Category: Case Study

An infographic showing statistics and facts about how synthetix helped reduce handing times and boosted csat for a major beauty retailer

How Major UK Beauty Retailer Reduced Handling Times And Boosted Customer Satisfaction 

Posted on | by Áine McInerney

Case Study

How Major UK Beauty Retailer Reduced Handling Times And Boosted Customer Satisfaction 

A client from 2013, leading Health and Beauty Retailer wanted a customer service solution that allowed them to support their customers in a variety of different ways, including self-service and agent-assisted.

Their existing FAQ capabilities were limited in content and laborious to manage. The Beauty giant wanted a solution that was easy to manage and that would provide them with analytics and feedback functionality to improve customer satisfaction.

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An infographic showing statistics and facts about how synthetix helped reduce handing times and boosted csat for a major beauty retailer

Company Profile

An icon showing multiply locations

2,200
Locations

Case study icon used to show customers

51,000
Employees

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11.7 Million
Loyalty Card Holders

Post-Implementation Wins

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Reduced inbound email volume by 35% Knowledge Base, Live Chat and Intelligent Forms.

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93% average customer satisfaction score.

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Agents resolved customer queries 8 times faster.

An icon showing Live Chat

Over 40% of customers chose live chat over filling in a form.

An icon demonstrating how faq helps 20% of website visitors

Synthetix’s FAQ software helped 20% of website visitors find their answers first time.

Robotic Process Automation (RPA) Integration

Our open API enables seamless integrations between our clients’ most-used tools and our software, allowing for advanced Robotic Process Automation (RPA). This client wanted to streamline some of their common customer processes such as, requesting an order update and requesting a VAT receipt without them having to endure a huge wait in between answers.  

By integrating with their RPA tool, using our products, the customer simply gives the information required and the order status/ VAT receipt is returned at a significantly quicker rate than traditional methods.

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An infographic showing statistics and facts about how synthetix helped a major utility company reduce call volume and chat times.

How Synthetix Helped Major Utility Company Significantly Reduce Call Volume And Chat Times

Posted on | by Áine McInerney

Case Study

How Synthetix Helped Major Utility Company Significantly Reduce Call Volume And Chat Times

Working together from 2009, our Utility customer continues to provide excellent CX through a blend of Synthetix’s self-service and agent-assisted customer service channels. 

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An infographic showing statistics and facts about how synthetix helped a major utility company reduce call volume and chat times.

Company Profile

Case study icon used to show employees

3,000
Employees

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Serving 1.4 Million
Homes & Businesses

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Multilingual
customer service

Reducing Calls And Chat Duration Whilst Boosting Customer Satisfaction

The customer experience was streamlined as a result of self-service channels that included multichannel capabilities and smooth escalation to agent-assisted channels – all of which contributed to high customer satisfaction. 

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28% Call
Deflection Rate

By providing customers with the tool to effectively self-serve, of those that used it, the number of phone calls regarding routine queries dropped, resulting in a reduction in contact centre costs.

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Live chat duration was reduced by 16%

Synthetix live chat integrates with Identification & Verification (ID&V) software and harnessed its predictive AI suggestions to reduce chat duration.
case study multilingual icon

Multilingual
self-service

Providing multilingual support, catering to many audiences’ language needs and improving customer satisfaction.

case study csat score

Customers ranked the overall experience as a 9.2/10

The implementation of self-service software enhances the customer journey, improves CX and helps to maintain good customer satisfaction. 

How would you have contacted us if live chat wasn't available?

The implementation of self-service software enhances the customer journey, improves CX and helps to maintain good customer satisfaction.

A pie chart showing how expensive different call methods are, with phone being the most expensive and then emails

Across the industry, calls and emails can be 6 and 2.5 times as expensive as live chat respectively. As a general rule, prioritising live chat over these channels is a cost saving mechanism. 

Our Journey Together

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An infographic showing statistics and facts about how synthetix helped Yorkshire Building Society deliver excellent CX for the past 17 years.

Yorkshire Building Society And Synthetix: 17 Years Of Delivering Excellent CX

Posted on | by Áine McInerney

Case Study

Yorkshire Building Society And Synthetix: 17 Years Of Delivering Excellent CX

One of the UK’s largest building societies, Yorkshire Building Society provides financial services online, over the phone and via their 240 locations. Yorkshire Building Society deploys Synthetix’s customer service chatbot, self-service tools and live chat across its brand portfolio to streamline online CX and boost CSAT. 

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An infographic showing statistics and facts about how synthetix helped Yorkshire Building Society deliver excellent CX for the past 17 years.

Company Profile

Case study icon for money saving

£45 Billion
in assets

Case study icon used to show different locations

240
Locations

Case study icon used to show employees

3.5 Million
Members

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3 Million
Customers

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4
Brands

“The technology and service provided by Synthetix has made a tangible improvement on our efficiency as a business and helped us deliver a better experience for our customers. “ 

- Debbie Hill, Change Manager (eCommerce) 

Our Journey Together

You've come this far...

Arrange a full demonstration of Synthetix software with our friendly business development team, who will answer all of your questions about our award-winning digital customer engagement solutions.

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An infographic showing statistics and facts about how synthetix helped a financial services provide achieve contact reduction.

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

Posted on | by Áine McInerney

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. 

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An infographic showing statistics and facts about how synthetix helped a financial services provide achieve contact reduction.

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

You've come this far...

Arrange a full demonstration of Synthetix software with our friendly business development team, who will answer all of your questions about our award-winning digital customer engagement solutions.

Ready? Let’s talk.

Contact Us