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.

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 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 at the London Zoo this June for an unforgettable CX event.

23 June, 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.

If Delivering Customer Experience Was An Olympic Event

If Customer Experience Was An Olympic Event

Neldi Rautenbach Neldi Rautenbach Tuesday 14th June 2016

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.

Closing ceremony

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.

One Expects Omni-channel Customer Service

And One Wants It NOW

Neldi Rautenbach Neldi Rautenbach Wednesday 18th May 2016

Our Queen will shortly celebrate her 90th birthday again in June. Well, one wouldn’t be expected to celebrate just once now, would one? And it appears us Brits have royal tendencies too when online customer service is concerned.

New research from Lithium Technologies found that three quarters of UK adults expect their online enquiries to be resolved the same day. And if that didn’t make us sound a bit high maintenance, half of respondents stated that they would expect a brand/company to reply within an hour.

Millennials (aged 18 to 24) were by far the most demanding generation in the study, reflecting how tech-savvy generation Ys are driving up expectations in online customer service with 55% of respondents expecting a reply within the hour.

Calm down princess

Interestingly, the study revealed male respondents to be the more demanding gender when it comes to customer service, with 23% expecting an almost immediate response to a query, compared to 15% of women.

Forrester’s latest research also emphasise this need we have to get instant answers to our queries. It shows online self-service to be THE preferred channel for customer service over any other channel including phone and email.

Off with the headset

The concept of serving customers over multiple channels is not new. Consumers are no longer reliant on local businesses to meet their needs. The evolution of the internet alongside portable tech such as laptops, smartphones and tablets offers consumers a multitude of options to satisfy their shopping needs.

Enter the new challenge for businesses: Creating consistent and seamless customer experiences across multiple channels.

Companies that are looking to adapt to deliver omni-channel customer experiences recognise that mobile and social platforms have enabled consumers to quickly switch between channels and even use them simultaneously - E.g. Looking at a product review on their phone while they are in the store.

Get on your high horse

So we’ve put together another exciting, customer experience event focussed on best practice, proven strategies and tips for delivering omni-channel online customer service.

Register one’s complimentary seat now at London Zoo on 23 June and join the kings of the customer experience jungle.

Making Birthday Cake

And Eating It

Neldi Rautenbach Neldi Rautenbach Thursday 12th May 2016

Happy birthday to us!

Synthetix celebrates our 15th birthday today, in ‘human’ years. Those years … the awkward age where you're not a boy, not yet a man.  Spots.  Hair in all the wrong places, but at least your voice has broken.

Although this might not sound very old, the advances in technology over the last fifteen years, might offer a better perspective on why we are celebrating our minor milestone.

Can you remember?

  • When you needed to physically attach a phone line to your computer to access the internet?
  • Hotmail address were de rigueur; the gmail domain was owned by Garfield?
  • When a mobile phone had an antenna or cool flip screen, used primarily for well, phone calls?
  • Online shopping wasn’t really that popular and quite limited, especially when it came to payment?

What were we up to 15 years ago?

Since 2001, Synthetix has been at the cutting edge of creating online customer service technology. In fact, Synthetix were creating virtual assistants similar to Siri, Cortana and Google Now before they became the norm. It’s true, our Jabberwocky NLP technology has answered millions of customer questions by making sense of naturally (and sometimes really badly) worded questions. How ‘cool’ is that?

But Virtual Agents are not the cherry on our birthday cake today. Synthetix cloud technology has evolved to now offer Platform as a Service (PaaS), empowering developers to create their own powerful online customer service tools using our API (SYNAPPS) technology. How’s that for sprinkles on top?

Happy birthday Synthetix – have some virtual cake on us!