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HP Creates Global Online Consumer Support Community
PALO ALTO, Calif., Nov. 19, 2008
As part of its efforts to offer consumers an unparalleled technical support experience, HP today announced a series of new and updated programs designed to help consumers get answers to questions quickly and effectively online.
The online community initiative is the result of recent investments by HP to deliver superior consumer technical support worldwide. Internal HP surveys show these investments are making an impact – satisfaction with HP consumer support improved 30 percent from October 2007 to October 2008 with the launch of a new customer support infrastructure, new call centers and agent training programs in early 2008.
“These programs represent a growing evolution in consumer support,” said Tara Bunch, vice president, Global Customer Support Operations, HP. “Providing a way for customers to assist each other through a community and get better support online helps us achieve our goal of improving customer satisfaction worldwide.”
HP consumer support forum
Leading these online support programs is the newly designed consumer support forum where community members can share ideas, ask questions and help other members with solutions. The forum is divided into different categories based on broad topics such as operating systems or wireless networking for notebooks. Community members can personalize their HP experiences by tagging or bookmarking key boards, threads and messages, or by adding RSS feeds to keep track of new posts on key topics.
HP plans to add additional components to the consumer support forum over the next several months, including blogs for technical gurus and community members, online seminars with moderated questions and answers, and wikis to enhance the support library with new content.
HP will be actively monitoring the forums to help identify common support issues and gain customer feedback and insights. If customers can’t find solutions to their problems, assistance is available directly from HP by phone, email and real-time chat. The HP consumer support forums are available worldwide in English and will be rolling out in additional languages in the future.
The HP consumer support forums are available now at www.hp.com/support/consumer-forum.
HP Customer Care
The HP Customer Care site has been revised and updated to make it easier for consumers to locate and download product drivers or find additional information about HP products. The site has more than 20 million unique visitor sessions per month and the updates were rolled out worldwide in more than 22 languages. Support pages have been simplified and modernized to create a customer-friendly design and flow. The improved HP Customer Care site is available at www.hp.com/support.
Free online classes(1)
HP is launching a new series of free online classes to aid consumers with a number of subjects from migrating to Windows Vista to photo restoration basics. In a recent HP survey of customers that completed a class, more than 93 percent said they would take another course and more than 92 percent said they would recommend classes to a friend. The instructor-led classes have message boards that allow students to communicate with an instructor and each other. More information about free online classes is available at www.hp.com/go/freeclasses.
HP how-to videos
HP also has produced more than 45 video tutorials, which are posted online at HP.com and on a number of video sharing sites. The initial series of videos, titled “Know Your PC,” centers on tips for learning how to use the new HP TouchSmart PC. Additional videos with tips on topics such as connecting dual monitors and retrieving files from floppy disks are available now and more will be released in coming months. HP how-to videos can be accessed at www.hp.com/products/howtovideos.
HP, the world’s largest technology company, provides printing and personal computing products and IT services, software and solutions that simplify the technology experience for consumers and businesses. HP completed its acquisition of EDS on Aug. 26, 2008. More information about HP (NYSE: HPQ) is available at http://www.hp.com.
(1) Internet access is required and sold separately.
(2) Forrester Research, “The Growth Of Social Technology Adoption,” Oct. 20, 2008.
Windows Vista is a U.S. registered trademark of Microsoft Corporation.
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 Quarterly Report on Form 10-Q for the fiscal quarter ended July 31, 2008 and HP’s other 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 October 31, 2007. HP assumes no obligation and does not intend to update these forward-looking statements.
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