HP Ranked Among World’s Ten Best for Online Support
PALO ALTO, Calif., Feb. 3, 2006, HP today announced that its consumer and enterprise support websites have been named two of the 10 best worldwide by two prominent industry associations focused on customer support.
The Association of Support Professionals (ASP) and the Localization Industry Standards Association (LISA) have chosen HP’s Customer Care and IT Resource Center sites as two of the “Ten Best International Web Support Sites.” The award recognizes HP’s commitment to providing customers from all over the world with the best online support experience available.
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 HP’s Customer Care and IT Resource Center website 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
“We have seen a definite shift over the past year toward online support as customers turn to the web instead of their phone to get support,” said Michael Anobile, executive director, LISA. “As companies do more business outside of their home market, they have to satisfy the needs of customers in global markets. HP understands this, and its work is raising web support standards worldwide.”
The HP Customer Care website helps consumers 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 provides consumers with 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 IT Resource Center, which also won the award in 2004, is an online community of IT professionals with an average of 903,000 visits per month around the globe. 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 knowledgebase. Customers 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.
“One size does not fit all; we invested in localizing HP’s Customer Care website in 16 different languages and more than 70 countries where HP does business, and our IT Resource Center is available in nine different languages in 150 countries,” said Shen Li, vice president, Global Consumer Operations, HP. “These global efforts to improve the customer experience have had a major impact on the popularity of online support and the strategy is paying off.”
More information on the HP Customer Care web site is available at http://www.hp.com/support.
More information on the HP IT Resource Center is available at h20219.www2.hp.com/services/cache/126868-0-0-225-121.html
More information on the “Ten Best International Web Support Sites” award is available at http://www.lisa.org/awards/index.html.
HP is a technology solutions provider to consumers, businesses and institutions globally. The company’s offerings span IT infrastructure, global services, business and home computing, and imaging and printing. For the four fiscal quarters ended Oct. 31, 2005, HP revenue totaled $86.7 billion. More information about HP (NYSE, Nasdaq: HPQ) is available at http://www.hp.com.
This news release contains forward-looking statements that involve risks and uncertainties, as well as assumptions that, if they ever materialize or prove incorrect, could cause the results of HP and its consolidated subsidiaries to differ materially from those expressed or implied by such forward-looking statements and assumptions. All statements other than statements of historical fact are statements that could be deemed forward-looking statements, including the expected development, performance or rankings of products or services; statements of expectation or belief; and any statement of assumptions underlying any of the foregoing. Risks, uncertainties and assumptions include the development, performance and market acceptance of products and services and other risks that are described from time to time in HP’s Securities and Exchange Commission reports, including but not limited to HP’s Annual Report on Form 10-K for the fiscal year ended Oct. 31, 2005 and other reports filed after such report. HP assumes no obligation and does not intend to update these forward-looking statements.
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