HP Creates Spanish Language Online Consumer Support Community
PALO ALTO, Calif., As part of its efforts to offer consumers an unparalleled technical support experience, HP today announced new and updated programs designed to help Spanish-speaking consumers get answers to questions quickly and effectively online.
* A new Spanish language peer-to-peer online support forum allows members to connect with one another to exchange insights and tips and to get answers to each other’s questions regarding their HP consumer products.
* The updated HP Customer Care website makes it easier for more than 20 million monthly visitors to find the information they need to solve issues.
The new and updated programs reflect changes in how HP customers are sharing information and communicating online. According to Forrester Research, more than 75 percent of online Hispanic adults take part in online social media.(1)
“These programs represent a growing evolution in consumer support,” said Jodi Schilling, vice president, Americas Customer Support, HP. “Providing a way for Spanish-speaking customers to assist each other through a community and get better support online helps us achieve our goal of improving customer satisfaction worldwide.”
HP consumer support forum
Leading these online support programs is the newly designed consumer support forum where Spanish-speaking community members can share ideas, ask questions and help other members find solutions. The forum is divided into different categories based on broad topics such as operating systems or wireless networking for notebooks.
Community members can personalize their HP experiences by tagging or bookmarking key boards, threads and messages, or by adding RSS feeds to keep track of new posts on key topics.
Since its launch in November 2008, the English language version of the HP consumer support forum has had more than 17 million page views, 28,000 registered users, 42,000 posts and recorded more than 1.25 million searches.
HP plans to add additional components to the consumer support forum over the next several months, including online seminars with moderated questions and answers. HP will be monitoring the forum to help identify common support issues and gain customer feedback and insights. If customers can’t find solutions to their problems, assistance is available directly from HP. The HP consumer support forum is also available worldwide in English and will be rolling out in additional languages in the future.
The Spanish language HP consumer support forum is available at www.hp.com/go/soporte/foros.
HP Customer Care
The Spanish language HP Customer Care site has been revised and updated to make it easier for consumers to locate and download product drivers or find additional information about HP products. The global HP Customer Care site has more than 20 million unique visitor sessions per month and the updates were rolled out worldwide in more than 22 languages.
Support pages have been simplified and modernized to create a customer-friendly design and flow. The improved HP Customer Care site is available at www.hp.com/support.
HP, the world’s largest technology company, simplifies the technology experience for consumers and businesses with a portfolio that spans printing, personal computing, software, services and IT infrastructure. More information about HP (NYSE: HPQ) is available at http://www.hp.com.
(1) Forrester Research, “Hispanic Social Technographics Revealed: Hispanic Consumers Load Up On Social Media,” Aug. 22, 2008.
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