Visioneer Implements State-of-the-Art Customer Service Capabilities.PLEASANTON Pleasanton, city (1990 pop. 50,553), Alameda co., W Calif., a suburb of the San Francisco–Oakland area, in a vineyard and dairy region; inc. 1894. Wine and cheese are produced, and there are publishing and stone-quarrying industries. , Calif. -- Visioneer Brings Technical Support and Customer Service In-House In-house In the context of general equities, keeping an activity within the firm. For example, rather than go to the marketplace and sell a security for a client to anyone, an attempt is made to find a buyer to complete the transaction with the firm. , Makes Online Help Smarter, Launches New Enhanced Website and Offers New Warranty Options 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 Murray, river, Australia Murray, principal river of Australia, 1,609 mi (2,589 km) long, rising in the Australian Alps, SE New South Wales, and flowing westward to form the New South Wales–Victoria boundary. L. Dennis, president and CEO (1) (Chief Executive Officer) The highest individual in command of an organization. Typically the president of the company, the CEO reports to the Chairman of the Board. 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 Vehicle Diagnostics Vehicle diagnostics enables a mechanic to diagnose the exact mechanical condition of the vehicle and its systems and components. Remote Diagnostics enables to perform such diagnosis without requiring the vehicle to physically be present for checkup. for critical business applications. Finally, by creating a new, easier to navigate (1) "Surfing the Web." To move from page to page on the Web. (2) To move through the menu structure in a software application. 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) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. (Customer Relationship Management) software to offer state-of-the-art capabilities, including faster response times in problem identification, escalation es·ca·late v. es·ca·lat·ed, es·ca·lat·ing, es·ca·lates v.tr. To increase, enlarge, or intensify: escalated the hostilities in the Persian Gulf. v.intr. 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 Not completed; not finished; not linked together. See resolve. 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 Working together on a project. See collaborative software. 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 Sara or Sarah, in the Bible, wife of Abraham and mother of Isaac. With Rebekah, Rachel, and Leah, she was one of the four Hebrew matriarchs. Her name was originally Sarai [Heb.,=princess]. - 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 au·to·mate v. au·to·mat·ed, au·to·mat·ing, au·to·mates v.tr. 1. To convert to automatic operation: automate a factory. 2. Response Agent). This online "chat" option is like asking a librarian (1) A person who works in the data library and keeps track of the tapes and disks that are stored and logged out for use. Also known as a "file librarian" or "media librarian." See data library. (2) See CA-Librarian. where to find a specific page of information on our website. 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 Plain English (sometimes known, more broadly, as plain language) is a communication style that focuses on considering the audience's needs when writing. It recommends avoiding unnecessary words and avoiding jargon, technical terms, and long and ambiguous sentences. 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 A generic term for any kind of copy, particularly an official or certified representation of the record of what took place in a court during a trial or other legal proceeding. A transcript of record 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 con·tin·u·al adj. 1. Recurring regularly or frequently: the continual need to pay the mortgage. 2. 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 An earlier font scaler for Windows and WordPerfect from Bitstream Inc., Cambridge, MA (www.bitstream.com) that provided on-the-fly font scaling for Bitstream's own Speedo fonts. FaceLift for Windows also supported Type 1 fonts. of the company's World Wide Website, 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 To receive a file transmitted over a network. In any communications session, "download" means receive, and "upload" means send. The download/upload often implies a big/little scenario, in which data is being downloaded from the "big" server into the "little" user's computer. 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 support services Psychology Non-health care-related ancillary services–eg, transportation, financial aid, support groups, homemaker services, respite services, and other services like frequently asked questions, the SARA automated support agent, and our KnowledgeBase library. Providing Support For Every Type of User 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 (RealMedia Architecture) See RealMedia. is needed. Visioneer now offers the opportunity for customers to extend the standard warranties that come with their products.
SERVICE AND SUPPORT WARRANTY PROGRAMS
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SERVICE & SUPPORT On-Site Extended Priority Priority
Technical Coverage Call Overnight
Support Response RMA
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Premier Plus X X X X
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Premier X X X
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Standard
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SERVICE & SUPPORT Toll-Free 24/7 Web Non Toll- Return &
Response Based Free Replace
Line Support Response RMA
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Premier Plus X X
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Premier X X
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Standard X X X
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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 Coming from a Web server. See Web application. 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 A program that is written to run under Microsoft's Windows operating system. Such applications typically run under all 32-bit versions of Windows, but earlier applications might also run under the 16-bit versions (Windows 3.x) as well. See Windows. . 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. The Visioneer brand name and logo are registered trademarks. All other trademarks are the property of their respective owners and are hereby acknowledged. |
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