ad info




CNN.com
 MAIN PAGE
 WORLD
 ASIANOW
 U.S.
 LOCAL
 POLITICS
 WEATHER
 BUSINESS
 SPORTS
 TECHNOLOGY
   computing
   personal technology
   space
 NATURE
 ENTERTAINMENT
 BOOKS
 TRAVEL
 FOOD
 HEALTH
 STYLE
 IN-DEPTH

 custom news
 Headline News brief
 daily almanac
 CNN networks
 CNN programs
 on-air transcripts
 news quiz

  CNN WEB SITES:
CNN Websites
 TIME INC. SITES:
 MORE SERVICES:
 video on demand
 video archive
 audio on demand
 news email services
 free email accounts
 desktop headlines
 pointcast
 pagenet

 DISCUSSION:
 message boards
 chat
 feedback

 SITE GUIDES:
 help
 contents
 search

 FASTER ACCESS:
 europe
 japan

 WEB SERVICES:
COMPUTING

From...
PC World

Big sites win support awards

July 20, 1999
Web posted at: 2:46 p.m. EDT (1846 GMT)

by Anne Fischer Lent

(IDG) -- Big Web sites dominated last week when the Association of Support Professionals announced the winners of its second annual "Ten Best Web Support Sites" competition.

The 1999 ASP award winners are, in alphabetical order: CambridgeSoft, Cisco Systems, Dell Computer, Intel, Intuit, Iomega, Macromedia, Microsoft, Sybase, and Symantec.

A panel of 27 judges, all experts in the field of support, evaluated the sites in terms of performance, usability, content, navigation, graphics, and other factors. ASP is a professional association made up of more than 600 tech support managers in PC software companies, focusing on software support rather than help desk functions.
MORE COMPUTING INTELLIGENCE
IDG.net   IDG.net home page
  PC World home page
  FileWorld find free software fast
  Make your PC work harder with these tips
 Reviews & in-depth info at IDG.net
 *   IDG.net's desktop PC page
  IDG.net's portable PC page
  IDG.net's Windows software page
  IDG.net's personal news page
  Year 2000 World
  Questions about computers? Let IDG.net's editors help you
  Subscribe to IDG.net's free daily newsletter for computer geniuses (& newbies)
  Search IDG.net in 12 languages
 News Radio
 * Fusion audio primers
 * Computerworld Minute
   

ASP's Executive Director, Jeffrey Tarter, points out that the winning Web sites had unique organizational principles; for example, the Sybase site is heavily personalized, while the Microsoft site focuses on specific customer segments.

Support 2.0

The big surprise this year, according to Tarter, is that "sites have gotten a lot more sophisticated." He notes that Cisco, Intel, Microsoft, and Symantec have all won two years in a row, but that these and the other winning sites have been completely rebuilt.

How did Iomega, a company once famous for customer complaints, do so well? "Everyone gets a fresh start with the Web," Tarter says.

And Tarter notes that the reverse is also true--good phone support does not necessarily guarantee good Web support.

"Delivering good support on the Web is an enormously difficult problem that often involves thousands of documents, complex navigation and search tactics, and an unusually demanding customer base," Tarter says.

"It's not surprising that most of our winners this year are larger companies that have the resources to build great support sites," he adds. "The really excellent sites typically came from companies that could put huge resources behind them."

ASP will publish a special report on the ten winning sites, which will discuss "best practices" insights that these sites offer. The report will be available within the next month at the ASP link shown at right.


RELATED STORIES:
The evil and traumatic side of Windows NT
July 15, 1999
Companies race to support Linux applications
July 5, 1999
Gecko gains developer support
May 21, 1999

RELATED IDG.net STORIES:
The best tech support? None!
(PC World Online)
Microsoft revamps tech support
(PC World Online)
TechPointer offers free online support
(PC World Online)
Webby Awards: Geeks go glam
(The Industry Standard)
Great support at a great price
(PC World Online)
Note: Pages will open in a new browser window
External sites are not endorsed by CNN Interactive.

RELATED SITES:
Association of Support Professionals
Note: Pages will open in a new browser window
External sites are not endorsed by CNN Interactive.
 LATEST HEADLINES:
SEARCH CNN.com
Enter keyword(s)   go    help

Back to the top   © 2001 Cable News Network. All Rights Reserved.
Terms under which this service is provided to you.
Read our privacy guidelines.