Association of Support Professionals Awards Blackbaud Top Web Support Site
Press release (July 12, 2012) — Blackbaud announced that its support website www.blackbaud.com/support has been recognized as one of the Ten Best Web Support Sites by The Association of Support Professionals (ASP).
"Not surprisingly, Blackbaud has been quick to adopt new social media tools to enhance their web support experience," said Jeffrey Tarter, ASP's executive director. "Blackbaud's implementation of blogs is particularly impressive — in fact, it's really a blueprint for best practices in both technology and content development."
ASP's 15th annual Ten Best Web Support Sites competition honored 10 companies for excellence in online service and support. The award winners were selected by a panel of judges with expertise in Web support design and implementation, using a scoring system based on 25 performance criteria ranging from overall usability to customer experience. The 10 winning sites will be profiled in a new book, "The Ten Best Web Support Sites of 2012," to be published by ASP this month.
Blackbaud was honored for key website features, including:
- BlackbaudKnowHow.com, a products blog that launched in 2011 featuring software and online resources, tips and tricks, and best practices aimed at helping customers use Blackbaud software more effectively.
- Chat Support, which is easily accessible from any Blackbaud.com webpage.
- Case Central, an online interface with Blackbaud's case management system that allows customers to easily stay on top of their organization's cases and communicate with support.
- Improved usability, including a redesigned site navigation and support homepage layout.
"We've been pleased with the level of customer engagement on our products blog BlackbaudKnowHow.com and in our Web support resources in general," said Jeff Malmgren, Blackbaud's vice president of customer support. "Being selected as one of the best web support sites by ASP for the third time reflects our continuous commitment to enhancing our customers' support experience."