By Lynn-Marie Cecere, Global Support Engineering, HP Networking
Calling technical support isn’t usually anyone’s idea of a good time. As a network administrator, you are under the gun, juggling multiple priorities, trying to keep everything up to date and running smoothly, and supporting a breadth of products that seems to keep growing (LAN, WAN, wireless, security, servers and storage). No one calls or pages you to tell you “thanks” when everything is running smoothly. The HP service and support team understands that and is here for you. Of course, the primary and direct benefit from your contact with us is the resolution of your issue.
Behind the scenes with HP Networking technical support
I’d like to give you a peek into how we work for you:
- Recently, a customer complained about a frustrating experience with regard to how the phone support choices work. The choices, she noted, are neither obvious nor intuitive. Her feedback is being incorporated as we begin planning of our next phone system update.
- Frequently heard call center issues help us to identify topics to create knowledgebase articles and manuals such as the Event Log Message Reference Guide.
- An active HP Networking forum thread pointed out the need for a customer advisory about a wireless issue.
- The demand for timely and convenient information delivery (cloud computing) triggered our development of the HP Support Center (HPSC) mobile app.
- A customer report of a broken software download link allowed us to quickly fix the problem.
- When customers expressed frustration over the complexity of support web navigation, we created the HPN Support Lookup Tool and authored a guide with detailed information about the various web support capabilities.
- Feedback from multiple customers about the lack of an SSH client in our switch management interface resulted in development of that feature, which was released earlier this year on K.15.04.0002 software.
Be assured we are listening!
Some feedback and suggestions can be acted upon quickly, some require longer development cycles, and some are not practical but do help us identify an unmet need. Your interactions with us help us improve our products, processes, documentation, tools, and systems and for that I say thank you!
Support is an outspoken customer advocate.
I began my career at HP answering tech support calls for HP Networking, worked my way up to escalation engineer, and enthusiastically made the move to representing supportability in our product and global system development. As a result, I want to continually participate in the unraveling of the Dilbert-style evil-adversarial support stereotype.
As I wrap up my post, I am warmed by a Tweet that just arrived: a customer who expressed frustration several weeks ago has noticed a drastic improvement and feels “heard.” What a great feeling. It is by representing you, our customers, that I find a great deal of personal satisfaction. Speaking of warm, here's wishing you and yours a wonderful and memorable holiday season and New Year!
>>To hear about why we are saying “thank you” to our customers, visit the Change Starts with You website.
>> Learn more about HP Networking products and solutions.
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