Every study of online customer service has cited the lack of an effective self-service channel as a continued failing. Customers expect their questions to be answered immediately, and should not have to drill down through layers of navigation and Help pages to find content that may or may not be relevant. With Transversal Web self-service, customers are able to find the answers they want simply by typing their questions in everyday language. And those needing further assistance can transition seamlessly via phone, email or chat, to the right customer service or sales team depending on the nature of their enquiry.

Transversal’s intelligent search engine is the most powerful and advanced available today. Its unique understanding of language, combined with analysing what customers have browsed, enables it to know the true intent behind an enquiry. This leads to more queries being resolved and more transactions completed. As an example of this success: within four months of implementation, Holiday Extras saw contact volumes reduce by 9% while online sales increased by the same amount.

Transversal’s customer-facing interface is also highly customizable to provide the best possible customer experience and to incorporate other technologies and response mechanisms such as ad serving and virtual agents.

Every interaction with the knowledgebase is captured and provides exceptional insight about customer requirements, site usability and subtle changes in customer behaviour.

To find out more, or to see a demo, please contact Transversal on 01223 723388 or email enquiries@transversal.com.

Transversal's intelligent Web self-service solution wins Barclays Bank the prestigious FST award for 'Best Use of New Media in a Customer Facing Environment'.