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 Business ROI
HP’s Consumer Support Forums have saved the company multi-millions of dollars, hundreds of millions of man-hours and – most importantly – has helped millions of customers get the most out of their HP technology. Now that’s ROI.
With more than 10 million technology support solutions recorded annually and more than 500 million page views since its launch, the HP Consumer Support Forums are a key resource for customers and HP alike. When more customers find the help and solutions they need, when and where they want and expect it, the more HP delivers best-in-class support. Community members also help HP engineers uncover product issues and improve HP technologies and products.
In 2011, three main factors led to unprecedented performance, expanded community engagement and overall vibrancy for the forums:
Global Usability Testing: HP talked with customers around the world and observed how they used the forums. With this info in hand, HP was able to better understand and make the forums more intuitive and useful for both first-time and seasoned users across the seven language forums
HP launched ForumVille, an online community enhancement program with the specific goal of optimizing the forum experience for all users. Forumville significantly increased overall response rates to questions and issues, resulting in improved community interactions, Accepted Solutions and goodwill.
After applying rigorous six sigma methodology, ForumVille deployed 13 new enhancements which have been adopted and incorporated into HP’s forums experience. Highlights include:
This was an amazing way to motivate our top posters:
A new and cleaner look for the HP Support Forums: Aligning with HP company-wide web and graphics standards, the HP Consumer Support Forums pages took on a more streamlined and colorful community look and feel.
The HP Consumer Support Forums have proven to be an unmitigated success. In 2011, the forums reached 685 million net page views, including:
Among Lithium's top 250 communities, HP’s English Consumer Support Community ranks:
At the current growth rate, the forums will reach one billion page views around November 2012!
Thanks to savings the forums have enabled, HP is reinvesting those dollars in efforts to broaden and grow our social media experience across the world. It’s HP’s commitment to our customers to be there anytime, anywhere - to listen, engage, and help.
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