TheSupportExperience

The Support Experience

By Al Hahn
Executive Director
The Association of Support Professionals

ASP is partnering with SupportLogic to help them with their upcoming event SXLive. This conference will be virtual on April 5-7, 2022. The focus is on the Support Experience, something that we believe is of vital importance in this subscription economy for technology (and other) products and services. In fact, we rethought the scoring of our ASP Best Support Websites competition a few years ago to put more weight on the experience. Customer Success is critical and that is driven by the Customer Experience, which is mostly driven by their Support Experience. This makes the importance of support much higher than ever before. Sure, it is very important to get new customers, but if you can’t hang on to them, it doesn’t matter. You will not make any profit and you will go out of business quickly.

We are delighted to see this event focused exclusively on the Support Experience. We know many of the people at SupportLogic and they get support. It starts with their CEO, Krishna Raj Raja. Krishna has been in the support trenches and is their visionary. There are many great speakers already lined up including support leaders from Coveo, Google, SAP, Salesforce, ServiceNow, Snowflake, Workday & Zendesk, with more to come soon. If you share our belief that the support experience is important, don’t miss this event. Go here for more info and to register. It’s free. We plan to honor some of the outstanding individuals out there helping customers. You will enjoy hearing the stories of these often-overlooked heroes.

Related Posts

The Power of Communities

Customer Success + Support: A Natural Partnership The Association of Support Professionals held an online conference Oct 6, 7 and 8th that looked at the benefits of aligning Customer Success and Support activities. During these three days, experts talked about how Customer Success and Support can work together for both the Customer and the Company. This blog highlights the first session from Mikael Blaisdell, Founder & Executive Director, The Customer Success Association.

You Need Excellent Self-Support for Your Digital Transformation

Customer Success + Support: A Natural Partnership The Association of Support Professionals held an online conference Oct 6, 7 and 8th that looked at the benefits of aligning Customer Success and Support activities. During these three days, experts talked about how Customer Success and Support can work together for both the Customer and the Company. This blog highlights the first session from Mikael Blaisdell, Founder & Executive Director, The Customer Success Association.

Customer Success + Support: A Natural Partnership

Customer Success + Support: A Natural Partnership The Association of Support Professionals held an online conference Oct 6, 7 and 8th that looked at the benefits of aligning Customer Success and Support activities. During these three days, experts talked about how Customer Success and Support can work together for both the Customer and the Company. This blog highlights the first session from Mikael Blaisdell, Founder & Executive Director, The Customer Success Association.

ASP Announces Best Support Websites of 2020

Al Hahn Executive Director ASP Best Support Websites of 2020 Announced ASP has held a support website competition for the past 22 years. Each site is judged by five independent judges who have been vetted for relevant experience. They score websites in 22 areas. This year the top five are listed below. Top Five Scoring Websites (In Alphabetical Order) Ivanti NetApp

3 Questions to Ask–and 3 Ways to Improve Your Surveys Today!

Have you ever wondered if those surveys companies relentlessly send are missing the point? You’re right. Most surveys are so flawed they’re broken. In this post, I’ll look at three ways to improve your surveys—because if flawed surveys are everywhere, possibly yours have a few problem areas too!

Changing Expectations of Support

People are far less willing to “go somewhere” on the web to get support. They expect it to be where they are. You might think it’s unfair, but if a user today is having a problem (especially in a mobile experience), they are very unlikely to go to your website, navigate to support, log in, and only then engage with you.

About the Author:

Title