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Global Service Experience

Connect, click, communicate — that's all it takes.

Slowing down isn't an option. That’s why Global Service Experience is the customer-focused service that keeps you running around the clock, anywhere in the world.

Looking for Service Support?

Connected Self-Help

The Internet of Things


Connect

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  • Intuitive on-screen prompts

  • Embedded videos

  • Diagnostics automatically sent for meter reads

  • Auto-order supplies, including toner and ink

Click

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  • 24/7 access to self-support content

  • Guided diagnostics with multilingual support via a Digital Agent

  • Tap into the latest insights, tools and helpful videos

Communicate with Xerox

It’s like having an engineer in the room


Communicate

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  • Direct support through live chat, phone or Augmented Reality

  • Support experts equipped with advanced remote capabilities to access devices and data

  • Immersive collaboration with Augment Reality helps to speed resolution times

Connect

Connect

Connect: Self-Monitoring. Simple. Smart.

Configure your device to self-monitor, and it will make adjustments, send meter readings and order supplies automatically. If there’s ever an issue, simply follow the on-screen prompts to resolve it.

  • Access to the full Xerox online knowledge base comes standard

  • Meter readings are sent automatically

  • Toner, ink and waste toner bottle orders are all automatic

  • Connect directly on device or connect multiple devices through a Device Agent

Remote Services Supported Products List

Xerox® Device Agent Software Download

Xerox® Device Agent User Guide (PDF)

Xerox® Device Agent Security and Evaluation Guide (PDF)

Xerox Remote Services Security White Paper (PDF)

Xerox ISO Certification (PDF)

SHA2 Security Certification Bulletin (PDF)

Automatic Supplies Replenishment FAQs (PDF)

Remote Services Data Transmission FAQs (PDF)

Click

Click

Click: Deep Engineering Expertise Is At Your Fingertips.

Access the same knowledge base used by our technicians and find the answers you need.

  • Can search our knowledge base on support.xerox.com or Google, 24/7

  • Can interact with the intelligent Digital Agent to get the answers and videos you need

  • Can also be transferred to chat with our Support Experts if more help is needed

  • Engage with Interactive 3D visualisations that enable you to understand your product components and help you resolve issues on your own with digital twin visual awareness

Xerox® Knowledge Base

Xerox® Customer Forum

Xerox® Community Blog

YouTube Support Playlist

Communicate

Communicate

Communicate: Support Experts, Effective Solutions.

Augmented reality is now powering our customer support team. With the help of CareAR, A Xerox Company, and its augmented reality platform, we can see what you see virtually and help fix the issues faster as if we were there with you.

Photo of a mobile phone with picture of a printer on the screen
  • See what I see – Our support expert becomes immersed in your environment using the device’s rear video camera. This gives the support expert a visual display of what needs attention.

  • Real-time graphical guidance – Experience real-time guidance using annotations, such as arrows, pulsating circles, and other features, which are overlaid on the live video. These graphical instructions “stick” to where they are drawn even when the mobile device is pointed at another object and then re-pointed to the original object.

  • Privacy – Only the rear-facing camera is used so you are not seen.

  • CareAR Assist App or browser – Your choice. When you download the CareAR Assist App your Xerox support expert can take advantage of a rich set of tools to guide you more effectively for rapid resolution. The browser option skips the CareAR Assist App download and offers the laser pointer tool only.

On-screen app tools include:

CareAR Screenshot with machine part circled

  • Arrows, up down left right colours

  • Laser Pointer

  • Pulse

  • Pen

  • Text flags label anchored

  • Undo

  • Flashlight

  • Snapshot

  • Pause

  • Share Content

  • Recording

Watch the video

 

How to use CareAR Assist YouTube Video

Easy and Effective Visual Support

94% of customers gave a 4 or 5-star rating for Xerox support experiences utilising CareAR Assist

We are proud to be 2022 TSIA STAR Award Finalists

2022 Finalist, TSIA Star Awards

Download the CareAR Assist App

QR code to download CareAR Assist from the Apple App Store

Get CareAR Assist from Apple App Store

QR code to download CareAR Assist from the Google Play Store

Get CareAR Assist on Google Play

  

CareAR Assist FAQs

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Xerox® Support Engage

Download the Support Mobile App now

App Store

Google Play

Xerox® Support Engage FAQs (PDF)



Need Technical Support?

Visit Support Page ›

>45%

of hardware problems are fixed remotely in less than 12 minutes.

>90%

of software problems are fixed digitally.

>85%

of requests are responded to within 1 minute.

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Global Service Experience brochure

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Global Service Experience brochure

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