Blog – Page 4

31 10, 2019

Red Hat – 2019 ASP Top Ten Winner Profile

By Al Hahn|Categories: ASP, ASP 10 Best Web Support Sites, Self-Help|Tags: red hat, self-help, self-service, top ten, web support|

RedHat is a 2019 Top Ten winner in the large-sized company group. This was their ninth win in a row. They are obviously doing many things right. RedHat’s many wins highlight their continuing site improvement efforts. They appear to understand user expectations for support continue to change and they must continue their efforts to improve all aspects of their self-service site and its use, such as through Google. This company does not rest on their laurels, but works hard to continue to evolve their site. Learn how the Red Hat team has developed its most recent web support capabilities and been recognized nine times by the ASP for their web support efforts.

29 10, 2019

ASP Announces 2020 Conference, Customer Success + Support: A Powerful Partnership

By Al Hahn|Categories: ASP, ASP Conferences, Conference|Tags: customer success, CX, event, support|

ASP Announces 2020 Conference Customer Success + Support: A Powerful Partnership. Join the ASP in Dallas March 24 - 25, 2020 to learn how companies define and deliver support for outcomes that customers want.

18 10, 2019

NetApp – 2019 ASP Top Ten Winner Profile

By Al Hahn|Categories: ASP, ASP 10 Best Web Support Sites, Self-Help|Tags: netapp, self-help, self-service, top ten, web support|

NetApp is a 2019 Top Ten winner in the large-sized company group. This was their second win in the past two years. Learn how the NetApp team has developed its most recent web support capabilities.

1 10, 2019

Quest – 2019 ASP Top Ten Winner Profile

By Al Hahn|Categories: ASP, ASP 10 Best Web Support Sites, Self-Help|Tags: quest, self-help, self-service, top ten, web support|

Quest is a 2019 Top Ten winner in the medium-sized company group. Learn how the Quest team has developed its most recent web support capabilities and been recognized five times by the ASP for their web support efforts (as Quest Software and as part of Dell). This report includes Top Ten Judges Comments (new for 2019) and the winning essay submitted by the Quest team.

28 09, 2019

Trainers don’t matter
(and other surprising facts about training)

By Francoise Tourniaire|Categories: ASP, ASP Blog, Training|Tags: people management, training|

Here are three misconceptions and other surprising facts about training by Françoise Tourniaire of FTWorks.

18 09, 2019

Web Support Best Practices, Benchmarks and Observations from the 2019 ASP Top Ten Awards Competition Now Available

By Al Hahn|Categories: ASP, ASP 10 Best Web Support Sites, ASP News, Self-Help|Tags: ASP, self-help, top ten, web support|

Web support best practices, benchmarks and observations from the 2019 ASP Top Ten Awards competition are now available in two new report from the ASP.

9 09, 2019

The ASP Extends Member Access to Enhanced Support Industry Research

By Al Hahn|Categories: ASP News|Tags: asp news, research, studies|

The Association of Support Professionals (ASP) and ServiceXRG are pleased to announce a partnership to enhance and extend the quality and availability of support industry research. Through this partnership, ServiceXRG and the ASP will collaborate on the development of new Support industry research studies and extend access to research reports, playbooks and articles to ASP members.

14 08, 2019

Improve Customer Experiences by Understanding What Users Want and Need

By Tom Sweeny|Categories: ASP, Customer Experience, Customer Satisfaction, Support, User Perspectives, User Wants and Needs|Tags: CSat, CX, expectations, experiences, NPS, Satisfaction, service levels|

The ability for a service organization to maintain an acceptable level of customer satisfaction and deliver a reasonable customer experience begins with a company’s understanding of what its customers need, want, and expect. When customer expectations are not well known or more importantly not managed – the instances of dissatisfaction will rise. This article describes the factors that affect customer satisfaction and experience levels.

12 08, 2019

Seven Critical Steps for Successful Service Delivery Automation

By Tom Sweeny|Categories: AI, ASP, ASP Blog, Automation, Support|Tags: AI, chatbot, cognitive, knowledge, Machine Learning, self-help, self-help technology, service automation, tech-touch|

This article introduces seven critical steps for successful service delivery automation and examines the intricacies and challenges associated with automating service processes.

12 08, 2019

Salesforce Trailhead

By Tom Sweeny|Categories: Customer Success, Service Programs, Training|Tags: certification, journey maps, testing, training plans|

Salesforce Trailhead is a self-paced, online learning platform provided for free to anyone. The platform offers learning on a growing portfolio of Salesforce topics, as well as a variety of other non-Salesforce-specific skills individuals need to be successful in today’s technology landscape. For some companies walking away from training revenue would be unthinkable. This is a bold customer-success focused strategy with benefits to Salesforce, Salesforce professionals and anyone that wants to develop technical and professional skills. Learn more about Salesforce Trailhead.

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