Case Study: HP achieves faster, more efficient global customer care with Khoros

HP Provides Winning Customer Care with Khoros

HP needed a way to support a large, diverse global customer base around the clock without overloading agents with logistics and fragmented knowledge. To solve this, HP partnered with Khoros, onboarding Khoros Care and creating a Khoros-powered community to centralize support content, enable multilingual self-service, and capture customer insights.

Khoros implemented Khoros Care, a voice-of-customer survey, and a moderated community to enable peer-to-peer support and more efficient agent engagement. As a result of Khoros’s solution, HP saw a 37% year-over-year reduction in first response time, a 35% increase in posts, and a 41% year-over-year reduction in resolution time, helping inform product development and improve overall customer care.

HP

Kriti Kapoor

Global Director of Social Customer Care