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The web support strategy existing at the time quickly evolved from offering a limited scope of delivering both assisted and unassisted web support to aggressively meeting the demand for easy navigation and delivering the right content, to the right locale, in the right language in a timely manner. A core team consisting of IT, marketing and web experts was created to assess the feasibility of meeting this challenge. They initiated the process by conducting extensive customer research to determine exactly what was needed to drastically improve the satisfaction level with the HP Consumer web support experience.

This problem was solved by the IT team when it developed a proprietary publishing platform. The new platform, based on industry standards, delivers greater simplicity, stability and predictability. g. for virus alerts) and in some cases, every hour. This allows customers to have the most recent content available to answer their product support questions. S. Customer Care site Content Type Documents Translations Images Alerts Product Pictures Manuals Update Frequency for Content (old platform) 24 hrs.

The site now offers only pertinent information, relevant to that distinct user. They are offered only the most current driver updates, the top issues and tips for their precise product. The philosophy driving this change was that there can be too much of a good thing. As is customary © 2006 LISA and the Association of Support Professionals 2006 Ten Best International Web Support Sites 27 on the web, finding information is not the issue, sorting through the information you find is. This is the functionality we are most energized about of our new portal.

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