The annual competition evaluates excellence in online service and support. A panel of judges used 25 separate performance criteria, including:
- Overall usability
- Design and navigation
- Knowledge-base and search implementation
- Personalization
- Interactive features
Online support is the fastest growing segment of the support business. HP's consumer support site gives consumers access to troubleshooting content, software updates and driver downloads, as well as frequently asked questions. E-mails are routinely answered in about an hour and customers can chat in real time with a support professional.
HP continues to make improvements to the site and customers report increased satisfaction with the experience.
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