Customers of HP’s consumer products can now email or chat online with tech support agents free of charge after their warranties expire.“Customers still need help after the warranty ends,” said Bob Weis, vice president, Customer Operations of Consumer Products – Americas, HP. “We give consumers a safety net by giving them a place to turn to get their questions on their consumer products answered at no charge.”
HP’s email support leads the industry with an average response rate of 10 minutes; more than 90 percent of emails are answered within an hour. Use of HP’s real-time chat support has grown more than 140 percent in the past year as consumers are increasingly turning to the web.
“Hewlett-Packard has successfully leveraged reactive chat for addressing issues with moderate to high complexity and for troubleshooting,” said Zachary McGeary, associate analyst at JupiterResearch, in a recent report.(1)
Both the email and real-time chat are currently available and can be accessed in North America on PCs, printers, cameras and other consumer products. Customers can access chat or email options at http://welcome.hp.com/country/us/en/contact_us.html. Email and real-time chat are available 24x7 and are part of HP Total Care suite of services.
HP Total Care was recognized by J.D. Power and Associates for consistently providing “An Outstanding Customer Service Experience.”(2) In addition, HP received two STAR Awards for Best Practices from the Service & Support Professionals Association (SSPA) and was inducted into the SSPA Hall of Fame for winning its fifth award. The Association of Support Professionals chose HP’s consumer support website as one of the “Ten Best Web Support Sites of 2006.”
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