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Storyboard Description

Printer

Storyboard Text

  • Another paper jam? Why do problems like this happen when I’m on a deadline? Now I have to call and get someone out here. This takes so much time. And I wanted to attend my kids’ soccer game tonight.
  • Xerox Online Support
  • I just want someone to tell me what to do to fix these jams. Hmm… I wonder what this support button does….
  • Send Data to Xerox
  • Woah, I’ve never seen this before. What happens if I send the data to Xerox?
  • Cancel
  • For Frequent jams, clean the feed rollers
  • Clean Feed Roll
  • “For Frequent jams, clean the feed rollers?” What are feed rollers, and how do I clean them?
  • Go Back
  • Here's what you need to do!
  • Clean Feed Roll
  • Go Back
  • Wow, the printer just told me how to do it! I had no idea… This cleaning seems easy. If this works, I can still make that soccer game!
  • Employee walks up to printer, opens it up and tries to clear a paper jam only for it to jam again
  • Narrator: Customer Self Help features are about more than users searching for solutions.
  • Close up of the screen
  • Narrator: You’re probably already aware of the customer knowledge base on xerox.com, and the help embedded in drivers and CentreWare IS.
  • Narrator: Up until now, these tools have acted independently to deliver context-sensitive help, based on topics the user actively searches.
  • Please Wait
  • Clean Feed Roll
  • Go Back
  • The button is available on the device’s control panel, through the print driver, and in CentreWare Internet Services.
  • Each of these locations accesses the existing knowledge base from xerox.com, which is now connected to a rules engine.
  • *Custom built Video*
  • *Screen shots of xerox.com KB, Driver Help, and CWIS Help build on the stage*
  • *Zoom into KB show the search field with the text appearing as if typing.*
  • Narrator: Now the user can touch or click a button to send their product’s information directly to Xerox, and receive timely and relevant solutions without contacting any Xerox personnel.
  • *screenshots from Control Panel, Driver, and CWIS three locations..*
  • *Transition to the graphic showing the data flow to the rules engine.
  • *Animate the data flow into the engine,*
  • Narrator: The rules engine is a server which analyzes error conditions, fault history, and other usage information the product sends to Xerox.
  • *then coming back to the device.,*
  • Narrator: Based on that data analysis, the rules engine serves potential knowledge base solutions back to the user.
  • *Show the options on the UI*
  • Narrator: The user can choose to try these solutions, or search on different topics, depending on their preference.
  • Narrator: Did you know that on average, most users spend 15 to 20 minutes troubleshooting their own problem before contacting Xerox for help?
  • Narrator: Imagine if you could acknowledge and access that path the user has already taken, so support calls don’t have to start over from scratch.
  • Show branded user experience graphic from Brandcom.
  • Narrator: It’s all about improving the user experience.
  • Narrator: It’s also about moving the cost of support and service to the left – avoiding unnecessary on-site service and phone calls.
  • Hi yes, I’m calling because I need service to fix my printer. My product serial number is SN555554.
  • Hello, thank you for calling Xerox. I see you’ve already seen our “Clean the Feed Rollers” article. I take it you’ve tried that and the printer is still jamming?
  • Oh, yes! You already know what my problem is?? This is great! I cleaned those rollers, and also checked the paper. I really think I need someone out here to fix it.
  • Sure, I can dispatch a service engineer right now, and they can be there tomorrow afternoon. [Pause] You know, I see you’ve had this printer for a while. Have you ever replaced those feed rollers?
  • Uh, no. Is that something I can do on my own?
  • *Show a move to the left graphic, with moving arrow to the left. Transition to next segment,*
  • Yes. I can send you a pack of rollers with the instructions, and you can replace them yourself without tools. Are you comfortable with that?
  • Back to live action video. Could do a split screen with a phone rep and the user, or switch back and forth for visual interest? Same user, now on the phone
  • That would be great! Especially if I don’t have to rearrange my schedule to wait for someone to arrive.
  • Excellent. Instead of dispatching a service engineer, I’ll send you those rollers and you can replace them at your convenience. Just give me a moment to place the order, and I’ll verify your shipping address…
  • Thank you for resolving this quickly! I still have time to make my kids’ game!
  • No problem! I’m glad you used our customer self-help feature. That allowed me to see what you’ve already tried and cut straight to the next steps. Let me know if those rollers don’t fix the problem, ok?