United States Service
15
User Guide
3
3
Xerox Services
Modes of Support
At Xerox, we deliver support
Where, When
and
How
you need us:
•
Online – easy, flexible, instant access
•
On Call – live support, just a call away
•
Onsite – responsive, highly trained, certified
Xerox has made significant investments in automating our support capabilities to ensure we
are providing you with the quickest solution to machine problems and answers to your support
questions. In fact, we now resolve over 45% of customer problems online or on call – this
means that about half the time, you are up and running without waiting for your Customer
Service Engineer (CSE).
Online
Online Support Assistant
Xerox has an award-winning online assistance platform available to you 24 hours a day, seven
days a week at
www.xerox.com/support
. It offers you online interactive technical and
operational help for our products via our integrated and constantly updated knowledgebase.
Online assistance offers the latest technical solutions and illustrated step-by-step operational
tips. This easy-to-use first line of support gives you the help you need, when you need it.
Key features include:
•
Searchable product support, How-To’s, FAQs
•
Drivers and downloads
•
Online documentation
•
Tutorials
•
Support for multiple languages
•
Knowledgebase that is continually updated through our network of experts
•
Customer Support Representatives
•
Customer Service Engineers
•
Systems Analysts
•
Remote Support Engineers
•
Design and Manufacturing Engineers
•
70% success rate for customers seeking help online, which translates into immediate
answers and greater productivity.
