Exceptional Customer Experiences Start With
Online Customer Service From Synthetix

Multi-Channel Online Customer Service In The Cloud

Synthetix is a leader in multi-channel, online customer service. We have worked with many of the world’s best known brands, transforming their online customer experiences using our web self-service and contact centre technologies.

A complete suite of attractive, integrated customer contact tools

Refine your online customer service into exceptional customer experiences with the suite of our unique online customer contact tools with comprehensive reporting, analytics and editorial control.

Self-Service Cloud

A natively developed suite of self-service digital channels within a single customer experience platform. Proactively present customers with the information they need at each stage of their online journey.

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Contact Centre Cloud

Scalable and reliable cloud-based, customer service contact centre technology without the need for labour intensive IT interference, which helps deliver value at every user interaction.

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The power behind leading brands

Since 2001, Synthetix has helped to deliver great online customer service experiences for many of the world’s best-known brands.

All Synthetix services are cloud first and Software as a Service (SaaS), delivering customer service solutions to all customer touchpoints across both public and private sectors.

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You're in safe hands

We've built a world-class architecture in the cloud, designed for extreme scalability and resilience. We partner with Amazon AWS - the world's leading cloud provider, to globally offer a secure, high-performance, load-balanced architecture.

With end-to-end HTTPS, IP restrictions and data protection rules that exceed PCI compliance requirements - Synthetix is the only online customer service vendor to have been awarded both ISO 9001 and ISO 27001:2013 certification. Our comprehensive accreditation to these internationally accepted standards demonstrates our dedication to delivering quality in everything we do and to keeping your data safe.

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What's new?

Watch this space to register for one of our best-practice thought leadership events and exclusive collateral that has helped deliver improvements across all aspects of people, process and technology within the customer experience industry.

A guide for serving customers seamlessly and effectively through all channels

Download our special edition ebook or request a printed copy to help you to deliver more efficient online customer service at every customer touch-point.

A guide for serving customers seamlessly and effectively through all channels. explore

Register for our latest best-practice thought leadership events

Join us in boldly going where no man has gone before at the Leicester Space Centre this March for an unforgettable CX event.

3 March, 2016 explore

Latest blog posts from Synthetix

We love to share. Read more of our thoughts about the latest reports and insights within the customer experience and customer service industry - no registration required.

The Next Frontier

Euston we have a problem

Neldi Rautenbach Neldi Rautenbach Thursday 4th February 2016
Did you watch Tim Peake conduct his historic spacewalk? Since the start of Peake’s sixth month mission on the International Space Station for the European Space Agency, it occurred to me how much space travel, in the 20th century and today, is still considered the next frontier. Equally, customer experience today is a competitive race and a key differentiator for businesses. Satisfying customer experiences not only attract and retain customers, they also increase revenue.

When Neil Armstrong, Michael Collins and Buzz Aldrin set out to land on the moon, the Apollo 11 computers had less processing power than a mobile phone. During that same time, customer service was limited to landline calls, letters, fax or in-store visits. Then came the web and the world suddenly became a lot smaller, more connected and busy.

Euston we have a problem

Having just received another automatic update from Virgin Trains for travel information it appears Euston (that’s the UK train station) really has a problem with overrunning engineering works. How did we ever survive without customer service technology – technology that not only assist customers in finding information fast, but could also prevent an influx of calls into a contact centre?

The value of what customers spend online is increasing, resulting in an increase in the number of orders, parcels, returns and the pressure on customer service departments. On our ‘always on’ planet, customers expect instant, right answers to questions on a range of products, services, bills, or where their orders might be.

Technology is empowering and advancing both customer behaviour and their customer service expectations, requiring brands to push the limits on what they can do and what can be accomplished. However in reality, many brands are finding it hard to move forward to deliver out of this world customer experiences.

Mission Critical

I wonder how many attempts failed before Neil Armstrong took the first ever step on the moon. How long did it take to find the right combination of technology, dedication, attitude and people to finally push through the limits and win the race that had America make history?

The same principle could be applied when trying to enhance customer experiences. Investing in a good customer service strategy combined with having the right technology in place, is key to having a competitive advantage, but it doesn’t stop there. Pioneers don’t get stuck. They continuously move forward. Just because you were successful in one mission doesn’t’ mean you can relax.

Customer service/customer experience pioneers like Jeff Bezos has just taken the crown from John Lewis (well known as the best British company for customer service). According to the semi-annual index from the Institute of Customer Service this is the first time in seven years that John Lewis has toppled out of the top three places to sixth, with Amazon moving into first place.

And others are taking notes from Amazon’s passion to deliver customer satisfaction. Cineworld was the highest riser among the top 50, increasing its score by eight points, climbing 115 places to the 50th slot. Jaguar added 7.2 points to its score, rising 110 rungs to 34th place, while GiffGaff improved its score by 6 points and climbed 84 places to number 27.

“Often unencumbered by legacy systems and processes, challenger brands are gaining on their larger competitors by offering straightforward, personal, seamless and quick service experience,” said Jo Causon, chief executive of the Institute of Customer Service. “This is reshaping the competitive environment around customer service and removing barriers to entry to create a real opportunity for smaller organisations to succeed against larger rivals.”

Beam me up Scotty

At 86 years old, Buzz Aldrin, the second man to walk on the moon, in an interview once said’ “We should go boldly where man has not gone before. Fly by the comets, visit asteroids, visit the moon of Mars.”

When it comes to customer experience, brands too should not look back. If they want to succeed and profit they can’t stop now and say that’s good enough. “A ‘one size fits all’ customer experience is delivering diminishing returns and diluting valuable customer relationships,” says Jo Causon, ICS Chief.

Emulating great customer experience might appear alien for companies who have neglected their customers for years. Fear not, as Synthetix has created a special edition, free 30 minute read page turner to enlighten and awaken Multi-Channel Online Customer Service to humanity. Just click here to download the eBook or request a printed copy.

And for those of you following British space traveller Tim’s mission – he finally shared a video on Facebook of himself answering the most popular question about his journey. “Take the cap off, turn on the fan and the air flow keeps everything going down the pipe,” he says, holding up a tube connected to a special space toilet.

“Simple as that.”

Imagine that….

No need to get your CX into a tinsel twist

Online customer service

Neldi Rautenbach Neldi Rautenbach Tuesday 26th January 2016

Festive online customer service?

‘Buddy the elf, what’s YOUR favourite colour?’ For even the most festive of us, who loves Christmas, sometimes the festive season can feel a bit overwhelming. With bargain hunters sad that Black Friday and Cyber Monday are ghosts from a Christmas past, retailers are gearing up for the next big event on the Christmas calendar, Boxing Day.

But we are not rushing to the glittery tinsel tantalising shop windows on the seasonal High Street. We are spending our time online, choosing to shop via the internet, doing our research, hoping to find that perfect gift – or at least something that won’t need to be exchanged or returned in the New Year.

With the Christmas season starting earlier each year it’s no surprise that Boxing Day sales too, have started as early as mid-December this year.

It’s beginning to look a lot like Christmas

Experian-IMRG expects 2015 UK online shopping figures for November and December figures to exceed £27bn. That’s up by 37 percent from just three years ago. And Verdict Retail forecast 44.9 percent growth in online spending over the next five years as it becomes a bigger proportion of all our shopping.

According to Google, 2015 has been the most connected holiday shopping season ever. 78% of consumers reported that they researched their shopping on the net with a further 40% of consumers doing their shopping online. And big money was spent through small screens as 53% of consumers who shopped online, did so using their smartphones or tablets.

Stuff that turkey

As the value of what we spend online increases, so does the number of orders, parcels, and pressure on customer service departments. Being prepared for this online shopping phenomenon will be paramount to the success of an organisation, with almost one in four of this year’s online orders being placed in November and December.

Shocking figures from last year however, show UK retailers and logistics firms caught off-guard by this spike in online traffic – as shoppers held off buying until the last minute, still expecting to have good customer experiences – which resulted in delays, bottlenecks and thousands of disgruntled online consumers.

All I want for Christmas is a good customer service strategy

Investing in a good customer service strategy combined with having the right technology in place, is key to having a competitive advantage (and to prepare for the onslaught of customers eagerly wanting instant answers to questions on a range of gadgets or where their orders might be) helping to ease the pressure on contact centre agents, having to deal with an influx of enquiries via phone, web chat, e-mail and social media channels.

Our gift to you …

Christmas provides an opportunity for retailers to build consumer loyalty and trust if managed correctly. So Synthetix has a little pre-Christmas gift for customer experience advocates, the page turner that is ‘Multi-Channel Online Customer Service For Dummies?’

This book will help guide you to:

  • Understand the challenges delivering effective online service creates
  • Get an overview of the tools available to meet those challenges
  • Discover the must-haves you need for effective implementation

Black Friday

Is your customer experience ladder about to fall?

Neldi Rautenbach Neldi Rautenbach Thursday 14th January 2016

The countdown to the shopping fever that is Black Friday, 27 November, has started with some of the UK’s biggest retailers launching deals 3 weeks ahead of the actual big day. But this ‘official’ start of the Christmas shopping season in the UK will not be the only ‘Black Friday’ putting pressure on staff in-store and within contact centres, increasing stress on retailer’s customer service departments.

Very superstitious
November 2015 boasts two Black Fridays, Friday the 13th – considered an unlucky day in Western superstition – and 27 November with Cyber Monday close on its heels as the busiest online shopping day of the year on 30 November.

Calling a Friday ‘Black’ could not have more different meanings in this month. For an estimated 21 million people in the US living in fear of Friday the 13th, the colour has a negative connotation. However for retailers traditionally, profitability is noted down in black, while losses are noted in red, and with some people so paralyzed by fear that they avoid their normal routines – swopping their instore to online shopping, while others frantically look for online bargains and comparisons – the two ‘black’ Fridays for retailers, represent positive profits.

The writing’s on the wall
A good customer service strategy can be a competitive advantage during these peak times and the impact substantial to the success of a retailer. However, Black Friday also coincides with retailers hiring of Christmas staff, who may be new to the job and not used to having to deal with an influx in customer contact.

Customers have their favourite brands, but generational attitudes to shopping will require retailers to have a clear and consistent multi-channel customer service strategy in place as customers expect retailers to be prepared with the same levels of customer service during peak shopping season as during quieter times.

As customer interactions escalate during this busy period, it’s shocking that some retailers are still caught off-guard as shoppers hold off until the last minute still expecting to experience good customer service. How is your ‘bricks and clicks’ strategy, that will allow consumers to browse, buy and self-serve, using the most convenient channel for them, right up to the last minute dash?

Well, at Synthetix we don’t believe in superstitions but just to be sure, we’re rubbing our rabbit’s foot (which he loves after a hard day of carrot farming), throwing salt over our shoulders and offering you our very own special pre-Christmas gift to download or be one of the first people to receive a printed copy of ‘Multi-Channel Online Customer Service For Dummies.’ Will help guide you to:

  • Understand the challenges delivering effective online service creates
  • Get an overview of the tools available to meet those challenges
  • Discover the must-haves you need for effective implementation

And just a heads up – Next year’s Friday the 13th will be in May …