Customer Care
Elevating the Level of Care for our Customers
At Copybox, we believe that exceptional customer care is at the heart of every successful partnership. Our Customer Care Assurance is designed to go beyond mere satisfaction; it's about delivering an unparalleled experience to our valued clients.
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Here's how we do it
Our Customer Care Assurance
Personalised Attention
Every client is unique, and so are their needs. We take the time to understand your specific requirements and tailor our services accordingly.
Rapid Response
When you reach out to us, you can expect prompt assistance. We understand that time is of the essence, and we're committed to resolving your queries and issues swiftly.
Expert Guidance
Our team comprises knowledgeable experts who are passionate about what they do. Whether it's troubleshooting, setup, or advice, you're in the hands of professionals.
Proactive Support
We don't just wait for problems to arise; we actively monitor your systems and offer preventive solutions. Our goal is to keep your operations running smoothly.
Transparency
You'll always be in the know with Copybox. We provide transparent communication, keeping you informed every step of the way, from project updates to support ticket progress.
Continuous Improvement
We're committed to excellence, and that means constantly seeking ways to improve. Your feedback is invaluable, and we use it to enhance our services continually.
Availability
Our customer care is available round the clock, ensuring you have support whenever you need it.
Long-Term Partnership
We're not just a service provider; we're your partner in success. Our Customer Care Assurance is built on forging enduring relationships that help your business thrive.
Copybox delivers service and support with a commitment to excellence
Our approach is built on responsiveness, expertise, and a dedication to our clients' success. From the moment you choose Copybox, you'll experience personalised attention and rapid response to your needs.
Our team of knowledgeable professionals provides expert guidance, ensuring your photocopiers and printing solutions operate seamlessly.
We offer proactive support, continuously monitoring your systems, and delivering transparent communication. At Copybox, we're not just about resolving issues; we're about building lasting partnerships. With a focus on continuous improvement, our aim is to exceed your expectations, every time. Your satisfaction is our priority, and we're here to ensure your business thrives.
Learn MoreBy the numbers
Copybox Service Statistics
4 hours
Engineer Response – Same Day Emergency Fix
90%
Success Rate in Fault Finding & Fix
Clarity
No Hidden Charges within Cost Per Copies
Next Day
Delivery – On all Toners & Consumables
Recovery
Loan Replacement Machine Service
Toners and Consumables
We will supply you with toners and consumables as and when they are due for replacement. To provide maximum service efficiency all machines are installed with our remote service software which automatically collects meter readings and auto-delivers your toner.
Cost Per Copy Costs
Your usage for colour and black and white copies are presented clearly on your monthly service invoice which can be billed monthly or quarterly.
Service levels
Incident Priority & Target Response
| Incident Priority | Target Response | Business Impact Summary |
|---|---|---|
| High | 4 hours | Machine / Application Down |
| Normal | 8 hours | Machine / Application Problem |
| Low | 48 hours | Minor Machine / Application Problems / Advice and Guidance |
Maintenance
Standard Maintenance Program
We will maintain your equipment on an on-going basis to ensure its smooth operation and to prolong its performance lifespan. Our standard maintenance consists of:
- All light sources checked and cleaned
- Paper path cleared of paper dust
- All feeding rollers cleaned and replaced if worn
- All toner and oil levels refilled
- Machine cleaned internally and externally
- Paper levels refilled if low
Automated Fault Reporting and Maintenance
Our remote service will automatically detect and report faults with your machine and ping a secure email to our helpdesk or technician in the field. As part of our maintenance program, automatic faults are resolved within our target service levels.
Delivery, Installation & Training
Comprehensive delivery, professional installation and hands-on training to get your team up and running quickly and confidently.
Account Management
Dedicated account management ensuring your service agreements, billing and equipment lifecycle are handled proactively and transparently.