ASP Research

ASP Top 10 Web Sites – Observations from the 2019 Competition

$360.00

Here are some of the notable observations from the essays of the winning sites. They are listed below and explained in this report.

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Description

This report introduces some of the notable trends and observations from the 2019 Top Ten Web Support Competition.  This is one of several reports that the ASP will publish this year based on the competition. A Top Ten Benchmark and Best Practices report is also available. Individual profiles featuring the essays from the winning sites will also be available. So, no huge 145 page report this year. Reporting from the Top Ten competition will be available in more bite-size chunks, easier to read, and easier to find specific information without having to scan the whole thing.

Here are some of the notable observations from the essays of the winning sites. They are listed below and explained in this report.

  1. Integration of training, and documentation in self-support.
  2. Companies are beginning to move away from call deflection as a prime metric, or at least as the primary way to justify budgets.
  3. Most popular tasks metrics lead to improved downloads and license key searches
  4. Acquisitions and spinning companies back out complicate self-service websites.