Mothercare: Mothercare Helps Parents Find The Answers With Transversal
Cambridge, UK, Dec 12, 2008 (M2 PRESSWIRE via COMTEX) --
Mothercare is improving the customer experience on its website with the launch of Ask Carrie, an interactive web self-service solution. Powered by Transversal (www.transversal.com), Ask Carrie delivers fast, accurate answers to queries across the Mothercare website. The launch of Ask Carrie follows successful deployment of Transversal's technology on the website of the Early Learning Centre (ELC), another part of the Mothercare group.
Since its introduction as part of a major website refresh, on 21 October 2008, Mothercare has seen major benefits from Ask Carrie. Customers are able to ask questions directly using the system without the need to call or email the Mothercare contact centre. This allows staff to concentrate on answering more complex queries. Mothercare's knowledgebase currently contains 500 questions and is growing as customer take up increases.
Ask Carrie also ensures faster access to the wide range of parenting information and resources on the Mothercare website. By allowing customers to search using everyday terms it ensures that the Mothercare website remains a primary destination for parents.
Additionally by deploying Transversal's Sales Engine, Mothercare is able to serve up relevant, tailored advertising and special offers in line with questions asked. This is leading to greater customer engagement and potential sales.
Following extensive research, Mothercare chose Transversal due to its rich natural language technology and strong track record, particularly its existing implementation with Early Learning Centre (ELC).
Early Learning Centre has been using Transversal's technology on its website and in its contact centre since October 2007. It has benefited from a 20 per cent reduction in emails and increased efficiency as contact centre staff can access consistent, up to date information when dealing with customer queries. Requiring minimal administration from the company, ELC is able to instantly update its site with relevant announcements, such as on product availability.
The Ask Carrie persona was created to provide an approachable and engaging figure for customers and was launched as part of the major redesign of the Mothercare website. This also includes improved online product search, a wider range of content, and bigger, brighter product images all designed to deliver an improved customer journey.
"Leading retailers such as Mothercare understand that building a strong customer relationship relies on delivering the highest levels of service and relevant information in a accessible, innovative manner," said Davin Yap, CEO, Transversal. "Mothercare's Ask Carrie is the perfect example of how web self-service can deliver efficiency as well as underpinning stronger customer interaction through the internet."
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. MetafaqTMreduces 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.
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