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Outstanding Web Site Service Will Be Recognized WebStar Service Awards(San Diego, CA November 26, 2002) – The Service & Support Professionals Association (SSPA) announced today the Call for Nominations for the 2003 WebStar Service Awards program. The annual WebStar Service Awards are presented to companies who excel at providing exceptional customer service and technical support via the Web. The SSPA will announce the 2003 WebStar Service Award winners at a special dinner in conjunction with the SSPA Conference@San Diego, March 31 – April 2, 2003. The WebStar Service Awards involve a self-nominating process and are open to all SSPA Members.“The WebStar Service Awards are another way for the SSPA to recognize exceptional customer service,” said Bill Rose, SSPA Founder/CEO. “Those companies that focus on delivering web-based support with innovative techniques and technologies will be recognized through this industry-wide award program.” Individuals and companies have become smarter about what software they buy, from whom they buy it and to what extent technical support is provided. All of this has led to consumers who not only expect to have someone or something answer their questions, but they expect them to answer their questions faster then ever before. This has led to a group of consumers who expect a very high level of service all the way through the process. The WebStar Service Award recognizes those companies that meet this new level of technical support and customer service that online consumers expect. The WebStar Service Awards were developed to: 1. Recognize companies who have been able to truly deliver exceptional customer service and technical support, via the Web. 2. Help companies and individuals to quickly identify those organizations that have committed the time and resources to effectively serve their customers, via the Web. 3. Create a benchmark against which other organizations can measure their own level of service. Applicants who compete for these awards are judged based on the following criteria: Methods of Interaction Online Chat * E-mail * Phone * Fax * FAQ's * Mail * Real time connection to a live agent chat session over the Internet * Real time transfer to a live agent through either Internet telephony or plain old telephone service. Performance * Availability * Usability * Responsiveness * Courtesy/Quality * Outcome Other * Surveying customers to identify their concerns and satisfaction * Outside agency surveys * Internal surveys * Tracking and monitoring capabilities * Use of Metrics * Graphical Appearance * Automated systems “Most companies that provide technical support are moving from strictly telephone support to comprehensive web-based support options,” said Ron Johnson, WebStar Service Awards Coordinator. “With SSPA’s fourteen year history of recognizing excellence in customer service, it is only logical that we recognize companies that provide exceptional technical support online.” For more information on how to apply for an Award or Service & Support Professionals Association (SSPA) membership, please visit www.theSSPA.com or send an email to info@theSSPA.com. About SSPA Founded in 1989, the Service & Support Professionals Association (SSPA) was formed to focus on the specific needs of service executives who are responsible for support centers and overall customer relations. Today, the SSPA represents nearly 20,000 service professionals at 2,200 support centers worldwide. These executives look to SSPA to provide insight into the future of support services, a road map of best practices within our industry and access to the best service and support vendors. SSPA has become the center of support providing a reliable and comprehensive resource for news, research, benchmarking, standards and collaboration. SSPA was created for professionals, managers and executives that make their living in the IT support services community. It is not a generic, one-size-fits all website where nobody ever feels like they belong. SSPA is dynamic, interactive, living resource specifically designed for the unique needs of support professionals. This exciting virtual community creates a forum for constant interaction with peers, industry experts, technology vendors and much more. For more information regarding the SSPA and other related divisions, log on to www.theSSPA.com or send an email to info@theSSPA.com. Editorial Contact: Ron Johnson SSPA 909.244.7002 rjohnson@thesspa.com top of page |
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