Recent reports indicate that HP implemented a controversial 15-minute hold time for customers seeking assistance via their hotline. The intent behind this decision was to steer users towards digital support channels, such as support.hp.com and its virtual agent at virtualagent.hpcloud.hp.com. However, following significant backlash from both customers and employees, HP has swiftly retracted this policy.
Details of the Policy
Initially, the 15-minute wait was enforced in HP’s customer service centers located in the UK, Ireland, France, Germany, and Italy. The automated voice response system informed callers, “We are experiencing longer waiting times and we apologize for the inconvenience. The next available representative will be with you in about 15 minutes,” regardless of whether there was an actual queue.
Reaction and Resolution
This policy faced immediate criticism, leading to its cancellation just one day after its announcement. Insiders expressed that many within HP were discontent with the decision-making process, particularly noting that those in leadership roles lacked direct interactions with customers affected by such policies.
Impact on Customer Service Staff
Customer service representatives were likely disturbed by the prospect of handling frustrated callers who had to wait an unnecessary additional quarter of an hour to reach a human representative, especially when already dealing with device-related issues.
HP’s Defense
In defense of the initial strategy, HP claimed, “We’re always looking for ways to improve our customer service experience. This support offering was intended to provide more digital options with the goal of reducing time to resolve inquiries.”
They further stated, “We have found that many of our customers were not aware of the digital support options we provide. Based on initial feedback, we understand that timely access to live customer service agents is paramount. As a result, we will continue to prioritize access to live phone support to ensure we are delivering an exceptional customer experience.”
Support Channel Effectiveness
While HP’s support website and virtual agent offer valuable assistance for basic troubleshooting, not all customers are comfortable navigating these digital avenues. Many individuals may resort to calling customer support as a last resort, often after unsuccessfully attempting to resolve issues online. Consequently, introducing a standardized 15-minute wait time could potentially undermine HP’s customer service effectiveness.
