26 May 2004
TRANSVERSAL TO ANSWER A SHOWER OF QUESTIONS FOR TRITON
Next-generation customer service product to increase customer questions answered
Transversal (www.transversal.com), the eService software company, today announced that leading UK shower manufacturer, Triton, is to implement its Metafaq(TM) product to automatically answer product and technical queries on its consumer website (www.tritonshowers.co.uk).
Triton currently receives thousands of customer enquiries per week regarding its shower products, ranging from installation and spare parts information to fault diagnosis and guarantee registration. The Triton website is often the first place customers go for information and therefore it required a system to deal with a wide variety of customer queries quickly and efficiently.
The Transversal system will be able to answer questions as efficiently and effectively as call-centre or technical support staff. This will ensure that customers can avoid the frustration of having to go offline to contact a call centre or await an e-mail reply. The system will go live June 2004.
Metafaq reduces the volume of call and e-mail enquiries to contact centres by automatically answering customers’ questions online. Customers can simply type a question in their own words to the website just as they would ask a customer service representative. Using Transversal’s unique memory engine technology, Metafaq is able to process the question the same way as the human brain and provide an immediate and relevant answer from a knowledgebase of information.
Only questions that cannot be answered online are forwarded to support staff. Their responses are then simultaneously e-mailed back and added to the knowledgebase to be used to answer future queries. The more questions that are asked and answered, the better the system becomes at handling queries. The system ensures a dynamic and up-to-date knowledgebase of the information customers need most.
Triton is also looking to use the system as an internal application for its staff. Engineers on the road will be able to access the knowledgebase via a secure-login to access instant technical help information, which can help significantly reduce ‘on the job’ time.
Jon Davies, marketing director at Triton said: “We wanted a system that would help reduce calls to our call centre. Metafaq will enable us to answer many of the repeat questions we receive each day much more quickly and efficiently online. This will allow us to devote more time to answering more complex technical queries and provide an enhanced level of customer service. ”
Gerard Buckley, CEO of Transversal, said: “We are very pleased to be working with Triton. This is a great example of the flexibility and scalability of Metafaq and shows that it is ideally suited to provide complex technical support, with customers automatically receiving accurate and quick answers.”
Transversal has already implemented Metafaq for a number of ‘blue-chip’ clients including Sony, MFI, Fujifilm and Direct Line, to enable them to provide enhanced levels of online customer service.
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 knowledge management solutions for customer facing websites and call centres.. 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, JP Morgan Chase, DfES, Proctor & Gamble and the British Army.
Triton, based in Nuneaton Warwickshire, is the market leader in showers with a 30% market share in the UK. Triton continues to invest heavily in both IT systems and staff development to ensure it maintains its leadership position and provides the best after sales service in the shower market.
Press enquiries (Transversal):
Alex Crawshaw / Jonathan Rosemont / Ged Carroll
Tel. +44 (0)20 7760 7050
firstname.lastname@example.org / email@example.com / firstname.lastname@example.org
Press enquiries (Triton):
Willoughby PR, Tel: 0121 4563004
Sales and general information:
Tel. +44 (0)1223 723392
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