Award Highlights McAfee's Continued Focus on the Customer Experience
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 Previous Awards
McAfee Technical Support has won several prestigious awards in the past
three years:
* 2007 SSPA STAR Award, Best Practices -- Knowledge Management
* 2007 American Business Award, Best Support Organization
* 2007 & 2006 Association of Support Professionals, Ten Best Web Support
Sites
* 2007 & 2006 LISA Award, Ten Best International Web Support Sites
* 2006 SSPA STAR Award Finalist, Service Excellence -- Mission-Critical
Support
* 2006 American Business Award Finalist, Best Support Organization
About ASP
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.
About McAfee, Inc.
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.(C)
2008 McAfee, Inc. All rights reserved.
SOURCE McAfee, Inc.
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Related links:
http://www.mcafee.com
CONTACT:
Sal Viveros of McAfee, Inc., +1-408-346-3696,
Sal_viveros@mcafee.com; or Ian Bain of Red Consultancy,
+1-415-618-8806, ian.bain@redconsultancy.com, for McAfee, Inc.
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