Experian’s online credit monitoring and identity fraud protection service CreditExpert hopes to help consumers worried about the credit crunch by rolling out a new service aimed at enabling them to quickly locate information on its website.
CreditExpert is an online subscription membership service that enables UK users to have unlimited access to their credit report. According to the company, it also offers details of loans and revolving credit with the accounts’ repayment history going back three years, the sources of the information, records of any organisations that have accessed the report and public information such as county court judgments, bankruptcies and electoral roll entries. It also offers an identity fraud protection service.
The company will be using Transversal’s dynamic web self-service technology Ask a Question to enable users to get accurate and instant answers to questions that can be asked in everyday language. Experian hopes this will lead to an improvement in customer services.
Enabling customers to resolve queries quickly via the website will free up CreditExpert’s contact centre agents to handle high-value and more complex customer enquiries. New queries are automatically added to the knowledgebase and queries can be analysed to give Experian a greater understanding of customer needs and improve the service as and when needed.
John Jennings, operations director, CreditExpert, said: “Keeping on top of personal finance and credit ratings can be complex and in the current economic climate we’re helping more people than ever before. We therefore wanted to make it as easy as possible for our users to locate the information they need. Working with Transversal enables us to provide the right answers instantly, increasing customer satisfaction and overall retention.”
“In the current economic turmoil customer service is an even higher priority than before. With the web becoming the primary point of contact for financial services organisations it is vital that customers can receive accurate, fast answers to their queries. CreditExpert is strengthening its relationship with customers by making information as accessible as possible, increasing trust and providing the help and information that they need to get to grip with their finances,” said Davin Yap, CEO, Transversal.
Transversal is a Cambridge-based developer of multi-channel eService offerings for customer-facing websites and contact centres. Other clients include Royal Mail, TV Licensing, Barclays, Tesco and National Express.