So, what have we learned or what can we take away from the experience with HP?

• Even large companies make mistakes
• No matter how well you think you’re doing, that might not be a customer’s perspective
• Live connections demand responsiveness
• Organize web knowledge bases to making finding answers to unexpected questions easy
• Watch the Internet - Blogs, message board posts, and other comments will focus on problems
• Admit it when you don’t have the answer and make it easy to identify and correct the problem

Categories: Call/Contact Centers, Customer Service, Human Activity Systems, Web Sites