This is the twentieth year for ASP’s Top Ten Best Support Websites competition. We are privileged to say that many of the world’s best-known companies still compete regularly. These include such brands as Cisco, Dell, Intel, IBM, Oracle, Red Hat, and Microsoft. While not all of these competed this year, they all have competed many times during the past twenty years. However, not all of our competitors are well-known. There are many mid-size and small companies as well. We have always maintained that those who benefit the most are not the ten winners, but those who entered without much chance of winning and gained valuable insights into how to improve their sites.- In the Association of Support Professionals 2017 report on the changing expectations of support, Al Hahn highlighted how Millennial behavior was changing the way we must think about delivering service and support. Millennials, born in the connected world, viewed our messy and siloed offerings – our disconnectedness – as barriers to trade to be avoided. The idea of having to call someone to resolve a problem or answer a question, once considered the gold standard of support for which many of us still charge, clashes with their idea of suitable support. Having to identify themselves, explain their issue multiple times, or interact with multiple departments is intolerable to Millennials.
- The Top Ten Best Web Support Performance Categories and maximum scoring values are introduced and defined in this report. This Report is included with ASP membership. Not an ASP Member? Join Today
- Here are some of the notable observations from the essays of the winning sites. They are listed below and explained in this report. This Report is included with ASP membership. Not an ASP Member? Join Today
