Page 5 - Raise Your Game: 13 Social Success Stories
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HP’s vision is to create technology that makes life be er for everyone, everywhere—every person, every organiza on, and every community around the globe. To invent, and to reinvent.
To engineer experiences that amaze. With one printer and 1.7 PCs shipping every second, HP has a large and growing installed base of customers globally. HP has partnered their Support Community with Lithium to deepen customer engagement and improve response and resolu on rates, while leaving no customer behind. They believe in the vision and value of a Total Community. The Lithium pla orm and Lithium Response are crucial to HP’s customer support opera ons success.
37% YOY REDUCTION IN FIRST RESPONSE TIME
35%
YOY INCREASE IN POSTS
21% YOY INCREASE IN REGISTERED USERS
44%
YOY INCREASE IN EXPERT SOLUTIONS
41% YOY IMPROVEMENT IN MINUTES TO FIRST SOLUTION
“We have a three part strategy that drives our success. One, we listen. We pay a en on to the conversa ons and feedback on social channels to meet di erent customer needs. Second, we engage. We have peer-to-peer support and dedicated social agents who ensure that ques ons are answered or routed to the right expert within certain SLAs. Thirdly, we learn and share within the organiza on. We use Lithium Social Intelligence (LSI) and execu ve repor ng to learn and feed what we learn back into product development and our customer care strategy.”
— Kri  Kapoor, Global Director, Social Customer Care
WINNING 2016 LITHY ENTRY
HEAR FROM HP’S COMMUNITY MANAGER
HOW HP MEASURES SOCIAL ROI
CUSTOMER SUCCESS SPOTLIGHT




















































































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