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Personalized local language support 3. Solicits feedback on localized quality 4. Local language escalation options 5. Discussion/user groups 4 = average for all sites Analysis. Our judges felt that HP has done an outstanding job in implementing interactive features, with the exception of localized e-mail alerts and tips. In every other aspect HP scored at the top or near the top of the categories. 15 Section D. 2 1. Personalized support experience 2. Locale optimization 3. Supports various learning styles 4.

There were repeated issues with the tool, which included it crashing almost daily, leaving us without any online customer care service and internally no one to assist us in problem resolution. This left our IT department and web developers to “troubleshoot” the issue and resolve it themselves. Meanwhile, our customer service representatives were hard at work manually trying to keep up with the onslaught of over triple the volume of emails to be responded to without a functioning “auto-responder”.

It is clear in their essay on integrating support that Dell has made a strong effort to identify the needs of different classes of users and this shows in optimization for customer type, in which Dell received the highest overall marks. 15 Section E. 5 1. 2 2. How ambitious was the project? 3 3. 5 4. 8 5. Lessons learned Analysis. Dell did quite well in terms of integrating international support into their overall strategy, and our judges felt that the lessons Dell learned were widely applicable and useful to other organizations.

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2006 Ten Best International Web Support Sites


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