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Advanced web self-service answers customer enquiries

Cambridge, UK, 22 May 2007: Brittany Ferries (www.brittany-ferries.co.uk), Europe’s leading ferry company, is using Transversal’s (www.transversal.com) advanced web self-service solution to deliver enhanced customer service by providing quick and intelligent answers to online customer enquiries.

With a large website of more than 1,000 pages and a rapidly increasing number of site visitors, Transversal’s Ask a Question solution is key to Brittany Ferries’ customer management strategy of providing an intuitive experience for users that need help. Customers receive the information they need quickly and easily by getting specific answers to their questions, thus removing the frustration of having to phone or email about basic reservation queries, and freeing up contact centre agents to handle more complex enquiries.

The investment in Transversal’s technology demonstrates Brittany Ferries commitment to delivering excellent customer service and provides the company with an effective platform for incorporating Transversal’s ‘e-mail an agent’ service in the future.

“Providing an intuitive online experience with easy access to information is vital within the tourism market. If travellers can’t find what they want to know quickly, they will click over to the competition,” said Matthew Randle, Internet Services Manager, Brittany Ferries. “Our aim is to be the one stop shop for those travelling to France and Spain by ferry. The sophistication of Transversal’s technology and their superb client portfolio meant we knew they could enhance our customer service proposition to help us achieve this aim.”

Transversal’s solution makes it very easy for customers to locate the relevant information they seek, and also provides Brittany Ferries with a better understanding of customer demand by analysing the number and types of questions customers ask. The company also uses this information to enhance website content and usability.

“Brittany Ferries thrives in an industry that competes heavily on customer service and we are pleased to be able to enhance this position by enabling fast, accurate answers to queries,” commented Davin Yap, CEO, Transversal. “Our customers are finding that when they provide intelligent and intuitive responses to customers’ online questions it has a positive impact on sales alongside the benefits of reduced customer enquiry calls and emails.”

Transversal’s software is already delivering benefits across the travel industry. Holiday Extras, the UK market leader for airport parking and airport hotel reservations, is answering 92 per cent of online customer queries automatically through Transversal’s web self-service. Since deployment calls to Holiday Extras’ contact centre have dropped by 9 per cent whilst online sales have increased simultaneously by 9 per cent.

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Enquiries:

Transversal
Dee Roche
Head of Marketing
+44 (0)1223 723 388
dee.roche@transversal.com

Rainier PR
Chris Measures/Sam Grace
+44 (0)20 7494 6570
transversal@rainierpr.co.uk
www.rainierpr.co.uk

About Transversal

Transversal is a Cambridge-based developer of multi-channel eService solutions for customer-facing websites and contact centres that achieve high-impact wins on improved service, reduced costs and increased sales. Transversal's flagship Web Self-service Sales EngineTM solution uses the online customer service interaction to deliver targeted offers and advertising based on what customers ask about - a customer service strategy proven to produce high response rates and sales, while simultaneously improving customer service quality and efficiency. MetafaqTM reduces the volume of call and email queries to contact centres by automatically answering customers' questions online. Transversal customers will typically see immediate and dramatic email reductions, by around 60%, and improvements in email response times, from days to minutes. Intrafaq, Transversal's knowledge management solution for contact centres, delivers information to agents in a unique way from a dynamic natural language knowledgebase. Simply by typing a question, in their own words, agents can access answers to customer questions; providing fast, accurate and consistent responses. Organisations benefit from increased first call resolution and efficiency by improving the knowledge and quality of service provided by customer service and help-desk agents. Transversal's Memory Engine™ is the result of research and development by top researchers in Information Theory and Machine Learning from Caltech and Cambridge universities. Transversal co-founder, Prof. David MacKay, is a world renowned expert in Artificial Intelligence. He pioneered Bayesian Neural Networks in the late 1980s and remains at the forefront of the field. Current customers include Sony PlayStation, Direct Line, Mint, Tesco Personal Finance, Privilege, Thomsons, The AA, Barclays, Holiday Extras, Nissan, Fujifilm, Standard Life, Scottish Power, Freemans, Grattans and Kaleidoscope.

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