HP Revamps Online Customer Support - InformationWeek

InformationWeek is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them.Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.

Infrastructure // PC & Servers

HP Revamps Online Customer Support

Consumers of HP notebooks, desktops, printers, and monitors can get information from an overhauled peer-to-peer support forum, free online classes, and video tutorials.

Hewlett-Packard on Wednesday overhauled its online customer support for buyers of its consumer notebooks, desktops, printers, and monitors.

The revamp includes a better peer-to-peer support forum for members to trade tips and answer each other's questions about HP products. In addition, HP has added free online classes on subjects like migrating to Windows Vista, wireless computing, and building digital scrapbooks. Online video also has been added to provide tips and tutorials on topics ranging from connecting dual monitors to configuring a TV tuner on a PC.

"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," Tara Bunch, VP for global customer support operations for HP, said in a statement.

The support changes reflect an increase in the use of online support by customers, HP said. Traffic to the company's Customer Care site increased 18% from January to October, compared with the same period last year.

HP claims improvements it has made in consumer technical support are paying off. Quoting internal surveys, HP says buyer satisfaction improved 30% in October, compared with October 2007, as a result of the launch early this year of a new customer support infrastructure, new call centers, and agent training programs.

Online support forums have a twofold purpose. Besides giving customers a chance to learn from each other, the meeting places are monitored by vendors to identify problems with products and gather customer feedback. Forums and other online technical support also cut down on expensive phone support. HP is rolling out its consumer support forum in English, with other languages being supported later.

We welcome your comments on this topic on our social media channels, or [contact us directly] with questions about the site.
Comment  | 
Print  | 
More Insights
What Digital Transformation Is (And Isn't)
Cynthia Harvey, Freelance Journalist, InformationWeek,  12/4/2019
Watch Out for New Barriers to Faster Software Development
Lisa Morgan, Freelance Writer,  12/3/2019
If DevOps Is So Awesome, Why Is Your Initiative Failing?
Guest Commentary, Guest Commentary,  12/2/2019
White Papers
Register for InformationWeek Newsletters
Current Issue
The Cloud Gets Ready for the 20's
This IT Trend Report explores how cloud computing is being shaped for the next phase in its maturation. It will help enterprise IT decision makers and business leaders understand some of the key trends reflected emerging cloud concepts and technologies, and in enterprise cloud usage patterns. Get it today!
Flash Poll