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The Year's Ten Best Web Support Sites
by The Association of Support Professionals, 8-1/2" x 11" spiral, $95

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Overview

It's no secret that many software companies now use the Web to deliver routine tech support solutions.  But a few pioneers have made an eye-opening discovery: A good Web-based support site will resolve more than half the questions that customers used to ask over the phone.  Even better, customers often prefer to look for the answers on the Web.  Good Web support sites win bonus points for customer satisfaction -- and save money.

Find out what the market leaders are doing!

What does it take to deliver Web support that keeps customers off the phones?  With the help of leading support experts, the Association of Support Professionals found ten software companies that really understand the Web.  Project leaders for these award-winning sites were invited to explain key features and describe important lessons they learned -- and then a trend analysis and benchmarking data were added.  The result is a book that's packed with ideas and insights to help you make your own site work much, much better.

Not just textbook solutions.

The Year's Ten Best Web Support Sites offers an inside look at a full range of Web support approaches.  You'll get screen-by-screen guided tours of sites that offer great navigation, advanced technology, and features that are fine-tuned for corporate users, consumers, technical markets, and other segments.  Most importantly, this book gives you a candid, behind-the-scenes view of how these sites were built.  You'll learn about budgets, metrics, tips, and tools.  And, you'll hear about occasional snafus -- and how to avoid them yourself.

Table of Contents

The evaluation process covers the following areas:

  • Overall usability, design, and navigation
  • Knowledgebase and search implementation
  • Interactive features
  • Personalization
  • The major site development challenge

To select this year's winners, the judges evaluated 63 different Web sites in two categories--an Open Division (six awards) and a Small Company Division (four awards).


The Resource Center for Customer Service Professionals
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Last modified November 23, 2002