HP Wins Prestigious Award for Social Technologies in Online Customer
Support
Company recognized for innovative use of technology, breadth of support
for global customers
PALO ALTO, Calif.--(BUSINESS WIRE)--HP (NYSE:HPQ) today was recognized by independent research firm
Forrester Research Inc. as a Forrester Groundswell Award winner for
excellence in achieving business and organizational goals with social
technology applications.
?We?re thrilled by the diversity and quality of the entries in this
year?s International Forrester Groundswell Awards?
The HP
Consumer Support Forum is a free global interactive community where
HP customers connect online with one another and exchange insights, tips
and answers to each other?s questions. The forum received the accolades
in the award category of International Business to Consumer: Supporting.
?We?re thrilled by the diversity and quality of the entries in this
year?s International Forrester Groundswell Awards,? said Nate
Elliott, principal analyst at Forrester. ?With consumers worldwide
embracing social technologies, the Groundswell is now global. The
finalists and winners we?ve recognized ? including local efforts on four
continents and a number of truly global programs ? are among the leaders
in using social tools to reach and serve their customers.?
HP customers have shown that online channels are a preferred method for
finding answers to questions about HP products. To date, more than 13
million customers have resolved their issues via the HP Consumer
Support Forum.
The HP Consumer Support Forum is easy to navigate, and visitors now have
access to more than 460,000 forum posts on a myriad of technology
topics. Discussion boards are broken out by topic area, such as
Notebooks, Desktops and Printers, and offer search capabilities and
advanced features like bookmarks, RSS feeds and rich multimedia.
HP also actively monitors the forum to identify common support issues
and gain customer feedback and insights. This customer input is then
used to improve future products and support.
HP?s online service and support offerings include the HP Total Care
Ambassador Program and a dedicated HP
support video channel. The HP Consumer Support Forum also features
dedicated Expert Days where more than 100 experts across the globe spend
24 hours answering tech questions. HP will host the next Meet
the Experts event from Jan. 11 at noon ET to Jan. 12 at noon ET. HP
Consumer Support Forums are available in seven languages and in more
than 20 countries.
As part of a continued initiative to provide superior customer support,
HP has added seamless mobile functionality to the HP Consumer Support
Forum. The HP
Mobile Consumer Support Forum may be accessed anywhere, anytime from
any mobile device ? no app download required. Visitors can browse
content, post questions and even assist other customers all while on the
go.
?HP customers deserve the best experience and support possible,? said
Tara Bunch, vice president, Global Customer Support Operations, HP.
?With innovative technologies and best practices, HP strives to
anticipate and exceed customer needs and continues to grow and improve
our consumer support offerings.?
The Forrester Groundswell Awards recognize excellence in achieving
business and organizational goals with social technology applications.
The awards program was developed to support and recognize the principles
outlined in the Forrester Research books ?Groundswell: Winning In A
World Transformed By Social Technologies? (Harvard Business Press, 2008)
and ?Empowered: Unleash Your Employees, Energize Your Customers, and
Transform Your Business? (Harvard Business Press, 2010).
More information about HP?s award-winning online support is available at www.hp.com/support.
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 to solve
customer problems. More information about HP is available at http://www.hp.com/.
© 2010 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.
HP
Cherie Britt, +1 209-505-1638
cherie.britt@hp.comor
Porter
Novelli for HP
Lisa Peterson, +1 512-241-2233
lisa.peterson@porternovelli.comor
HP
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