Jump to content United States-English
HP.com Home Products and Services Support and Drivers Solutions How to Buy
» Contact HP
HP Newsroom  >  News releases

News release


Company information

» Newsroom home
» News releases
  » Online press kits
  » Media relations contacts
  » Executive leadership
  » Newsroom archive
  » Videos
  » B-roll
  » Blogs
  » RSS feeds
Company info
  » Fast facts
  » Financial information
  » Global citizenship
  » HP Labs
  » Company history
More info
  » In the news
  » Awards
  » Student inquiries
  » Recalls and replacement programs
  » Trademarks

Content starts here

HP Makes Big Investment in Consumer Tech Support

PALO ALTO, Calif., Feb. 28, 2008

HP today announced the most substantial investment in consumer technical support in its history – the aim of which is to enable people to get faster, more effective help with the HP technology products in their homes.

Customer service agents from Missouri to Moscow are now equipped with state-of-the art tools to help customers quickly return to their tasks, whether printing photos or connecting online with friends.

HP’s investment is focused in three areas:

  • A new customer support infrastructure, serving customers in 132 counties and 31 languages;
  • Eight new call centers, including ones in Alabama, Missouri and Oregon and five others around the world; and
  • A support agent training pilot program and expanded availability of key technology tools.

“One of the most powerful ways to attract customers is by delivering superior tech support,” said Rob Enderle, principal analyst, The Enderle Group. ”HP’s focus and the recent investment in tech support should make HP consumers very pleased, and competitors very concerned.”

The new technology infrastructure behind HP’s support includes an interactive troubleshooting guide that helps customer service agents quickly identify the issues and recommended courses of action to solve customer problems. Agents can easily email detailed instructions, complete with graphics, to customers so they can follow along or refer back to the information at a later date. This can be especially helpful for common PC maintenance tasks such as cleaning up files or for common printer issues such as solving paper jams.

The enhanced support technology infrastructure began rolling out with two agents in Indonesia early last year. It gradually evolved and expanded across Europe, the Middle East, Africa, Canada and Latin America. Call centers in North America came online recently.

Additionally, more than 1,000 HP service agents have begun a new training program that addresses key issues customers face, such as configuring wireless networking or improving PC performance. Unlike traditional instructor-led training, the new program requires agents to actively participate in their learning through tasks such as simulations, role plays and e-learning. In addition, the learning applications allow agents to complete courses from their desks so they can meet ongoing skill enhancement needs.

HP is also broadening access to Instant Care, the company’s remote control capability that lets agents take control of a customer’s desktop with his or her permission to solve problems. By the end of March, all seasoned agents supporting North American customers will have access to the tool. HP’s recent call center data shows that using Instant Care increases customer satisfaction by 20 percent while reducing the amount of time people have to spend on the phone.

“Customers expect and deserve outstanding support, and HP’s goal is to be the industry leader in delivering it,” said Tara Bunch, vice president, Consumer Customer Operations, HP. “This is the first of many improvements from HP that you will hear of in the coming months.”

About HP

HP focuses on simplifying technology experiences for all of its customers – from individual consumers to the largest businesses. With a portfolio that spans printing, personal computing, software, services and IT infrastructure, HP is among the world’s largest IT companies, with revenue totaling $107.7 billion for the four fiscal quarters ended Jan. 31, 2008. More information about HP (NYSE: HPQ) is available at http://www.hp.com.

This news release contains forward-looking statements that involve risks, uncertainties and assumptions. If such risks or uncertainties materialize or such assumptions prove incorrect, the results of HP and its consolidated subsidiaries could differ materially from those expressed or implied by such forward-looking statements and assumptions. All statements other than statements of historical fact are statements that could be deemed forward-looking statements, including but not limited to statements of the plans, strategies and objectives of management for future operations; any statements concerning expected development, performance or market share relating to products and services; anticipated operational and financial results; any statements of expectation or belief; and any statements of assumptions underlying any of the foregoing. Risks, uncertainties and assumptions include the execution and performance of contracts by HP and its customers, suppliers and partners; the achievement of expected results; and other risks that are described in HP’s filings with the Securities and Exchange Commission, including but not limited to HP’s Annual Report on Form 10-K for the fiscal year ended Oct. 31, 2007. HP assumes no obligation and does not intend to update these forward-looking statements.

© 2008 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. HP shall not be liable for technical or editorial errors or omissions contained herein.

Printable version
Privacy statement Using this site means you accept its terms Feedback to webmaster
© 2012 Hewlett-Packard Development Company, L.P.