Web Self-Service

Transversal is the UK's leading provider of multi-channel eService solutions for customer facing websites and contact centres, enabling organisations to achieve high-impact wins on improved service, reduced costs and increased sales.

Transversal's flagship Web Self-Service technology also uses customer service interactions as an opportunity to promote products and services based on what customers ask about – a strategy proven to accelerate online sales.

Intelligent Search

Search drives the Internet economy: it's essential for getting people to your Web site, and making sure they find what they're looking for, when they get there. It's critical that the right answer comes up on the first search. Any investment you make in intelligent search directly increases your online sales and profits.

Can customers just ask a question and get a straight answer? Yes they can. This is how Transversal's search technology works: allowing customers to ask questions in their own words and receive an accurate answer straight away. It's quicker than navigating an entire site and avoids irrelevant content.

Transversal's search analyzes the meaning and arrangement of words to determine the customer's intent. It understands how words relate to concepts and how concepts relate to each other, which allows it to interprete meaning with accuracy. It knows that a customer searching about ‘financing a property in France' is looking for a ‘European mortgage'. It allows customers to express questions in different ways and still get the right answer. It also produces more accurate results from keyword searches by interpreting keywords in the context of the customer's activity on the Web site.

Using Transversal's Intelligent Search for Web site search and self-service provides the most reliable answers, maximizes sales and reduces service costs.

Web Self Service

Every study of online customer service has citied the lack of an effective self service channel as a continued failing. Customers expect their questions to be answered immediately, and should not have to drill down through layers of navigation and Help pages to find content that may or may not be relevant. With Transversal Web self-service, customers are able to find the answers they want simply by typing their questions in everyday language.

Transversal's intelligent search engine is the most powerful and advanced available today. Its unique understanding of language, combined with analysing what customers have browsed, enables it to know the true intent behind an enquiry. This leads to more queries being resolved and more transactions completed.

Every interaction with the knowledgebase is captured and provides exceptional insight about customer requirements, site usability and subtle changes in customer behaviour.

Web Self Service with Ad Serving

The ad-serving solution makes best use of limited interaction time by promoting relevant products and offers alongside the answers to Web self-service questions. It can automatically present advertising for products related to customers' searches of the self-service knowledgebase, or advertise specific products and offers you wish to promote.

As well as increasing the call to action, this method of ad serving provides an easier route for customers to find and purchase products than by navigating product pages.

Reporting and Analytics

Carone can help you to monitor your online customer interaction using comprehensive statistics and custom analytics.

The reporting software that is provided by Transversal records every action performed within the system and automatically assigns those actions to the relevant performance metric:

  • The number of customers using the system
  • The most frequently asked questions
  • The number of successful and unsuccessful knowledgebase searches
  • The rate of advertising click-throughs

Tracking the behaviour of your online customers is essential to understanding their needs. Site statistics reveal insights about your customer long before sales figures do. By monitoring the questions your customers ask and searches that they perform, you can identify subtle changes in consumer interest. You can learn which products and promotions are attracting the most attention, and which pages get the least attention.

Interested? Give us a call or send us an email