HP has introduced a minimum 15-minute wait time for consumer PC and print customers calling their support centers in several European countries. This decision, announced on February 18, aims to encourage users to utilize digital support channels instead of waiting for phone assistance. The Interactive Voice Response system will inform callers about high call volumes and direct them to online resources for quicker resolutions, thus pushing for increased adoption of self-service solutions. Continued holding is an option, but with repetitive reminders of the delays and digital alternatives.
"We want to inform you of a change in the NL IVR (natural language IVR) in some countries and languages for Consumer Print and Consumer PC customers in EMEA, effective today."
"Objective is to influence customers to increase their adoption of digital self-solve, as a faster way to address their support question."
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