Entertainment retailer Zavvi is able to reduce customer queries abandonment rate by half and increase conversion rates by 50% after it has implemented Transversal’s web self-service in October 2008.
Zavvi’s web-based customer service, ‘ask zavvi a question’, provides automatic answers to customer queries. It currently provides responses to 150 questions. Zavvi sells music, DVDs, boxsets, Blu Ray, games and books in the UK and Ireland.
Melvin Simpson, head of e-commerce operations at Zavvi Entertainment Group, said: “Operating in a fast-moving and crowded marketplace we aim to differentiate ourselves by providing the highest levels of customer service. By working with Transversal we have already seen significant benefits for both our customers and ourselves and we believe these advantages will only increase during our key Christmas period.”
Transversal develops multi-channel eService systems for customer-facing websites and contact centres. Transversal’s Metafaq system enables companies reduce contact centre traffic by automatically answering customers’ questions online. Its flagship product Web Self-service Sales Engine uses online customer service interaction to deliver targeted offers and advertising.
Davin Yap, CEO at Transversal, said: “As online shopping becomes increasingly mainstream, delivering the highest levels of service is critical to attracting and retaining customers on the web. Zavvi is demonstrating how market leaders can quickly implement our web self-service solutions to receive measurable benefits and prepare for the vital Christmas trading period.”
In October 2008, Transversal has helped CreditExpert, the online credit monitoring and identity fraud protection service from Experian, to roll out a web self-service technology to help customers locate information on its website.
Earlier this year, the Royal Mail has deployed Transversal’s web self-service system to answer customer queries through its online service ‘Ask Sarah’.
