Blackbaud’s Support Site Wins 'Ten Best Web Support Sites' Award
Charleston, S.C. (June 10, 2010) – Blackbaud, Inc. (Nasdaq: BLKB), the leading global provider of nonprofit software and services, announced that its support site is a recipient of the prestigious "Ten Best Web Support Sites" award, its second consecutive honor. The Association of Support Professionals (ASP) organized the 13th annual "Ten Best Web Support Sites" competition in which 10 websites are honored for excellence in online service and support.
"Once again, our judges were especially impressed by the exceptional level of customer engagement on the Blackbaud site," said Jeffrey Tarter, ASP’s executive director. "The company has put a lot of effort into building forums and listening to customer feedback, and that effort has paid off nicely."
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 separate performance criteria. The evaluation process covered overall usability, design, and navigation; knowledgebase and search implementation; interactive features; customer experience; and a major site development challenge. The 10 winning sites will be profiled in a book called "The Ten Best Web Support Sites of 2010," to be published by ASP next month.
“Our customers are at the heart of everything we do, and we want to give them the support they need to make the world a better place and accomplish their missions,” said Jerry Zink, Blackbaud senior vice president and chief customer satisfaction officer. “Being selected as a Ten Best Web Support Sites winner for the second year in a row reflects our commitment to providing comprehensive online resources and is truly an honor.”
In addition to performance criteria, Blackbaud was honored for key site features including:
- Case Central and Knowledgebase Integration, which enables customers to not only contact Support online for assistance but also potentially answers their questions simultaneously.
- Knowledgebase Subscriptions, through which customers can subscribe to alerts and specific solutions to be immediately notified of changes automatically.
- Knowledgebase Feedback Forms, for customers to rate the effectiveness of their search experience as well as specific solutions, enabling staff to take action accordingly to improve customers’ experience.
Additionally, the company was evaluated based on the successful replacement of its Knowledgebase last year. Since its release, the number of customers who use Knowledgebase and the frequency of their visits have almost doubled, confirming the benefits of the new infrastructure and more user-friendly experience. Simultaneously, Blackbaud Support implemented Knowledge-Centered Support (KCS), a business methodology that was developed by the Consortium for Service Innovation, a nonprofit alliance of customer service organizations, to help organizations solve customer issues faster, improve customer success, and build organizational learning.