HP has announced a milestone in its evolution of Always On Support by empowering clients and HP partners to solve support issues on their own terms by providing access to the information, people and technology needed to personalize their support experience. Deployments of the HP Support Center platform have resulted in an 18 percentage point increase in web support customer satisfaction and a 30 percentage point increase in resolving clients' support requests in the first attempt.
"Clients in an Instant-On world expect a support experience that delivers immediate access to relevant people and information," Biswanath Bhattacharya, Director, Technology Services, HP India. "Our approach to support has evolved to be more accessible and available - on our clients' terms - so they can get the most value out of their IT environments."
"As technology continues to evolve, client needs change. Keeping up with this evolution requires significant investment in tools that can help customers completely refine and refresh their organisation's technical support practice," said Matt Healey, program director, software and services, IDC Asia Pacific. "The HP Support Center is an example of these tools."
The HP Support Center platform offers clients one-stop access to the HP Always On community to interact with thousands of IT professionals, exchange best practices in problem resolution, and submit content to the knowledge base. In addition to standard keyword and product search capabilities, clients can rapidly locate information through a step-by-step troubleshooting tool and access the most popular support documents.
