Knowledge is Power! - Solutions to help you deliver superior online experiences

Customer experience seminar – Oct 2013

Solutions to help you deliver superior online experiences

Stephen Sinclair, Business Development Director, Transversal

Knowledge is Power!


The dilemma facing consumers today

It takes only three failed attempts for consumers to abandon web self-service.

Online failures will grow by 18% each year, increasing the number of incremental contacts.

Time consumingresearch

Where can I find

my answer?

What should I search

for?

Do I really have to sift thought all

this content? Answers

Customer experience seminar – Oct 2013 ”“The route to your knowledge and the way customers find answers to make informed decisions has changed!

I know what I want, but where do I start to find

the answer?

Where is my nearest store, travel agent or

branch?


The dilemma for you does not go away…

» Failed self-service

inquiries will drive 27%

incremental contacts

» Failed email inquiries

will drive 71%

incremental contacts

» Social inquiries will

drive ??? incremental

contacts

Consumers’ satisfaction with service touch points


The Transversal Difference

28%

Decrease in online

escalations

18%

Increase in online

adoption

38%

Increase in answer

accuracy

Answers

Fast accurate, relevant answers - not search results

Do I understand

the problem?

Is this problem a common

one?

What is the best resource

to leverage?

What is the best

possible answer to provide ?

What questions should I

expect next?

Where can I find my answer?

What should I search

for?

Do I have to look at all

this content?


The Transversal difference

» Your customers will find answers even if they don’t visit your website

» #1 in knowledge SEO

» Consistent answers

» Relevant results


How Transversal does this

Delivering fast, accurate, answers on an enterprise scale requires three essential ingredients…

Experience

Acquiring a better understanding of what people mean- not what they say

Knowledge

Sharing and re-using vital information across the enterprise

Delivery

Determining the best possible method to presenting the answer

ANSWERS


» The beauty of the Transversal solution is how simplewe make it to share knowledge across the enterprise Ease of multimedia article creation Simple workflow for approvals Self-organizing content

» We hide all the complexities that are essential for a scalable enterprise knowledge platform Multilingual support Intelligent data cleaning Centralized publishing for multi-brand support SEO support for knowledge content Prebuilt industry sector libraries Seamless integration to corporate portals – brand consistency Advanced analytics (content gaps, freshness, search accuracy…)

How we manage knowledge


How we improve delivery

» Eliminating the effort for customers to get answers Intelligent search – 2 fold improvement in online find-ability Dynamic articles – improves usage of online self-service Embedded commerce offers – blends the online experience – sales & service

» Providing zero-click advice for contact center agents Single integrated desktop – provides instant value to your existing investments Related articles – helps predict answers to customer’s next questions Predictive search – anticipates what agents might be looking for

» Complete insight for knowledge administrators Advanced analytics – real-time insight to optimize performance Responsive design – dynamically responds to browsers, language, devices Auditing & security – role / group based security with full audit and version control

What you say is often not as important as how you say it. This same principle applies to delivering great answers.


Transversal make this simple

» 6 – 10 week implementation

» Minimal investment

» Easy to maintain and manage

» Global deployment – fully multilingual

» Modular building blocks

» No need for specialist skills

» Reduced training (< 2hrs)

» Free up staff and re-deploy

» Adheres to usability best practices

Over the phone training:

That’s howEASY

it is

“The system was implemented in six weeks”“Transversal training took only two hours!”

Tamarah Khatib, GM - bmi


over 35% originate from

What this means for our customers

20%Reduction in

contact ctr. calls

90%Reduction in unnecessary email contact

97%Online questions

answered automatically


Transversal Knowledge Platform


One source of ‘truth’ powering all channels

Dynamic response across channels, consistent communication, superior experience, lower support costs, scales with growth

Chat EmailSocial

PhoneWeb FAQ

Single Knowledge Platform


What a Transversal solution can do for you

Increase in 1st contact resolutions

18%28%

50%28%Increase in CSR

productivity

Reduction in abandoned carts

Reduction in online escalations

>30%

Increase in sales

2x Increase in online resolution

rates


What a Transversal solution can do for you

Proven at many of the world’s most respected and iconic brands


Questions

?Stephen SinclairBusiness Development [email protected]+44 (0)1223 488724@StephenSinc

mailto:[email protected]

Knowledge is Power! - Solutions to help you deliver superior online experiences

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Transcript of Knowledge is Power! - Solutions to help you deliver superior online experiences