Transversal’s advanced customer interaction solutions improve customer experience and increase sales by providing instant answers to online customer queries.

Using the most powerful semantic and natural language search, Transversal web self-service allows customers to ask questions in their own words, for a specific and accurate answer, from a product and service knowledgebase. Understanding, and satisfying, what customers are looking for increases online sales and leads to a significant reduction in customer phone and email enquiries.

Here are some examples:

• Hughes Direct: email volumes down 40%
• Holiday Extras: online sales up 9%
• Major UK bank: online sales up 12%
• Norwich Union: call volumes down 16%

Online service works only if it's user-friendly and well maintained; otherwise your investment is wasted if customers, unable to find the information they want, end up emailing your contact center anyway.

Transversal stands out for the intelligence of its search technology and for the ease with which knowledgebase content can be maintained by product and customer service teams– vital because of the evolving nature of customer enquiries.

Overall, Transversal makes it easy for you to improve customer service and maximise sales.

• Answer 80%-90% of routine enquiries automatically online
• Increase online revenue
• Reduce abandoned transactions by answering questions at the point of sale
• Enable customers to find information faster
• Convert window-shoppers into sales
• Reduce the number of incoming emails and calls
• Free agents to handle high value problems
• Reduce contact center overheads
• Reduce pressure on agents
• Gain invaluable customer insight
• Meet DDA, RNIB and WAI accessibility guidelines

The Transversal solution:

• Intelligent search
• Knowledge management
• Web self-service
• Web self-service with Ad serving
• Email management
• Chat
• Reporting and analytics engine