The HP consumer support forums are available in 7 different languages and are jam packed fantastic technical answers and support from HP product experts, but many don’t know that many of those experts are customers themselves. How does HP get this level of winning customer engagement?
If you’ve ever used the HP customer support forum, you know that there’s a treasure of knowledge and product advice available to any HP customer. This wealth of information is freely given by product experts, experts made up of HP employees and HP customers. That’s the key to winning the customer for HP. They understand that you have to enable your experts to win the customer in order to create the level of engagement that creates customer loyalty.
2013 HP Social Support Summit – March 19-21 – Orlando, Florida
Each year HP offers a unique perk, rewarding individuals who help create and refine the HP customer support forums and community by making them a part of the design and develop process of HP products.
I’ll be representing the social media community and connecting with HP Experts and the HP team to continue developing the customer community and contribute to creating an even better customer experience for HP’s customer support community. I’m excited to join over 200 HP employees and customer volunteers from all over the world who devote their own time each month to helping HP customers, use HP products, and contribute to one of the seven global HP Support Forums.
In addition to creating a fantastic social event for its product experts, HP uses this unique face-to-face time with community influencers to get insight and suggestions from them for HP product and service teams to improve HP’s customer offering. HP is the perfect even to reward contribution and let the ideas flow to make the future of HP even better for its customers.
HP’s commitment to great support – now and in the future
The HP Social Support Summit is a unique event. It’s not an event for current HP customers or potential HP customers. It’s not a sales event for HP and there are no vendors pushing new products on potential customers. The HP Social Support Summit is an event dedicated to those who take care of customers and enabling them to deliver better customer experiences in the future. The summit rewards community contribution and delivering winning customer service experiences. Here’s what HP had to say:
It is so INSPIRING to see how many members now contribute regularly to the HP Forums and in other social media venues. These Experts are so dedicated, helpful, passionate, friendly, and they really Make a Difference in the lives of so many HP customers. These individuals continue to share their vast knowledge and expertise, showing incredible commitment to this Community and to HP.
We’ve explored many ways to reward and thank our top Experts, and we decided that the very best way to celebrate these extraordinarily talented people would be to escape from the virtual world for just a moment.
Not only will HP Experts have the opportunity to participate in product and support breakout sessions, but the HP Social Support Summit showcases some of the best in support technology and strategies HP has to offer – giving HP Experts a chance to connect and learn from each other, so that they can deliver a better support experience to their community members.
The HP Support Forums are online communities designed for customer-to-customer product support.
Summit participants will have the chance to expand their support knowledge and troubleshooting skills to give you even better technical advice on your HP computing and printing products. We’re also listening to and talking directly with our customers who use HP products every day to get their feedback – feedback that will help us give you better support on the Forums, and help you get the most out of your HP products.
Key take-aways from HP Social Support Summit
Looking back on HP’s 2012 Social Support Summit, here are some of the thoughts from summit experts in attendance:
- “Best thing for me was being able to spend time with everyone, put names to faces, and learn how I could support customers better.”
- “Recognition by HP for my contributions is extremely rewarding to me as a personal accomplishment.”
- ”To do the simplest of things well, and to get a thank you means everything.”
- ”This was a beautiful moment and a wonderful experience to meet all the fantastic, talented people from everywhere!”
- “Thank you so much for the most extraordinary adventure of my life.”
- “Yes, thank you so very much to everyone involved in organizing and attending the S3 events! It was a grand experience for me in both a personal and professional aspect!”
- “All I can say is WOW! The forum was such a great opportunity to meet folks I have been working with here for years, to trade ideas and learn best practices. The speakers were excellent, the activities were fun and the organization and logistics were really well done. Kudo’s to all of you who made this possible.”
With the help of an engaged community of customers and product experts, HP is leading the way to solve customer problems and questions quickly and effectively. Wherever HP customers are, or whenever they may need assistance, HP Experts are available to guide HP customers and make the HP customer experience truly unique.
To stay up to date on what’s going on at HP’s 2013 Social Support Summit, check out the HP Social Support Summit Twitter feed hashtag, #HPS3
Not on Twitter? Stay tuned! I’ll be sharing more insights from senior leaders at HP and HP Experts.