New application of online knowledge-base for Yorkshire Building Society24 August 2012
Yorkshire Building Society has once again turned to Synthetix to develop a service designed for their recently launched online secure messaging centre. Known as the Synthetix knowledge-widget, it was placed on the Yorkshire Building Society website in September and is now being rolled out to other Yorkshire Group websites.
When customers are in need of help online within the secure area, the Synthetix knowledge-widget, part of the multi-channel customer service software suite from Synthetix, allows them to choose what category their query is concerning; the system then offers a series of ranked FAQs enabling the customer to self-serve, saving both time and effort. The widget has its own set of analytics allowing the Society to fully understand the nature and frequency of questions asked via the service and therefore be able to offer more detailed answers via the faqtAgent self-service system in the future.
The Synthetix knowledge-widget was specifically created to enhance customer experience by ensuring that customers find the correct answer to their query as quickly as possible without having to call or send an email. By embedding it into the contact form the customer always has the option of submitting a secure message to the Society for a member of the team to respond to directly.
Steve Finch, eCommerce Strategic Development Manager, said 'The Yorkshire has been through a period of substantial mergers and acquisitions. Delivering excellent service, while managing the cost of growth is highly important to us. Synthetix have again helped us to deliver a great self-service solution to our rapidly growing base of online customers, while at the same time managing contact volume and the pressure on our call centres driven by that growth'.
'We have really enjoyed working with the Society over the past 7 years, especially when presented with a new challenge to help their customers online. The addition of the knowledge-widget compliments the other services that YBS utilise from Synthetix.' said Alastair Taylor, Commercial Director, Synthetix Ltd.
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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.
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