evaluated because they value these objective, outside evaluations.
We do charge a small fee for these site audits from $1,000 to $2,000, depending on company size. ASP Corporate members receive discounts. This is the industries’ biggest bargain to get important feedback on your support site.
We are now taking entries for this year until May 20. Go to our website at www.asponline.com and click on the AWARDS pull-down menu for all the information, including scoring criteria and entry instructions.
This year the ASP Best Support Websites activity is sponsored by a generous donation from SearchUnify is a unified cognitive platform, by Grazitti Interactive, and is built on a core of cognitive technology, machine learning and an insights engine. It powers an intelligent search engine & AI-based applications including Intelligent Chatbot, Agent Helper, KCS Enabler, Escalation Predictor and Community Helper, that help elevate customer support & self-service.