Article - Synthetix https://synthetix.com Customer service software | Conversational AI Wed, 29 Jun 2022 14:00:09 +0000 en-GB hourly 1 https://wordpress.org/?v=6.6.2 The Best Customer Service Tools For The Contact Centre  https://synthetix.com/cx-software/best-customer-service-tool/ Thu, 19 May 2022 08:44:33 +0000 https://synthetix.com/?p=29640 When your customers reach the contact centre, it Is because they have an issue that needs resolving. It is also likely that they are frustrated. It is therefore a critical time in the after-sales journey and should be dealt with in the most efficient way to maintain a good relationship and boost CSAT.

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]]> Live Chat In The Contact Centre https://synthetix.com/live-chat/live-chat-in-the-contact-centre/ Thu, 07 Apr 2022 13:45:54 +0000 https://synthetix.com/?p=29201 Considered a staple of the contact centre by many, live chat is significantly cheaper to operate compared to traditional agent-assisted methods such as telephony; companies have reported a 55% decrease in phone call costs by introducing live chat.

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]]> Live Chat for Customer Support: The 2022 Buyer’s Guide https://synthetix.com/live-chat/live-chat-customer-support/ Mon, 04 Apr 2022 10:16:00 +0000 https://synthetix.site/?p=9726 Adopting live chat for customer support is becoming increasingly popular for Enterprise businesses, but as the market expands and the choice becomes greater, it can be difficult to know what solution is best for your business and your customers. We have produced a Buyer’s Guide and checklist to help you throughout the live chat selection process.

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]]> Call Deflection Through AI Chatbots https://synthetix.com/chatbots/call-deflection/ Mon, 21 Mar 2022 12:23:29 +0000 https://synthetix.com/?p=27898 According to IBM, businesses across the world spend over $1.3 trillion on 265 billion customer service calls each year. But what if a significant percentage of these calls could be dealt with by other means? By contact channels that are cost-efficient and user-friendly? In this article, we explore how call deflection is achieved using AI chatbots.

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]]> Knowledge Management Best Practices https://synthetix.com/knowledge-management/knowledge-management-best-practices/ https://synthetix.com/knowledge-management/knowledge-management-best-practices/#respond Sun, 13 Mar 2022 10:46:47 +0000 https://synthetix.site/?p=1281 Knowledge management is becoming increasingly popular within Enterprise companies, its capability to solve problems both internally and externally, whilst improving business operations makes it invaluable to businesses today.

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]]> https://synthetix.com/knowledge-management/knowledge-management-best-practices/feed/ 0 Enhancing CX With Multilingual Chatbots https://synthetix.com/chatbots/multilingual-chatbot/ Thu, 03 Mar 2022 11:27:45 +0000 https://synthetix.com/?p=27167 A study revealed that 75% of consumers said they were more likely to purchase goods and services if the corresponding product information is in their native language.

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]]> Choosing A Knowledge Base For The Multi-Tenant Contact Centre https://synthetix.com/knowledge-management/contact-centre-knowledge-base/ Tue, 08 Feb 2022 09:59:13 +0000 https://synthetix.com/?p=26746 Contact and call centres that choose to include a centralised knowledge base at the heart of their tech stack reap a multitude of benefits from cost savings to efficiency, productivity and staff morale.

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]]> Knowledge Management Systems: The 2022 Buyer’s Guide https://synthetix.com/knowledge-management/knowledge-management-systems-buyers-guide/ https://synthetix.com/knowledge-management/knowledge-management-systems-buyers-guide/#respond Wed, 02 Feb 2022 11:51:02 +0000 https://synthetix.site/?p=1298 Today the implementation of knowledge management systems is critical to business operations, CX and customer satisfaction. This buyer’s guide outlines the key commercial, technical and usability considerations to equip you with before you begin the vendor selection process.

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]]> https://synthetix.com/knowledge-management/knowledge-management-systems-buyers-guide/feed/ 0 Do Live Chat Apps Work For Lead Generation? https://synthetix.com/live-chat/live-chat-apps/ Thu, 28 Oct 2021 10:22:15 +0000 https://synthetix.com/?p=20701 Whilst traditionally live chat apps have been used primarily for facilitating customer service, helping users whenever a query may arise, technology has since developed. With the utilisation of AI and other sophisticated features, live chat supports more than post-purchase, helping to convert site visitors into genuine leads. This article explores how live chat contributes to lead generation.

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]]> The Top 5 Benefits Of A Self-Service Contact Centre https://synthetix.com/web-self-service/self-service-contact-centre/ Fri, 08 Oct 2021 13:37:07 +0000 https://synthetix.com/?p=20178 A self-service contact centre utilises a range of AI-powered self-service applications and tools, such as chatbots and self-service widgets, in order to drive significant efficiencies and improvements. 

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