Case Study

How Financial Services Provider Achieved Significant Contact Reduction With Synthetix Tools ​

Synthetix began working with one of the UK’s leading Financial Services providers in 2014, with goals to deflect routine queries to self-service channels and enhance CX. Since then they have implemented our CX suite including FAQ tools, chatbot, live chat and SEO-friendly help centre. 

Company Profile

Case study icon used to show employees

1,500
Employees

Case study icon used to show customers

2.5 Million
Customers

Case study icon used to show 3 brands

3
Brands

Trustpilot
4.3 Excellent

Score taken March 2022

A product wheel displaying statistics of Synthetix Products for a financial services provider

Self-Service Outcomes

A diagram to demonstrate how our clients’ customers are assigned to the most efficient self-service channels to improve their experiences and reduce the burden on the contact centre.
A Sankey diagram displaying the volume of contact channels

Our Journey Together

2014
Self-Service Software Is Deployed

Our Financial Services client deployed Synthetix’s self-service software, Knowledge: For Your Customers to help handle its brands' common queries and questions.

2016
Live Chat Implementation

In 2016, Synthetix implemented live chat for our client, providing direct, agent-assisted support to its customers. 

2018
Live Chat And FAQs Adopted By New Brand

Our client later extended Synthetix’s live chat software and FAQ tool to a new brand, contributing to contact reduction and CX. 

2020
Customer Service Chatbot Introduced
A wireframe showing the Synthetix Agent Chat screen

In 2020, Synthetix launched a customer service chatbot for our client and its subsidiary brand, with seamless escalation to Live Chat for customers who require advanced support.

As part of their pandemic response to supporting remote work, they shifted many telephone agents to their live chat channel. Chat volumes grew 320% over this period.

2021
SEO Help Centre Was Launched
A wireframe displaying what Synthetix FAQ product looks like

We implemented an SEO-friendly help centre solution into our client’s customer service offering. By translating knowledge articles into crawlable web pages, customers can self-serve directly from Google’s search results.

After just one month, our client saw their FAQ articles ranking on the first page of Google search engine results, helping to minimise the steps in the user journey and boost CX.

Now
The product icons for Synthetix products; For your Customers, Chat and Xan Chatbot

Now using Synthetix’s AI-powered, digital CX platform, our client reaps the benefits of routine query automation and enhanced CX. 

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