August 31, 2021
San Jose, CA
The NetApp® Support Site won an Association of Support Professionals Best Support Website in 2021 award.
The Association of Support Professionals (ASP) has held this competition for over 20 years. It has evolved to measure against continually changing technology and user expectations. Every site entered is evaluated by five independent judges. Each receives a confidential report detailing their average scores in 22 different areas of their site versus the overall average scores for all entrants. Judges’ comments and recommendations are also included. Two reports will be published regarding this year’s competition in about six weeks. One covers trends noted, along with information about the sites from winning entrant’s entries. The other covers benchmarks of performance in the 22 areas scored by judges. These reports are free to ASP members and can be purchased by non-members.
Al Hahn, Executive Director of ASP said, “NetApp is among an elite group of companies that are collectively moving the definition of state-of-the-art for support websites with the NetApp Support Site.”
The winning nomination from the NetApp Digital Support team reflects the team’s continuing ambition to deliver a world-class user experience. The NetApp Support Site adds the award to its continual industry recognition with previous wins in the Stevie Awards® and Association of Support Professionals Top 10 Support Award winner making this a four-year-in-a-row win for ASP.
The entry focused on self-support and automation, high quality search and content strategy and engine driven by Knowledge Centered Services (KCS) best practices. Significant improvements to key metrics including customer satisfaction scores and improvements in customer effort scores were realized with the implementation.
The judges provided feedback on the win:
Overall, it’s clear how the NetApp Support Site (NSS) has won many industry awards and recognitions. NetApp’s strategy and vision for their digital support experience results in continuous improvements and success.
Overall, an excellent site! Easy to navigate around and love the customized dashboard—including recommended proactive actions. Great to see the push to get your customers to enable auto support. Great KCS implementation and great metrics.
Joe Novak, VP of Customer Support Services at NetApp said, “The NetApp Support Site is at the center of our Customer Support Delivery strategy, and we are very honored to receive this highly esteemed industry recognition from the ASP. This award is the proof that our Digital Support Team is continuing to elevate NetApp above the crowd and deliver a world-class support experience to our customers and partners around the world.”
Ryan Mathews, Senior Director of Digital Support at NetApp said: “We are extremely honored to be a 2021 ASP Top Support Site award recipient in their 23rd year of competition. At no point in time over that history has remote work and digital engagement been so critical to the success of customers, partners, and employees. As the global pandemic rages on, our teams will continue to leverage NetApp Digital Support in new and profound ways. The future of work is here and we’ll continue to raise our standards in pursuit of tomorrow’s “great” Support Site as well.”
About NetApp
NetApp is a global, cloud-led, data-centric software company that empowers organizations to lead with data in the age of accelerated digital transformation. The company provides systems, software and cloud services that enable them to run their applications optimally from data center to cloud, whether they are developing in the cloud, moving to the cloud, or creating their own cloudlike experiences on premises. With solutions that perform across diverse environments, NetApp helps organizations build their own data fabric and securely deliver the right data, services and applications to the right people—anytime, anywhere. Learn more at www.netapp.com or follow us on Twitter, LinkedIn, Facebook, and Instagram.
NETAPP, the NETAPP logo, and the marks listed at www.netapp.com/TM are trademarks of NetApp, Inc. Other company and product names may be trademarks of their respective owners.
About ASP
ASP is a professional association for those who manage support organizations. Most members are in North America, but we have approximately 200 in Europe and another 100 scattered from Australia through Asia. We research and publish 4-5 reports each year on our passworded website. We have a Member’s Advisory Board, which helps us to choose which reports we will research and write, which workshops to present and what conferences they want. Individual membership only costs $200 per year, and corporate membership depends on company size. For small companies (under $100 million) it is $950 per year, for medium-sized companies (between $100 million and $1 billion) it is $1,600, and for large companies (over $1 billion) it is $2,400. Each corporate member gets one seat on the Member’s Advisory Board and can have an unlimited number of individual members.
For more information visit www.asponline.com under Awards or email ahahn@asponline.com.