Transversal makes online customer service smooth sailing for Brittany Ferries

Advanced web self-service answers customer enquiries

Brittany Ferries, Europe’s leading ferry company, is using Transversal’s advanced web self-service solution to deliver enhanced customer service by providing quick and intelligent answers to online customer enquiries.

With a large website of more than 1,000 pages and a rapidly increasing number of site visitors, Transversal’s Ask a Question solution is key to Brittany Ferries’ customer management strategy of providing an intuitive experience for users that need help. Customers receive the information they need quickly and easily by getting specific answers to their questions, thus removing the frustration of having to phone or email about basic reservation queries, and freeing up contact centre agents to handle more complex enquiries.

The investment in Transversal’s technology demonstrates Brittany Ferries commitment to delivering excellent customer service and provides the company with an effective platform for incorporating Transversal’s ‘e-mail an agent’ service in the future.

“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, Brittany Ferries. “Our aim is to be the one stop shop for those travelling to France and Spain by ferry. The sophistication of Transversal’s technology and their superb client portfolio meant we knew they could enhance our customer service proposition to help us achieve this aim.”

Transversal’s solution makes it very easy for customers to locate the relevant information they seek, and also provides Brittany Ferries with a better understanding of customer demand by analysing the number and types of questions customers ask. The company also uses this information to enhance website content and usability.

“Brittany Ferries thrives in an industry that competes heavily on customer service and we are pleased to be able to enhance this position by enabling fast, accurate answers to queries,” commented Davin Yap, CEO, Transversal. “Our customers are finding that when they provide intelligent and intuitive responses to customers’ online questions it has a positive impact on sales alongside the benefits of reduced customer enquiry calls and emails.”

Transversal’s software is already delivering benefits across the travel industry. Holiday Extras, the UK market leader for airport parking and airport hotel reservations, is answering 92 per cent of online customer queries automatically through Transversal’s web self-service. Since deployment calls to Holiday Extras’ contact centre have dropped by 9 per cent whilst online sales have increased simultaneously by 9 per cent.