Transversal, a leading provider of enterprise knowledge solutions for the cloud, has been appointed by 32Red Sport, part of the award-winning online gaming group 32Red Plc, to deliver a brand new self-service functionality on the 32Red Sport website.
In early 2013, 32Red topped an independent customer service audit beating 15 major casino brands; their ambition is to maintain this level of service across the new 32Red Sport brand.
The aim of deploying Transversal’s knowledge-powered solution is to enable 32Red Sport customers to find answers to their questions quickly and easily online, 24hours a day, seven days a week. Whether accessing the site through a desktop, tablet or mobile device, the responsive design of the Transversal solution means help will be available to customers across any device. As a result, this will assist in an increase in customer satisfaction through immediate, 24/7 support and assistance.
The self-service capability will not only enhance the online experience for 32Red Sport customers, but in turn it will result in the deflection of more general and simpler enquiries coming into the contact centre via telephone, email and chat.
32Red Sport will also benefit from using Transversal’s Promotion Engine™ which works in conjunction with the web self-service solution. The Promotion Engine™ feature will offer personalized, targeted and contextual adverts to 32Red Sport customers based on the information they have searched for. It will help the company increase revenue by presenting the right adverts, at the right time, in the right place to customers.
The solution, built from the Transversal Prescience™ Platform, is fully scalable.
“The scalability of the platform is one of the reasons we chose Transversal as our partner for this project. It will allow for straightforward expansion to other 32Red product areas in the future. In addition, Transversal showed a great understanding of the new 32Red Sport business and sports betting requirements.” said Pat Harrison, Operations Director at 32Red”.
“Nowadays, with consumers approaching companies for information on multiple devices from multiple locations, it is becoming more important than ever for organizations to streamline their customer service process” added Marc Quantrill, Chief Sales Officer at Transversal. “We are delighted that 32Red has chosen to work with us on a self-service solution that will help further enhance their already excellent reputation in customer support”.
The new Transversal web self-service solution went live at the beginning of September 2014.
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