Transversal has been appointed by the UK arm of the beauty brand The Body Shop® to deliver a web self-service solution that will provide more accurate, consistent and relevant answers to the company’s millions of global consumers, improving customer service delivery online.
The new Transversal solution will enable The Body Shop customers to find the information they need quickly and easily via the FAQ section of the website. At its heart, it will have a fully branded, centralized knowledgebase with built-in analytics capabilities that will deliver valuable insight into customer usage habits and information requirements. This insight can then be fed back into the knowledgebase, empowering the company’s customer service teams to continually improve the amount and quality of information available to answer potential queries using simple, user-friendly tools.
Not only will this enhance the overall customer experience – providing customers and agents with the required information, in the right place, at the right time, but will also enable The Body Shop to maintain current staffing levels and therefore control operating costs.
“We’re delighted to be working with The Body Shop on such an important project to improve customer experience and it’s further recognition that having a centralized knowledge platform is key if you want to maintain service and communication consistency across a range of customer touch points such as web, mobile, phone, chat, email and stores.”said Mark White, Director of Global Sales, Enterprise Solutions at Transversal.
The appointment sees The Body Shop broaden its existing relationship with Transversal, which has already seen the two companies partner to deliver its online chat function in the UK and the US, which enables agents to respond in real-time to customer enquiries. The new Transversal knowledgebase will be fully integrated with this function, further improving the accuracy and consistency of service delivered by The Body Shop.
The new Transversal web self-service solution is expected to go live in October 2014.