Category: resources

Live Chat – 5 Killer reasons you are doing it wrong

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The cure for the common call

Whitepaper

There are plenty of new technologies, clever concepts and even trends that could help brands offer better service to customers. But the fundamentals of great service remain the same. We all want to feel recognised, listened to, valued and cared for. However some online customer service channels are more effective and popular than others and if not done right, brands will struggle to deliver on these age-old imperatives.

This white paper highlights online chat as part of an effective multi-channel customer service strategy.

Get off to a flying start, digital customer service for the transport sector.

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Get off to a flying start, digital customer service for the transport sector

Whitepaper

Transport companies are under extensive pressure to continuously reduce costs and improve operational performance to remain profitable and to achieve sustainable growth. And regulators of this sector are constantly exploring a range of ways to improve standards of customer service, including greater competition and increased transparency of customer service performance.

In this increasingly competitive and unpredictable sector, where customer experience can offer the competitive advantage to drive higher sales through customer satisfaction and loyalty, how can operators address consumer issues as they happen, providing a more user friendly and progressive process to solve customer pain points?

Why a Virtual Agent is the must-have catalyst for enterprise business transformation

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Why a Virtual Agent is the must-have catalyst for enterprise business transformation

Whitpaper

So, what’s the deal with Virtual Agents?

Virtual Agents are not only upping the personalisation stakes. The hybrid approach of blending AI with human support enables contact centre agents to focus on complex customer queries and transactions requiring an emotive connection. A Virtual Agent/AI-powered chatbot, when deployed correctly, with a set of specific goals, can generate leads, increase sales, and grow a business in a big way, switching on an entire additional support channel, and this is only the beginning!

The IoT challenges for Utilities

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The IoT challenges for Utilities Companies

How Wessex Water is preparing for Alexa

This informative webinar with Wessex Water’s Head of Digital, Clive Tugwell, Synthetix CEO, Peter McKean and US Utility Practice Managers explain the profound business and technology impacts the IoT are having on the Utilities Customer Service & Digital Experience areas.

Synthetix offer leading-edge Alexa capabilities powered by dynamic, conversational interfaces and robust, relevant knowledge management; helping to support more than 28.4 million utility customers in Europe and the US.

Key takeaways:

  • Discover new ways that AI-powered technology can save your organization money.
  • Explore the different types of AI-driven technology in the utility market today and how to find the best one for your organization.
  • How to navigate the path to successful digital transformation.

Yorkshire Building Society banks on self-service technology to enhance customer experience

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Increased call and email volumes had Yorkshire Building Society invest in online multi-channel customer service technology from Synthetix.

Case study

The Yorkshire Building Society is the third largest building society in the UK, with assets of approximately £42 billion. Discover how investing in online customer service technology not only enabled Yorkshire Building Society to deliver more personalised and targeted service with up-sell opportunities, but impacted in reducing in email and call volumes while increasing customer satisfaction.

Watered down customer service? Not for this utility

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Wessex Water expands their high standards of customer service across integrated self-service and live chat channels.

Case study

With rising customer expectations for service and engagement across digital channels, Wessex Water invested in multi-channel online customer service technology to streamline their users experience.

Like many other utility proders – Wessex Water’s contact centre once handled customer queries by phone, email, and physical letter. At the same time FAQs were hard-coded on webpages and knowledge management relied on training and support by senior staff. They were resolving cases at below average rates and above average costs. Today Wessex Water boasts a 97% resolve rate.

An increase in customer contact meant an increase in customer satisfaction for this utility

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With inbound customer contact increasing – Southern Water invested in cloud-based omni-channel customer service technology from Synthetix.

Case study

As one of the largest Water Utilities in the UK, Southern Water receives up to 7000 customer enquiries a day. Southern Water seized the opportunity to enhance their customer support strategy by investing in best-of-breed online customer service solutions from Synthetix.

Don’t go breaking their hearts, delivering great CX in retail

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Don’t go breaking their hearts, digital customer service for the retail sector

Whitepaper

Are customers falling out of love with your brand in two clicks?

In our own lives, we appreciate that we cannot expect close relationships, family relations, or a marriage to survive and flourish if we don’t put time and effort into maintaining it. A business’s relationships with its customers is no different.

The customer journey map has many touch points, but the C’X’ that marks the spot is ‘first contact resolution’, which is why contact centres should shift their focus from average call handling times to develop strong online customer service strategies across multiple channels.