SANTA CLARA, Calif., April 28 /PRNewswire-FirstCall/ - McAfee, Inc. (NYSE: MFE) today announced that its consumer technical support site has been named one of the "Ten Best Web Support Sites of 2008" by the Association of Support Professionals (ASP). This prestigious annual award honors excellence in online service and support. This is the third consecutive year that McAfee has won this award. McAfee is a member of ASP's Hall of Fame as a five-time winner.
McAfee was chosen by a panel of more than two dozen support and Web implementation professionals. The rigorous assessment process included evaluation of overall usability, design, navigation, knowledgebase, search implementation, interactive features, use of technology, overall strategy, and the customer experience. The company will also be profiled among other winners in an upcoming book entitled "The Ten Best Web Support Sites of 2008."
"This award further validates the strength of McAfee's consumer support approach," said Barry McPherson, senior vice president of worldwide technical support and customer service. "Our continual enhancements to the consumer technical support web site are the result of the constant dialogue we have with our customers. The ASP award highlights our on-going ability to listen to customer feedback and develop innovative tools and offerings that differentiate McAfee and create an experience our customers value."
In the second half of 2007, McAfee redesigned its consumer support Web site. The new site better represents the customer's steps, from self-help to assisted options. As the first point of contact for all support interactions, the site provides a guided customer experience that delivers value for both novice and experienced users. Customers find easy-to-use self-help automated healing tools, an extensive knowledgebase, video tutorials, and multiple interactive options. Whether customers want a do-it-yourself approach or live assistance, McAfee consumer support Web site successfully meets them at their point of need.
"At McAfee, we believe that customer satisfaction is won or lost with every technical support encounter," said McPherson. "Whether the customer is a single home user or a global enterprise, McAfee is focused on providing consistent, quality technical support - not only by preventing problems before they strike, but also by helping customers recover quickly if they do."
McAfee Technical Support has won several prestigious awards in the past three years:
The Association of Support Professionals is an international membership organization for customer support managers and professionals. In addition to its annual "Ten Best" awards, the ASP publishes research reports on a wide range of support topics, including support compensation, services marketing, and fee-based support. http://www.asponline.com
McAfee, Inc., headquartered in Santa Clara, California, is the world's largest dedicated security technology company. It delivers proactive and proven solutions and services that secure systems and networks around the world, allowing users to browse and shop the Web securely. With its unmatched security expertise and commitment to innovation, McAfee empowers home users, businesses, the public sector and service providers by enabling them to comply with regulations, protect data, prevent disruptions, identify vulnerabilities and continuously monitor and improve their security. http://www.mcafee.com
McAfee and/or other noted McAfee related products contained herein are registered trademarks or trademarks of McAfee, Inc., and/or its affiliates in the US and/or other countries. McAfee Red in connection with security is distinctive of McAfee brand products. Any other non-McAfee related products, registered and/or unregistered trademarks contained herein is only by reference and are the sole property of their respective owners.© 2008 McAfee, Inc. All rights reserved.
SOURCE McAfee, Inc.