Veritas Technologies is pleased to announce that the Veritas Support website has been named a 2019 winner in the annual Ten Best Web Support Sites competition sponsored by the Association of Support Professionals (ASP). The ASP is an international membership organization for customer support managers, executives, and professionals. Past award winners have included such recognizable names as NetApp, Nutanix, Red Hat, Dell, Rubrik, and Symantec. This is the first year that Veritas has entered.
In its 21st year, this annual competition uses industry experts to judge and identify the top online support web sites from the many submissions. Every site gets reviewed by at least five independent analysts, using a scoring system that’s been fine-tuned over the past twenty years. If there’s an industry-wide yardstick for excellent Web support, this is definitely it. Submitted sites are measured across 25 different categories, including usability, design, navigation, knowledgebase and search implementation, interactive features (forums, e-mail, chat, etc.), the quality of customer experience, technology, use of metrics, and much more.
Some of the highlights that led to this award:
- Unified search allows users to quickly find all post-sales support and services resources as they connect with us on Web. Our customer journey includes finding relevant content from across all online support channels: Knowledge Base, Documentation, Downloads, and Licensing, as well as VOX Community content.
- When self-service is not successful, the smooth transition to assisted support allows users to easily create and manage chat or case interactions. We are committed to continuous improvement through closed-loop user feedback processes at all levels. Our continuous focus is on consistency in design through our online support experiences, minimizing effort wherever possible, and offering help where needed to support users of all experience levels.
- Using responsive design from day one, the user experience is consistent across any device you use from a full-screen laptop to a mobile phone.
- We have adopted content practices which are aligned to promote self-service success. High-value, demand-driven knowledge is delivered by making sure it is available, findable, and usable by the appropriate audience groups. We use leading-edge search practices and metrics to ensure our content is written using words our users understand and search with when trying to solve for themselves online.
Although we are thrilled with this endorsement of our efforts so far, it is just a start. We continue to invest in new capabilities focused on providing an effortless self-service experience, allowing you to achieve success online. The most recent example is our just released Downloads Center, which will provide a single location for software downloads and a much-simplified download experience. Stay tuned, as there is more to come!