HP announced enhancements to its online support that provide quick and easy access for millions of consumers who turn to the Internet for technical help.
The first is HP Update, a tool that automatically updates software to avoid issues with out-of-date drivers or firmware. Each month, 8 million customers use the current version of HP Update. The next version, expected to be available later this year, will refresh technical support content such as user guides and troubleshooting tips. HP Update also checks for updates specific to a customer's product including software, drivers, applications, firmware/BIOS, tools and utilities.
The second enhancement is the HP Technology Center, a centralized website dedicated to the top issues PC customers face. The Technology Center is broken into four key problem areas, as identified by call center agents, support websites and customer surveys: Wireless Networking, PC Security, Battery Health and PC Tune Up. Customers can read through troubleshooting tips, play demos or attend free online classes available to anyone with Internet access.
The HP Automatic Product Detection Tool, the third enhancement, identifies a customer's specific product model to get relevant support information. With one click, the tool identifies the exact product model and provides a direct link to support pages, drivers, content, agent access through chat or email, and other support tools for those products.
In addition to receiving website and online diagnostic support, HP customers can email or chat online with support agents at no charge after their product's warranty period has ended. An increasingly popular option, online chat interactions with HP support agents have grown 140 percent year over year.
"HP strives to provide the most comprehensive consumer support package in the industry," said Bob Weis, vice president, Customer Operations - Americas, HP. "From our online support resources to our comprehensive one-year warranty, HP tries to deliver what works best for consumers seeking help."
Both the HP Technology Center and the HP Automatic Product Detection Tool are now available and can be accessed free of charge in North America. The HP Technology Center is available at http://www.hp.com/go/techcenter. The Automatic Product Detection Tool is available by clicking on the Support and Drivers Downloads link on http://www.hp.com.
These online resources are part of HP Total Care, the service and support program that backs HP's consumer products. HP Total Care delivers 24x7 service, advice, learning and support -- in and out of warranty. HP Total Care was recognized by J.D. Power and Associates for consistently providing "An Outstanding Customer Service Experience."
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