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Best International Web Support Sites -2007
LISA and ASP announce the Best International Web Support Sites: 2007 Winners Highlight Excellence in International Support
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The Localization Industry Standards Association (LISA), in partnership with the Association of Support Professionals (ASP), announces the selection of eight winning sites from among entrants to its annual Best International Web Support Sites awards program. This program recognizes excellence in support for international customers. While web support has traditionally focused on domestic customers, organizations are increasingly recognizing that international business requires international support and that supporting international customers increases customer loyalty and satisfaction.
Winners of the Awards this year are
- Cathay Pacific Airlines
- Cisco Systems
- CX Agents (a portal for travel agents)
- Dell
- HP (three separate support sites)
- McAfee
- Sony
All of these sites scored very well overall. In addition, the range of scores among the winning sites this year was narrower than in 2006, an indication of the maturation of international support sites and the increasing importance of business globalization to multinational organizations.
Award recipients were selected on the basis of independent evaluations of their web support sites. The judges used a set of 25 criteria based on ASP‘s proven methodology for evaluating support sites, combined with LISA’s expertise in enterprise globalization. Qualifying for this award requires a serious dedication to delivering quality to web support users.
According to Awards Program Manager Arle Lommel, “LISA has been predicting for the past five years that international support will become a major differentiator for customer experience around the world. The increasing level of support seen among our winners is clear evidence of the value of globalization and the fact that treating all customers as equals, regardless of language or culture, makes good business sense.”
Shen Li, VP of Global Consumer Operations for HP, states that the selection of three of HP’s support sites as winners was achieved because “continuous improvement of customer satisfaction and loyalty is a very high priority for HP.”
Joe Pinto, Senior Vice President of Technical Services at first-time winner Cisco, sees “delivering Technical Services support in local language, through both phone and web interactions, as a key component of our commitment to deliver world class support around the world.”
Todd Penner, Director of Global eSupport at Dell believes that it is “critical that [Dell] have a superior support web site globally so that we can enable all customers to resolve their issues online with ease.” He calls the effort to deliver this site a “win-win for our customers and the company.”
Profiles of the winning sites will be available for sale through the LISA web site (free to LISA Corporate and Sponsor Members). Click here to order.
For more information on the Awards Program or LISA, please contact Arle Lommel, Awards Program Manager, at arle@lisa.org.
