Transversal Enables Personalized Customer Service Content with Netbiscuits Device Detection

PRESS RELEASE: Transversal announced it has selected Netbiscuits Device Detection tool, to help its clients’ customers and employees to quickly and easily connect with the knowledge they need – regardless of the device they may be using. Founded in 2000, Transversal works with a range of global clients, including Nissan, Barclays, Mothercare, John Lewis and Levi Strauss.

Supporting web visitors in the multi-screen world

Helping customers quickly and easily find the right answers first time and on any device is an increasingly difficult challenge for Transversal’s clients. With such a wide array of mobile and desktop devices available today, customers logging support issues can do so across devices with many different specifications and capabilities. Delivering support content, such as video, written articles or images can differ greatly depending on the customer’s device and its capability, therefore Transversal is always looking for ways to improve and personalise the support its clients provide.

James Leslie, VP Professional Services at Transversal, explains: “Many of our customers utilise our solutions to allow their users to get in touch via the web if there is a technical issue with their service. They currently have to input their details, including information about the device they are using, which can be quite time consuming and awkward, especially on a mobile device. As part of Transversal’s mission to create a new generation of knowledge solutions, we wanted to be able to use a service which could automatically detect the user’s device and non-personal attributes, such as the specific model, screen size, CPU and accurately submit that information to the client without any effort from the user.”

A personalized, intuitive experience for all web visitors

Transversal’s goal is to reduce the number of customer escalations and improve online satisfaction. Rather than simply throwing more content at its clients’ customers, Transversal wanted to take a more personalised and intuitive approach, anticipating what customers are likely to be looking for, based on their device and content, and how they can be served the best possible experience.

“We had heard of the potential benefits of device detection, and, after creating a shortlist, road tested a number of industry tools, including Netbiscuits and Device Atlas. Netbiscuits was comfortably the most accurate in our internal testing, and it also covered the broadest range of devices, including TVs, which some of our clients need information on,” said James Leslie

Transversal has selected Netbiscuits Device Detection and its Analytics tool, which are being rolled out in May 2015. Netbiscuits Device Detection will help Transversal in two key areas:

1. Device Detection diagnostics – Netbiscuits tool will accurately detect a visitor’s device information and log this data within a support form. This removes the need for the visitor to manually type this information, streamlining and improving the experience by providing in-depth details such as browser version and plug-in compatibility.

2. Broader awareness of visitor devices to shape support content strategy – By understanding which devices visitors are using to access its clients’ support services, Transversal can provide crucial information back to clients on which content will be the most effective and engaging. This may include delivering video to those on desktop PC’s with high bandwidth and fast connections, while creating a low-res version for mobile users with limited connectivity, without reducing the visitor’s choice.

In addition to Netbiscuits Device Detection, Transversal has also selected Netbiscuits Analytics to gain a better understanding of how its clients’ visitors engage on the web. This includes insights into how the visitor’s device and context can impact their behaviour online and key KPIs, such as overall traffic, the user journey from page-to-page, bounce rates and conversion metrics.

“Ultimately, we’re trying to build up the complete picture of how visitors behave online, and how both their device and how/where they use it impacts their engagement. By doing that, we can provide our clients with better insights into which content works best for different customer segments, resolving queries more quickly and reducing the number of support escalations,” said James Leslie.