Blackbaud Support Wins Top Honors
Charleston, S.C., June 17, 2009 — Blackbaud, Inc. (Nasdaq: BLKB), today announced that The Association of Support Professionals (ASP) has selected the company’s support site as a winner of this year’s “Ten Best Web Support Sites” award. The 12th annual competition honors companies that showcase excellence in online service and support.
"The judges were especially impressed by Blackbaud's use of interactive technology to deliver a high-quality customer experience,” said Jeffrey Tarter, ASP's executive director. “The site is much more than a place to look up answers—it's a platform for a genuine self-serve support community."
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 10 winning sites will be profiled in a book called "The Ten Best Web Support Sites of 2009," to be published by ASP next month.
"Being selected as a Ten Best Web Support Site winner is truly a great honor,” said Jerry Zink, Blackbaud senior vice president and chief customer satisfaction officer. “Our customer support team is dedicated to providing exceptional customer service, which we achieve in part by providing comprehensive online resources and continually seeking ways to enhance them to meet our customers’ needs. Customers are at the heart of everything we do—including the recent, and upcoming, enhancements to our support site.”
Blackbaud was judged based on three key features of its site:
* Blackbaud’s Case Central, which enables customers to review and update their organization’s existing cases, create a new case, or initiate a chat session for immediate online assistance
* Blackbaud’s Support Newsletters, which keep customers informed about the latest software information, tips for using their software effectively, and upcoming events
* Blackbaud’s Idea Banks, which allow customers to submit their own suggestions, add comments, and vote for the suggestions they want the most. Blackbaud’s product management team can then review customer suggestions, leave feedback, and update the status of a suggestion