CreditExpert helps consumers tackle credit crunch online

CreditExpert, the online credit monitoring and identity fraud protection service from Experian, has rolled-out a dynamic web self-service technology to help customers immediately locate information on its website. Transversal's (transversal.com)

Ask a Question solution uses neural network technology to enable users to get accurate and instant answers to questions that can be asked in everyday language, improving customer service.

The current economic climate and the ongoing threat of identity fraud means that people are paying closer attention to their finances. Part of the Experian Group, CreditExpert receives more than 2 million visitors each month.

It helps people keep track of their credit commitments, status and credit history, enabling them to ensure they are in the best possible position when applying for credit, such as a new mortgage or credit card.

CreditExpert is also using Transversal's Ask a Question as a way of answering questions quickly, allowing it to free up its contact centre agents to handle high-value and more complex customer enquiries. Each month Transversal's technology helps answer the questions of 75,000 customers online, cutting the number that need to subsequently phone or email.

"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,"said John Jennings, Operations Director, CreditExpert. "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."

The Ask a Question system covers the full range of potential queries that customers may have. These include "How do I find out my credit score?", "How do I improve my credit rating?" and "How can I tell if I am the victim of identity fraud?".

By using the dynamic knowledgebase behind Ask a Question, new queries can be automatically added, cutting administration. By analysing questions asked, Experian is able to understand customer needs and add content and services to ensure users always receive the highest levels of customer service.

"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," said Davin Yap, CEO, Transversal. "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."