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The ASP is an international membership organization for customer support managers and professionals. Its prestigious "Ten Best Web Support Sites" competition, now celebrating its 20th year, showcases excellence in online service and support. Selected by a panel of judges with experience in web support design and implementation, winners are evaluated through a scoring system based on 25 separate performance criteria. Key criteria include overall usability, design and navigation; knowledgebase and search implementation; interactive features; community engagement; and site development strategy.
For the last eight years, the awards program has highlighted our continued development and evolution of Red Hat’s Customer Portal—establishing and growing the platform, improving user experience, and introducing new tools.
This year’s award submission focused on how we listen to customers and implement their feedback on the Customer Portal. We conducted extensive user behavior research to validate what we think customers do when they visit the portal. We’re laser focused on making it easier for customers to solve problems and access support. From our new troubleshooting tool Solution Engine to machine learning-based auto-commenting on customer support cases and a revamped search user interface, we’ve developed a number of tools to help customers get the help they need quickly. We also highlighted the power of community on the Customer Portal. The new community page allows customers to share insights and learn from each other’s Red Hat product experiences.
Since 2010, the Red Hat Customer Portal has served as the online extension of Red Hat's subscription offerings. The Customer Portal delivers comprehensive product documentation, intelligent tools, security updates, technical support and community-powered knowledge—helping customers plan, deploy, maintain and manage their Red Hat solutions.
Congratulations to the Red Hat Customer Portal team and others across Red Hat who contribute to the design, code and content that improves our customers’ experience. And thank you to our customers for helping us evolve our platform to remain one of the best support websites—when you succeed, we succeed.
About the author
Red Hat is the world’s leading provider of enterprise open source software solutions, using a community-powered approach to deliver reliable and high-performing Linux, hybrid cloud, container, and Kubernetes technologies. Red Hat helps customers integrate new and existing IT applications, develop cloud-native applications, standardize on our industry-leading operating system, and automate, secure, and manage complex environments.