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TranscribeMe Customer Support provides excellent experiences for our clients and monitors business development to ensure customer success.
What payment methods do you support?
Our standard payment method is by credit card. We accept Visa, Mastercard, American Express, and Discover Card.
If you have bulk transcription requirements and your company, school or organization requires payment by invoice, please contact us to get set up!
How do I reach sales to discuss my custom project requirements?
TranscribeMe has a professional services team that can help you with your custom requirements. Please contact us with your project details and we will be in-touch with you shortly!
Do you have an API?
Yes. Please visit our API page to learn more. We have successfully integrated with a number of companies including Evernote, IPSOS, and NVivo. With a well-documented and robust API, we are always looking to form complimentary partnerships.
What is TranscribeMe’s confidentiality policy?
TranscribeMe provides best-in-class security and confidentiality. Our process of segmenting audio ensures confidentiality by preventing any one transcriptionist from having full access to your recordings. The full recording is only available to our Quality Assurance team, all of whom have signed NDAs.
Moreover, TranscribeMe’s platform is built on Amazon Web Services cloud solution – which is best-in-class in regards to data security.
If you have bulk transcription requirements, and require us to sign an NDA specific to your needs, please email us and we will be in touch.
What is your accuracy guarantee and how do you achieve it?
Standard and Verbatim Service
TranscribeMe aims to deliver transcripts that are 99% accurate for our Standard and Verbatim services. We have a 2-tiered transcription and review process, ensuring highly accurate transcripts delivered fast.
First, your audio is digitally enhanced and sliced into smaller segments using our own specialized software, and then our team of transcriptionists converts your audio into text. From here, our quality assurance personnel review the transcripts before they are sent back to you. To achieve this level of accuracy, we require clear, audible files.
If the audio quality is low, or the participants do not speak clearly our transcriptionists will make a best-effort, but the transcript will most likely not achieve the high standard we aim to deliver.
To learn more about how we ensure high quality transcription, check out this article.
First Draft Service
Our First Draft Transcripts pass audio through 1 step of transcription, providing easy-to-read raw text that reaches 90-95% expected accuracy.
To achieve this, your audio is digitally enhanced and sliced into smaller segments using our own specialized software, and then our team of transcriptionists converts your audio into text.
If the audio quality is low, or the participants do not speak clearly, our transcriptionists will make a best-effort, but the transcript will most likely not achieve the high standard we aim to deliver.
To learn more about how we ensure high quality transcription, check out this article.
What is your standard turnaround time?
Turnaround times depend on the Transcription Type ordered.
- Our Machine Express transcripts are completed in about 3x the duration of your audio file. So a 10 minute file will take about 30 minutes to transcribe.
- Our First Draft transcripts without timestamps and speaker IDs are usually completed in 1 business day regardless of turnaround selected, or 2-3 business days if you include timestamps and speaker IDs.
- Our Standard and Verbatim transcripts take 2-3 business days.
For First Draft (with timestamps and speaker IDs), Standard, and Verbatim transcripts our turnaround times are applicable for high quality files which are 90 minutes or less. For files between 91 and 149 minutes we ask for 4 business days. Files over 150 minutes will take 5+ business days. Business days are 9am-5pm PST.
We offer a rush turnaround service in 1 business day (PST), for high quality audio files that are 70 minutes or less. If you submit low quality audio our turnaround times may be extended. Feel free to contact us if you need rush delivery for files over 70 minutes or have low quality audio.
What is your First Draft Service?
Our First Draft service passes through the initial transcription step, where a team of transcriptionists work on your content in-tandem. This can be returned to you as raw text. We also offer timestamps and speaker IDs with First Draft without the additional layer of editing that comes with our Standard service.
First Draft transcripts remove “umms”, “ahhs”, “likes”, “you knows”, and other filler words in addition to stuttering. We do not correct grammatically incorrect language – we transcribe the audio exactly as it is.
First Draft transcripts are completed in 1 business day, or 2-3 business days if you select timestamps and speaker IDs.
Our First Draft service comes with an expected ~98% accuracy, but it is not guaranteed and will vary based on audio quality.
Instructions on ordering our First Draft Service can be found here and you can learn more about the product and connect with our Sales Team here. Check out samples of our First Draft transcripts, compared to Standard and Verbatim here.
What is your Machine Express Service?
Our Machine Express service uses the most advanced automated speech recognition algorithms creating the highest accuracy automated transcription on the market. The accuracy of your Machine Express transcript depends on high audio quality, which includes:
- No background noise.
- Speakers close to microphone.
- No crosstalk.
- Clear accents.
The transcripts are returned with 30 second automated timestamps (to the nearest punctuation mark). We remove “umms”, “ahhs”, and stuttering to improve readability.
If you want to learn more about the product or have bulk or custom requirements, you can contact our Sales Team.
This product has no accuracy guarantee and refunds will not be provided for accuracy reasons. We suggest purchasing with a short file first to see if it fits your needs.
Can I see a sample of your First Draft Service compared to your Standard and Verbatim products?
Sure! Check out these samples created using the same piece of audio:
Standard transcripts go through both an initial layer of transcription, and then to our Quality Assurance Team to output our guaranteed 99%+ accuracy. These transcripts remove “umms”, “ahhs”, “likes”, “you knows”, and other filler words in addition to stuttering. Please note that with our Standard service, we do not correct grammatically incorrect language – we transcribe the audio exactly as it is.
Verbatim transcripts go through both an initial layer of transcription, and then to our Quality Assurance Team to output our guaranteed 99%+ accuracy. We capture speech exactly how it sounds. This includes all filler words, stuttering and speech errors.
First Draft transcripts pass through our initial transcription step, where a team of transcriptionists work on your content in-tandem. Your transcript does not pass through a final editing step like our Standard and Verbatim services. We remove “umms”, “ahhs”, “likes”, “you knows”, and other filler words in addition to stuttering. We do not correct grammatically incorrect language – we transcribe the audio exactly as it is. More details can be found here.
What is the difference between your Standard and Verbatim transcripts?
Our Standard and Verbatim products go through both an initial layer of transcription, and then to our Quality Assurance Team to output our guaranteed 99% accuracy.
- Standard transcripts remove “umms”, “ahhs”, “likes”, “you knows”, and other filler words in addition to stuttering. Please note that with Standard transcripts, we do not correct grammatically incorrect language – we transcribe the audio exactly as it is.
- Verbatim transcripts capture speech exactly how it sounds. This includes all filler words, stuttering and speech errors.
Check out samples of our Standard and Verbatim transcripts and how they compare to our First Draft Service here.
Can I see samples of single and multi-speaker transcripts, with and without timestamps?
Absolutely! Single speaker transcripts have line breaks when there is a change in thought or topic – the same way you would format paragraphs. Each paragraph contains timestamps. Multi-speaker transcripts are marked with a timestamp and speaker ID each time the speaker changes. We also have a streamlined service without timestamps and speaker identifications.
Below are three sample transcripts containing single, multiple speakers and no timestamps or speaker IDs:
|Single speaker Transcript||Multiple speakers Transcript||Transcript with no Timestamps / Speaker IDs|
Can I upgrade my completed transcript to get additional features?
Yes! Once a transcription is completed it is eligible for an upgrade in 2 different scenarios.
If you ordered a First Draft transcript you can upgrade it to our Standard transcription service, which is reviewed by our Quality Assurance Team, and is subject to our 99% accuracy guarantee. If you ordered a Standard transcript without timestamps, you can upgrade it to include the timestamps and speaker IDs. Learn more about our transcription types here and see what a transcript looks like with timestamps here.
How will I receive the completed transcript?
Once transcription is completed, you will receive an email notification with your transcript attached. Transcripts are available for download in Word, PDF, and HTML format in your Customer Portal Account regardless of where the transcription order is placed.
If you have ordered NVivo format, this will be delivered as the email attachment and also available in your Customer Portal Account.
In addition to this, the transcript is delivered in the following ways:
- NVivo Users: Completed transcripts are delivered directly to your NVivo Project in the NVivo Format.
- Evernote Users: A Word Document version of the transcript will be available in your TranscribeMe folder upon completion.
- App Users: Transcription text can be viewed in the app by clicking on the filename in your list of recordings.
What format will the completed transcription be in?
Transcripts are available for secure download in Word, PDF, and HTML, format in your Customer Portal Account.
NVivo customers will also have NVivo compatible documents available for download.
What file formats do you accept?
We accept most digital audio formats. These include: wav, mp3, mp4, ogg, aiff, aif, m4a, mov, wma, avi, flv, 3gp, 3gpp, 3ga, amr, caf, m4v, mxf. As a rule of thumb, if you can play a media file on your computer, we should be able to transcribe it.
Advanced users, please note that if your file format is not explicitly supported by the TranscribeMe Portal, you can rename the file extension to .mp3 and try to upload to the Customer Portal Account again. TranscribeMe continues to add supported file formats over time and we will do our best to process your file.
I want only a certain portion of my audio file transcribed. Can I do that?
What currencies do you support?
Purchases can be made in USD, AUD, NZD, EUR, JPY, and GBP.
Do I have to pay sales tax on my purchase? What about if I live in another state or country that requires additional taxes on services?
TranscribeMe provides an online service which is not subject to a sales tax within it’s state of incorporation. You are not required to pay a sales tax on our service, even if you live in a state or country that would require sales tax for local services.
What type of smartphone is the TranscribeMe app compatible with?
Can I download my audio from the App?
Once transcription is completed, the audio file is available for download in your Customer Portal Account. All you have to do is select “Source Media” from the dropdown menu to the right of the filename and click “download”.
What happens if I get a call while the app is recording?
As soon as you receive an incoming call, the TranscribeMe app is automatically paused. Once the call is finished, press the resume button and you can continue recording!
When I’m recording for more than a few minutes, my screen turns off – is the app still recording in the background?
Yes. Your screen turns off to save battery, but the TranscribeMe App is still recording your conversation in the background.
My recording will not upload, what do I do?
This usually occurs because of a connectivity issue. The best way to solve this is to fully shutdown the app, and find a better internet connection before opening the app again.
If that doesn’t work, try turning your phone off and on again. Your recording is saved in your phone and these actions will not delete the file.
What is your refund policy?
If you experience issues with the delivery of your file, we will gladly do what we can to make it right. Please contact us and describe the issue in detail. Please provide the file name, email address used to upload your file, and a summary of the problem. We will review the issue and promptly get back to you. We will endeavor to correct any issues with quality of the output in the finished file.
Please note that refunds are not available after the order is placed, as crowd workers immediately begin processing the file and are paid for their work. If we determine that your transcript falls short of our accuracy or turnaround guarantees, and your audio quality meets our minimum standards, we will fix your transcript or provide you with further transcript credit, or in special cases provide a full or partial refund at our discretion.
I am not happy with the quality of the delivered transcript. How can I submit it for review once more?
It is paramount for us to ensure your satisfaction with the completed transcript and we are sorry to hear if you are not happy with the final output. Please email us with the name of the file, email address used to upload your file, and let us know how we can improve the quality of the transcript.
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