Blackbaud’s Support Site Wins “Ten Best Web Support Sites” Award
June 10, 2010
The Association of Support Professionals honors the software company foronline support excellence
CHARLESTON, SC – June 10, 2010 – Blackbaud, Inc. (Nasdaq: BLKB), theleading global provider of nonprofit software and services, announcedthat its support site is a recipient of the prestigious Ten Best WebSupport Sites award, its second consecutive honor. The Association ofSupport Professionals (ASP) organized the 13th annual Ten Best WebSupport Sites competition in which 10 websites are honored forexcellence in online service and support.
Once again, our judges were especially impressed by the exceptionallevel of customer engagement on the Blackbaud site, said JeffreyTarter, ASP’s executive director. The company has put a lot of effortinto building forums and listening to customer feedback, and that efforthas paid off nicely.
The award winners were selected by a panel of judges with expertise inweb support design and implementation, using a scoring system based on25 separate performance criteria. The evaluation process covered overallusability, design, and navigation; knowledgebase and searchimplementation; interactive features; customer experience; and a majorsite development challenge. The 10 winning sites will be profiled in abook called The Ten Best Web Support Sites of 2010, to be published byASP next month.
“Our customers are at the heart of everything we do, and we want to givethem the support they need to make the world a better place andaccomplish their missions,” said Jerry Zink, Blackbaud senior vicepresident and chief customer satisfaction officer. “Being selected as aTen Best Web Support Sites winner for the second year in a row reflectsour commitment to providing comprehensive online resources and is trulyan honor.”
In addition to performance criteria, Blackbaud was honored for key sitefeatures including:
· Case Central and Knowledgebase Integration, which enablescustomers to not only contact Support online for assistance but alsopotentially answers their questions simultaneously.
· Knowledgebase Subscriptions, through which customers cansubscribe to alerts and specific solutions to be immediately notified ofchanges automatically
· Knowledgebase Feedback Forms, for customers to rate theeffectiveness of their search experience as well as specific solutions,enabling staff to take action accordingly to improve customers’experience.
Additionally, the company was evaluated based on the successfulreplacement of its Knowledgebase last year. Since its release, thenumber of customers who use Knowledgebase and the frequency of theirvisits have almost doubled, confirming the benefits of the newinfrastructure and more user-friendly experience. Simultaneously,Blackbaud Support implemented Knowledge-Centered Support (KCS), abusiness methodology that was developed by the Consortium for ServiceInnovation, a nonprofit alliance of customer service organizations, tohelp organizations solve customer issues faster, improve customersuccess, and build organizational learning.
For more information on Blackbaud Support, visit www.blackbaud.com/support.
About The Association of Support Professionals
The Association of Support Professionals is an international membershiporganization for customer support managers and professionals. Inaddition to its annual Ten Best awards, the ASP publishes researchreports on a wide range of support topics, including fee-based support,services marketing, and support compensation.
About Blackbaud
Blackbaud is the leading global provider of software and servicesdesigned specifically for nonprofit organizations, enabling them toimprove operational efficiency, build strong relationships, and raisemore money to support their missions. Approximately 22,000 organizations— including University of Arizona Foundation, American Red Cross,Cancer Research UK, The Taft School, Lincoln Center, In TouchMinistries, Tulsa Community Foundation, Ursinus College, Earthjustice,International Fund for Animal Welfare, and the WGBH EducationalFoundation — use one or more Blackbaud products and services forfundraising, constituent relationship management, financial management,website management, direct marketing, education administration,ticketing, business intelligence, prospect research, consulting, andanalytics. Since 1981, Blackbaud’s sole focus and expertise has beenpartnering with nonprofits and providing them the solutions they need tomake a difference in their local communities and worldwide.Headquartered in the United States, Blackbaud also has operations inAustralia, Canada, the Netherlands, and the United Kingdom. For moreinformation, visit www.blackbaud.com.
