ISP Be Broadband ( O2 ) has teamed up with Transversal, a provider of Dynamic Knowledge Management solutions, to improve its website based customer service quality with a new self-service system. The setup makes it easier to identify questions posted on the site and get them resolved. Over 21,400 people have accessed the system in the first four weeks, viewing 58,585 questions.

Through links to BE’s online chat support, questions asked can be analysed and consequently escalated, if necessary, to the human representative with the best knowledge to provide answers via the live chat function. The new setup is a replacement for Be's old FAQ system and enables the contact centre to focus on answering more complex telephone queries.


BE’s customer service knowledgebase currently contains responses to over 200 questions, and is still growing. The ISP claims that the system has already shown its benefits, although it is not clear whether calls to customer support have dropped as a result.