Vistaprint 2010 Annual Report Download - page 11
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Form 10-K
Lowest Price and Satisfaction Guarantees
We demonstrate our confidence in the quality and pricing of our products by offering an
unconditional lowest price guarantee on many of our products and an unconditional guarantee of
customer satisfaction.
The Customer Design and Purchase Experience
We recognize that our customers have differing needs, skills, and expertise, and we offer a
corresponding range of customer service options. Our websites offer a full complement of tools and
features allowing customers to create a product design or upload their own complete design, and
place an order on a completely self-service basis. Those customers in Dutch, English, French,
German, Italian, and Spanish speaking markets who have started the design process but find that
they require some guidance or design help can, with the assistance of our customer sales and
support personnel, obtain real-time design or ordering assistance. We also offer email support to
customers of our other localized websites.
Designing Online
Customers visiting our websites can select the type of product they wish to design from our
broad range of available products. When a product type has been selected, the customer can initiate
the design process by using our predefined industry styles and theme categories, by entering one or
more keywords in our image search tool, or by uploading the customer’s own design. If the customer
chooses to do a keyword search, our automated design logic will, in real time, create and display to
the customer a variety of product templates containing images related to the customer’s keyword.
When the customer chooses a particular template for personalization, our user-friendly, browser-
based product design and editing tools are downloaded from our servers to the customer’s browser
program. We enable the customer to quickly and easily perform a wide range of design and editing
functions on the selected design, such as:
• entering and editing text;
• cropping images or entirely replacing images with other images;
• repositioning product elements using conventional drag-and-drop functionality;
• changing fonts or font characteristics;
• uploading customer images or logos;
• changing color schemes; and
• zooming in and out.
Customer Support Experience
We are committed to providing high levels of customer service and support. We offer e-mail
support for customers on most of our localized websites. We augment our e-mail support and our
online tools with knowledgeable, trained service, sales and design support staff that service our
markets.
Our English-language customer service, sales and design support center is located in Montego
Bay, Jamaica. Our Dutch and German-language support is in our new facility in Berlin, Germany. Our
French, Italian and Spanish-language support is in our new facility in Tunis, Tunisia. These three
facilities were staffed by over 430 customer service, sales and design support employees as of
7