A web self-service knowledgebase provide customer insights for Southern Water9 May 2012
Following a competitive pitch involving three other knowledge-base systems, Southern Water selected Synthetix to provide a knowledge-base for web self-service. Southern becomes the seventh water utility company to choose a Synthetix solution. The company manages the collection, treatment and distribution of water in south east corner of England.
Visitors to the Southern Water website use Synthetix faqtAgent to answer queries twenty-four hours a day, seven days a week. The faqtAgent has been implemented to improve the customer experience and reduce routine inbound enquiries to the Southern Water contact centre and thus saving costs.
FaqtAgent allows the homes in the region to ask natural language questions about their water and sewerage service whilst also navigating them around the website.
Using customer insights to improve customer service
Southern Water are also using the Synthetix.info service to analyse visitors' wants and needs by looking at the questions they ask. The use of the session logs and analysis allow Southern Water to better serve both their online and offline customers. The session logs also allow the company to make sure that their knowledgebase systems always has the most up to date information.
How faqtAgent knowledgebase systems can help:
Automatically answering customer queries without having to phone or e-mail
Reducing CRM costs
Improving customer satisfaction
Providing a constant feedback mechanism for customer wants and needs
Providing a mechanism to optimise online and offline content
Find out more about Synthetix FAQ software and knowledgebase systems or download a faqtAgent datasheet datasheet.
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Synthetix delivers "knowledge everywhere" through an award-winning suite of multi-channel online customer service applications that enable organisations to publish searchable FAQ content on the web, social networks, mobile devices and in call-centres, with live agent chat completing the loop. Celebrating 10 years of business, Synthetix is both ISO 9001 and ISO 27001 accredited and recognised globally as a leading vendor of customer service solutions.
Adam Ashcroft, Synthetix.
Tel: +44 (0)1223 393508