I am so excited – in less than a month, I’ll be headed to the HP Social Support Summit in Orlando to meet with other Experts – nearly 200 HP employees and customer volunteers from all over the world who devote their own time each month to helping HP customers solve problems, use their products, and find answers to their questions in one of the seven global HP Support Forums.
What Are the HP Support Forums?
The HP Support Forums are online communities designed for customer-to-customer product support. Although I’m an HP employee, I’m also a customer. From the calculator I had in college to the printer I bought in grad school to my trusty workhorse of a desktop to the HP mini I like to travel with today, I’ve been an HP customer for almost twice as long as I’ve worked here! My day job isn’t in Customer Support, but it gives me a real sense of satisfaction when I’m able to resolve a customer issue or provide information that helps customers get the most out of their HP products. For customers who are new to the HP Support Forums, the Welcome section is a great place to start.
Who’s Going to Orlando?
Attendance at this second annual #HPS3 conference is one of the “perks” of being an active Expert volunteer and is an opportunity for HP to share the technologies, strategies, and best practices that drive HP’s vision for its future in Social Media Support. Anyone who is actively contributing to the HP Support Forum community is eligible to be an Expert. The Summit agenda is jam-packed with technical breakouts, hands-on labs, product demos, informational presentations, keynote speeches, fun networking events, and more – I’m already struggling to choose between sessions!
Being new to #HPS3 this year, I was curious to know what the highlights were for last year’s enthusiastic Summit-goers. Most said it was the opportunity to meet face-to-face. For DaniW, it was “meeting so many great people in person for the first time who we knew virtually in our numerous communities.” Geographic and linguistic differences melted away, and the conversation was non-stop. AuntieEm agrees: “Best thing for me was being able to spend time with everyone, put names to faces, and learn how I could support customers better.” The Summit gives everyone a chance to exchange best practices with other top forum participants and delve into some of the challenges and opportunities that arise in social media support. There will be numerous breakout sessions on social media and customer support, following a panel discussion and Q&A session, “Social Savvy Tips & Tricks,” facilitated by Joe Cothrel (Lithium, Chief Community Officer) and featuring panelists Eric Féron (Google, Global Lead of AdWords Communities); Siobhan Flanigan (HP, Social Media Strategist); Kevin Gibb (HP, Rich Media Program Manager & HP Expert); and Jonathan Wishart (Lithium, Sr. Social Solutions Consultant).
Participants will get to expand their HP product knowledge and troubleshooting skills while they’re in Orlando, as well, with breakout sessions focused on topics like Microsoft Windows 8, printing, cloud computing, the future of social media and support, the use of augmented reality for customer support, hardware innovation, and more.
Most importantly, of course, the annual worldwide HP Social Support Summit is an invitation-only event that gives HP a chance to say thank you and to recognize the important contributions made by the Experts who volunteer their own time to help HP customers on the Web.
Want to Know More?
Stay tuned – I’ll be blogging and Tweeting (using the hashtag #HPS3) about my experiences at the HP Social Support Summit 2013. I plan to share what I can (I’m told there will be some “sneak peeks” for attendees only), but if you want to join us next year, come on over to the HP Forums, share your knowledge and skills, and get involved – become an Expert!
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