Stand out in the crowd through intelligent online service

Electronics retailers have always faced challenges in customer service: keeping agents up to date with new technology, providing complex product information and handling seasonal spikes in traffic. And now in a market saturated with gadgets, and with unprecedented choice through the Web, customer service has become a key differentiator.

Transversal's intelligent self-service for Web sites and contact centres enables you to stand out by answering your customers’ questions promptly, accurately and cost-effectively, making sure they have the information necessary to choose a product and complete a transaction.

While delivering answers, Transversal web self-service can use the context of searches to display advertising that is highly relevant and informs customers about products, upgrades and accessories. This highly targeted method of advertising is proven by Transversal clients to increase advertising click through rates and sales.

Self-service can also shoulder the burden of online technical support.  Transversal's intelligent search technology can provide expert answers that combine content from your technical support knowledgebase along with technical help shared within your user community. Customers that go on to contact your support team will already be part way through answering their enquiry which reduces resolution time and further increases customer service efficiency.

The Transversal solution:

Leads in customer service

• Gives accurate, consistent answers by preserving your best information in a knowledgebase that is available at all contact points
• Supports multiple communication channels, including Web self-service, virtual agent, email, callback and live chat
• Cuts response times by answering common enquiries online, reinforcing turnaround deadlines for email contact and equipping agents to handle complex problems
• Personalizes contact and eliminates redundant responses by tracking each stage of an enquiry
• Improves first call resolution
• Scales to accommodate seasonal spikes

Handles more complex enquiries

• Helps agents to focus on higher value problems by deflecting common enquiries to Web self-service
• Equips agents to resolve more issues by putting a knowledgebase of answers at their fingertips
• Helps train agents, keeping them informed about new products and making new agents more capable more quickly
• Supports multimedia – photographs, diagrams and video clips – to illustrate technical issues
• Provides real-time contact channels to guide customers through procedures, such as troubleshooting a product
• Automates publishing and retiring content in step with product changes and seasonal promotions

Maximizes sales

• Answers questions at the point of sale
• Reduces the number of abandoned transactions
• Integrates content delivery with targeted advertising
• Gathers opt-in agreements for future mail campaigns as an optional part of customer response
• Helps agents to cross-sell by increasing their knowledge and confidence

Reduces costs

• Answers common questions automatically online, at a significantly lower cost per question than answering them through the contact center
• Reduces investment in agent training
• Lessens the time spent resolving each contact

Applies the latest technology

• Meets your customers through the virtual media that they use
• Supports Web 2.0: contributed content, personalized interaction and shared communication spaces
• Supports all modern browsers, platforms, mobile and alternative browsing devices
• Fulfils DDA and RNIB requirements for access to users with disabilities
• Integrates with legacy CRM systems, allowing advanced eService to be rolled out without abandoning software