Call-back software

Because nobody likes to be put on hold

Live Chat offers customers a free, quick, discreet and simple to use alternative to picking up the phone. By leveraging our existing Live Chat infrastructure, Synthetix Callback offers a low cost, effective channel to enhance your customer service offering. Callback enables optimal engagement between a customer and an agent with the right skills, at a time convenient to them, without any additional call charges.

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Key features

Simple to use booking functionality

Having completed a simple form with their name, contact number and topic of call (billing, ops, etc), customers can book a specific callback slot from those available, selecting both their preferred day and time. The Contact Centre Manager sets the time-slots available and receives daily reports showing which slots had been filled.

Match queries with agent skills

Once submitted, this form becomes a callback request, which is added to the Synthetix universal contact queue. Agents with the matching skills are automatically offered the callback at the customer's requested callback time.

No additional call charges

Agents use the existing telephony infrastructure to call a customer, so there are no additional call charges. The agent can feedback on the call and a survey is also sent to the customer via SMS and email.

Ideal engagement platform

Proven benefits

Live Chat constantly scores the highest satisfaction levels for any online customer service channel. It's no surprise then that Live Chat with Callback integration delivers spectacular CSAT results as well as an increase in first contact resolution rates and contact centre efficiency.

Note: All statistics have been taken from the 2018 report into online customer service by Synthetix or reported by Synthetix clients, unless otherwise stated.

0%

Increase in First Contact Resolution.~Ameyo

0%

Reduction in contact abandonment.

0%

Of customers prefer callback to waiting on hold. ~Software Advice

Analysis

Powerful metrics

Detailed reports and analytics

Synthetix analytics offers a filter to allow an isolated view of callbacks from other types of contact in the universal queue such as Live Chat and email. Our user-friendly dashboard offers built-in reports to track agent efficiency, the volume and drivers of customer queries. Analyse user experience through agent and customer feedback to identify opportunities to increase satisfaction.

It's a date

The universal contact queue assigns callbacks to agents with matching skills, utilising existing telephony infrastructure to call the customer. And unlike traditional callback or "Click to Chat" systems which are typically very expensive - charging a per minute fee or sometimes a bridging fee between customers and agents with high set up and ongoing costs - there are no per minute fees with Synthetix Callback.

Plant Products

We'll save you time and money

Synthetix delivers huge productivity gains and ROI for both enterprise and SMBs. We could do the same for you. Just estimate the number of monthly visitors that your website receives and type the figure into the calculator below to view the kind of savings Synthetix could generate for you within days.

...visitors could give you totals of:*

5000

Self-service sessions per month

2500

Deflected contacts per month

625

Agent hours saved per month

$15000

Monetary saving per month

* These estimates are based on actual, average Synthetix self-service client metrics of a 5% usage rate, 50% contact deflection rate and 15 minute average handling time for contacts by email or telephone at a rate of $24 per hour. Your stats may differ. Hourly rate source: Contact Center Decision-Makers' Guide 2017, Contact Babel.

Great savings! Now check out our pricing page to see how little Synthetix could cost you per month...

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Don't just take our word for it

We're the choice of some of the world's leading brands, revolutionizing digital customer engagement one deployment at a time. Here's what our customers say about us...

You've come this far...

Arrange a full demonstration of Synthetix with with our friendly business development team, who will answer all of your questions about our award-winning digital customer engagement solutions. We'll also tell you about our trial offer, enabling your organization to try Synthetix risk-free for three whole months* - that's how confident we are that you will love our services.

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* Risk-free three-month trials of selected services will be offered to qualifying organizations at the discretion of Synthetix Ltd.