Case Study: VistaPrint achieves 80% reduction in QA and coaching effort with Level AI

VistaPrint cuts QA effort by 80% with Level AI

Vistaprint, a global provider of custom printing and digital tools, faced significant challenges in maintaining consistent, high-quality customer support across its large, international CARE team. Their previous manual process, which relied on cumbersome Excel spreadsheets, was not scalable and made it difficult to gain meaningful insights from customer interactions. This led to operational inefficiencies and a costly issue where agents were excessively issuing credits. To address this, Vistaprint partnered with Level AI to overhaul its quality assurance and coaching programs.

By implementing Level AI's unified AI-powered platform, Vistaprint automated its QA processes and gained deep insights into customer conversations. The solution from Level AI enabled the team to quickly identify trends, generate coaching plans in seconds, and standardize evaluations globally. As a result, Vistaprint reduced its over-crediting rate from 20% to 8%, saving hundreds of thousands of dollars, and cut QA and coaching efforts by 80%. Level AI also helped elevate the quality focus within the organization, contributing to an increase in revenue generated through customer CARE interactions.

VistaPrint