Citation
(2005), "Nissan accelerates customer-handling time", International Journal of Productivity and Performance Management, Vol. 54 No. 3. https://doi.org/10.1108/ijppm.2005.07954cab.006
Publisher
:Emerald Group Publishing Limited
Copyright © 2005, Emerald Group Publishing Limited
Nissan accelerates customer-handling time
Car manufacturer Nissan is using e-service software from Transversal to provide an automated problem-solving tool for customers. The software, called Metafaq, will be used by Nissan customer service sites across Europe, to deliver insight into customers’ online habits and needs.
Each country has a different web site, and the product is able to provide customers with self-help facilities in their native language. The UK, Spain and Germany went live last year and all other European states are following suit throughout 2005.
Visitors to the site will be able to ask questions in a natural manner. Metafaq will consult the knowledge base to provide an appropriate answer, and will update the knowledge base depending on the outcome of the transaction. The pool of knowledge will also be available to Nissan agents, with the goal of providing a consistent and more knowledgeable service to customers calling Nissan by phone.