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Xerox Provides More Online Customer Services Through New eSupport Centre

Thursday, February 21, 2002

Press release from the issuing company

Enhancements Added to Customer Self-Service Tools, Technical Support STAMFORD, Conn.- Feb. 20, 2002--Xerox Corporation has built an "eSupport Centre'' on its corporate Web site that integrates four tools customers can use to manage their accounts, including new services to track the status of any order and to submit equipment meter-reads online. In addition, the eSupport Centre provides customers with enhanced technical support, powered by the same comprehensive database of knowledge that Xerox support agents use to help customers over the phone. The eSupport Centre, located at www.xerox.com, is part of Xerox's continued focus to give customers convenient, functional tools to help them be more productive while also driving the company's cost savings. "Xerox.com is designed to help people learn about and shop for Xerox products and services, but we are equally committed to providing customers with the efficient after-sale support they require,'' said Fred Heller, vice president and general manager, xerox.com. "These integrated tools further ensure that customers have relevant, easy-to-use online support available 24 hours a day, both for their products and accounts.'' Currently available for U.S. customers on www.xerox.com, the account management services include: * Meter Reads: Customers who lease digital or analog copiers or digital multifunction systems under a page-volume agreement can now track and submit the monthly copy or print volume online. Previously, customers could only call or fax the information to Xerox for processing and billing. Registered users can also receive an e-mail when it's time to submit the meter numbers. * Order Status: Customers can now instantly check on any equipment or supplies order, whether it was placed online or over the phone, and access UPS tracking information for supplies shipments. * Electronic Bill Presentment and Payment: Customers can view Xerox invoices and make payments electronically, improving their productivity. * Purchase Order and Contract Renewal: Customers with a current equipment contract or lease can view the terms and pricing online. They can choose to renew the contract through a new or modified purchase order or by credit card. In addition to these tools, eSupport Centre provides more comprehensive technical support through the Online Support Assistant. A knowledge database helps customers find answers to service-related questions, troubleshoot technical issues or perform minor repairs on their own. It is continually updated with information on new solutions gathered from Xerox telephone support centers and service providers in the field. The center also includes links to all Xerox printer drivers, training courses, animated demonstrations of equipment and more. It uses several levels of security to protect customers' confidential information. The eSupport Centre is one of many enhancements recently made to xerox.com. Other tools include the Upgrade Centre, which makes recommendations on how customers can maximize the value of current equipment or what they might consider acquiring to meet future needs, and "Help Me Choose,'' which guides customers through a short series of criteria to help them pick the right product. The xerox.com portal provides information on more than 1,600 Xerox equipment and supplies products as well as Xerox services and solutions. Including the United States, the site directly serves 16 countries in their local languages and currencies.

 

 

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