Citation
(2001), "Motive for service", Work Study, Vol. 50 No. 5. https://doi.org/10.1108/ws.2001.07950eab.005
Publisher
:Emerald Group Publishing Limited
Copyright © 2001, MCB UP Limited
Motive for service
Motive for service
Hewlett Packard (HP) is to become the first major computer supplier in Europe to preload on-line customer care software from Motive Communications on all its computers. It is also to offer a free download to existing users. Released under the branding HP Instant Support this Motive-powered service gives users self-service and diagnostic options. Also when contacting a service agent for support the system can automatically provide much of the detail normally needed to be given by the caller. Last year, HP made Instant Support available in North America and it intends to roll it out worldwide. Users can choose either Self-Service, which automatically delivers answers on-line, or Smart Search, where the user can ask questions and wizards will then guide the user through support options. At any time, the user can ask for assisted service from a support analyst, who in turn benefits from Instant Support's automatic capture of problem data.