Vistaprint 2006 Annual Report Download - page 16

Table of Contents
Design, Sales and Service Customer Experience
We are committed to providing a high level of customer service and support. We offer e−mail support for customers on all of our localized
websites. We augment our e−mail support and our online tools with knowledgeable, English speaking, trained service, sales and design support
staff.
Customers that do not want to design themselves or to design online in real−time cooperation with our sales and design personnel can call
our design services hotline toll−free and receive free design services. Our agents are trained to be proficient in the use of our design creation
software tools. Due to our proprietary design tools and low−cost, high−volume service operations, our cost, design time and revision turn around
are significantly less than typically available from traditional graphic designers.
We conduct a short interview process with customers during which we gather information regarding the customer’s design needs and
ideas, the business or social image the customer desires to convey, and other information relevant to the design process. Our designers then
create customized and professional designs for the customer to review and approve. If necessary, up to three revision cycles are performed by our
designers at no charge to the customer. Customers can select from the various design options and place orders for printed products incorporating
the chosen designs.
Our English−language customer support, sales and design center is located in Montego Bay, Jamaica and was staffed by over 240 service
and design employees as of June 30, 2006. Using our proprietary design software applications, combined with voice over internet protocol
telephone transmission technology and call center management tools, we believe our agents and designers provide a service−rich customer
experience. Calls typically are answered in less than 30 seconds and our agents are available to provide assistance via telephone five days a
week, from 8 a.m. to midnight Eastern time.
Post−Design Check−Out Process
Customers purchasing printed products check out either via a standard e−commerce self−service shopping basket or by providing their
order and payment information via telephone to one of our service agents. We offer a variety of secure payment methods, with the payment
options varying to meet the customs and practices of each of our localized sites. All of our orders require pre−payment, whether by credit or debit
card, check, money order or wire transfer. During the check−out process, customers are also typically presented with offers for additional products
and services from us and our marketing partners. Using our automated VistaMatch product design capabilities, customers who designed products
using our content can be shown images of automatically generated matching products. For example, a customer purchasing business cards can
automatically be shown matching return address labels, magnets, calendars, calendar magnets and similar products. Each of these automatically
generated product offers can be quickly and simply added to the customer’s order with a single key stroke.
The Print Manufacturing and Delivery Process
As orders are received, we automatically route printing jobs, aggregated by our VistaBridge technology, to the type and location of printing
system that is most appropriate and cost efficient for the type of product ordered. Products ordered in quantities of 250 or more, such as business
cards, postcards, letterhead and the like, are typically produced using a single pass on state of the art automated, high−volume, four color offset
professional quality printing presses. Products produced in smaller quantities or using special materials, such as holiday cards, invitations, return
address labels, and magnets, are typically produced on digital presses, although we may print as few as 50 of a given product on offset presses.
In almost all cases, individual orders from multiple customers are
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