Today, HP has awarded by an independent research firm Forrester Research Inc. as a Forrester Groundswell Award winner for excellence in achieving business and organizational goals with social technology applications. There are over 13 million customers of HP who have found support at the HP Customer Support Forum. The HP Customer Support Forum is a free global interactive community where HP customers connect online with one another and exchange insights, tips and answers to each other’s questions. There are approximately 460,000 posts and HP monitored this forum for the feedback by which they can improve their products more.
Nate Elliott, principal analyst at Forrester Research said that:
We’re thrilled by the diversity and quality of the entries in this year’s International Forrester Groundswell Awards. With consumers worldwide embracing social technologies, the Groundswell is now global. The finalists and winners we’ve recognized – including local efforts on four continents and a number of truly global programs – are among the leaders in using social tools to reach and serve their customers.
HP customers have shown that online channels are a preferred method for finding answers to questions about HP products. Discussion boards are broken out by topic area, such as Notebooks, Desktops and Printers, and offer search capabilities and advanced features like bookmarks, RSS feeds and rich multimedia.
Tara Bunch, vice president, Global Customer Support Operations, HP said that:
HP customers deserve the best experience and support possible. With innovative technologies and best practices, HP strives to anticipate and exceed customer needs and continues to grow and improve our consumer support offerings.
According to the Press Release:
HP’s online service and support offerings include the HP Total Care Ambassador Program and a dedicated HP support video channel. The HP Consumer Support Forum also features dedicated Expert Days where more than 100 experts across the globe spend 24 hours answering tech questions.
The Forrester Groundswell Awards recognize excellence in achieving business and organizational goals with social technology applications. The awards program was developed to support and recognize the principles outlined in the Forrester Research books “Groundswell: Winning In A World Transformed By Social Technologies” (Harvard Business Press, 2008) and “Empowered: Unleash Your Employees, Energize Your Customers, and Transform Your Business” (Harvard Business Press, 2010). We would like to congratulate HP on achieving this prestigious award. And we also like to wish them for the future.