Transversal reduces the cost of customer service and answers your customers' questions whenever, and wherever, they occur.

It's not easy to give first-class customer service in a market where low cost is an increasing differentiator. Nonetheless, your customers expect their questions to be answered promptly and around the clock. Nothing frustrates them more than being unable to find the right information when making decisions about the family holiday, or when hurrying to book a last-minute flight.

Transversal's solution supplies that right information while reducing overall costs, by using the power of Web self-service to answer questions automatically online and to underpin your communications in all other channels.

Our technology is proven to create more efficient customer service in the travel sector. By using Transversal's Web self-service, the Caravan Club answers 96% of its members' enquiries automatically online. Holiday Extras reduced its total contact volume by 9% and simultaneously increased online sales by 9% during the first four months after implementing Transversal's solution.

The Transversal solution:

Leads in customer service

• Gives accurate, consistent answers by preserving your best information in an online knowledgebase that is accessible by customers and staff
• Supports multiple communication channels, including Web self-service, virtual agent, email, secure messaging, callback and live chat
• Processes enquiries intuitively by using the most advanced natural language processing available
• 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
• Scales to accommodate seasonal changes in contact volume

Maximizes profit margins

• Answers common enquiries automatically online, at a significantly lower cost per question than handling them through the contact centre
• Integrates content delivery with customer-driven advertising
• Reduces the number of abandoned transactions
• Equips agents to pursue cross-selling opportunities

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 a booking form
• Automates the publication and removal of content in step with the seasonal business cycle
• Is immediately updateable in response to important events

Serves a multinational market

• Provides content and search functionality in 16 languages
• Keeps content consistent across languages using an automated translation and update workflow
• Allows customers to search the knowledgebase from anywhere in the world, using an Internet-connected terminal or mobile device
• Gives agents in 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 legacy systems, allowing advanced eService to be rolled out without losing existing software