HP adds for 15 minutes to support customers to bring customers to digital support options

HP adds 15 minutes for telephone support calls to force customers to use digital options instead of waiting for a representative.

Accordingly The registerHP implemented the change on February 18 in five European countries, including France, Germany, Ireland, Italy and Great Britain.

“We would like to inform you about a change in the NL IVR (Natural Language IVR) in some countries and languages ​​for consumer printing and consumer -PC customers in EMEA that are effective today” The register.

“The aim is to influence customers to increase their introduction of digital self-resolution in order to answer their support question faster. This includes inserting a message from high call volumes in order to expect a delay in connection with an agent and to offer digital self -level solutions as an alternative.

“To fix your problem quickly, please visit our website -Support.hp.com to check other support options or find helpful articles and assistant to get guided help by visiting virtualagent.hpcloud.com . “

HP tells the customer that it “experiences longer waiting times and that we apologize for the inconvenience” in the fifth, tenth and thirteenth minute on hold.

It remains to be seen what the fallout will be, but it is certain that HP will probably be exposed to a significant setback for the new initiative.