Be Broadband Implements Internet Self Service Application

Be Broadband is introducing a new self service application which will provide fast, accurate answers to questions whilst using their website. The system, which is powered by Transversal, has seen over 21,400 people asking 58,585 questions in the first 4 weeks alone!

This is a big part of the Be Broadband major rebrand, which has had mixed reviews from consumers about the graphics used. The site is now far brighter and blockier than the previous incarnation, ang looks a bit like it was created on a ZX81, but the site is obviously tickling some people’s fancy as Be Broadband’s figures are on the way up. A few eyebrows were certainly raised in our office, but you cannot argue with the figures.

Be broadband now offer the ability to chat online and ask support questions , which in turn are answered quickly and efficiently by a human representative with in depth knowledge. This online support now allows the contact centre to focus on answering more telephone queries, therefore speeding up everyone’s experience.

Head of Member Services at Be Broadband, Louise Kirlew, said -

Proactive customer service is central to BE’s success. Implementing web self-service provides another channel for customer communication that is immediate, accurate and designed to meet our customer’s needs. In less than a month the combination of Transversal’s ease of use and close integration with other channels such as chat has already delivered major benefits and positive feedback from our customers.

Be broadbands customer service system now has the answers to over 200 frequently asked questions, offering unparalleled information and insight to better meet changing customer needs.

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