Entry submitted by: Tyna Chua (tyna_c) Social Media Manager
Community: HP Support Forum (h30434.www3.hp.com)
Lithy category: Best Social Support Program
The award-winning HP Consumer Support Forums – the cornerstone of HP’s social support efforts – are a global interactive community where HP customers connect online with one another to exchange insights, tips and answers to each other's questions.
Boasting traffic of two visits every second in 2012, the HP Consumer Support Forums have hit some remarkable milestones which demonstrate their reach, impact and growth:
(Data is based on 2012 compared to 2011).
Drivers of Success
At the heart of HP’s Social Support Program are the following:
I. Community Engagement
HP’s social care community would not be as successful as it is today if it weren’t for our volunteer "HP Experts" – employees and customers who donate their time to the Forums to answer HP customer questions.These Experts are the life blood of HP’s Forums, and their active participation directly influences the vibrancy and vitality of the seven HP Forum communities.
So how do we energize and motivate our Experts to keep participating in our Forums? We continue to develop our HP Expert Program, which includes:
These initiatives helped contribute to the following results (Data is based on 2012 compared to 2011):
II. Customer Experience
Because the great majority of our Forum visitors are “observers,” we have placed due emphasis on improving the user interface by making it easier for visitors to ask a question or search the Forums. In partnership with Lithium, we have launched several customer experience improvements that increase visibility to the “ask” feature and improve search results layout. Preliminary data shows that the changes yield positive results, increasing Forum search by 66% globally (week after release average vs. week prior to release average). In the pipeline are changes to simplify registration and encourage customer feedback.
III. Monitoring and Harvesting
We currently harvest our Forum conversations and provide frequent, regular feedback to the business units for product improvement or service/support quality. Funneling customer feedback from Forums to business units results in improvements such as creation of patches by our software development team or updates to content on our website.Additionally, every month, we provide the business units with a list of top viewed threads that have not been solved by the community so they can further investigate and provide guidance.
Our Forums are a key component of our overall support strategy, and this is evident in our investment priorities, including:
Social media as a channel for customer support continues to grow in importance to HP and its customers. Our Forum activity remains far-reaching, providing support throughout several regions and languages.
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