HP recently terminated its 15-minute wait policy for telephone support in several European countries, implemented to push customers toward digital support options. Following negative internal and external feedback, the company recognized the need for timely interactions with human agents. In a statement, HP emphasized their commitment to improving the customer service experience, acknowledging that many customers were unaware of digital alternatives. Initial reactions indicated that the policy was met with disapproval both from customers and support staff, prompting a swift reevaluation of the customer support strategy.
HP's recent abandonment of a mandatory 15-minute wait time for customer support highlights its recognition of the importance of timely access to live agents.
Despite introducing a wait time to encourage digital support use, HP has reverted this decision in response to customer dissatisfaction and internal feedback.
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