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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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.

Multi-Channel Online Customer Service for Dummies

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.

Multi-Channel Online Customer Service for Dummies Explore

Virtual Agents for Dummies

A guide that cuts through the digital noise providing insights that could only come from experts who have been doing this kind of thing for years.

Download our special edition ebook or request a printed copy to help you to deliver exceptional customer service. Explore how Virtual Agent fits into the overall omni-channel customer-service strategy, as one piece in a bigger picture.

Get a copy Explore

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.

Synthetix set to address very specific issues faced by utilities in the U.S.

A radical departure from traditional customer support and pricing models.

Neldi Rautenbach Neldi Rautenbach Wednesday 24th January 2018

AUSTIN, TEXAS, January 9, 2018 -- No longer new players in the U.S, Synthetix is set on expanding their already phenomenal global growth to address some of the very specific issues faced by utilities in the U.S.

Already the No.1 supplier of self-service and knowledge software to Western Europe’s utility sector, Synthetix systems are helping to support and serve more than 28.4 million customers, resulting in increased customer satisfaction and massive reductions in complaints. Synthetix offers Electric, Gas and Water retail/distribution-specific packages for the U.S. utility sector in three different tier levels. These different levels include options like a ready-populated knowledge-base of the most asked questions by utility customers, simple pricing and straight forward implementation of days, not months.

Adam Ashcroft, Director at Synthetix said “We are confident that we can offer scale, resources, knowledge, and a pricing methodology beyond what’s possible for any individual utility or new entrants into this sector to replicate.”

With Accenture reporting that utilities can save between $1-3 million through self-service technologies, Synthetix hope to assist in transforming online customer service delivery for both IOUs & PUCs that are under the extensive pressure to continuously reduce costs and improve operational performance to remain profitable and to achieve sustainable growth.

Synthetix provide a Value Opportunity Assessment free of charge to US utilities to assess impact and quantify return on investment as the initial starting point.

About Synthetix:

Synthetix Ltd is a leading provider of multi-channel utility solutions, providing knowledge-base software for web, mobile, e-mail, live chat, social and contact center customer service. Founded in 2001, Synthetix has unparalleled expertise in the field of online customer service design and deployment.

The company has become the customer experience web usability technology choice for global brands including; Southern Water, Virgin Holidays, Walgreens Boots Alliance, Best Western Hotels, General Motors, Ford, Ben & Jerry’s and the London 2012 Olympics.

More information >>

Is your customer service strategy due a detox

What will be the key customer experience trends this year

Neldi Rautenbach Neldi Rautenbach Thursday 4th January 2018

Firstly, allow me to wish you a prosperous 2018. Who knew when Caesar got us all on the same page by instituting the 1st of January as the first day of the year, civilizations across the world would look forward to the date when we can ‘reset’ our hopes and expectations until the next year.

Who doesn’t want to start the New Year off on a good foot – To tighten our belts, kick bad habits and get into shape?

Businesses must look beyond just changing bad behaviours and practices of the past. In the over-saturated market of similar products and services, customer service is becoming increasingly important in the customers’ eyes. Good customer service should capture the fundamentals of a great experience: seamlessness, usefulness, and sentiment. And that is much easier said than done. Just like a fad diet or detox might deliver short term results, serious long-lasting results require a lifestyle change.

As with any New Year, it’s good to reflect on the efforts and strategies implemented to generate business. 

Self-service is by no means a new concept, but according to Forrester it was the top trend in 2017 and its not going to go away soon. Self-service is no longer a “nice to have”. It’s a necessity to providing a positive customer experience. Dimension Data reports growth in every digital channel and a 12% decrease in phone volume with customers of all ages moving away from using the phone to using self-service — web and mobile self-service, communities, virtual agents, automated chat dialogs, or chatbots — as a first point of contact with a company.

Shockingly, the Northridge Group’s State of Customer Service Experience 2017 report reveals that businesses are still struggling to deliver the fundamentals of great customer experience, with 57% of consumers saying that they frequently have trouble finding answers on a company’s website.

It’s fair to say that many businesses will start a New Year with great ambitions for their customer experience strategy, however ambitions will quickly fall short without dedicated investment and strategy. Like getting fit and healthy, were one must invest in both the diet and training, any technology investment requires strategy first.

With so many industry buzzwords like AI, bots, physital and omni-channel set to create more headlines in 2018, here are a few short guides to help you break through the noise.

Multi-channel Online Customer Service for Dummies

Virtual Agents for Dummies

Web chat – 5 killer reasons why you are doing it wrong

Virtual agents – to bot or not?

Synthetix named as one of EBA Ones to Watch list

The benchmark of success for the European business community

Tuesday 2nd January 2018

Synthetix has been named as ‘One to Watch’ in Europe in a list of business excellence published by the European Business Awards sponsored by RSM.

Synthetix was chosen as it demonstrates exceptional achievement in one of the 12 European Business Awards’ categories and reflects the programme’s core values of innovation, success, and ethics.

The ‘Ones to Watch’ for 34 countries across Europe can be found at www.businessawardseurope.com.

Peter McKean, CEO of Synthetix said “Synthetix is a business which strives to innovate in an incredibly fast-moving field.  We spend our time thinking about how technology – and in-particular AI and machine learning – can drive business transformation for our clients across customer engagement channels like browsers, mobile and social media.  Our aim to be a European business which competes with the best output from Silicon Valley.

That’s why we’re so excited about this accomplishment.  We would like to thank the European Business Awards for the opportunity to showcase why we are market leaders in online customer service and conversational commerce.”

Adrian Tripp, CEO of the European Business Awards, Europe’s largest cross-sector business competition, said: “We wanted to recognise more widely the many incredible business success stories from across Europe.”

He continued: “The talent, dedication and innovation at the heart of these companies creates jobs and opportunity, and is what drives their country’s prosperity. The ‘Ones to Watch’ lists will set a benchmark of success for the European business community.”

Jean Stephens, CEO of RSM, the sixth largest global network of independent audit, tax and consulting firms, and long-term sponsors of the Awards, said: “To be listed as a ‘Ones to Watch’ is a real accolade. At RSM, we work with companies across Europe and beyond, advising them on all areas of their business and we are passionate about encouraging success and prosperity. We wish these dynamic companies every success in the future.”

Synthetix will now have the chance to compete in one of the 12 categories of the European Business Awards to become a National Winner in their country. If successful, they will then take part in the grand final in May 2018, where the final 12 European winners will be announced. They will also have the chance to enter a public vote, which attracts attention and support from across the globe.

The Awards Categories for 2017-2018:

 The RSM Entrepreneur of the Year Award

  1. The ELITE Award for Growth Strategy of the Year
  2. The Award for Innovation
  3. The Award for International Expansion
  4. The Social Responsibility and Environmental Awareness Award
  5. The New Business of The Year Award
  6. The Workplace and People Development Award
  7. The Customer and Market Engagement Award
  8. The Digital Technology Award
  9. The Business of the Year Award with Turnover € 0 - 25M
  10. The Business of the Year Award with Turnover €26M - 150M
  11. The Business of the Year Award with Turnover €150 +

More information about the competition can be found at www.businessawardseurope.com

About the European Business Awards:

The European Business Awards’ primary purpose is to support the development of a stronger and more successful business community throughout Europe.

The European Business Awards programme serves the European business community in three ways:

  • It celebrates and endorses individuals’ and organisations’ success
  • It provides and promotes examples of excellence for the business community to aspire to
  • It engages with the European business community to create debate on key issues

The European Business Awards is now in its 11th year. Last year it engaged with over 33,000 businesses from 34 countries. Sponsors and partners include RSM, ELITE and PR Newswire


Twitter: @rsmEBA

Facebook: www.facebook.com/businessawardseurope   

LinkedIn: the company page “The European Business Awards”

About RSM:

RSM is the sixth largest network of independent audit, tax and consulting firms, encompassing over 120 countries, 800 offices and more than 41,400 people internationally. The network’s total fee income is US$4.9 billion.

As an integrated team, we share skills, insight and resources, as well as a client-centric approach that’s based on a deep understanding of our clients’ businesses. This is how we empower them to move forward with confidence and realise their full potential

RSM is the lead sponsor and corporate champion of the European Business Awards promoting commercial excellence and recognition of entrepreneurial brilliance.

RSM is a member of the Forum of Firms, with the shared objective to promote consistent and high quality standards of financial and auditing practices worldwide.

RSM is the brand used by a network of independent accounting and advisory firms each of which practices in its own right. RSM International Limited does not itself provide any accounting and advisory services. Member firms are driven by a common vision of providing high quality professional services, both in their domestic markets and in serving the international professional service needs of their client base. www.rsm.global