Transversal's Web self-service answers 80-90% of customer questions before they reach your agents. Transversal's email management handles the rest.

Our email management is designed to keep email volumes down over time, by using the process of answering email to update your self-service knowledgebase and to make quality responses immediately available to other customers. Agents respond to email more efficiently when they have the same bank of knowledge and model answers at their fingertips.

The benefits are fewer inbound emails, quicker response times and a more efficient contact centre.

The Transversal solution:

• Answers the majority of enquiries from online customers before they get to email.
• Reduces email volumes progressively over time.
• Improves first contact resolution.
• Lets agents focus on complex, high value problems.
• Equips agents to handle a greater variety of enquiries.
• Reinforces turnaround times.
• Preserves quality responses for training and reference.
• Increases opportunities for cross-selling.
• Reduces contact centre overheads.