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 summer is winking at us through the grey British clouds, retailers are dedicating large store sections to everything barbeque/picnic related and somewhere in our cupboards swimwear waits be dragged from their 8 month wintery slumber to bravely cover our pale looking - ‘I need to hit the gym more often’ - bodies.
Isn’t it strange how we look forward to summer and sunshine, but dread it when it’s here, because somehow we’ve been caught out, not ready to have our flesh on show?
And just like the approaching summer, business leaders are aware of “multi channel” and “omni channel” but few brands are actually taking necessary steps to offer a more seamless and consistent customer experience. They tend to think that by simply investing in multi-channel technology, customer experiences will be sunny and rosy – well, that’s a bit like going to the gym once, thinking that you’ll be ripped when your session is over.
As technology advances and customer expectations climb, the way brands engage with customers need to change. During a recent workshop – with well-known UK brands – it became clear that consumer uptake of new communication channels has put pressure on companies to include digital channels as part of their customer service strategy. But shockingly most brands’ understanding of the customer journey was limited, not understanding whether individual channels were fit for purpose, or how they relate to one another, which had them investing in new channels without a coherent and integrated set of metrics.
It became clear that multi-channel is a reality in today’s contact centres, but as an industry, it needs a ‘regimented plan’ to get that ‘beach body’ strategy right.
In the past, contact centres focused their agent success metrics on lowering average call handling times (AHT), however growing discussions point that this measurement, leaves too many customer issues unresolved.
Customers want ‘first contact’ resolution, which is why customer service strategies need to be developed across multiple channels and not just focus on average call handling times.
But with a rise in many businesses providing alternative contact channels to their customers, why are their contact centres still flooding with phone calls?
A lack of consistency and continuity across engagement channels seem to be the main culprit. Multiple contact channels not feeding into the same knowledge-base can stump ‘first contact’ resolution. And without the right ‘technology diet’ in place to support customer service delivery, businesses will continue to fail, to meet their customers’ expectations. Having a well implemented customer service strategy with a centralised knowledge-base at its core, is key to meeting the following challenges facing companies wanting to become lean, not mean, exceptional customer experience machines.
Why not visit the download section on our website where we can offer insight for developing your customer service strategy such as:
- Improving first contact resolution
- Offering consistent omni channel customer service
- Improving operational and service cost efficiency
- Increasing customer satisfaction & loyalty levels
Synthetix HQ, Stansted, UK, 14 April 2016 – Synthetix welcomes the announcement by Mark Zuckerberg at the F8 conference in San Francisco regarding Facebook’s Messenger app allowing users to converse with businesses and brands through chatbots.
With ‘Omni-channel’ the buzzword within the customer service industry, Synthetix is delighted at the adoption of chatbots and messenger platforms as a powerful new interactive customer service channel.
Microsoft, too, announced their offering of chatbot framework to build and connect intelligent bots to interact with users using NLP (natural language programming) from text/SMS to Skype, Slack, Office 365 mail and other popular services.
Today, Synthetix is announcing full support for both Facebook and Microsoft’s API efforts, connecting with Synthetix’s popular automated FAQ and contact-centre omni-channel platforms. Clients with Synthetix SocialAgent - Natural Language FAQs within Facebook, will be offered a Messenger bot connecting to the SocialAgent customer-service knowledge-base as a free upgrade. Additionally, bots will be able to seamlessly escalate automated customer dialogues to live agents, for customers of Synthetix ContactCloud – the omni-channel agent desktop for customer contact.
A leading player within the online customer service SaaS arena, Synthetix has been building chatbots since 2001. Always looking to take online customer service to the next level, it’s no coincidence that their latest API tools (SYNAPPS) support both Microsoft and Facebook’s bot frameworks, which will open up new opportunities for businesses to expand their online customer service technology strategy and support customers directly without shifting them to channels such as phone and email.
Operational metrics and analytics within SYNAPPS will deliver insights into how the chatbot applications are performing.Peter McKean, Managing Director at Synthetix says: “Synthetix is leading the world in customer service innovation with our unique knowledge-base, customer contact platform and incredible APIs. Today’s announcement of support for Facebook and Microsoft’s bot frameworks strengthens our position as a leading omni-channel vendor with a commitment to support new customer contact channels as soon as they are available.”
The team at Synthetix is quite a brainy bunch. Asked for my thoughts on the ‘string theory’ during my first lunchtime, it was clear that anyone visiting Synthetix, could learn something new and interesting on any given day. Our very diverse team of people each bring their own flavour of ‘brainyness’ to Synthetix, discussing anything from quantum physics to mystical creatures.
We even have a resident Doctor (the PhD kind, Georgette Taylor who has not only won a Partington Prize and published multiple times within the realm of Science (Studies of the History of Science, History and Philosophy of Chemistry and History of Chemistry), Georgette is also an accomplished wildlife photographer.
And it was a recent discussion regarding some amazing facts about the human brain that had us eager to participate in the ‘2016 Wear a Hat Day’. Wearing hats sounded like a fun way to raise money and awareness for brain tumour research and offered another chance to discuss the organ which has amazed and baffled people throughout the ages.
We hope you enjoy our fashionable head gear. Should you want to help fund the fight against brain cancer or for more information visit – www.wearahatday.org