Brittany Ferries is using Transversal’s web self-service system to deliver “quick and intelligent” answers to online customer enquiries.
Transversal’s Ask a Question system is seen as key to Brittany Ferries’ customer management strategy of providing an intuitive experience for online users that need help.
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Customers receive the information they need quickly and easily by getting specific answers to their questions. This removes the frustration of having to phone or e-mail about basic reservation queries, and frees up contact centre agents to handle more complex enquiries, said Brittany.
“Providing an intuitive online experience with easy access to information is vital within the tourism market. If travellers can’t find what they want to know quickly, they will click over to the competition,” said Matthew Randle, internet services manager at Brittany Ferries.
Ask a Question makes it easy for customers to locate relevant information and also provides Brittany Ferries with a better understanding of customer demand, by analysing the number and types of questions customers ask.
The company can also use this information to enhance website content and usability.
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