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.
Before you ask, no, I don’t have sunstroke. Each year, somehow, at the start of Autumn, most of us think, ‘Where has the year gone?’ Everywhere we go, marketing efforts for the next big seasonal holiday or seasonal event, has us questioning if the earth might be spinning slightly faster these days.
And in this madness, marketing appears to snowball once competitors catch wind of efforts to be the first to alert customers to the fact that we only have 110 days left to shop before Christmas. (Yes, really)
However, today’s customer is complicated. Technology has not only changed the way we receive marketing messages, but how we communicate, shop, complain, live.
Supercomputers in our pockets, smartphones, not only have more than 30 percent of the UK adults using it within five minutes of waking, but according to MEF research, 14 percent of smartphone users shop on their device whilst watching TV. M-commerce sales – purchases on tablets and smartphones – grew by 57 percent between June 2014 and June 2015 according to IMRG Capgemini e-Retail’s Sales Index.
And when customers brave the crowds to shop in-store, powerful wi-fi connectivity and 4G networks within modern day malls ensure smartphone users can browse retailers’ websites, book click-and-collect pick-ups, price-compare with ease while they shop.
But consumers don’t want to feel like just another bauble on a Christmas tree. They want personal, sparkly, connected experiences regardless of channel. The best designed website in the world will mean nothing if customers can’t find knowledgeable answers to questions they might have about products, delivery or support.
So how do you find the ideal mix of service channels for your customers?
Many organisations have gone digital in a bid to satisfy customer expectations for ‘always there’ real-time service, but many still struggle to turn multi-channel customer service into sophisticated and effective omni-channel service delivery.
No brand gets worshipped by accident – there is a lot of work that goes into wooing and retaining customers. Organisations that can deliver a customer focused culture over a sustained period will surely outperform their competitors over the longer term.
Amazon appears to have nailed the core element of retail. Comprising of three prickly areas: simple checkout and paying without queuing; searching and finding products in one place online; and getting assistance.
Identifying the ideal mix of live service, self-service and proactive service is challenging, but having the right technology to support customer experience efforts could be key to breaking the silos between channels, e.g. having an integrated knowledge-base across your contact centre and customer facing online channels.
With Halloween the next holiday already occupying precious floor space, we would like to invite you to a customer focussed event about the complexities of today’s customer relationships and how to adjust your service strategy accordingly.
The keynote by Megan Neale will be followed by smaller table discussions/workshops; giving you the opportunity to debate the specific challenges you’re facing with other like-minded professionals.
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 …