Entry submitted by: Teresa Proffitt (Community Engagement Mgr.)
Community: HP Support Forums
Lithy category: Total Community All Star
At HP, our vision is to create technology that makes life better for everyone, everywhere — every person, every organization, and every community around the globe. To invent, and to reinvent. To engineer experiences that amaze.
Road to Lithium
HP Social Support Footprint
With one printer and 1.7 PCs shipping every second, HP has a large and growing installed base of customers globally. Our Support Community is vital to the HP customer experience, and we are always looking for ways to partner with Lithium to deepen customer engagement, improve response and resolution rates, while leaving no customer behind. We believe in the vision and value of a total community; the Lithium platform and Lithium Social Web are crucial to HP’s customer support operations success.
With more than 125 million visits per year, our communities must support a large volume of diverse customers — 24 hours a day and seven days a week. Previously, it took a great deal of effort to accurately monitor our forums and social media engagement between social agents and customers. Our implementation of Lithium Social Web (LSW) has empowered our moderators and agents to engage with customers more efficiently and effectively. We are able to route issues, questions, and service events quickly to the right teams, allowing us to create a more positive customer experience and create HP fans.
We are now able to create robust dashboards with precise filtering capabilities - supporting our goals of leaving no thread unanswered, increasing customer response time and accepted solutions. The ability to see real-time engagement metrics allows us to monitor our efforts, identify gaps and understand trends. The easy to use dashboards allow us to monitor agent workloads and make resource decisions based on the volume of activity.
Strengthening our Community
HP’s Customer Support Community focuses on engaging a variety of customer inquiries. Whether seeking general information, finding specific solutions, or sharing knowledge and insights, our forums and social media channels allow users to connect directly with our agents and fellow customers to get the most from their products.
Lithium has played a pivotal role in supporting us in the following key areas:
Profile Page Badging
Home Page Redesign
HP Social Customer Care Command Center
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