HP realizes that mandatory 15-minute support call wait times isn’t good support
1 min read
Summary
HP has lifted mandatory wait times it was implementing on certain regions’ technical support hotlines in a bid to get customers to use digital support options instead, following a negative response from customers who did not appreciate being held in a queue for up to 15 minutes, even if there were no queues.
Although the company has now abandoned the strategy, Katie Derkits, spokesperson for HP, said the hold times were designed to ensure customers were aware of the digital support options, “with the goal of reducing time to resolve inquiries.”
Derkits admitted the move had revealed to the company that customers still overwhelmingly favoured human interaction when seeking support, and appreciated timely access to live support.
