HP Personalizes Customer Support Experience for Instant-On, Connected World |
HP Co.
718 Ashland Dr.
Huntington Beach, CA, 92648
USA
Press release date: May 24, 2011
HP Support Center offers new support portal and industry-first mobile technical support application
PALO ALTO, Calif. - HP today announced a milestone in its evolution of Always On Support by empowering clients and HP partners to solve support issues on their own terms by providing access to the information, people and technology needed to personalize their support experience.
Enterprises need to optimize products, exchange ideas with peers and proactively prevent problems to succeed in today's dynamic environment. The new HP Support Center platform delivers one-stop access to IT professionals, online support tools and the industry's first mobile technical support application.
In fact, deployments of the HP Support Center platform have resulted in an 18 percentage point increase in web support customer satisfaction and a 30 percentage point increase in resolving clients' support requests in the first attempt.(1) "Clients in an instant-on world expect a support experience that delivers immediate access to relevant people and information," said Sue Barsamian, senior vice president and general manager, Technology Services Support, HP. "Our approach to support has evolved to be more accessible and available - on our clients' terms - so they can get the most value out of their IT environments."
The HP Support Center platform offers clients: - One-stop access to the HP Always On community to interact with thousands of IT professionals, exchange best practices in problem resolution, and submit content to the knowledgebase. In addition to standard keyword and product search capabilities, clients can rapidly locate information through a step-by-step troubleshooting tool and access the most popular support documents. - Instant mobile technical support to speed problem resolution for HP and select third-party products via mobile devices. HP is the first to deliver this patent-pending innovation, which leverages the capabilities of smartphone platforms. Expected to be available in app stores for webOS, Android and iOS 4 this summer. - Online support process management to troubleshoot issues, manage contracts and warranties, submit support cases and connect with HP experts online. These processes are integrated with HP's call center infrastructure, resulting in a convergence of service delivery models that improves a clients' overall support experience.
"HP is applying its strengths in innovation to deliver clients tools that will help them completely refine and refresh their organization's technical support practice," said Rob Brothers, director, Hardware and Software Support Services, IDC. "The HP Support Center raises the bar for clients to take online support to a new level."
Availability All capabilities are available at no additional cost as part of warranty, HP Care Pack Services and contractual support agreements. Some capabilities require specific levels of support. HP Support Center will be available globally next month. More information is available at www.hp.com/services/supportcenterintro.
The enhanced HP Support Center is an enabler of the Instant-On Enterprise, which embeds technology in everything it does to serve customers, employees, partners and citizens with whatever they need, instantly.
HP's premier client event, HP DISCOVER, takes place June 6 - 10 in Las Vegas and Nov. 29 - Dec. 1 in Vienna, Austria. The event showcases how organizations can get started on their Instant-On Enterprise journeys.
About HP HP creates new possibilities for technology to have a meaningful impact on people, businesses, governments and society. The world's largest technology company, HP brings together a portfolio that spans printing, personal computing, software, services and IT infrastructure at the convergence of the cloud and connectivity, creating seamless, secure, context-aware experiences for a connected world. More information about HP (NYSE: HPQ) is available at http://www.hp.com.
(1) Based on 2011 survey of current HP Support Center users in Asia Pacific/Japan.
© 2011 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.
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