Last week we talked about the Customer Support Centre and what happens when you call in. Today I would like to tell you about one of the resources the Customer Support personnel may use to help answer your questions and resolve your issues.
Our phone support personnel have a special weapon in their arsenal that allows them to log in to your computer and remotely “see” and set-up your system so your Xerox printers work together with your other business devices. Xerox Remote Support (powered by LogMeIn-Rescue) allows our support personnel to do thing from seeing what you see on your computer so that they can walk you through making changes to “taking over” your computer or Smartphone in order to view configurations, load software, send support URLs, and perform many other problem resolution processes.
This ability saves you time and effort and allows for a hassle free experience. You do not have to describe everything you see on your screen or try to find the setting we need. The ability for Xerox to view/control your equipment lets us see what we need to know to correct your issue. Xerox Remote Support does away with the process of relaying directions over the phone when trying to rectify issues with connecting to and utilizing Xerox printers and multifunctional devices. The Xerox support personnel can drive your system and you can sit back and watch.
On top of that, Xerox cannot take over your equipment without permission from you. You control the access that your Xerox representative or support person has to your system and you can end the session at any time. You will be on the phone while Xerox support is accessing your machine so that they can explain step by step what they are doing.
Not every call needs Remote Support so you may not see this feature when you call, but if it is deemed necessary by your support representative they will ask you for your permission and walk you through the process that will allow them to see your PC. The Xerox Remote feature is timing saving and helpful and is just one of the many tools the support representatives have at their disposal to help you with your printer issues.
Read all about the Xerox Remote Support process by accessing this linked document: Xerox Remote Support .