HP online support websites|
“Our judges recognized that HP is among those companies setting the bar for global support,” said Arle Lommel, awards program manager, LISA. “The fact that three separate divisions from HP won this year shows that the company has made global support a priority and that their investment in web support is paying off. These projects take a huge commitment of time and resources, and to have three hp support sites win is truly outstanding.”
HP websites - Online support
A panel of judges combined ASP’s methodology with LISA’s expertise in the needs of international customers to evaluate support sites of major international corporations. They evaluated how effectively websites support customers throughout the world using 25 criteria in five categories:
• Overall usability, design and navigation
• Knowledge-base and search implementation
• Interactive features
• Personalization and locale-specific adaptation
• Integration of international support into an overall strategy
HP Customer Care website
The Hewlett-Packard Customer Care website helps people quickly get answers to questions on the products they own and solve technical problems whether related to HP PCs, printers, digital cameras or other consumer products. It also provides downloadable diagnostic tools, patches, software, drivers, frequently asked questions, user guides, troubleshooting information and more. If customers require additional help, they can contact an HP support agent via online chat, email or phone, depending on their location. The HP Customer Care site also won the LISA award in 2006.
HP IT Resource Center
The Hewlett-Packard IT Resource Center - which also won the award in 2006 - is an online community of IT professionals with an average of 1.5 million visits per month worldwide. The website provides enterprise and commercial customers with online tools, expert assistance from HP response center engineers, online training, community forums of IT experts and a broad, fully searchable multi-vendor knowledge base. Customers can receive services and support for HP-UX, Linux, MPE/iX, NT, OpenVMS and Tru64 UNIX servers and workstations, as well as diverse tools and information for managing multi-vendor environments.
Hewlett-Packard ProCurve website
The My ProCurve site provides ProCurve Networking by HP customers with one easy-to-use portal to meet many of their networking needs. With a few quick entries, customers can create an account, access product registration and get subscriptions to support notifications and newsletters that apply to their specific products. Other benefits include software licensing and license history, access to product manuals, and user-friendly help.
HP websites - Multilingual & Multicultural customer experience
“HP has millions of customers in more than 170 countries - customers who speak many different languages and who expect HP to speak those languages,” said Stephanie Acker-Moy, vice president, HP website Customer Experience, HP. “Through the use of standard tools and processes for authoring, translation and publishing our websites, we are able to provide a multilingual, multicultural customer experience across our market segments and throughout the product lifecycle - from marketing, to sales, to support.”
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 $94.1 billion for the four fiscal quarters ended Jan. 31, 2007.