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HP Social Support Summit 2013 SupporTube

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HP Social Support Summit 2013: SupporTube by Kevin Gibb

HP Social Support Summit 2013: SupporTube by Kevin Gibb

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HP Social Support Summit 2013 SupporTube HP Social Support Summit 2013 SupporTube Presentation Transcript

  • HP SupporTubeConnect, inspire & createKevin GibbRich Media Program ManagerMarch 21, 2013© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • HP Support videosWhy do we create themThe saga continues - From TheDesktopTell us what you think© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • HP Support videosWhy do we create themHow do we do itFrom The Desktop – The SagaWhat do you think?© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • Our creations “Not all tools are hammers.” Now playing on HP SupporTubeConnect, inspire & create • Hardware service 4 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • Our creations “Not all tools are hammers.” Now playing on HP SupporTubeConnect, inspire & create • Hardware service • How-to tutorial 5 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • Our creations “Not all tools are hammers.” Now playing on HP SupporTubeConnect, inspire & create • Hardware service • How-to tutorial • Product or technology overview 6 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • Our creations “Not all tools are hammers.” Now playing on HP SupporTubeConnect, inspire & create • Hardware service • How-to tutorial • Product or technology overview • Troubleshooting 7 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • Our creations “Not all tools are hammers.” Now playing on HP SupporTubeConnect, inspire & create • Hardware service • How-to tutorial • Product or technology overview • Troubleshooting • “Show Me How” 8 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • Our creations “Not all tools are hammers.” Now playing on HP SupporTubeConnect, inspire & create • Hardware service • How-to tutorial • Product or technology overview • Troubleshooting • “Show Me How” • Edutainment 9 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • Our creations “Not all tools are hammers.” Now playing on HP SupporTubeConnect, inspire & create • Hardware service • How-to tutorial • Product or technology overview • Troubleshooting • “Show Me How” • Edutainment • Webisode – YouTube style 10 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • Where you’ll find us “We go where the action is.”Connect, inspire & create 11 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • Why do we create them?Connect, inspire & create. © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • Why video? “It’s evolution, baby!” In the beginning was the wordConnect, inspire & create • Product manuals • Electronic Help in software • Online support documents A picture is worth a thousand words • Screenshots • Photos • Animated GIFs A video is worth…. • Professional video • Home video TM 13 • Copyright 2012 Video Sites © Online Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • Why Video? “Video killed the radio star…. We can’t rewind. We’ve gone too far.” I can’t believe Randy said Video FactsConnect, inspire & create that. People love to watch videos • Average US viewer spends 19hrs per month watching videos online – YouTube accounts for ~80% of viewers HP loves videos • ~4000 videos across 20 languages on Customer Care – Over 1 million views per month – ~2500 support documents containing videos • ~2500 videos in YouTube across 20 languages – Average 500,000 views per month 14 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • Lessons learned “The more that you learn, the more places youll go.” What we know so farConnect, inspire & create • Easier to understand Even I get it. 15 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • Lessons learned “The more that you learn, the more places youll go.” What we know so farConnect, inspire & create • Easier to understand • Builds confidence Taking him to see Spiderman may have been a bad idea. 16 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • Lessons learned “The more that you learn, the more places youll go.” I prefer the Kevin & What we know so farConnect, inspire & create Randy Show. • Easier to understand Check out this • Builds confidence tutorial. • One size doesn’t fit all 17 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • Lessons learned “The more that you learn, the more places youll go.” I’m here What we know so farConnect, inspire & create to help. • Easier to understand • Builds confidence • One size doesn’t fit all • Honesty and empathy are key 18 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • Lessons learned “The more that you learn, the more places youll go.” I’m sexy and I What we know so farConnect, inspire & create know it. • Easier to understand • Builds confidence • One size doesn’t fit all • Honesty and empathy are key • Ugly is the new sexy 19 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • Lessons learned “The more that you learn, the more places youll go.” You should have done it What we know so far this way.Connect, inspire & create • Easier to understand I wish I • Builds confidence could • One size doesn’t fit all download your brain. • Honesty and empathy are key • Ugly is the new sexy • Continue to learn ABOVE ALL: Keep it authentic! 20 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • The saga continues - From The DesktopConnect, inspire & create © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • Origin of a series “I fight for the users.” The DilemmaConnect, inspire & create The Protagonists 22 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • Humble beginnings “You have to start somewhere.”Connect, inspire & create Randy’s Hawaiian shirt debuts 23 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • Empathy is learned “You never really understand a person... until you climb inside of his skin and walk around in it.”Connect, inspire & create Vista made us do it. 24 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • From our desktop to yours “We are the facilitators of our own creative evolution.” Edgar’s debutConnect, inspire & create Kevin produced, 1 camera, 1 desktop PC, and Edgar 25 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • From our desktop to yours “We are the facilitators of our own creative evolution.” Edgar’s friendConnect, inspire & create Kevin produced, screen capture, external mic, 2 cameras, 2 plants, and a 26 desktop PC © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • From our desktop to yours “We are the facilitators of our own creative evolution.”Connect, inspire & create Bill’s cameo appearance Studio produced, better equipment, custom desk, backdrop, animated title, 27 multiple PCs, special guests, but no Edgar © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • The results Thank you HP. I have bought a “Everyone ought to bear patiently the results of his own conduct.” Toshiba ...They were not even willing to help out....I should have I cannot gone with a company What do customers say aboutConnect, inspire & create thank you that cares. enough! From the Desktop? Thanksguys. My default is • Increased views belting it with a hammer. You – half of top 10 viewed videos are FTD give me hope. • Increased subscriber rates Very informative and the fact that HP was able to land Louis – about 30-40% of subscriber growth CK andSteve Buscemi to play the role of two HP techs... • Increased customer interaction Awesome. Seriously... Great information for the novice and – Customers comment more frequently even not so novice user. Thanks. – Customers watch for 3-5 times longer • Increased recognition as helpful experts • Influencing competitor customers to want HP 28 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • Tell us what you thinkConnect, inspire & create © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • Tell us what you think “You define a job well done.” Video FactsConnect, inspire & create • Document feedback 30 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • Tell us what you think “You define a job well done.” Video FactsConnect, inspire & create • Document feedback • YouTube Like/Dislike and comment 31 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • Tell us what you think “You define a job well done.” Video FactsConnect, inspire & create • Document feedback • YouTube Like/Dislike and comment • Inner Circle & Video Team Board World Premiere: Upgrading Hardware – From the Desktop with Kevin & Randy 32 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • Questions?Connect, inspire & create © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.