Playstation gamers find answers online

Sony PlayStation says it has seen a reduction in the number of calls and e-mails made to its helpdesks as more of its customers ask questions through its "website":http://www.playstation.co.uk.

"Transversal":http://www.transversal.com says its Metafaq product can understand customer questions and provide intelligent answers. Customers can ask the Sony PlayStation website any question relating to PlayStation products and Metafaq will automatically return an answer. For example ‘What are Sony’s return policies for the PlayStation 2?’ or ‘What games are compatible with my PlayStation 2?’

While answering queries, the Metafaq system also builds a database that can help highlight recurring needs and concerns of PlayStation customers.

Andy Barker, director of customer services for Sony Computer Entertainment UK, said: “Metafaq has been part of our service proposition for two years. It has also helped us to control the cost of answering a large volume of customer questions. It certainly demonstrates that with an effective and easy-to-use system in place more and more people will turn to the web for customer support.”