Press release 11 August 2004
FUTURISTIC SYSTEM ANSWERS NISSAN EUROPE’S CUSTOMER QUERIES IN SIX DIFFERENT LANGUAGES
Transversal to provide online multi-lingual customer support to Nissan
Transversal (www.transversal.com), the eService software company, today announced that Nissan Europe SAS (www.nissan-europe.com), the European operation of Nissan Motor Co. Ltd, is to implement its Metafaq (TM) product to answer customer questions online, improve the efficiency of Nissan’s European customer service teams, and provide valuable insight into customer needs.
Nissan Europe SAS is responsible for the sales and marketing of Nissan vehicles across the whole of Europe. This includes the UK, France, Germany, Spain, Italy, Netherlands, Switzerland, Austria and Russia. Each of these countries has a specific website with a national URL incorporating local languages. Nissan required a system that could answer the variety of pre and post-sale questions it receives, in different languages, both quickly and efficiently.
Web visitors will be able to get immediate online answers to questions that previously could only have been answered by phone or e-mail. It is planned that Spain, Germany and the United Kingdom will go live in 2004 and a further five countries are planned for 2005. The customer experience will be quicker and much more satisfying due to Metafaq’s ability to understand and answer questions such as: “Is the Nissan Micra available as an automatic?” Or: “Where can I have my gearbox replaced under warranty?”
Also, by capturing details of all customer questions asked online, Metafaq will provide Nissan with valuable insight into customer needs and concerns, enabling it to shape future web content and customer services.
The simple but dynamic Q&A process of Metafaq builds an up-to-date, self-organising knowledgebase of information that customers need most. By increasing the number of queries handled online, Nissan’s customer service teams hope to improve overall response times and reduce call waiting times for customers phoning Nissan’s call centres.
Catherine Chesterman, customer service section manager for Nissan Europe SAS, said: “We receive a large number of enquiries from Nissan customers across Europe. We need a system that enables us to reduce the time taken to handle them, yet still provide a high level of customer service. The intuitiveness of the Metafaq customer interface will enable us to answer online queries, in a range of languages, quickly and efficiently. This will allow us to provide 24x7 customer service.”
Gerard Buckley, CEO of Transversal, said: “We are delighted to be working with Nissan. This application is a great example of the scalability of Metafaq as Nissan can answer quickly and efficiently a multitude of different questions in different languages and compile significant databases of facts that customers want to know.”
For further information please go to www.transversal.com
Founded in 1998 by two PhDs from Caltech and Cambridge University, Transversal is based in Cambridge, England. Transversal provides knowledge-powered eService and call centre knowledge management solutions that enable organisations to achieve key sales, customer service and efficiency goals. Transversal ‘s eService solution increases online sales and reduces the volume of call and email enquiries to contact centres by automatically answering customers’ questions online. Transversal’s Intrafaq solution for call centres, delivers information to agents in a unique way from a dynamic natural language knowledgebase. Powered by Transversal’s proprietary Memory Engine software, Intrafaq is able to understand complex sentence structures and process questions in the same way as human memory. 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 – even when they don’t know the
answer. Current customers include Sony, Direct Line, MFI, Fujifilm, Nissan, TDK Systems, JP Morgan Chase, DfES, Proctor & Gamble, Triton and the British Army.
About Nissan Europe
Nissan employs around 12,000 people in its European design, research and development, manufacturing, logistics, and sales and marketing operations. Last year, the company produced a total of 448,513 vehicles in its Spanish and British plants and sold 542,292 vehicles in Europe. Nissan Europe's Head Office is based in Trappes (Paris), France.
Alex Crawshaw / Jonathan Rosemont / Ged Carroll
Tel. +44 (0)20 7760 7050
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