Post sales support is split by market segment, with a dedicated phone line for Stylus inkjet printers, and a different hotline for laser products. I think having staff that really know a product line is appreciated by customers. Of course, we distribute drivers electronically, and we have Web-based support. This includes technical hints and tips, so that customers can do more to support themselves. We've also refreshed our CoverPlus warranty by adding more product groups and making it easier to use.
Excellent support is a vital for having satisfied customers.
But there are valuable knock-on effects. If a customer is satisfied, they're more likely to buy from us again. They'll also recommend us to friends and colleagues. Part of providing a reliable product is providing good service. HP's European support is managed from the main call centre in Amsterdam, although there are significant support organisations in all major European countries, amounting to about 2,000 staff.