Our Financial Services client deployed Synthetix’s self-service software, Knowledge: For Your Customers to help handle its brands' common queries and questions.
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.
Score taken March 2022
Our Journey Together
In 2016, Synthetix implemented live chat for our client, providing direct, agent-assisted support to its customers.
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.
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 using Synthetix’s AI-powered, digital CX platform, our client reaps the benefits of routine query automation and enhanced CX.
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