Visioneer Implements State-Of-The-Art Customer Service Capabilities
Visioneer Inc., a leader in intelligent imaging solutions, today announced four new programs to enhance its customer service and support capabilities. Visioneer has successfully brought their entire customer service and technical support teams in-house, developed an intelligent online support site, launched a new customer-friendly website with enhanced features, and is now offering multi-year service agreements.
"It has taken us just over a year to implement these programs and a significant investment in resources, but we see this as a considerable commitment to customer satisfaction," said Murray L. Dennis, president and CEO of Visioneer. "By hiring educated customer service and technical support agents and locating them in-house next to our U.S.-based engineers, we can now respond to our customers faster than ever before. By leveraging our in-house technical support team, we are able to offer advanced support capabilities such as remote diagnostics for critical business applications. Finally, by creating a new, easier to navigate website, customers will be able to more effectively research the best product for their needs."
Visioneer Brings Customer Support Home
In the last year, Visioneer has transitioned from having an
outsourced customer service call center to building an entire customer
service and technical support department at its headquarters.
Visioneer hired skilled customer service and technical support teams
and invested in sophisticated telephone switches and CRM (Customer
Relationship Management) software to offer state-of-the-art
capabilities, including faster response times in problem
identification, escalation and resolution.
"Our goal was to have our customer service representatives not only in-house, but we wanted our technical support to sit right beside engineering, so unresolved issues can be funneled immediately into engineering for prompt resolution and product improvement down the line," said Rosanne Chasteen, Director of Customer Service at Visioneer.
"The mission of our customer support team is to reduce the need for customers to call, by fostering a creative work environment to improve the out-of-box to desktop set-up and install experience. The culture of our organization reflects our commitment to fundamental principals of individual and team recognition for innovation, collaboration and customer advocacy."
"Our new support teams are doing a phenomenal job in responding to customers," added Chasteen. "Approximately 98% of all calls are answered in less than 5 minutes and 96% of all calls are resolved in under 10 minutes. We are constantly surveying our customers to measure their satisfaction with the new program and feedback to date has been very positive."
SARA - Helping Customers Find Answers Quickly and Easily
Visioneer has spent considerable time and resources to build and
refine its online support area, SARA (Support's Automated Response
Agent). This online "chat" option is like asking a librarian where to
find a specific page of information on our Web site. SARA uses a
natural language processor to assist customers in finding answers to
their questions. A customer can ask technical service and support
questions online in plain English and find instant answers. A question
such as "How do I fax a multi-page contract?" will direct the customer
to a link with instructions on how to set the scan resolution for
faxing.
Visioneer's efforts have focused on providing a positive experience, building solutions that are simple to find, and offering instructions that are easy to follow. At the conclusion of a session, SARA asks if a solution was useful, and when the customer selects "End My Session", they are given an opportunity to send their feedback along with the entire transcript of the "conversation" to the Knowledge Portal staff. With this level of detailed information, Visioneer's customer service agents are better able to grow SARA's knowledge base, and continually improve its online service experience.
Visioneer Relaunches Site with New Features
A team of Visioneer e-content managers have been working for the
past couple of months on a facelift of the company's World Wide
Web site, www.visioneer.com, to enhance customer experience. The site's
substantial improvements are specifically designed to make it an
easier and more informative experience for visitors and shoppers.
Visioneer's mission was to create a more dynamic look to make it easier for customers to find just what they need, quickly and efficiently. The changes were made based on customer feedback. At the same time, Visioneer is also launching four new features that broaden the scope and depth of their offerings:
- Faster Navigation & Page Downloads - Fewer clicks than ever before are needed for visitors to get where they want to go on the site. Most site pages have been optimized to speed download time.
- Clear Product Presentation - New page format displays - at a glance - comparative features, product specifications, and easy-to-find links to Product Resources such as manuals, drivers and datasheets.
- Document Management Solutions - Visioneer has dedicated a special section of its web site to address and offer guidance on how scanning solutions can help paper-intensive departments increase their productivity in searching, retrieving and forwarding documents.
- Clear Support Offerings - New navigation structure enables user to review general support services like frequently asked questions, the SARA automated support agent, and our KnowledgeBase library.
Every product is shipped with Visioneer's standard one-year product warranty (requires registration) which provides technical phone support to an in-house Visioneer technical support specialist, and a 24 hour a day, 7 day a week, web-based support center. Also included in this standard program is a return and replacement service, in the event an RMA is needed.
Visioneer now offers the opportunity for customers to extend the standard warranties that come with their products.
Premier Service and Support Warranty Package
For those seeking an increased level of uptime and convenience,
Visioneer is pleased to offer the Premier and Premier Plus levels of
service and support to its customers beyond that offered under the
Standard Visioneer product warranty period. Visioneer's Premier
coverage enhances the basic warranty for up to three years depending
on model.
Upgrading to Visioneer's Premier Service and Support Warranty Package enhances coverage to include a toll-free priority response technical and customer support line (for most models), 24 x 7 Web based support, and immediate overnight RMA replacement ensuring maximum equipment uptime.
Visioneer's Premier Plus Product Warranty
For those seeking the highest level of uptime and convenience,
Visioneer is pleased to offer the Premier Plus Level of service and
support to its customers beyond that offered under the Standard
Visioneer product warranty period. Upgrading to Visioneer's Premier
Plus Service and Support Warranty Package, enhances coverage to
include 4 hours of on-site support to ensure maximum equipment uptime,
a toll-free priority response technical and customer support line (for
most models), 24 x 7 Web based support and advanced RMA replacement.
About Visioneer, Inc.
Visioneer Inc. is a world-class developer of intelligent imaging
solutions that provide a faster and easier way to capture documents
and photographs and integrate them in popular Windows applications.
With a strong commitment and proven track record in designing and
marketing innovative imaging products, Visioneer has a solution for
everyone, from the home and small office user to corporate and legal
workgroups, to be more creative, communicate more effectively, and
increase productivity.