Cisco's Technical Support and Documentation Website has now been selected as one of the "Ten Best Web Support Sites" by the Association of Support Professionals (ASP). This prestigious award showcases excellence in online service and support. Cisco Systems was also named to ASP's Web Support Hall of Fame, which honors sites that have been named among the "Ten Best" for at least four years. Only four other companies have made it into ASP's Hall of Fame.
The award winners were selected by a panel of judges with expertise in Web support design and implementation, using a scoring system based on 25 separate performance criteria. The evaluation process covers the following areas:
- Overall usability, design, and navigation
- Knowledgebase and search implementation
- Interactive features
- The major site development challenge
The ten winning sites will be profiled in a book-length report that the ASP will publish in July, 2005.
"It's no exaggeration to say that the Web has dramatically transformed the relationship between support customers and technology vendors," ASP executive director Jeffrey Tarter notes. "Instead of trying to discourage the use of expensive telephone support, vendors are now encouraged to keep adding new Web services and to enhance the usability of their sites. Support has become a source of competitive advantage, a way to generate customer loyalty and follow-on sales. This year's winners are clearly on the leading edge of this trend, and the delivery concepts they've developed will be watched closely by other support site developers."
Also this Spring, Cisco's Technical Support and Documentation Website was recognized by the Service and Support Professionals Association (SSPA) with the 2005 STAR Awards for Best Practices in the Self-Service Category. This is the first time in Cisco's history that Cisco has won both the ASP and the SSPA awards for support website in the same year.
The Association of Support Professionals is an international membership organization for customer support managers and professionals. In addition to its annual "Ten Best" awards, the ASP publishes research reports on a wide range of support topics, including support compensation, services marketing, and fee-based support.