Company: HP
Categories: Best Community Business Integration
Entered by: Dani Weinstein (Dani)
Community Name: HP Support Community
URL: hp.com/supportforum
Seven HP Consumer Support Forums were launched between November 2008 and February 2010. HP Consumer Support Forums are available in seven languages and in more than 200 countries. Collectively these forums have grown exponentially and continue to grow significantly well in to their third year of operation.
HP customers have shown that online channels are a preferred method for finding answers to questions about HP products. To date, more than 20 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 600,000 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 April 26 at noon ET to April 27 at noon ET. 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.
Finally the HP Support Forums were recognized in Nov 2010 with a prestigious Groundswell award. 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.”
2010 Awards for the HP Consumer Support Community
- • 2010 TSIA STAR Award for Best Online Community
- • 2010, 2009, 2008 TSIA Excellence In Service Operations
- • 2010 Forrester Groundswell Award for Social Technologies (Groundswell Award Press Release)
- • 2010 Mashable Award Finalist
- • TSIA Hall of Fame Life Time Achievement
- • 2010 Hay Group Top 20 Best Companies for Leadership