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Company: HP Consumer Support
Entry Submitted by: Dani Weinstein Social Media Support Manager (Dani)
Community: HP Consumer Support Forum (http://h30434.www3.hp.com)
Lithy Categories: Best Global Implementation
HP Expert Day Events come of age around the world
HP customers worldwide got their toughest questions answered by HP Experts. Hosted on all seven HP Consumer Support language forums, Expert Days showcased HP’s commitment to our customers by engaging in real time, one-on-one, personalized conversations, sharing, and help on a global scale.
14 Expert Day events were held in 2011 and early 2012 with hundreds of volunteers, known as HP Experts. HP Experts located around the world are a valuable resource for community members, an indispensable part of the HP team, and their participation has helped build and grow HP’s community.
Gathering online for 24 hours to answer any and all questions that community members posted to the forum boards, HP Experts physically and virtually came together in various Expert Villages headquartered at HP sites around the world to confer and answer to questions as a team.
Combined with the power of the Lithium Technologies platform, HP customers could talk with experts at their convenience and in their preferred language (English, Spanish, S Chinese, French, German, Portuguese, and Korean). So, whether you’re an English speaker in Thailand or a French speaker in the US, HP customers have the ability to access the Expert Day of their choice and get the answers they want via a personal, human, and high-quality support experience.
The numbers tell the story
One key measure of the HP’s Global Expert Day program’s success is in the numbers – here are a few we’re especially proud of:
HP began its Expert Day programs for some key reasons:
Progress toward that goal has been overwhelming worldwide:
Customer satisfaction is the ultimate goal for HP Expert Days, and based on responses from customers around the globe, the HP Support Forum community is exceeding everyone’s expectations:
Thanks to our fantastic HP Experts, Expert Day events are alive and well. Come join the conversation. We’ll see you in the forums!
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