Best-in-class Websites deliver online support in two ways:

— Publicly accessible support content, which includes vendor-created technical documents and access to customer communities & forums; and/or,

— Fee-based support programs (per incident; contract-based).

To assess how effectively a Website delivers publicly accessible support content and support program(s) information, the siteIQ evaluation team identifies and measures 109 types of support content, features and capabilities.

Usability reviews focus on how easy it is to find and navigate through support content; support program content quality and clarity; and how effectively the site encourages customers to explore or purchase fee– and contract-based support offerings.

This case study announces 2013’s leaders, laggers — and fast movers in the Online Support category.

Note: Professional services companies do not operate online support zones. For this reason they have been omitted from this category.

Drum Roll Please!

In 2013 the only sites that stayed still were IBM.com at 1st place, Dell.com at 2nd, and Oracle.com at 12th. Thanks to Dell and HP’s Home/Home Office site’s entrances at 3rd and 6th place respectively, virtually every other site on the list slid downhill. The only site that bucked this trend was Juniper.net, which bounced up one spot to land in 7th place.

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