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Discover the latest trends in technology, and the technical issues customers are overcoming with the aid of HP Technology Services.

HP Always-On Support is redefining customer support

TS_Guest| June 7, 2011 - last edited June 23, 2011
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By Joe Polino

 

HP is making major changes to the customer support our Technology Services organization delivers—we're making sure you get the resources your organization needs to succeed in today's Instant-On world. Technology Services offers tightly integrated, end-to-end support with a single point of contact that best serves you, the customer, and on your terms. Our HP Always-On Support is evolving to be even more personalized, more proactive and more connected than ever.

 

HP Always-On Support is redefining customer support: We're fixing your technology before it breaks, maximizing the value of your HP technology investments and introducing new support services you can't get anywhere else.

 

On June 26, the launch of the HP Support Center (HPSC) customer service portal will be just the first step in our ongoing evolution of HP Always-On Support. The HPSC is your one-stop, personalized support platform that melds together all aspects of online support for an easier-to-use, more comprehensive experience. It is one of the most complete and customizable support portals in the industry. Its vast knowledgebase extends from HP's data center and desktop products to select third-party products from our partners. Also, thousands of IT professionals contribute to the customer forums every day, expanding the HP community's collective knowledge through their real-world experience.

 

Industry-leading support capabilities

How you access that knowledge is up to you—after all, in the Instant-On world, you need flexibility and choice to accommodate your organization's business operations. Industry-leading capabilities of the HPSC include keyword and product searches, a step-by-step Support Wizard troubleshooting tool, and lists of the most popular support documents. And this summer, HP will deliver an industry first: a mobile technical support app that will connect your cell phone to online support data for HP and some partner's products. You'll even be able to use it to chat with our support agents. This new app will be available in app stores for webOS, Android and iOS 4 devices.

 

HP's Technology Services is also different in the way we support software from our partners. Through the HPSC portal, you can see everything in your HP environment. When you purchase enterprise HP products, you're getting a multi-vendor solution that includes HP's hardware and alliance software from companies like Microsoft and VMWare. HP Always-On Support offers technology support for that entire system, from the box to the OS to the virtualization applications and beyond. So if you have a technical issue with that system, we'll help you solve the problem regardless of where the problem lies.

 

As HP Always-On Support continues to evolve over the next 12 to 18 months, the HPSC will be updated with exciting new features. This summer, expect to see features that further strengthen the connections between your technologies and HP's Technology Services. For instance, the HPSC online support is integrated with HP's call center backend infrastructure, which means we can bring you features that strengthen the connections between your technology and your customer support. You'll be able to manage your contracts and warranties online, submit and track support cases online and even chat with an HP expert—all through the single support portal.

 

Stay tuned, too, for exciting announcements about our alignment with our channel partners and deeper integration with our services delivery.  HP's customer services is set apart by the choices we offer our customers—and we're going to continue to deliver more choices that give you greater access to the support you need to keep your technology running.

 

Explore HP's Always-On Support to find the services you need to stay connected in today's Instant-On world.



Tags: customer service| customer support| online support services| remote support services
Labels: HP Always On Support| HP Support Center
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Comments
shekhar(anon) | ‎06-15-2011 09:36 AM
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very nice blog

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AndyAtHP | ‎06-21-2011 02:47 PM
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Hi guys,

 

Every link I follow talking about the support center seems to take me to a marketing page talking about how great the support center is. I've been unable to find the link to the actual support center.  

 

The page with the link to the video doesn't seem to have an obvious link to anything that looks like the demo in the video.  The link on the right hand side to the 'HP Support Center' just links right back to the marketing page.

 

Is this just me?

 

Andy.

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Paul Chastain(anon) | ‎06-21-2011 03:44 PM
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I can tell you that Paul_For_HP on Twitter handles US based Sales Support, and Jeff Contos @HPSupport can help with your technical issues!!

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DiscoverInsider | ‎06-23-2011 02:47 AM
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Sorry for the confusion everyone. The new HP Support Center is launching this Sunday on June 26. We've updated the post above to clarify. Very exciting developments, so check back soon to access all the new features on the Support Center!

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Nadine(anon) | ‎08-31-2012 06:15 PM
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HP has really redefined Customer Service.... I guess Customer Service in HP world is no service at ALL. 

I have been trying to escalate a situation with a repair but NO ONE at HP can help.  I have been assigned to a case manager that assured me that should could resolve my issue and that should would call me back.  I have never hear back from my "case" manager.  Each time I call in I am told ONLY my case manager can help me.  My "case" manager Ann must be redefining customer care.  So, I have now been assigned to an "Executive" case manager, Mario.  Mario was suppose to call  me back but never has and he is not in today until 1pm pst, and there is no one else at HP that can help me.  Redefining customer service again!!!  I have now called into Mr. William Veghte,  Cheif Operating Officer at HP, let's see how Mr. Veghte is redefining Customer Service. 

It's Friday, my office is closed but I am sitting here waiting for my pc to be delivered, which I was told isnt, so I guess  I will put my "case" all over the internet so the world can see how HP is redefining Customer Service.  Thanks HP!!

If any one at HP cares, please help me, case # 7502490860.  I am  recording all conversations and will post them as well so you can not only read but hear how HP redefines Customer Service.

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TS_Guest | ‎08-31-2012 09:48 PM
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Hello Nadine,

 

We apologize for your customer support experience.

 

We welcome all comments in our blogging plattform and we are glad to provide you with the means to get more attention to your case.

 

Since this is a public platform and we respect your private information, could you please send us your contact information to help@hp.com as well as all relevant information to your case?

 

Greetings,

 

HP Technology Services team

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  • More than 30 years in Sales and Marketing in IT services business. Currently managing global campaigns for Datacenter Care.
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  • I am an identical twin. My brother’s name is Chris Tinker and we have been extremely fortunate working similar careers within HP, known to our HP colleagues and many of our customers as "The Tinkers". Our job is to be the technical lead on major business operational outages with millions of Dollars/Euros hanging in the balance. We both have a complete background in architectural, Infrastructure and application environments from both the proactive and reactive side of HP Enterprise Service (HP ES), and HP Enterprise Business (HP EB). We have always attended the same schools, studied the same material (big surprise, as we are identical twins), and have always worked as a close team and strive to demonstrate our teaming ability’s to others. We each have more than 11 years experience supporting mission-critical enterprise customers on a broad range of technologies. We’ve both won the HP MVP award multiple times as well as coauthored books, programs, and whitepapers in our spare time.
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