August 13, 2024
San Jose, CA
The NetApp® Support Site won an Association of Support Professionals Best Support Website in 2024 award for the seventh year in a row.
The Association of Support Professionals (ASP) has held this competition for over 20 years. It has changed in that time to keep pace with ever-evolving technology and user expectations. Every site entered is evaluated by five independent judges. Each site receives a confidential report detailing their average scores in 22 different areas of their site. Judges' comments and recommendations are also included. Two reports will be published regarding this year's competition in about eight weeks. One covers trends noted, along with information about the sites from their 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 continues to be among an elite group of companies that drive the definition of state-of-the-art for support websites with the NetApp Support Site. The seven-year-in-a-row win is truly a significant achievement rarely seen in the 20 years of the ASP award competition.”
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 awards making this a seven-year-in-a-row win in the ASP competition. In the history of the competition, only 3 other companies have achieved this level of recognition. This award is the 28th award for the digital support team at NetApp since 2018.
The entry focused on key features and programs including tuning search optimization, enabling a Support API program and launching a universal navigation across various digital support websites. The team also continued to build on an exceptional content strategy and engine driven by Knowledge Centered Services (KCS) best practices - maintaining the Phase 4 level in the KCSv6 Adoption Guide.
The team achieved significant improvements to key metrics including customer satisfaction, customer effort, cost-per-answer and contact ratio with the various implementations. In addition, they also implemented or enhanced a broad set of technology and tools to improve the user, customer and support experience. Results show the site is significantly easier to use with improved quality year over year and helps users able to more effectively manage their products.
Jyotiram Pasupalak, VP of Customer Support Delivery at NetApp said, “NetApp is honored to win this esteemed award for the seventh year! This award underscores the exceptional strategy and execution of the NetApp support team as they continue to deliver an ongoing world-class support experience globally to our customers and partners.”
Ryan Mathews, Senior Director of Digital Support at NetApp said, “We are extremely honored and proud to be an ASP Best Support Site award recipient 7 years in a row which few companies achieve and delighted to have won a total of 30 awards in the digital support space. This win is attributed to the team’s dedication to customer experience and a “shift-left” optimized digital support strategy.”
About NetApp
NetApp is the intelligent data infrastructure company combining unified data storage, integrated data services, and CloudOps solutions to turn a world of disruption into opportunity for every customer. NetApp creates silo-free infrastructure, then harnesses observability and AI, to enable the best data management. As the only enterprise-grade storage service natively embedded in the world’s biggest clouds, our data storage delivers seamless flexibility and our data services create a data advantage through superior cyber-resilience, governance, and applications agility. Our CloudOps solutions provide continuous optimization of performance and efficiency through observability and AI. No matter the data type, workload, or environment, transform your data infrastructure to realize your business possibilities with NetApp.
Learn more at www.netapp.com or follow us on X, 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 $220 per year, and corporate membership depends on company size. For small companies (under $100 million) it is $1050 per year, for medium-sized companies (between $100 million and $1 billion) it is $1,750, and for large companies (over $1 billion) it is $2,650. 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.