Our new Fast Track to the Expert form has been available since May and we are seeing some great successes with the form. For those of you who are not familiar with it, Fast Track to the Expert is a form that you fill out about your specific machine to ask a question or seek help for a problem or issue. Once the form is filled out simply click on Submit and the form is sent to us here at Xerox Support where it will be verified and then sent to the proper Remote Support Specialist (RSS) to help you. You can find the form at the top of the support page for your machine. (see example below) Now with anything, there are always key points that will optimize its success. I have outlined them here:
Monitor your Email: As part of the process you must enter an email address into the form. Please be sure to monitor this email address as we will be communicating to you via this address. We may need additional information to process your request so stay on top of your email during the hour following the form submission
There are Real People that will be Responding: We call it “Fast Track to the Expert” for a reason. Your request will be sent to someone who is familiar with your machine and problem type and will be communicating with your regarding your issue. There are no “bots” on the other end of this form.
Be as Accurate as Possible: The information you provide will be used to communicate with you, find the proper RSS who will use the information to get started troubleshooting and if required dispatch an Onsite Technician. So please be accurate with your serial number, contact information, and problem description so we can get you the help you need.
An Auto Acknowledgement will be sent within 10 Minutes: When you hit “submit” you should receive and auto acknowledgement within 10 minutes identifying we have received your message. This will be before anyone has looked at your request. Now this is the important part, if you don’t receive that auto acknowledgement to your email address in about 10 minutes, that may indicate a problem with your request. It could be that because of some internet hiccup we never received your request, or if you have spam filters on your servers you may have unknowingly blocked our message back to you. If you do not receive the auto message please call the Support Department so you don’t experience any delays in getting the support you need.
Remember, Fast Track to the Expert is one more way Xerox makes it easier for you to tackle your busy day. You always have the option of calling us directly, using the Online Support tool, or connecting with your peers on the Customer Support Community forum. The choice is yours!
Direct Links to Fast Track to the Expert: