Vistaprint 2007 Annual Report Download - page 17

‰uploading customer images or logos;
‰changing color schemes; and
‰zooming in and out.
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.
Our English-language customer support, sales and design center is located in Montego Bay,
Jamaica and was staffed by over 240 customer service and design employees as of June 30, 2007.
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.
Customers that do not want to design themselves or to design online in real-time cooperation with
our sales and design personnel can instead call our design services hotline toll-free and receive design
services. Our agents are trained to be proficient in the use of our design 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 and copy needs and ideas, the business or social image the customer
desires to convey, and other information relevant to the design and copy process. Our designers and
copywriters then create customized and professional marketing materials for the customer to review
and approve.
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 click.
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
Form 10-K
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