HP launched its first customer support forum in 2008 and now promises to ensure that ‘no customer gets left behind’. When you have over 100 million customer service enquiries every year in 7 different languages, this presents quite a challenge.
In the run-up to Social Customer Service Summit 2016 – at which her team will present a case study – we asked Kriti Kapoor, Global Director, Social Customer Care at HP Inc., to give us the inside track on how it’s done.
You can listen to her interview with Luke Brynley-Jones, Managing Director of Our Social Times (below) as she explains what it takes to deliver high quality social customer service at scale.
Kriti’s team will be joined by social customer service experts from Vodafone, IBM, EE, O2, TSB, Estee Lauder, Citibank, Microsoft and 80 more brands at SCSS16 on 13th April. You can book your ticket here.