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Customer Service

June 3, 2021

At Visual Labs, we recognize that we are a software company serving law enforcement, private security, and other organizations seeking to increase transparency and limit liability. At the same time, customer service is the true foundation of Visual Labs. Our philosophy is that a great product is nothing without great customer service. We know that our customers will inevitably have questions, suggestions, or simply a tough time remembering their password, and we are here 24/7 to assist.

In today’s world, customer service seems to be a lost art. It seems fair to say that few people enjoy interacting with their internet service provider after a move to a new house, or an airline after a change of travel plans. However, at Visual Labs it is our top priority to make sure our users get the attention they deserve in a timely manner. It is extremely rare for a support request to go unaddressed for more than 20 minutes during normal business hours, and we also have a 24/7 emergency hotline available if needed for a “911 call” in the middle of the night. In fact, customer service is so engrained in the culture of Visual Labs that nearly every employee – from the summer intern to the CEO – is trained in support and is a resource for our customers.

One thing we are especially proud of is our commitment to customers regardless of their organization’s size. We were humbled to receive an unsolicited note from Nora Springs, Iowa Police Chief Jessie Dugan. Chief Dugan heard about Visual Labs after a statewide deployment with Iowa’s Conservation Officers and Park Rangers. While Iowa Department of Natural Resources has between 120 and 160 smartphone body cameras in use depending on the season, Nora Springs is a two-man department. Chief Dugan wrote the following to us regarding the Visual Labs deployment process:

The respect that you showed to myself and my Officer was second to none. It is very hard to find a company (especially an IT company) that treats a 2 officer department as equal to a 100 officer department. Your system is unbelievably easy to run and I can’t thank you enough.

While we are human and make honest mistakes from time to time, our commitment to customer service is something that we take immense pride in and feel is readily apparent in our work. But don’t take our word for it … check out some of our testimonials and remarks from Davie County, North Carolina Sheriff JD Hartman below.

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