TV Licensing improves customer web experience

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TV Licensing improves customer web experience

Antony Savvas

TV Licensing, the organisation responsible for collecting UK TV licence revenues, has launched Ask TV Licensing, a new website service that aims to improve its online customer service.

Ask TV Licensing, powered by technology from Transversal, allows visitors to www.tvlicensing.co.uk to get immediate answers to questions which can be phrased in everyday English, as if directly asking a person.

The service allows customers who prefer to interact online to find the information they need easily without having to phone or email.

More than 250,000 customers have already used Ask TV Licensing since it launched in January. Of these, only 9% have subsequently needed to email TV Licensing for further information.

"More and more licence payers want to interact with us online due to speed, accessibility and convenience," said James Milner, head of operations at TV Licensing.

"Introducing Ask TV Licensing is a key part of our online strategy and will support our drive to deliver best value to all through services such as online payment and fast access to information. Transversal's technology enables us to provide answers to the wide range of questions the 25m licence payers ask, instantly and accurately," said Milner.

Online customer experience:

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