Case Study: HP achieves a 21% increase in digital support resolution with Medallia

HP improves customer service delivery across digital channels

HP wanted a 360-degree view of what customers were trying to accomplish on its support site to improve resolve rates; Anand Singh, Project Manager at HP, aimed to spend less time troubleshooting and more time understanding customer behavior. To achieve this, HP integrated Medallia’s digital feedback solution with Adobe Analytics.

By combining Medallia’s customer feedback with Adobe Analytics behavioral data, HP identified that 75% of Printer support visitors were setting up new printers, redesigned navigation and routing, and A/B-tested the changes. After implementing the Medallia-informed updates, HP raised the resolution rate by 21% for the PrinterSetup support site and significantly boosted resolve rates across digital channels.

HP

Anand Singh

Project Manager