Department store aims to encourage more customer self-service via the web

Department store aims to encourage more customer self-service via the web

John Lewis has appointed Tranversal to help improve its customers’ online experience through a new web self-service solution.

The Transversal system will allow customers using johnlewis.com to find relevant information by keying in search terms in everyday language. The system is designed to offer customers a new, convenient method for answering their questions.

Answers to the common questions that consumers ask are stored in a ‘knowledgebase,’ which is continually updated with relevant information on products, services and deals.

Enhanced online focus

The implementation is part of John Lewis’ strategy to further improve its online shopping experience. The Transversal solution will help improve John Lewis’ already successful web presence that has continued to deliver market-beating growth.

Sean O’Connor, John Lewis website manager, said: “The way consumers shop is changing rapidly. John Lewis needs to ensure it is at the forefront of this change and that it gives customers the best shopping experience it can through all channels. People want the ease that the internet can provide and, when they shop online, they expect convenience – the Transversal solution will help us achieve that. By allowing people to search for relevant information easily and quickly it helps ensure the website is as usable as possible.”