FSCS continues to harness digital technology to offer consumers quicker, easier, more personal services

Synthetix HQ, Stansted, 22 May 2019: The Financial Services Compensation Scheme, not only protects customers when authorized financial services firms fail. The independent body set up under the Financial Services and Markets Act 2000, have helped millions of people get their money back. To make the process of tackling financial failures and understanding their rights as effortless as possible for consumers, the FSCS invested in online customer support tools from Synthetix.

As part of their five-year plan, the FSCS understands that customer expectations are rising – and so they are harnessing digital technology to offer consumers quicker, easier, more personal services. And with financial markets changing fast, providing financial protection and education to keep pace with complexity and innovation.

The renewal of their contract with Synthetix sees the FSCS maintain the online support that consumers expect. With knowledge integrated across their website and within their contact centre, consistent and relevant answers are available at consumers’ fingertips and agents can confidently provide support when needed. Live chat offers real-time support to those consumers who require intelligence concerning complex financial matters and/or their rights. And the suite of Synthetix services are also addressing the technology and data security challenges by creating opportunities to improve ease and speed of service, at a lower cost to levy payers.

Sam Widdowson, Business Development Executive at Synthetix said, “We feel honoured that the FSCS decided to expand their digital customer support offering with Synthetix. We are confident that with knowledge integrated across live chat, on their website and in their contact centre, our technology can deliver on the trust placed onto the FSCS by consumers to assist them when they need it most.”

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