THE CHALLENGE
WASSER contributes to the success of the HP Customer Care site by providing Web-specific content for many of the products. Our writers develop topics to enhance the user experience by providing detailed information about installation, configuration, and troubleshooting of HP consumer PCs and monitors. Sample topics range from replacing hardware to increasing system performance. The in-box user documentation that WASSER creates is also available at the HP Customer Care site in PDF format for downloading. WASSER’s contributions to the knowledge base that is available at HP Customer Care ensure that the customer experience is enhanced by information that is easily understood and used.
THE SOLUTION
HP Customer Care is the section of hp.com that is dedicated to online support for HP Home and Home Office Products. Its goal is to provide customers with “total care”—advice and support before, during, and after purchase. HP prides itself on being one of the top 10 Web-support sites, as selected by the Association of Support Professionals (ASP). According to the ASP, “these sites truly define ‘best practices’ in Web support. They’ve been chosen by a rigorous review process that looks at 25 different performance metrics—including usability, design, knowledge-base implementation, interactive features, use of technology, customer experience, overall strategy, and much more.”
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