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John Lewis case study

John Lewis discovers the true voice of the customer with Transversal’s knowledge solution

John Lewis operates one of the busiest web operations of any high street retailer and stocks over 200,000 products. The company is developing exponentially, with a significant proportion of growth, year on year through the online website. With this success comes a huge number of customer enquiries (emails and phone calls) every year.

John Lewis is always looking for ways to enhance its customers' experience and ensure that its reputation for first-class customer service is consistent across all channels. They chose the Transversal solution because the intelligent search, feedback and analytical mechanisms meant that customers were able to find information more easily. Just as importantly, John Lewis could monitor and measure the success of this process at every stage.

Results have been impressive, rapid and measurable. They've cut costs and contacts in and can now see — for the first time — what the customer really wants to know then they ask a question.

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