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ASPonline.com
> Features |
"The Great Customer Experience"
As support quality becomes a point of competitive differentiation,
defining "great" support becomes a key issue. This report looks at
how various experts and support managers define the Wow! experience. Click for details.
2009 Support Salary Survey
Once again, we're collecting data for the annual ASP tech support
salary survey, now in its 14th year. This is a major benchmarking
effort that helps set pay levels across the whole industry,
so—as always—we're eager to attract as many
participants as possible. Please check out the survey
questionnaire here:
http://www.asponline.com/09salaryQb.html
"Best Sites" Nominations
This year, we're inviting ASP members (and non-members) to help us
find potential winners of our annual "Ten Best Web Support Sites"
awards. If you know of a site that's especially good, just send a
quick e-mail to ASP executive director Jeff Tarter (jtarter@asponline.com) with
the URL and any contact information you can provide. (You can
nominate your own company's site, too.) Please note that a nomination
is NOT the same as an entry—the site developers will still have
to submit an entry form and the usual supporting materials. We just
want to make sure we identify sites that are especially deserving of
attention.
Forum: Speed vs. Satisfaction
"Has anyone seen evidence that satisfaction rates go up when the
average speed of answer improves? We're trying to make a business
case for a few more agents on the phone, but it's surprisingly hard
to find concrete data on the potential ROI." If you have advice on
this question, visit this ASP Forum.
Forum: Rich Media ROI?
"Does rich media—specifically, video how-to clips—really
help resolve support issues? We're thinking about adding video to
our knowledgebase, but it's so expensive that we want to be sure
there's a positive ROI before we go ahead." Suggestions?.
"Maintenance & Services Ratios/2008"
We've posted the latest financial data for maintenance and
professional services income and expenses at the 100 largest
software companies, and once again services and support turn
out to be the engine that now drives profitability for the
technology industry. Details.
"Trends in Fee-Based Support"
A new ASP research report on "Trends in Fee-Based Support"
identifies six primary business models that technology companies
have adopted to deliver support and premium services. The report
draws on data from 141 survey respondents and looks at how each
group plans to enhance revenues and customer satisfaction. Details.
"Best Web Support Sites of 2008"
The 2008 edition of "The Year's Ten Best Web Support Sites"
provides a
fascinating behind-the-scenes look at the challenges of delivering
world-class online support—and the solutions that top site
developers have found. For details and a link to the order form,
visit the ASP Awards page.
| The Great Customer Experience |
Details |
| Maintenance & Services Ratios/2008 |
Details |
| Trends in Fee-Based Support |
Details |
| 2008 Technical Support Salary Survey |
Free |
| Management Performance Benchmarks |
Details |
| Maintenance & Services Ratios/2007 |
Details |
| A Guide to Packaged Services |
Details |
| 2007 Technical Support Salary Survey |
Free |
| Customer Satisfaction Benchmarking |
Details |
| Web Support Assessment Techniques |
Details |
| Tech Support Turnover Ratios |
Details |
| Maintenance & Services Ratios/2006 |
Details |
| How to Grow Professional Services |
Details |
| 2006 Technical Support Salary Survey |
Free |
| Product Support Blogs |
Details |
| Managing Emerging Technologies |
Details |
| Maintenance Renewal Rates |
Details |
| Maintenance & Services Ratios/2005 |
Details |
| Tech Support Reporting Channels |
Details |
| 2005 Technical Support Salary Survey |
Free |
| Managing Support Forums |
Details |
| Maintenance & Services Ratios/2004 |
Details |
| Training Salary Survey |
Details |
| How to Manage Junk E-Mail |
Free |
| 2004 Technical Support Salary Survey |
Free |
| Technical Support Cost Ratios |
Details |
| CAN-SPAM Guidelines for Tech Support E-Mail |
Free |
| Technical Support Training Metrics |
Details |
| Support Pricing & Negotiating Strategies |
Details |
| 2003 Technical Support Salary Survey |
Free |
| Doing More With Less |
Details |
| Tech Support Outsourcing |
Details |
| Trends in Fee-Based Support |
Details |
| The Economics of Online Support |
Details |
| Service Marketing |
Free |
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2000-2001 Research Reports |
| Customer Satisfaction Survey Metrics |
Details |
| Tech Support Newsletters |
Details |
| After-Hours Support Compensation |
Details |
| Certification and Support Salaries |
Free |
| 2000 Technical Support Cost Ratios |
Free |
| Tech Support Hours |
Free |
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