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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 - 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

Artificial Intelligence – Virtual Agents, Chatbots or IVACustomer experience of the future?

Download our latest whitepaper shedding some light on the current status of AI, debunking the jargon and looking to the future of Virtual Agents in customer experience.

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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.

Customer Experience for the Festive Holidays

Get your reindeer in a row

Neldi Rautenbach Neldi Rautenbach Tuesday 6th December 2016

It’s the first day in December. The weather is turning colder and you can almost hear those sleigh bells jinglin', ring ting tinglin' … Or not? The months leading up to Spring could be compared to an advent calendar, with each day concealing an unpredictable event like stormy weather, a sudden spike in website visitors hoping to find a bargain or a social media avalanche of customer complaints about service.

With many businesses relying on holiday season sales to meet their revenue targets, customer experience can be the differentiator for consumers hoping their shopping experiences won’t add to their stress levels at this busy time of the year.  

Sleigh this way

Us Brits, spent more than £2bn using Visa cards on Black Friday this year. According to Visa, this figure is up 13 percent on last year with £1bn spent online alone. And the four-day period from Black Friday to Cyber Monday, had Britons spend a total of £5.8 billion - a 15% increase on last year, according to VoucherCodes.co.uk and the Centre for Retail Research (CRR).

But while many of our shopping choices will have been driven by low prices or savvy deals, how we are treated by retailers will not go unnoticed.

Retailers smiling after Black Friday and Cyber Monday might not be in the few weeks after Christmas, with each return of an unwanted gift or refund, impacting on their revenue targets. Zogby Analytics reports - in a survey of more than 1000 adults - the week following Christmas to be the time consumers are most likely to contact customer service.

And with access to a choice of channels through witch to complain, a fifth of the participants stated they would tell friends, family or broadcast it on social media.

But it’s not all doom and gloom. Customers also reward good service: One third of the participants would give positive feedback to a company, even shop more frequently with a company, and 20 percent would tell friends and family in person, on social media, or sign up for a company’s loyalty scheme.

Are you ready for the post-holiday rush?

At Synthetix, our retail customers such as Boots and Fortnum & Mason know all too well about delivering consistent customer experiences across channels especially during the post-Christmas influx of customer contact. In fact, we have helped many businesses transform their online customer service.

So seeing as its the season for giving,  we are offering you our very own special gift, the page turner that is ‘Multi-Channel Online Customer Service For Dummies.’

This 30 minute read will help guide you to:

  • Understand the challenges delivering effective online service creates
  • Distinguish between multi-channel and omni-channel customer service
  • Get an overview of the tools available to meet those challenges
  • Discover the must-haves you need for effective implementation

Black Friday, shopping spectacular

or Customer Service Nightmare before Christmas

Neldi Rautenbach Neldi Rautenbach Tuesday 22nd November 2016

Prior to 2010, us Brits shook our heads and despaired at the yearly scenes of our friends across the pond getting hostile over bargain televisions and designer goods. However, our love of online shopping and the rise of multinational retailers, quickly had us embrace this phenomenon ourselves. And so the countdown has begun to this Friday’s shopping extravaganza. Britain approximately spent £2bn in shops and online in just 24 hours last year. 

Despite a few years of supermarket aisles needing police assistance, these days Black Friday is a much more civilised affair. The benefits of online shopping, such as not having to brave the weather, crowds and queues has led to more customers shopping from the comfort of their own sofa.

However, empty aisles doesn’t translate to less tension placed on the customer service department, customer contact channels or contact centre agents dealing with the busiest shopping weekend of the year. Some of the nation's biggest shopping websites struggled to cope with the volume of online interactions, with John Lewis, Argos, Boots, Tesco and Game all crashing or suffering slow loading pages last year, which might be the reasoning behind them starting sales early this year.

These retailers have proved the importance of adjusting your ‘brick and clicks’ strategy to allow consumers to browse, buy or self-serve using the most convenient channel for them, right up to the last-minute dash. They understand that customer experience can change the attitude of customers towards their favourites brands, so it’s of utmost importance to deliver the same levels of customer service during peak shopping season to that of quieter periods.

It’s unbelievable however, that some retailers are still caught off-guard, unprepared for the escalation of customer interactions during this busy period and last minute shoppers still expecting exceptional service.

Many businesses will employ more staff in the lead up to Christmas as part of their customer service strategy. However, as many newbies will not have the same knowledge about products, refund or exchange procedures, like permanent staff, a clear strategy is required to maintain high levels of customer experience. Having the right multi-channel technologies in place to ensure right, consistent answers are delivered to customers regardless of channel, and to assist temporary and permanent contact centre staff, could be the competitive advantage to provide the high levels of customer support needed.

Amazon reported that at 9.10pm, Black Friday 2015 became its biggest sales day ever in the UK with more than six million items ordered. According to the grapevine, this year looks even more promising. Each season, be it holiday or weather related poses its own challenges to support customers during peak and quieter times.

At Synthetix we have helped many businesses transform their online customer service. And as it is the season for giving,  we are offering you our very own special pre-Christmas gift, the page turner that is ‘Multi-Channel Online Customer Service For Dummies.’

This 30 minute read will help guide you to:

  • Understand the challenges delivering effective online service creates
  • Get an overview of the tools available to meet those challenges
  • Discover the must-haves you need for effective implementation

Virtual Agents A Box office hit

or Diluted Sequel

Neldi Rautenbach Neldi Rautenbach Wednesday 16th November 2016

Today, like many other days, an analyst asked me – as we were one of the pioneers of bots as a concept – if Virtual Agents will be the next big thing in customer experience. Good question …

Synthetix were creating virtual agents for companies like the BBC, Vauxhall, and Ford, comparable 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, badly) worded questions.

Funny, we were asked the same questions back in 2001 about the rise of the bots, the customer service super-agents that could respond to customer queries in an intelligent manner, 24/7, that wouldn’t get ill or go on holiday.  Does this sound a little sci-fi yet?

Terminator of jobs?

Self-service has become the long-term solution to meeting customer expectations. In a global report, ‘The Self-service Economy’, 70% of consumers expect a self-service option for handling commercial questions and complaints. And millennials especially expect companies to keep improving their levels of service, expecting everything to be just a click away - their social relationships, their retail relationships, even their banking and insurance relationships.

A semblance of personal service, NLP artificial intelligence combined with a graphical representation, should be an additional contact channel, not a replacement for human interaction. Virtual Agents should raise the online customer service effort bar, offering customers who wish to self-serve answers, in an engaging, appropriate, and conversational automated interaction.

New BFFs?

Just think about the things we can have Virtual Agents do. They can exercise predictive skills, knowing the intent of your question, and therefore can predict the next. They could answer multiple questions, without getting annoyed, tired, and even with a sprinkle of humour. However, as socialising is part of our human DNA, careful consideration should be given when choosing how they should interact with your customer audience.

Intelligence levels of Virtual Agents are core to delivering efficient customer support. Virtual Agents are not meant to be virtual Agony Aunts. Care should be taken to not encourage deep social conversations, as this might have embarrassing results as Microsoft discovered earlier this year.

Employee of the year

Self-service is a powerful tool, allowing customers to find answers fast. Virtual Agents has certainly made headlines with IBM Watson the latest newsworthy assistant.

Virtual Agents however, do not preclude the need for a personal solution: if self-service falls short, personal contact as a safety net is an absolute necessity. A Virtual Assistant should be ‘intelligent enough to trigger a human intervention, recognising that it’s not assisting a customer based on the nature and intent of a query.

Back to the future

We’ve been doing this a long time.

Virtual Agents or bots, if deployed in the right manner, can reduce support costs, encourage self-service, increase customer loyalty, and serve as a branding/marketing tool. And Virtual Agents are not going away soon.

We believe this kind of self-service technology can enhance the customer experience. They can recognise the basic intent of the question and emulate human intelligence, making them capable of taking on a wide variety of tasks including to ‘decide’ to escalate, fulfil a request, or answer a question.

Why not download our whitepaper about Artificial Intelligence and discover some of the misconceptions about AI, its current state or read more about Virtual Agents in our book ‘Multi-channel Online Customer Service for Dummies’