Company recognized for innovative use of technology, breadth of support for global customers
PALO ALTO, Calif. — (BUSINESS WIRE) — November 19, 2010 — 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.
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.
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/.
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