Transversal launches in Australia and New Zealand
UK self-service software specialist brings expertise to Australasian market
Sydney, Australia: Transversal Corporation has today launched in Australia and New Zealand. The Cambridge, UK software firm specialises in online, multichannel and self-service solutions for customer-facing websites – including contact centres and internal HR functions. In over a decade of being in business, the company is powering the self-service functions for a number of blue chip customers including the BBC, Barclays, Mothercare, Royal Mail, Marks & Spencer, Aviva and John Lewis.
The solution is aimed at organisations in Australia and New Zealand that wish to automate the process of answering queries both from customers and internal employees. The solution uses a dynamic, natural-language knowledgebase to deliver information to agents and customers alike via a convenient online self-service function. Transversal customers typically see an immediate, dramatic email reduction of around 60%, and an improvement in email response time from a few days to just a few minutes.
The Sydney office is now open and Transversal CEO Dr Davin Yap is addressing Customer Experience Management 2012 taking place today at Dockside, Sydney alongside customer experience specialists from organisations including Telstra, Commonwealth Bank, National Australia Bank and Australia Post.
Davin Yap, CEO of Transversal comments: “We’ve been powering the self-service functions at some of the UKs largest businesses for over a decade. We feel that Australia and New Zealand is a natural market for us given a similar culture and web-savvy consumers, many of which would prefer to serve themselves in the first instance rather than call or email an organisation. The Australia location also offers a springboard into the wider Asia Pacific region.”
Christian Kirsch, Managing Director of Transversal Australia Pty Ltd concludes: “The Australasian market is currently under-served by comparative solutions and there’s a massive opportunity for organisations in the region to run their customer services operation more efficiently whilst providing consumers with another, compelling channel to interact with them. Transversal’s success in the UK with a cloud-based, easy to implement solution, proves that it delivers benefits to all types of organisations and we’re looking forward to providing Australasian businesses with the same competitive advantages.”
Transversal is the UK’s leading provider of online, multichannel and self-service solutions for customer-facing websites – including contact centres and internal HR functions. We believe that exceptional customer experience is achieved by transforming the quality and efficiency of our clients online self-service provision. This inevitably results in significant and an immediate return on investment.
Our solution automatically answers customers’ questions online; increasing online sales and reducing the volume of call and email queries. Transversal customers typically see an immediate, dramatic email reduction of around 60%, and an improvement in email response time from a few days to just a few minutes.
Transversal’s customer service solution uses a dynamic, natural-language knowledgebase to deliver information to agents and customers alike. By typing questions in their own words, people can access fast, accurate and consistent answers to questions. Our clients benefit from increased first call resolution and greater efficiency, using our solution to provide the highest quality customer service across the board.
Transversal has been named one of the UK’s 20 fastest-growing venture companies three years in a row, and won Best Technology Partnership at the Customer Contact Association Awards several years running. Customers include John Lewis, Aviva, Royal Mail, Mothercare, Barclays, Nissan, Standard Life, Nottingham Trent University and Direct Line.