Cognos, a business intelligence and corporate performance management (CPM) vendor, has had its Global Customer Services Web site (http://support.cognos.com) recognised as one of the 10 Best Web Support Sites of 2005. The Association of Support Professionals (ASP), an international organisation dedicated to the advancement of the technical support profession, awarded the industry accolade.
This is the fifth time the Cognos Global Customer Services Web site has been named to the annual 10 best list and the ninth award for online customer support excellence that the Web site has garnered in the past five years. Cognos is the only five-time winner of this award and is a member of the ASP`s Hall of Fame for Web Support Sites.
The annual list judges customer support Web sites based on overall usability, design and navigation, knowledge base and search implementation, personalisation, interactive features, as well as how they addressed a major site development challenge. Cognos shares this year`s award with technology leaders such as Cisco Systems, Microsoft and BEA Systems.
"By continuously offering new ways for customers to generate greater value from their Cognos solutions, the Cognos Support Web site serves as a `model of how to deliver support on the Web`," says ASP executive director Jeffrey Tarter. "The Cognos Global Customer Services Web site is a forerunner in online customer support innovation and excellence."
The success of the Cognos Global Customer Services Web site is based on Cognos` commitment to fostering knowledge and innovative tools such as Cognos Support Accelerator, a secure Web-based utility that automates the timely and accurate collection of diagnostic information during support case submission. In addition, by giving customers access to a living store of multimedia information and tips, knowledge base content and self-service support options on the Support Web site, Cognos helps customers achieve success.
Says David McWilliam, MD of Cognos SA: "Cognos is an organisation dedicated not only to supporting its resellers but also acts as a total business partner to our customers. The Cognos Global Customer Services Web site is a powerful extension of that ongoing vision. The online access to an extensive knowledge base for self-service issue resolution means resellers and customers can log support calls and track these calls online. The online user group included in the support Web site allows other Cognos users to share their experiences and connect them to a global Cognos community."
More information about the ASP can be found at http://www.asponline.com/.
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The Association of Support Professionals is an international membership organisation for customer support managers and professionals. In addition to its annual "Ten Best Web Support" awards, the ASP publishes research reports on a wide range of support topics, including support compensation and fee-based support, and provides its members with discounts and career development services.