BLOGS From Al Hahn & Other Industry Thought Leaders

Taking the Top Ten Report Into a New Era

Al Hahn, Executive Director, ASP With the 2019 Top Ten Report soon to be published, we’re excited to announce some changes and improvements to the report itself and ASP as a whole which will help deliver ever more value to our members. This year was our 21st competition of support websites, and based on the learning from all these past years, we made significant changes to our scoring model. This year’s winners will be announced on our homepage and in our monthly newsletter. You can

By |August 7th, 2019|

ASP Wants to be the Hub of the Support Community

ASP is deceptively busy right now. Of course, with the judges scores coming in for our Top Ten Best Support Websites competition, that is to be expected. Yes, the deadlines are almost here and we are receiving scores daily. Soon, we will tally up the scores and make our announcement of this year’s winners. Then we have to write an individual report for every site that was entered, order trophies for the Top Ten, and write the approximately 140-page report that shares essays from each

By |July 10th, 2019|

Where is Support Going?

ASP’s conference March 27-28, hosted by ServiceNow in San Diego, is all about Artificial Intelligence (AI) in support. This, plus many conversations that I have had in the last year with support leaders has got me thinking about where support is going. This is, of course, the kind of thing that ASP cares about and should be frequently thinking about. There are many trends that are making a difference worth noticing, but three really stand out as far as making a significant difference. They are:

By |March 4th, 2019|

Our webinars will resume in August.

Webinars in partnership with 

ASP Announces 2019 Top Ten Best Support Websites

After our 21styear of this competition, we are happy to announce this year’s winners. Each site is scored by five independent judges in 25 different areas. The judges are vetted for relevant expertise and for no conflict of interest with that site. Every contestant receives a confidential site report with average scores in all 25 categories along with judges’ comments and recommendations for improving the site. In a few weeks, reports on the overall competition, overall average scores in all 25 categories, trends, benchmarks and winner’s profiles will be published. They are available to all ASP members and are available for purchase to non-members. There are three groups of companies by total corporate revenues in order for them to be judged against competitors of similar resources.  Small companies are those with revenues under $100 million. Medium sized companies are those with revenues between $100 million and $999 million. Large companies are those with revenues of $1 billion and more. ASP does not publish rankings within the Top Ten. This year’s winners are listed below in alphabetical order within their respective groups.

Small Companies

Clio

Republic Wireless

Medium Sized Companies

Progress

Quest

Rubrik

Large Companies

NetApp

Red Hat

Resideo

Symantec

Veritas

ASP Partners With Coveo to Expand Newsletters

We have partnered with Coveo to expand our newsletter content and circulation. Starting this January we have added more articles and will continue adding content. This is part of our efforts to expand ASP that was requested by our Member’s Advisory Board.

Coveo

ASP Policy on Sponsors and Partners

ASP regards companies that sell products and services to support organizations as important parts of our community. We need and use tools to do our jobs. ASP uses the money that is generated by sponsorships and partnering to deliver ASP services to our members and keep our fees low. We try to pick sponsors and partners that are responsible community members. We avoid companies that just want to sell and don’t deliver much value. We never sell or rent our member’s list. We do share email addresses of those who register for webinars and events such as conferences with the sponsors of those activities. Our Top Ten competition sponsors are not allowed to enter the competition and their companies have no involvement or influence on the scores of individual companies or the winners of the competition.

New Report On Advanced Artificial Intelligence Tools for Support is Online Now

The new generation of AI tools is going to revolutionize support. It is not just bots, but Machine Learning, Natural Language Processing, Sentiment Analysis, and Predictive Analytics. These and more AI techniques will change the way that we deliver support and those changes are already underway. Our report has interviews with 13 different companies, including:

IBM
Oracle
Coveo
Red Hat
SAP
PTC
Zendesk
ServiceNow
AnswerIQ
Grazitti Interactive
TeamSupport
Tableau
Republic Wireless.

Some made their own tools and others bought tools. All of them have information to share with you. Many of the individuals interviewed will be presenting at our conference on AI tools in San Diego next March, hosted by ServiceNow. Members can just login and the report will be right there to download. You can purchase it for $360, but membership for a year only costs $180 and you get all of our reports.

Report on 2018 Top Ten Competition Available Now

This report on our twentieth annual competition features essays from all ten companies that were this year’s winners. It also has a trends analysis, average scores in all 25 categories that were scored, a list of judges, and much more. It can be purchased for $360 or you can become a member for a year for only $180 and get this report plus all of our other reports. To get it, just login and it will be right there.

2018 Top Ten Support Websites Announced

This is the 20th year that ASP has held a competition for the Top Ten Best Support Websites. Each site is judged by at least five independent judges, who are vetted for competency and conflict of interest with the site that they are judging. They score the sites in 25 different categories. Every entrant receives a custom individual report detailing their average scores versus the average score for their size company. Judges also provide comments that are priceless in determining how to improve the sites. ASP publishes an approximately 140 page report with essays for each TopTen site, trends in the year’s competition, average scores for each category and size company and more. This year’s report should be available by the end of August. The report is free to members and available to others for purchase. Just login to get the latest report. This years Top Ten are listed below in alphabetical order for each group. ASP does not list rankings. Please note that Ivanti, with it’s fourth Top Ten, joins our Hall of Fame.

Large Companies

ESRI
NetApp
Nutanix
Red Hat
SAP

Medium Sized Companies

Ivanti (Joins Hall of Fame)
JDA Software
NetScout
Spirent

Small Companies

Republic Wireless

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