It Takes a Community
Last February, Compaq Computer Corporation added a community program to its portfolio of eServices thereby enhancing customer satisfaction while empowering users. The Compaq Customer Community Program, developed by QUIQ, Inc., provides an online forum where Compaq Presario and iPAQ customers can interact and collaborate with other individuals to share information and advice regarding Compaq products and services.
“Compaq's program recognizes the emergence of a more proficient generation of computer user with more sophisticated needs,” said Steve Young, Compaq's vice president of Worldwide Customer Care. “We developed this eServices program as part of our strong commitment to customer satisfaction and service in order to empower customers of all experience levels and enable them to receive the most value and enjoyment from the Compaq products they purchase.”
Customers ranging from novice to expert have received assistance via this online program, enabling them to receive fast and accurate solutions on a broad range of topics, such as PC System Maintenance, Mobile Computing, Connecting on the Go, and How to Set Up a Home Network. The community forum on the Compaq site is accessible 24 hours a day, seven days per week to tens of thousands of users including more than 100 community experts and enthusiasts who contribute to content pieces and discussions. Community members help one another resolve technical issues, address product-related “how to” questions and share knowledge and education for Compaq products.
“The benefit of Compaq Customer Communities goes beyond merely offering hardware and software support online — the program is dynamic and participant interaction reflects the willingness of people to assist others, including how to apply the technology in every day circumstances,” said Young. “Because of the online forum, members can address new issues and topics as they arise, providing quick responses to customers' needs or concerns.”
Compaq's eServices also include an online consumer support site, offering e-mail support and access to original product drivers, latest updates, and online documentation, and the Compaq Knowledge Center that integrates self-help assistance features from Compaq and Microsoft with the efficiencies of the Internet for the fastest time to solution.
Compaq Computer Corporation, a Fortune Global 100 company, designs, develops, manufactures, and markets hardware, software, solutions and services, including consumer PCs that are sold in more than 200 countries.
