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 125 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

Research Being Done on New Report on Advanced AI Support Tools

We have begun interviews for a new report on next generation AI-based support tools such as advanced machine learning, natural language processing and predictive analytics. We are interested in talking with anyone using AI with Salesforce and Zendesk. If you are using any of these or any other advanced AI tools, please contact our executive director, Al Hahn at ahahn@asponline.com for an interview.

New Report on Fast Isn’t Fast Enough Online Now

The chair of ASP’s Member’s Advisory Board, Matt Phillips presents on this topic at our March conference, and also did a webinar about it. His report on the topic is online now for all members. We can no longer get by with charging premium rates for fast phone support. What do we do now? Read the report to find out.

Report on ASP’s 2018 Conference on Transforming Support is Online Now

Want to read about the conference and all the hot topics covered? Login and it will be right there waiting for you, along with all the presentations.

ASP’s Conference on Transforming Support a Big Success According to Attendee Survey

The conference was held in Raleigh, North Carolina, USA at Red Hat Headquarters. 53 people attended, including a high percentage of Directors and Vice Presidents of Support and Customer Success/Experience organizations. Many of these presenters came from ASP’s Member’s Advisory Board. Sponsors included Coveo, Huawei, Salesforce, and Service Strategies. The theme for this conference was Transforming Support and the topics were largely taken from ASP’s 2017 report on The Changing Expectations of Support. This report concluded that support organizations were undergoing rapid and significant changes in expectations from users. These changes have been going on for about three years for many companies and are expected to continue for another three years. The changes are viewed by many as more revolutionary than evolutionary.

While ASP produced the Joint Symposium with two other associations for three years previously, it was not particularly successful for us. This conference was the first attempt to focus solely on support organizations needs and was viewed by over 95% of attendees (we did a survey) as successful. The main reasons that attendees were so satisfied with the conference were well-chosen topics and lots of interaction with peers.  Over 95% said they were either likely or very likely to attend a conference next year, which makes it probable that we will repeat it with new topics and format changes that are indicated by the feedback of attendees. We already have two companies that have volunteered to host it. To really understand the presentations, you will have to download them. They are available, along with a summary of the conference to all ASP members in the member portion of our website by clicking on the button above.

New Report on Financial Ratios Online Now

We have not done this report since 2014, but you have asked for it, so here it is. This report has over 50 companies, including software applications, software infrastructure, SaaS, hardware, and professional services. Their hardware service, software support and professional service revenues and expenses are listed. How do you compare? Just login and find out.

Report on the Changing Expectations of Support Online

Many ASP members believe that the expectations of support have been changing rapidly and dramatically. To check this out, we conducted a survey and interviewed many support ledes and a few consultants. there may be surprises in this report for some. All members get access to the report as part of their membership fee. Login to get it.

ASP Forms New Member’s Advisory Board

In March of 2017 ASP formed a new Member’s Advisory Board. It provides a direct voice into ASP from all corporate members and several individual members. The Board helps direct which reports we write, what workshops we offer and all ASP activities.The board last met in May.

REPORTS

2018 Research Reports
2018 When Fast Isn’t Fast Enough
2018 A Report on ASP’s Conference on Transforming Support

 

2017 Research Reports
2017 ASP Support & Services Financial Ratios Report
2017 Top Ten Best Web Support Sites of 2017
2017 ASP Salary Survey Report
2017 The Changing Expectations of Support

 

2016 Research Reports
2016 Customer Satisfaction, the Customer Experience, Customer Success and Customer Effort
2016 Tricentis Report
2016 Ten Best Web Support Sites of 2016
2016 Technical Support Salary Survey

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ASP Reports

Monthly ASP Newsletter

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