Spreadsheet Challenges to AI Excellence: How Level AI Cut QA & Coaching Effort by 80% for VistaPrint

VistaPrint helps small business owners bring their ideas to life with custom print products, easy-to-use digital tools, and expert design support. But behind this, every custom order has its own story, from a customer hoping their banner arrives in time, to a new entrepreneur anxious about their first logo, or a team celebrating their brand launch. Every story reflects a dream taking shape, and VistaPrint’s CARE team helps bring those dreams to life.

Going Beyond Standard Service

VistaPrint’s CARE team connects with customers at their most important moments. With teams spread worldwide and every order unique, how do you deliver consistent, memorable support at scale?Before partnering with Level AI, VistaPrint's quality assurance process was largely manual, relying on Excel spreadsheets. This approach lacked scalability, provided limited insights into customer sentiment and conversation trends, and made it difficult to tie quality metrics directly with business outcomes. VistaPrint’s CARE team ranged from 1,200 to 1,700 agents across regions like Jamaica, the Philippines, Tunisia, Germany, and the Netherlands, making it significantly challenging to maintain a consistent quality standard worldwide.Furthermore, a cultural habit had developed where agents were issuing more credits than necessary, even when customers hadn’t requested them, leading to an excess credit rate of up to 20%.

“We had previously been more fragmented regionally as an organization...Doing that in a tool like Excel just really wasn't acceptable.” — Paul H, Vice President, Global CARE Team The

Human-Centered QA Powered by Level AI

When VistaPrint set out to overhaul its quality assurance process, they wanted more than just another analytics dashboard. They needed a solution that was scalable and actually made work easier for real people—agents, team leads, and managers.After evaluating several vendors, Level AI stood out due to its robust capabilities, an advanced AI engine, and a team that demonstrated a deep understanding of VistaPrint's business challenges. A key differentiator was Level AI's ability to identify critical business events, such as platform migrations, and reveal how it impacted their customer interactions, even with sanitized data. For VistaPrint, it meant finally being able to see what mattered most: the human stories unfolding behind every conversation.

"The team at Level presented insights on our conversation data—and could identify events directly correlated to things actually happening in the business." — Paul H, Vice President, Global CARE Team 

What changed with Level AI?

• Unified, intuitive QA platform: Instead of fragmented, Excel scorecards that were managed manually, VistaPrint’s team used Level AI’s unified dashboard to track, review, and improve customer interactions, all in one place. It’s easy to filter conversations, spot trends, and drill down into specifics without the tedious manual work.
• Voice-of-the-customer insights: Level AI doesn’t just measure scores—it listens. The platform captures what customers are really saying, highlighting common pain points and positive moments. This means every coaching session and product update is based on direct customer feedback, not guesswork.
• Rapid implementation, ongoing partnership: Level AI worked side-by-side with VistaPrint throughout rollout. Features were customized in real-time, so agents and QA leads weren’t stuck waiting months for new functionality. “Level AI felt like an extension of our own team,” shared Paul.
• Automation that gives time back: Creating coaching plans used to take hours; now it’s done in seconds. Team leads can focus on what matters: supporting agents, celebrating wins, and fixing problems quickly.

Lasting Value for VistaPrint and Its Customers

The implementation of Level AI brought immediate and significant benefits, transforming VistaPrint's customer CARE operations. A major achievement was the reduction of over-crediting, which decreased from 20% to 8% within six months, saving the company hundreds of thousands of dollars. All while maintaining the right balance to ensure legitimate customer concessions were still provided.

VistaPrint also elevated quality to its "North Star" metric on agent scorecards, increasing its weightage to 50%. This focus on quality, informed by Level AI's data-driven insights, led to improved customer satisfaction, higher NPS, and better sales conversion rates. The confidence gained from these insights allowed VistaPrint to expand customer entry points, and hence contributed to an overall increase in revenue generated through customer CARE interactions over the past year.Furthermore, Level AI's calibration capabilities helped standardize quality evaluations across VistaPrint's global teams, reducing variance in calibration from over 20% to 9%.

Key Benefits:

• Reduced Over-crediting: Cut excess credits from 20% to 8%, saving significant costs while maintaining fairness for customers.
• Contribution to Increased Revenue: Contributed to an increase in total revenue by optimizing customer CARE interactions and enhancing the overall customer experience.
• Enhanced Quality Focus: The quality weighting on agent scorecards has increased to 50%.
• Improved Operational Efficiency: AI coaching plans generated in under a minute.
• Greater Global Consistency: Calibration variance reduced from over 20% to 9%.

"With Level AI, we were able to save hundreds of thousands of dollars. But the bigger impact is we’ve expanded entry points with customers, and those interactions are delivering revenue through CARE to the business." — Paul H, Vice President, Global CARE Team

What’s Possible with Level AI

VistaPrint’s story proves that technology powered by human insight can elevate customer CARE from a cost center to a true growth engine. When you listen to every customer, empower every agent, and act quickly on feedback, you build fans for life, and hundreds of small business owners who count on VistaPrint to deliver in their moment of need.