Barclays Bank today announced that it has implemented Transversal's Metafaq eCustomer Service solution to enhance its customer online banking experience and reduce the 100,000 monthly calls to its helpdesk. Barclays is the first high street bank to recognise the competitive advantage of giving customers immediate and accurate online answers to questions without them having to ring or email a contact centre.
Transversal's online help solution allows Barclays customers to ask questions in their own words and receive real, meaningful, answers on any subject from credit card offers to information about how the company credit scores. It also enables Barclays to respond quickly to customer needs by using the questions to identify issues that are important to them, allowing it to tailor financial products or improve web content.
"Barclays is committed to delivering the best possible customer experience through all our delivery channels," said Ian Morgan, head of channel development for Barclays electronic banking. "We know how frustrating it is for customers to have to go to other channels, when they should be able to get answers to straightforward questions online. We initially trialled the Transversal product last December and our customers adopted it instantly".
To improve customer service and to decrease helpdesk call volumes Barclays needed to introduce an advanced eCustomer service tool. Following evaluation of four providers, it chose Transversal due to its ease of use and simple integration. After a successful trial, the bank has now signed an ongoing contract.
Transversal's Metafaq solution uses customer questions to automatically build an up-to-date, self-organising, self-learning, knowledgebase of answers - requiring no programming or knowledge managers, and only a couple of hours of internal resource a month to manage. This will reduce call volumes even further giving online banking support staff more time to deal with complex questions thus improving customer satisfaction and retention.
"Barclays' decision to deploy Transversal shows once again that we outperform not only on ease of use behind the scenes but also on end-user experience," commented Davin Yap, CEO, Transversal. "Our solution helps companies to cut costs without cutting corners on customer service. We are very pleased to be working with a market leader such as Barclays to implement the most advanced system of its kind in UK banking."
Operating in over 60 countries in Europe, the USA, Africa and Asia, Barclays is one of the world's top ten largest banks. Over 14 million customers use its Retail Banking services in the UK alone, in addition to business and commercial banking clients. Online Banking was introduced by Barclays in 1998.