Latest blog posts from Synthetix
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AUSTIN, TEXAS, July 25, 2016 — Businesses having to deal with peak influxes of customer contact will find the new partnership between Synthetix Ltd. and Trusource Labs LLC, uplifting. Although both companies are relatively new players in the US, this partnership is set on expanding their already phenomenal global growth.
Austin start-up, Trusource Labs LLC, has grown to 550 employees in just three years with revenues set to reach between $32 million- $34 million this year.
Led by co-founder Alton Martin, this innovative contact center business specializes in empowering technology customers with connected tools to resolve their own tech issues. “Our model is constructed with built-in tools and technology so they don’t need us. If we never take another phone call and customers are happy we win. Customers don’t want to call to solve a problem. They want to solve it themselves,” Martin says.
The integration of Synthetix SaaS technology, with the superior tech support services and corporate help desk solutions from Trusource, is a natural match offering companies a radical departure from traditional customer support and pricing models.
Synthetix Ltd, an innovator in online multi-channel customer service software, believes 'pay per visitor' billing or session pricing is unfair. Its flat-rate price model is not based on how much the knowledge is accessed, but rather the amount of data within a client’s knowledge-base. So there are will never be another unwanted bill during a seasonal spike or unexpected increase in visitor levels.
Alastair Taylor, director at Synthetix says, “Why should companies be penalized during times of trouble? We look forward to seeing this technology-enabled customer engagement partnership deliver customer satisfaction and high Net Promoter Scores without the traditionally high volume-based bill attached to it.”
Thursday 23 June was an eventful day in the UK - flooding, train travel nightmares, voting in or out and our customer experience event at London Zoo.
The Omni-channel Online Customer Service | It’s A Jungle Out There was a thought provoking, insightful day spent alongside Customer Experience Advocates and Industry Leaders.
Vinay Parmar, Customer Experience Director at National Express, revealed how the adoption of multi-channel online customer service in the National Express contact centre has impacted on first contact resolution rates, customer satisfaction and revenue.
Mandeep Kwatra, Vice President Global Solutions & CX Strategy Leader for HGS, expressed how Knowledge should be the DNA for companies wanting to excel at delivering multi-channel customer experiences. And during our workshop, it became clear that for many companies, omni-channel customer service is still only an aspiration to work towards to, not yet a reality.
Attendees left with plenty of food for thought and some creepy crawlies too, with enough time to vote, in the now historical, referendum.
With the referendum flooding the airwaves like the British weather, like many we were shocked at the results. Without going into politics, we gather from comments and surveys about the referendum, that Brexit will surely impact on many working within outsourcing and in particular the contact centre industry.
Customer service is an essential part of contact centres, and with uncertain times upon us, delivering exceptional customer experience to customers in channels of their choice, could be challenging for brands and businesses aiming to increase customer satisfaction whilst also reducing their cost-per-serve ratio.
But it doesn’t have to be.
Unlike the unexpected outcome of the referendum, businesses can prepare themselves for an influx of inbound customer contact by having a clear strategy in place. Most of the time there are smarter approaches than simply employing more agents during busy periods – which is expensive and time consuming to implement effectively. In fact, according to a March 2015 report from Gartner, two-thirds of customer service interactions will not require the support of a human intermediary by the year 2017.
Having a strong self-service strategy can reduce operational costs, drive personalised customer experiences, and increase engagement. Most importantly, having a cohesive knowledge-base across multiple contact channels such as live chat, self-service FAQs and in the contact centre, is essential to deliver fast, consistent and correct answers, ultimately delivering superior user experiences – rapidly allowing users to find what they are looking for.
Self-service as a channel can be accessed 24/7, an RSS feed can push frequently asked questions to be shown first, simple to use and navigate - as its driven by NLP - and users don’t have to queue to use it. Should a customer require further assistance, channels like live chat or dynamic intelligent web forms could offer additional support.
Self-service certainly gets the ‘yes’ vote from us.
Why not attend our next Halloween Special event to see first-hand the positive impact this channel has had for our customers?
For the facts, more information and to vote, we mean register, click here, if you dare …
Every time I turn on the news, Rio appears to feature in the headlines. The most visited city in the Southern Hemisphere, Rio is not only hot for most of the year, but seems to be the cause of more than a few hot flushes with regards to the 2016 Summer Olympics™.
As Rio prepares to host the Olympic Games, the media has not been kind in painting a disastrous outcome for the 2016 Games. Many businesses today can associate with Rio’s struggle and pressures to deliver on the world’s expectations of hosting this event meant to transpire Brazil’s emerging market into that of a developed economy.
The 2016 Summer Olympics were awarded to Rio de Janeiro on 2 October 2009. Isn’t’ it strange that somehow they were still caught out by the sheer scale of the event, the preparations, funding and workforce needed to meet the deadline in August this year?
Unfortunately in business, not delivering on customer expectations can be THE game changer with digital channels making it easier for customers to research and switch to competitor offerings. According to recent Gartner Survey – From 2016, 89% companies expect to compete mostly on the basis of customer experience, versus 36% four years ago.
So what can we learn about delivering on customers’ expectations especially with regards to customer service from the 2016 Summer Olympics™?
Customer experience heptathlon
It’s challenging to deliver on customer expectations is when a brand’s understanding of the customer journey is limited. This might have businesses investing in a multitude of customer contact channels to cover all their bases without a clear customer service strategy to support it.
When training to take part in a heptathlon, athletes have to have a clear strategy to perform well in each event. They understand that training alone won’t get them optimum results. They need to know exactly when to reserve their energy to not overstrain their muscles, as well as which foods and in which quantities they need to consume at specific times. Only by integrating this knowledge into their training, might deliver them a medal.
This applies to serving customers over multiple channels. Not understanding whether specific channels are fit for purpose, or how they rely on one another will have brands missing the opportunity to create a lasting competitive advantage.
Knowledge is key to delivering consistent and correct information. With a centralised knowledge-base at its core integrated across contact channels such as a website, mobile, social and on agent desktops, quick and accurate customer support even during an influx in demand can be delivered efficiently.
Enter the professionals
The latest upsetting announcement with regards to the Summer Olympics™ makes another good point. Having amateur boxers facing pros, in the words of newly-crowned WBC world cruiserweight champion Tony Bellew, ‘is dangerous … To fight a guy with no professional experience is insane.’
Businesses that want to be classed as delivering superior, ‘pro’ customer experiences will have to engage their customers. A boxing tournament has to deliver on spectator expectations, which won’t be fulfilled with a knockout in the first round. They will need a clear strategy, supported by powerful integrated technology across channels and staff with a clear understanding of the objectives that need to be achieved.
To deliver on customer expectations, businesses should learn from Olympic athletes.
- Continuously review their customer service strategy, as even small changes can have a huge impact on customer experience.
- Integrate knowledge across all channels to ensure that information is consistent, accurate and quick to access.
- Have a clear strategy in place for the customer service technology they choose to invest in and understand that multiple channels should integrate with each other to create a unified view from the customer’s point of view.
Did you know that Synthetix supported LOCOG with the delivery of Web Self-service for the 2012 website, online shop, as well as their contact centre with an Agent knowledge-base?
Why not join us on 23 June, at London Zoo where our experts will share their thoughts on creating exceptional omni-channel like customer experiences? Simply visit this link to register for your complimentary seat.