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

Case Study

How Major UK Beauty Retailer Increased 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.

Company Profile

An icon showing multiply locations

2,200
Locations

Case study icon used to show customers

51,000
Employees

An icon showing a customer loyalty card

11.7 Million
Loyalty Card Holders

Post-Implementation Wins

An image that demonstrates a reduction of email contact

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

An image showing positive csat

93% average customer satisfaction score.

An icon showing agents resolve enquiries 8 times faster

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

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. 

Company Profile

Case study icon used to show employees

3,000
Employees

Case study icon used to show customers

Serving 1.4 Million
Homes & Businesses

Case study multilingual icon

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.
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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

2009 FAQ Self-Service Tool Launched

Our client chose Synthetix’s self-service software, Knowledge: For Your Customers to help manage customer contact, improve CX and reduce agent-assisted customer service interactions. 

2012 Live Chat And Intelligent Knowledge Base Deployed

In 2012, our Utility client implemented our live chat and internal agent knowledge software to quickly and directly solve customers’ online queries more efficiently than over the phone. 

2022 Genesys Contact Centre Software Integration
A wireframe of a major utility company knowledge for your teams Synthetix product

To help better serve its customers through the contact centre, Synthetix integrated our intelligent knowledge base software, Knowledge: For Your Team, with Genesys' contact centre technology. 

Now
A wireframe of a major utility company xan chatbot product

Our Utility client continues to deliver excellent CX through the utilisation of Synthetix’s customer service tools. 

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

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. 

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

Case study icon used for customers

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

2005 Customer Service Chatbot Deployed
A wireframe of the YBS Xan Chatbot product

A client since 2005, Yorkshire Building Society chose Synthetix to deploy their customer service chatbot. It would be used as a virtual mortgage advisor, guiding customers through their online journeys and resolving queries in the process. 

2010 FAQ Software Launched
A Chart for Yorkshire Building Society displaying the results of contact 1 month after implementing Synthetix Products
  • In 2010, they adopted Synthetix’s self-service software. Built using AI and harnessing powerful Natural Language Processing, the software automated routine queries online, improving CX. 
  • With our self-service software, they experienced, from their site visitors, a 30% reduction in inbound calls and a 53% reduction in emails. 
2010 FAQ Software Deployed To New Brand
A Chart for Barnsley Building Society displaying the results of contact 1 month after implementing Synthetix Products
  • Soon after, Synthetix’s self-service solution was deployed to Barnsley Building Society, whereof those that visited their website, a 41% reduction in calls and 30% reduction in emails took place. 
  • This solution was also rolled out to Chelsea Building Society and Norwich & Peterborough Building Society
2014 Live Chat Software Implemented
A wireframe of the YBS Synthetix Chat design

Yorkshire Building Society added live chat to their multi-channel customer service offering in 2014, followed by their subsidiary brand, Accord Mortgages. This allowed the seamless escalation from self-service channels for instances where human intervention is required to solve a query. 

 

2021 AI Chatbot Adopted By New Brand
A wireframe of YBS Can Chatbot design

In 2021, Accord Mortgages, a brand of Yorkshire Building Society’s, introduced a customer service chatbot to help brokers resolve queries online

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

Our client continues to deliver exceptional CX and customer service online with the help of Synthetix’s products. 

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

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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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.