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4 = average for all sites Analysis. Aside from a somewhat low showing in the ease of finding localized site features, HP did very well in terms of usability and quality and scored first overall in coverage of localized content, where our judges gave unanimous highest marks. 15 Section B. 4 1. Knowledgebase content coverage 2. Localized search features 3. Alternate access to knowledgebase 4. Relevance to target locale 5. Writing and localization quality = average for all sites Analysis. HP scored very high in the knowledgebase and search category, with a first place in knowledgebase content coverage.
The increase in all metrics is very impressive and gains continue to be made. © 2006 LISA and the Association of Support Professionals 2006 Ten Best International Web Support Sites 51 HP’s focused effort on a Global Translation & Localization Strategy, a Global Content Framework, a new Publishing Platform and a series of innovative features has given HP’s customers a best-in-class web support experience. HP continues to evolve its support offering and provide new and unique ways to offer customers the best support experience possible, on a global basis.
Having a built-in, dynamic knowledge base lowers training time for agents, provides more consistent responses, and delivers a richer experience to customers via self-service. When coupled with advanced email management tools, customer analytics to track behavior and satisfaction, and workflow to manage content and tasks across channels, a multi-channel solution can fully deliver on the promise of scalability and manageability. Newly enhanced reporting capabilities are providing visibility into customer behaviour and allow managers to better route certain requests or issues to particular interaction channels aligning customers’ wants with business needs.