HP: Reinventing Customer Support
Customer supportHP Inc.
HP's Customer Support Reinvention fixes support's weightiest issues: unacceptable downtime, long wait times, overly technical advice, fragmented interactions, and very unhappy users. This reinvented support ecosystem prevents product failures before they occur; it preemptively detects problems and proactively fixes them in the background. When breakages do occur, HP Support is immediate, personalized, and accessible to all—increasing self-resolution by 62% and satisfaction by 200%. By merging four disparate platforms into a seamless experience, we have turned HP Customer Support from a reactionary "band aid" into a positive brand-builder.