The Association of Support Professionals (ASP) Awards TRICENTIS for Excellent Web Support Portal
TOSCA Testsuite Customers and Partners Have Access to a World Leading Support Portal to Get Expert Help Quickly
Vienna, Austria (PRWEB) June 05, 2012
The Association of Support Professionals (ASP) has announced the winners of its fifteenth annual “Ten Best Web Support Sites”, a prestigious award, which showcases excellence in online support. TRICENTIS®, global leader in software test automation and quality assurance with its flagship product TOSCA Testsuite™, has achieved the ASP Award for innovative and outstanding web support. Prior to this recognition TRICENTIS Support has been awarded with the R.E.C.S.S. (Recognition of Excellence in Customer Support and Service) Award and TOSCA Testsuite is the current winner of the Best in Test Award.
The ASP award winners include the IT leaders Cisco, Infor, Informatica, Quest Software, Red Hat, SAS, Yahoo!, Blackbaud, and TiVO and were selected by an independent panel of judges with expertise in Web support design and implementation, using a scoring system based on 25 separate performance criteria including:
- Overall usability, design, and navigation
- Knowledge base and search implementation
- Interactive features
- Customer experience
- The major site development challenge
Gartner analysts Michael Maoz and Johan Jacobs underline the importance of first-rate customer service: “As customers interact across more communication channels, providing consistent and satisfying customer service becomes more challenging. (…) Key to customer satisfaction are great customer experiences, such as intuitive websites, engaging content, and fast, convenient and accurate service.” (“Hype Cycle for CRM Customer Service and Support”, published: 18 July 2011)
TRICENTIS provides customers with diverse support opportunities. In addition to free telephone and e-mail support, ticketing system and remote support sessions, TRICENTIS offers the TOSCA Live Chat, which is available for customers, prospects and partners. In the TOSCA Support Portal customers can find the latest product updates and downloads and share best practices with members in the interactive TOSCA support forum. Every member of TOSCA’s support team is ISTQB (International Software Testing Qualifications Board) certified and has the required skills to deliver level 1 and level 2 support. TOSCA Testsuite Support Results:
- 100% Certified TOSCA & ISTQB
- 100% TRICENTIS In-House Support
- 99% TRICENTIS Customers on Support
- 99% Support Availability
- 95% Calls Responded to <5 Seconds
- 88% Resolved with 1st Level Support
- <4 Hours Time to Qualified Response
According to ASP Executive Director, Jeffrey Tarter, "web-based support has evolved far beyond its origins as a low-cost channel for delivering break-fix solutions. The trend-setters now use their support sites as a platform for hosting large user communities, for delivering skills training, and for interacting with customers over the whole life-cycle of product ownership. In turn, customers tend to reward these companies with higher satisfaction scores and long-term loyalty."
Wolfgang Platz, CEO and founder of TRICENTIS, states: “TRICENTIS invests extensively in our software testing and support expertise and delivers a world class Support Portal to our 300+ customers and partners. The measure of excellent service is not only when things go well, but even more so when incidents and problems arise. The TOSCA Support Team makes it possible for our customers to save time and effort and to improve the quality and efficiency of software testing. We pride ourselves on providing both excellent software and support.”
The Association of Support Professionals (ASP) is an international membership organization for customer support managers and professionals. In addition to its annual "Ten Best Web Support Sites" awards, the ASP publishes research reports on a wide range of support topics, including support compensation, fee-based support, and services marketing.