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Transversal and Mothercare win at Customer Contact Association Excellence Awards

Transversal and Mothercare win at Customer Contact Association Excellence Awards

Recognition in Best Technology Partnership

Transversal and Mothercare have won in the Best Technology Partnership category at the prestigious Customer Contact Association Excellence Awards. The award is recognition for the deployment of web self-service technology at Mothercare, encompassing its contact centre, website and in-store point of sale terminals.

Technology provider Transversal worked with Mothercare to develop “Ask Carrie”, an innovative virtual help assistant. This enables website users and contact centre agents to “ask” questions using natural language, with relevant answers returned instantly. Customers are currently asking 2000 questions per day using Ask Carrie, with only 3.5% needing to escalate queries. Within the contact centre environment, agents are now able to answer questions quicker and emails are answered promptly.

Davin Yap, CEO of Transversal, comments: “The relationship with Mothercare is a true partnership and this has clearly been recognized by this award. There are few examples of genuine cross-platform customer services deployments, however we believe this serves as a good model for the retail industry as a whole.

The CCA is a membership body of 900 organizations across the UK with over 5000 senior customer services practitioners. Its Excellence Awards programme is designed to recognize achievements of individuals and organizations committed to delivering outstanding customer service.