Transversal cuts the amount of email generated by your website. Transversal web self-service answers the majority of routine questions before they get to your agents and keeps email volumes down over time.

For your customers, having their questions answered immediately improves their online experience and cuts email escalation by 80-90%.

The process of answering email keeps your self-service knowledgebase up to date by adding new content as new issues arise. Agent effectiveness is increased by enabling agents to draw on product information and model answers for when replying to email and answering calls.

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

The Transversal solution:

• Answers 80%-90% of online enquiries before they get to email
• Reduces email volumes progressively over time
• Improves first contact resolution
• Reduces repeat enquiries from customers who, impatient for a reply, send further emails or make contact through other channels
• Holds back unsuitable outbound email
• Lets agents focus on complex, high value problems
• Equips agents to handle a greater variety of enquiries
• Reinforces turnaround times
• Preserves high-quality responses for training and reference
• Increases opportunities for cross-selling
• Reduces contact center overheads
• Reduces pressure on agents