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Personalized support experience 2. Locale optimization 3. Supports various learning styles 4. Optimization for customer type 5. Awareness of locale-specific issues = average for all sites Analysis. HP performed strongly in terms of support for various learning styles and customer types. The site was weaker in terms of personalized support experiences, but the overall showing in the personalization and locale-specific adaptations was quite good. 15 Section E. 9 1. 5 2. How ambitious was the project?

We had over 1300 documents online, which we used to refer to as infobases. They are an excellent source of information designed to provide a service, enabling customers to solve their own issues. They have been and still are, the best sources of information, yet they used to be our best kept secret. Due to limited site functionality, customers were never able to browse the infobase information – they could only be accessed via very limited search functionality. Basically, the customer had to type in an exact match to the wording in the infobase to achieve a successful result.

The matching solutions are now offered as feedback to the customer in the hopes of resolving their issue, in the hopes that they would not need to progress through the ticket submission process further. This greatly cuts down in the volume of actual tickets that are submitted daily. Resulting in the issues being resolved faster, saving the resources of a live CSR for the “real” technical issues and no wasted man-hours solving that already have solutions. You can imagine, in the old system how difficult it was to segregate out the correct answer from over 1300 possibilities, based on only one of 24 possible qualifiers.

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