John Lewis appoints Transversal to improve online search function
Transversal has been appointed by John Lewis to help improve its customers’ online experience through a new web self-service solution.
The Transversal system will allow customers using johnlewis.com to find relevant information quickly and easily by keying in search terms in everyday language. The system is designed to offer customers a new, convenient method for answering their questions.
Answers to the common questions that consumers ask are stored in a knowledgebase which is continually updated with relevant information on products, services and deals. The implementation is part of John Lewis’ strategy to further improve its online shopping experience. The Transversal solution will help improve the already successful web presence that continues to deliver market-beating growth.
The implementation comes at a time when online shopping is booming. Google announced that retail searches in this year's third quarter were 35% higher than in Q3 2010. This trend is only likely to rise with the Christmas period as British consumers search for their favourite products.
Sean O’Connor, Website Manager at John Lewis, explains: “The way consumers shop is changing rapidly. John Lewis needs to ensure it is at the forefront of this change, and that it gives customers the best shopping experience it can through all channels. People want the ease that the Internet can provide, and when they shop online they expect convenience - the Transversal solution will help us achieve that. By allowing people to search for relevant information easily and quickly it helps ensure the website is as usable as possible.”
Davin Yap, CEO at Transversal, said: “Web self-service means that customers can get to the information they want far quicker than using traditional keyword search or by phoning the contact centre. This means that customers can answer the everyday, common questions themselves rather than being directed towards the contact centre. Transversal has delivered results for many other retail chains, including Mothercare and Marks & Spencer, and we expect to see the same or better at John Lewis.”