Improve online customer interaction, increase sales

Transversal drives online sales and customer service by intuitively managing online customer interaction, ensuring every customer gets the right information and the right response and allowing them to interact through the channel they want.

Leading financial services organizations such as Barclays Bank, Tesco Personal Finance, Standard Life and Norwich Union, use Transversal technology to improve customer interaction and sales.

Answer up to 90% of enquiries from online customers automatically on your website. Improve sales conversion by serving highly relevant information and adverts to customers, based on what they ask and what they search for. Refer enquiries that need an agent’s response to the most appropriate support team. Equip agents with a natural language product and service knowledgebase containing model answers. And improve website optimization and referral from search engines (particularly the long tail of searches).

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, secure messaging 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

Handles more complex enquiries

• Helps agents to focus on intricate, higher value problems by deflecting common enquiries to Web self-service
• Equips agents to resolve a wider range of issues by putting a knowledgebase of answers at their fingertips
• Provides real-time contact channels to guide customers through difficult procedures, such as filling out an online form.

Facilitates FSA compliance

• Maintains consistency of information by giving all agents access to the expert knowledgebase.
• Uses automated workflows to confirm the accuracy of knowledgebase content before releasing that content to agents.
• Stalls outgoing email that contains noncompliant words and phrases.
• Keeps an audit trail of customer transactions and changes to the knowledgebase.

Maximizes profit

• Integrates content delivery with customer-driven advertising.
• Reduces the number of abandoned transactions.
• Decreases contact center overheads.

Serves a multinational market

• Provides content and search functionality in 16 languages.
• Keeps content consistent across languages using an automated translation and update workflow.
• Gives agents in outsourced or offshore offices full access to the collective knowledge of your organization.

Applies the latest technology

• Meets the ideals of Web 2.0: user-driven 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 the complex IT infrastructure of the financial industry, allowing advanced eService to be rolled out without uprooting legacy systems.