Retail customer to implement Transversal’s next-generation call centre support product
Transversal (www.transversal.com), the web self-service and knowledge management company, announced today that kitchen, bathroom and bedroom retailer, MFI, has implemented its Intrafaq™ call centre support product to improve agent knowledge and customer service efficiency.
MFI call centre agents receive 42,000 customer enquiries per week about its products, services and stores. With 3,000 products and 30,000 variations, it’s an on-going challenge to equip staff with all the information they need to handle every customer enquiry.
Intrafaq delivers information to agents, in a unique way, from a natural language knowledgebase via MFI’s intranet. Using Transversal’s Memory Engine™ technology, Intrafaq is able to understand complex structures and process questions in the same way as the human brain does. Simply by typing a question, in their own words, agents can access answers to customer questions enabling them to provide fast, accurate and consistent responses.
Questions that cannot be answered through the existing knowledgebase are e-mailed to MFI’s internal helpdesk to be answered and added to the knowledgebase. Thus ensuring that the agent knowledgebase is evolving and expanding naturally in response to customer and agent information needs. The more questions that are asked and answered, the better Intrafaq becomes at handling enquiries, providing agents with ‘automatic knowledge’.
Intrafaq also allows MFI to identify gaps in agent knowledge. By providing MFI with information about the number and types of questions agents are asking the knowledgebase, MFI can easily identify what its agents don’t know and provide relevant training.
MFI implemented Transversal’s Metafaq™ product in Summer 2002, to allow customers to ask questions through MFI’s website (www.mfi.co.uk) This system is not only more efficient, but enables customers to receive information immediately by e-mail. Each enquiry is tagged providing MFI with a search/customer history, allowing it find out what questions are being asked, which can be invaluable when considering new service and product delivery.
David Chase, head of customer service at MFI, said: “We needed a system that could easily bring our call centre agents up-to-date with new promotions, products and services. Intrafaq has helped us to reduce the time it takes to train support staff as now our call centre agents have immediate access to specialist knowledge, so our customer’s receive the right answer the first time every time.”
Gerard Buckley, CEO of Transversal, said: “We are delighted to be expanding our relationship with MFI. Its online customer service has already benefited from our technology, as customers are able to receive automatic and relevant answers to their questions. We hope that by implementing Intrafaq, MFI will be able to provide the same benefits to its call centres therefore further enhancing its customer service operation.”
For more information go to www.transversal.com
Founded in 1998 by two PhDs from Caltech and Cambridge University, Transversal is based in Cambridge, England. Transversal provides cost efficient, web-based customer support and information management solutions through its Metafaq™ products. Transversal aims to transform the Web from a passive information-sharing channel into an active knowledge-creation environment. To support this goal it has combined the sophisticated concept matching of its Memory Engine™ technology with a modular infrastructure for web-based communications and content management. Current customers include Sony, Direct Line, MFI, Fujifilm, TDK Systems, Hotcourses Systems, DfES, Proctor & Gamble and the British Army.
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