HP Personalises Customer Support Experience for Instant-On, Connected World

HP Support Centre offers new support portal and industry-first mobile technical support application.

May 24, 2011

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 personalise their support experience.

Enterprises need to optimise products, exchange ideas with peers and proactively prevent problems to succeed in today’s dynamic environment. The new HP Support Centre 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 Centre 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.

“Clients in an instant-on world expect a support experience that delivers immediate access to relevant people and information,” said Leon Erasmus, Technology Services Country Manager, HP South Africa. “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 Centre 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 centre 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 organisation’s technical support practice,” said Rob Brothers, director, Hardware and Software Support Services, IDC. “The HP Support Centre raises the bar for clients to take online support to a new level.”

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 Centre 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 organisations can get started on their Instant-On Enterprise journeys.