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.


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.


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.

The Synthetix suite of customer contact technology integrate with most popular CRM systems (e.g. Salesforce), contact centre platforms, agent desktops and customer service channels

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.


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.


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.

New Year, New Customer Experience Strategy

Part 1 of 3

Neldi Rautenbach Neldi Rautenbach Wednesday 18th January 2017

This is not a tutorial in Chinese astrology, but the year of the Monkey lived up to its name. Filled with shenanigans of fabulous and panic-laden surprises, 2016 has certainly swung its way into the history books. And although one should never wish time to pass, it appears most people feel relieved now that the hyperactive monkey is finally tiring as the dawn breaks on 2017. But will the Year of the Rooster have your business crowing success?

During January, we will be looking at the predicted CX trends for 2017, as many of us will have the best intentions to make better choices at the beginning of a new year. The trick however to sticking to a resolution, means getting your hooks into manageable steps that resolve former weaknesses to accelerate results that will reward both your customers and margins.

Keeping your eye on the prize

Big research companies are eager to announce shiny new trends predicted in tech and the world of customer service in the new year, with industry leaders delivering their thoughts on the biggest disruptors and trends that will affect customer experience and those working within this field.

We think it’s fair to say that most businesses are shifting their focus to customer experience, which has been identified as the key differentiator to increase sales and retain customers. With quality and consistent customer support the corner stones to delivering first rate customer service, many businesses will be re-evaluating customer support channels, handling procedures, policies, and tech to ensure enhanced experiences in 2017.

However not all trends and predictions will be meaningful to the unique requirements and challenges faced by different businesses.

Take AI for example - this broad term for machine learning, natural language processing, robotics, and computational intelligence all referring to a wide variety of algorithms and methodologies under AI - caused a lot of hype in 2016 with the announcements by Google, IBM, Facebook and Microsoft about Intelligent Virtual Assistants.

At Synthetix, we feel it’s important to clarify the differences between Personal Virtual Assistants, Virtual Agents and Chatbots to understand their value to a business as AI has led to erroneous expectations, especially in terms of customer engagement.

And although some predict the line between humans and machines blurring day by day, as one of the first pioneers of Virtual Agents, Synthetix are always happy to advise on whether bots might or might not be the right fit for your specific requirements. In fact, our whitepaper – To bot, or NOT to bot – is free to download.

Part two of this series will delve further into some of the biggest CX trends predicted by key industry players for 2017 and how customer expectations has shifted from a year ago.

Customer Experience for the Festive Holidays

Get your reindeer in a row

Neldi Rautenbach Neldi Rautenbach Wednesday 18th January 2017

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