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Support Centre Site From Check Point Picks Up Award

Check Point : 01 June, 2011  (Company News)
Best Web Support Site Award for 2011 has been awarded to Check Point Software for the company's support centre

Check Point Software Technologies was announced a winner of “The Ten Best Web Support Sites of 2011” by The Association of Support Professionals (ASP) for a third year, recognizing Check Point’s excellence in online service and support. The Check Point Support Center features enhanced knowledge base resources, user forums, as well as Live Chat and Remote Access capabilities that have contributed to improved customer satisfaction rates.


"For most technology companies, web support sites have become the primary channel for interacting with their user community and often a well-executed web support strategy leads to more customer loyalty,” said Jeffrey Tarter, executive director of the Association of Support Professionals. “Check Point has developed a site with a rich set of features, all elegantly integrated in terms of navigation and logical workflow. For users, the Check Point site delivers a very friendly customer experience.”


The ASP award winners were determined by a panel of judges with expertise in web support using a scoring system based on 25 separate criteria, including overall design, navigation, search implementation and customer experience. Check Point’s solutions and real-time support ensure customers have 24/7 access to the critical resources they need to keep their organizations protected.


“When it comes to IT security and support, every minute counts. Customers need to have confidence in their security systems and the resources available to ensure their networks and data remain protected at all times,” said Sharon Schusheim, vice president of technical services at Check Point Software Technologies. “With a commitment to this initiative, our team of experts changed the way we create and share technical knowledge with customers and developed new tools and methods of real-time communication. We are honored to be recognized by the ASP for our leading support capabilities.”


Key benefits of the Check Point Support Centre include:

* Enhanced Search and Knowledge Base Content: Customers can easily navigate through the Check Point Knowledge Base that includes over 20,000 resources across all Check Point products. Users also benefit from utilizing new “How To” guides and advanced technical documents.

* Real-time Support with Live Chat and Remote Access: Remote Access capabilities enable technical engineers to take hold of the customer’s interface to resolve the service request while the customer “watches and learns” in real-time. In addition, Check Point Live Chat enables customers to engage directly with engineers for instant response. Check Point Live Chat has proven to be an effective method of support, increasing the number of customer service requests resolved on day one by 20 percent.

* Community User Forums: Check Point’s Support Centre features a live feed of popular security topics, products and discussions forums, promoting a rich exchange of information between user and partner communities.

Check Point’s Support Centre website is an essential part of the tools and resources provided to customers, partners and the growing community of over 70,000 security professionals certified through Check Point’s industry-leading CCSA, CCSE, CCEPE and CCMA programs.

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