Customers from acquired companies who need support information are generally a cranky bunch — and who can blame them?
If their support information is integrated too quickly, they have to learn a totally new way to get what they need.
But, as HP.com’s Networking support zone shows, integrating too slowly — and without a plan that works — can also be the kiss of death.
Recently, we took the HP network support site for a spin to see how it is adapting to its new acquisitions.
Our POV? It’s hard to believe that a Web team as vast and well-funded as HP.com has ended up as the poster child for what is turning out to be a networking support zone disaster.
But there are always lessons to learn. At the top of the list: don’t consolidate any acquisition’s support site until you’ve dotted every ‘i’ — crossed every ‘t’ — and stress tested the site with real users.
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Category: Case Study
Class: Tip & Trap, Poor Practice
Websites Profiled: HP.com network support site (currently at http://h17007.www1.hp.com/us/en/support/)
- Tips & Traps | A year after the 3Com acquisition, HP.com’s networking support zone is a muddled mess