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.

The Synthetix suite of customer contact technology integrate with most popular CRM systems (e.g. Salesforce), contact centre platforms, agent desktops and customer service channels

Boots Esure Virgin Holidays Yorkshire Building Society (YBS)
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Deliver great integrated Customer Experiences with our APIs

Join our development community and build incredible powerful online customer service applications using our comprehensive RESTful APIs for natural language knowledge querying and live chat.

Whether you are building an integrated FAQ system, a native mobile application, adding real-time FAQ matching to a CRM package such as Salesforce or building a unique chat tool to communicate with customers, our SYNAPPS APIs will accelerate the process, turning months of work into days.

See the Pen API Server Call by Synthetix (@synthetix) on CodePen.

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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 - 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.

Webinar: Delivering serious ROI through intelligent assistants

In this webinar, Opus Research and representatives from Synthetix, outline:

  • Differences between glorified FAQs and intelligent assistants
  • Choosing the right technology to enable ROI
  • How to build a successful business case
  • Real-world lessons learned from an intelligent assistant case study


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Virtual Agents for Dummies

A guide that cuts through the digital noise providing insights that could only come from experts who have been doing this kind of thing for years.

Download our special edition ebook or request a printed copy to help you to deliver exceptional customer service. Explore how Virtual Agent fits into the overall omni-channel customer-service strategy, as one piece in a bigger picture.

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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.

Satisfy and delight customers

Delivering rockstar customer experiences

Madison Malin Madison Malin Wednesday 18th October 2017

Time, what an interesting and both terrifying concept. Rockstar physicists like Einstein and Sean Carroll had some interesting theories about the fabric of time, however time is something we appear to have less of. Time has become a pricey commodity.

Clock watching

No-one likes waiting. Untimely responses to customer queries are one of the hallmarks of poor customer service and precious time wasted.

It’s no surprise that respondents in a recent study by CMO Council /SAP Hybris showed that speedy and accurate responses was considered the most important attribute of customer experiences.

Rewind

We can’t hand you the keys to the DeLorean that offer second chances on improving bad customer experiences. We can however, offer some advice to get ‘back to a bright future’ filled with delightful customer experiences.

Tick Tock

With time of the essence, web self-service can be a powerful channel to enhance speedy, yet accurate answers to queries. It’s shocking how many businesses are yet to invest in this channel and the vast amount of contact centres that still rely on legacy systems (from sticky notes to manuals).

Having knowledge at the heart of your business; integrating knowledge across your website and within the contact centre will empower both contact centre agents and customers to get accurate responses quickly.

An agent knowledge-base will ensure that contact centre agents have access to up-to-date information at their fingertips, whether they are assisting customers via live chat, over the phone or email. Utilising a Natural Language Processing Engine, each key press triggers a search for the most relevant answer/s to a question.

And on your website the knowledge-base will ensure frequently asked questions can be answered quickly and consistently. The analytics of the FAQ self-service tool delivers valuable insights into trends, as the knowledge of knowing what customers are searching for will allow businesses to predict what they might ask next.

Wrestling with complex interactions and static budgets, web self-service can save time, enhance customer satisfaction, and save money. What’s not to like?

Below are some links to whitepapers and infographics which will allow you to discover some of the powerful benefits you might be missing by not investing in self-service.

Sink or swim for water companies

after BBC reports on phone complaints

Neldi Rautenbach Neldi Rautenbach Thursday 28th September 2017

SIM scores predicting sink or swim for those within the water industry?

It’s not just the global weather causing a storm of reactions this week.

The BBC today reported that the number of phone complaints to UK water companies to resolve water issues, went up by more than 40,000, although the written complaint numbers fell by 11% to less than 100,000.

The complaints body, the Consumer Council for Water that conducted the research, says that the water industry needs to work harder to improve. However, the UK Institute of Customer Service reports that the utility sector had the most improved customer satisfaction scores above any other industry in the UK. The UK Customer Satisfaction Index shows that customers are more satisfied with the utilities sector than they have been in over nine years. And water organisations scored higher than energy businesses.

Service Incentive Mechanism (SIM) scores introduced by Ofwat, to provide a robust comparable measure of consumers' experience and how satisfied they are with the overall handling of their recent contact with their supplier, are an interesting read, especially when dealing with complaints. It states that customers tended to be significantly more satisfied with the handling of billing enquiries than either clean or waste water queries and that customers who contacted their water company online were more positive than those using other channels, particularly letter or email.

Why is it then that the picture looks a little skewed? What’s really happening within the water industry? Is it merely a case of ‘good news doesn’t sell so well’ or is there something more to it?

Delivering a high quality round-the-clock customer service isn’t easy within any industry. Customers expect to contact companies when they want and through a channel of their choice. The water industry faces another challenge though. Water supply and sanitation has been a primary logistical challenge since the dawn of civilisation. However, how many of us – there are 66, 269 374 people currently living in the UK - spare a thought to the privilege of sanitation and fresh water before we open a tap or flush?

Most of the 18 water suppliers in the UK have invested in technology across new channels to help address customer queries in optimal time. Yorkshire Water pointed out that not all customer calls are complaints, and that it recently introduced a call-back service where customers can book 10-minute-long appointment slots instead of waiting on hold, or can contact the company over Facebook or Twitter.

With comments on the BBC article drowning water companies in more bad light, what considerations could be made to enhance their customer service delivery strategy?

Technology in place to support contact centre staff:

  • Will customers calling out-of-hours receive a poorer quality of customer service and is there another channel by which they could answer their queries?
  • Are all contact centre staff up-to-date with the latest information and how is this maintained through technology?
  • When staff shifts change, does it affect the transfer of knowledge – how is this communicated?

Out of office customer enquiries:

  • Should phone lines only be open 8 hours per day – are customers able to self-serve answers to their questions quickly and easily through the website or other channels?

The most effective/popular/convenient contact channels for customers:

  • The contact centre is only one contact channel available for customers – dependent on the nature of the enquiry, would it benefit the company and customers to handle enquiries across other channels like live chat, a virtual agent/chatbot or social platforms?

Customer feedback and complaints:

  • Quickly and efficiently responding across contact channels to customer queries is key - is there a mechanism in place to monitor customer feedback to improve the quality of products and services and level of response in the future?
  • Ofwat scores satisfaction high if a customer’s query is resolved or not considered to be a complaint.

Customers are exercising their power to switch to competitors when they are not happy with the service they receive, however unless you’re a business customer, switching your water and/or sewerage supplier is not yet possible. However, it is good to know that water companies are taking customer service seriously and are making efforts to improve.

Synthetix has collaborated with the trusted brand Wiley to share some insights into multi-channel online customer service delivery in the mission to deliver omni-channel customer experiences. Download or request your copy here >> http://www.synthetix.com/resources/multi-channel-online-cs-for-dummies

Are Bots The New Gold Rush

Or losing its sparkle?

Neldi Rautenbach Neldi Rautenbach Friday 22nd September 2017
Don’t we all just love and want the latest technology craze, to be part of the buzz created by the latest gadget or tech? And isn’t it interesting how our personal preferences affect the decisions we make within business too, not wanting to be left behind, we sometimes invest in cool tech or software just because it’s the hype of the season?

Bot fever

The sheer number companies that have invested in bots as a new channel for customer service has the industry in a frenzy, comparing it to the likes of the goldrush. This is intriguing, as brands are not usually so quick and willing to experiment with customer engagement through a new channel. 

Facebook reports that more than 33,000 chatbots have been created on its platform. Respondents in a study by Business Intelligence - when asked which emerging technologies they were using and which they intended to implement – had 80% say that they already use or plan to implement chatbots by 2020. In addition, 42% of participants stated that automation technologies will most improve customer experience within sales, marketing and customer service.

The reason for this may be because basic AI has become such an integral part of our lives. In fact, most people would find it difficult to imagine living without smart devices, informing us of how long it might take to get to work, the weather or what music we might like to hear.

So, with bot technology the ‘golden’ opportunity the industry has been enabling us to do away with web and app communication interfaces, what does this really change and why should you care? Will bots make other customer contact channels redundant and how essential is it to invest in this new framework?

Fool’s gold?

Once gold is found, hundreds of thousands flock together to share in its delights. However, Fool's Gold which invariably appears under the same conditions as gold, has often caused heartbreak with it being mistaken for the precious metal. With every other start-up claiming to be a bot expert, it’s not difficult to get caught up in the hype surrounding AI. But here’s the thing. Although natural language processing refers to one of the methodologies under AI, not all NLP technologies are classed equally. In fact, there are big differences between an intelligent FAQ search engine, chatbots and virtual agents.


Businesses wanting to include this technology in their customer experience strategy might first want to consider not ‘HOW’ to invest, but rather ‘WHY’.

Why not download some gold nuggets (whitepapers) which could help determine if you should invest in bot technology in the first place?