It is with great honor and excitement that I announce that the Articulate Support Site was named today by the Association of Support Professionals as one of this year’s Top Ten Best Web Support Sites.
The ASP is an international membership organization for customer support managers and professionals, and I submitted an in-depth application for our site, including insight on our back-end case management system, to the contest a couple months ago. I was delighted to learn today that we’re one of only two winners in the small company category.
According to the ASP press release:
These sites truly define “best practices” in Web support. 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
- Customer experience
- The major site development challenge
The ten winning sites will be profiled in a book called “The Ten Best Web Support Sites of 2007,” to be published by the ASP in June.
As our customers already know, we take great pride in offering the best product support in the industry. I also take a great deal of personal pride in the unmatched level of customer support and Web support offerings we provide to our customers.
Our support site and our ability to support thousands of customers around the world have come a really long way from just a few years ago — when the “site” was little more than a single page on the Articulate Web site with a link to our support email address, and we supported customers via Outlook.
Since then, our support site has grown to include this blog, our Knowledge Base, our robust Community Forums, product feature request form, live Web chat for premium customers, and much more. We’ve also scaled our support department and infrastructure to quickly and effectively support hundreds of customers on a daily basis.
I’m very proud of this accomplishment and extend a big congratulations to the Articulate Support team and everyone who’s helped to make our site what it is today! Thank you all.
Last, but not least, thank you to all our customers for being part of our support community and for providing the ongoing feedback that helps us improve all our resources and make your support experience even better.