Visual IVR and Live Chat see National Express customers’ self-serve queries online with 24/7 self-service timetable
Visual IVR and Live Chat see National Express customers’ self-serve queries online with 24/7 self-service timetable
2 PagesNational Express invests in new multi-channel route for exceptional customer experiences CASE STUDY Visual IVR and Live Chat see National Express customers’ self-serve queries online with 24/7 self-service timetable. Looking to further enhance their online customer service offering with web chat and Visual IVR, the search for a new multi-channel online customer service vendor, resulted in National Express replacing their existing vendor, Transversal, with Synthetix. This shift would allow National Express to address issues such as: • Changing the FAQ’s section to offer dynamic search instead of static FAQs, allowing customers to type their queries and recieve relevant answers. • Improve on the reporting facility, as they felt the existing to be inadequate,
![This leading entertainment provider in America chose [24]7 Chat and [24]7 AIVA to increase and automate self-service interactions](/img/new-svg/empty-logo.svg){kind=logo}