3 April 2011

Ethnographic research inspired Xerox’s prototype customer care software

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Xerox logo detail
Simplifying the workplace so customers can allocate more time and resources to their core business is fundamental to the innovation incubating today in Xerox’s labs – and is the purpose of prototype customer care software revealed by the company this week.

The software uses Web-based 3D virtual reality imaging to give Xerox customers instant access to live support for their printer or multifunction device.

Xerox scientists say the prototype pinpoints ways to ease customer frustration, shorten customer care calls and free up workers to focus on their real business.

To help develop the prototype, ethnography researchers at Xerox’s Research Centre Europe studied the way customers responded to printer issues and examined the calls coming in to service centers.

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