Synthetix

The Best Customer Service Tools For The Contact Centre

Áine McInerney — Thu, 19 May 2022 08:44:33 +0000

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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Knowledge Software In The Contact Centre

Áine McInerney — Mon, 25 Apr 2022 13:55:31 +0000

As the beating heart of so many clients’ customer service operations and with expectations constantly evolving, contact centres and BPOs are feeling the pressure to promote efficiency and maintain CSAT - all while keeping costs down.

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Live Chat In The Contact Centre

Áine McInerney — Thu, 07 Apr 2022 13:45:54 +0000

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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How Major UK Beauty Retailer Reduced Handling Times And Boosted Customer Satisfaction

Áine McInerney — Tue, 05 Apr 2022 08:43:22 +0000

Case Study A client from 2013, leading Health and Beauty Retailer wanted a customer service solution that allowed them to support their customers in a variety of different ways, including self-service and agent-assisted. Their existing FAQ capabilities were limited in content and laborious to manage. The Beauty giant wanted a solution that was easy to […]

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Live Chat for Customer Support: The 2022 Buyer’s Guide

Áine McInerney — Mon, 04 Apr 2022 10:16:00 +0000

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

Áine McInerney — Mon, 21 Mar 2022 12:23:29 +0000

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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How Synthetix Helped Major Utility Company Significantly Reduce Call Volume And Chat Times

Áine McInerney — Tue, 15 Mar 2022 09:25:30 +0000

Case Study Working together from 2009, our Utility customer continues to provide excellent CX through a blend of Synthetix’s self-service and agent-assisted customer service channels. Download Case Study PDF Company Profile 3,000 Employees Serving 1.4 Million Homes & Businesses Multilingual customer service Reducing Calls And Chat Duration Whilst Boosting Customer Satisfaction The customer experience was streamlined as […]

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Yorkshire Building Society And Synthetix: 17 Years Of Delivering Excellent CX

Áine McInerney — Tue, 15 Mar 2022 09:04:19 +0000

Case Study One of the UK’s largest building societies, Yorkshire Building Society provides financial services online, over the phone and via their 240 locations. Yorkshire Building Society deploys Synthetix’s customer service chatbot, self-service tools and live chat across its brand portfolio to streamline online CX and boost CSAT. Download Case Study PDF Company Profile £45 Billion in assets […]

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How Financial Services Provider Achieved Significant Contact Reduction With Synthetix Tools

Áine McInerney — Mon, 14 Mar 2022 17:11:55 +0000

Case Study Synthetix began working with one of the UK’s leading Financial Services providers in 2014, with goals to deflect routine queries to self-service channels and enhance CX. Since then they have implemented our CX suite including FAQ tools, chatbot, live chat and SEO-friendly help centre. Download Case Study PDF Company Profile 1,500 Employees 2.5 […]

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Knowledge Management Best Practices

Áine McInerney — Sun, 13 Mar 2022 10:46:47 +0000

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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