How Does It Work?
The user first calls their local support center. The support agents have the option to try a remote solve. Using the Remote Solve option, customers are given the option to call via video chat – Skype or FaceTime are the video-chat options at this time. The agent can then direct the user on how to fix an issue remotely and they can actually see what the user is seeing on their machine. According to Xerox, the use of video chat could lead to faster resolution, less explaining, and more problem solving on the first call.
The video below that explains this new service and shows you how it works.
Xerox customers can subscribe to the Xerox Support YouTube Channel so that they don’t miss important information and so they can find videos to walk them through how to use, fix, and maintain their devices. See the video below on how to subscribe to a YouTube channel.