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News Centre
Synthetix customer service solution helps water utilities deal with a 300% increase in web self-service traffic12 June 2012
The recent rainy weather sweeping the UK hasn't just created a problem for the organisers of the Queen's Jubilee celebrations, but also for the call-centres of water utility firms up and down the country.
Call centres have been inundated with enquiries from the public concerned with rising water levels, overflowing drains and the risk of flooding.
Water utility websites, too, have seen an increase in traffic, with customers seeking quick answers to their questions before picking up the telephone. Synthetix supplies an online customer service solution faqtAgent to water companies. FaqtAgent is a searchable FAQ database which empowers the public to seek answers without having to call their local provider's helpline. The Synthetix analytics system has shown that traffic to water utility faqtAgents has risen threefold, on average, over the last week, as customers search for information. It's not just drains and flooding that preoccupy the general public - one of the top enquiries is whether the hosepipe ban is still in force!
Normally, the users of web self-service will ask questions about their utility bills, payment arrangements and house moves.
Peter McKean, Managing Director of Synthetix, said: 'We know that seasonal weather will always create an influx of calls into water company call-centres. That's when web self-service proves most useful - answering customer questions on the web before they phone in and taking some of the load from agents, saving the public's precious time and reducing the overall cost of customer service.'
Synthetix is the leading supplier of customer service solutions such as web self-service knowledge-bases to Britain's utility firms and work with regional water companies including Wessex Water, Welsh Water, Northumbrian Water, Yorkshire Water, Southern Water and Veolia Water. Synthetix is a multi-channel provider, helping clients serve answers to their customers over the web, mobile phones and social networks, as well as in the call-centre.
Find out more about Synthetix faqtAgent and other customer service solutions such as liveChat software, Virtual Agents and call centre knowledge-bases.
« More from the Synthetix News Centre
About UsSynthetix 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.
Press Contact:
Adam Ashcroft, Synthetix.
adam@synthetix.com
Tel: +44 (0)1223 393508
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