Sony employs Transversal to answer customers’ PS3 issues

Sony Computer Entertainment UK (SCE UK) announced today that in order to provide better customer service, it will be employing the services of multi-channel eService solutions company Transversal.

Transversal will be providing customers with “fast and accurate” answers to their online inquiries. Aside from this, SCE UK will also be opening a technical forum where users can discuss and share their know-how to get the most out of the technology, functionality, and solve issues together. In order to help solve callers’ issues, Transversal will also be employing the use of their own software which has been tailored to search through posts and find relevant information. SCE UK Director of Customer Services Andy Barker explained,

As it is impossible for our contact centre staff to be technical experts on every third party router available, we are encouraging our customers to share their knowledge and expertise through online communities and Transversal is helping enable us to do this. This will enhance the overall customer experience and enable them to get the most of out of the breakthrough functionality within the PS3.

Furthermore, SCE UK mentioned that aside from the already mentioned “help avenues,” PS3 customers can also get technical support over the phone or via the in-built visual step-by-step set-up tutorials that comes with the system. Likewise, Transversal CEO Davin Yap assures fans that their company will do everything to provide quality service.

At the moment, 96% of all online questions that are answered by SCE UK make use of Transversal’s technology. Also, 47% of customer contact is now being handled online through Transversal web self-service.

Sony Computer Entertainment UK (SCE UK) announced today that in order to provide better customer service, it will be employing the services of multi-channel eService solutions company Transversal.

Transversal will be providing customers with “fast and accurate” answers to their online inquiries. Aside from this, SCE UK will also be opening a technical forum where users can discuss and share their know-how to get the most out of the technology, functionality, and solve issues together. In order to help solve callers’ issues, Transversal will also be employing the use of their own software which has been tailored to search through posts and find relevant information. SCE UK Director of Customer Services Andy Barker explained,

As it is impossible for our contact centre staff to be technical experts on every third party router available, we are encouraging our customers to share their knowledge and expertise through online communities and Transversal is helping enable us to do this. This will enhance the overall customer experience and enable them to get the most of out of the breakthrough functionality within the PS3.

Furthermore, SCE UK mentioned that aside from the already mentioned “help avenues,” PS3 customers can also get technical support over the phone or via the in-built visual step-by-step set-up tutorials that comes with the system. Likewise, Transversal CEO Davin Yap assures fans that their company will do everything to provide quality service.

At the moment, 96% of all online questions that are answered by SCE UK make use of Transversal’s technology. Also, 47% of customer contact is now being handled online through Transversal web self-service.