Trusted By 53% Of Water Companies

Water Utilities

Synthetix’s complete online CX solution aims to help Utilities companies reduce support costs whilst improving customer satisfaction. With decades of experience providing customer service software to some of the UK’s leading water suppliers, it is clear why Synthetix is the trusted vendor.

Bristol Water deployed Synthetix’s AI-powered self-service tool and live chat software to improve online customer service in 2017.

Southern Water invested in Synthetix’s agent knowledge base and intelligent self-service tool in 2013, followed by live chat in 2014 to enhance customer support.

Synthetix’s intelligent self-service tool, Knowledge For Your Customers was utilised by Essex & Suffolk Water to assist with online support in 2009.

Synthetix’s self-service software, Knowledge For Your Customers was deployed by Northumbrian Water in 2009 to help achieve contact centre efficiency.

Since 2008, Wessex Water has improved customer service with Synthetix self-service, an agent knowledge base and live chat that was implemented in 2014 – deployed across the web, Alexa app and Facebook messenger (configured in 2018).

Dwr Cymru Welsh Water chose Synthetix’s intelligent self-service solution in 2009, agent knowledge base and live chat in 2012, followed by an AI chatbot in 2020 to support online CX.

Since 2014, Synthetix’s self-service software, Knowledge For Your Customers helps Affinity Water to enhance its customer service offering.

Anglian Water utilises the complete CX suite powered by Synthetix. This includes live chat acquired in 2016, followed by internal knowledge, FAQ widgets, SEO-friendly help centre and AI chatbot in 2021.

Since 2010 Yorkshire Water has utilised Synthetix’s AI-powered self-service tool, followed by live chat in 2012 and an intelligent knowledge base in 2016 to help improve digital customer service.

2010

Knowledge:
For Your Customers

2012

Chat

2016

For Your Team

2009

For Your Customers

2017

Knowledge:
For Your Customers

2017

Chat

2013

Knowledge:
For Your Team

2013

Knowledge:
For Your Customers

2014

Chat

2014

Knowledge:
For Your Customers

2016

Chat

2021

Knowledge:
For Your Team

2021

Knowledge:
For Your Customers

2021

Xan Chatbot

2009

Knowledge:
For Your Customers

2008

Knowledge:
For Your Customers

2013

Knowledge:
For Your Team

2014

Chat

2009

Knowledge:
For Your Customers

2012

Knowledge:
For Your Team

2012

Chat

2020

Xan Chatbot

Since 2008, Wessex Water has improved customer service with Synthetix self-service. An agent knowledge base was later implemented in 2013, followed by live chat in 2014 – deployed across the web, Alexa app and Facebook messenger (configured in 2018).

2008

Knowledge:
For Your Customers

2013

Knowledge:
For Your Team

2014

Chat

2009

Knowledge:
For Your Customers

2012

Knowledge:
For Your Team

2012

Chat

2020

Xan Chatbot

2009

Dwr Cymru Welsh Water chose Synthetix’s intelligent self-service solution in 2009, agent knowledge base and live chat in 2012, followed by an AI chatbot in 2020 to support online CX.

Synthetix’s intelligent self-service tool, Knowledge For Your Customers was utilised by Essex & Suffolk Water to assist with online support in 2009.

2009

For Your Customers

2009

Knowledge:
For Your Customers

2009

Synthetix’s self-service software, Knowledge For Your Customers was deployed by Northumbrian Water in 2009 to help achieve contact centre efficiency.

2010

Knowledge:
For Your Customers

2012

Chat

2016

For Your Team

2013

Knowledge:
For Your Team

2013

Knowledge:
For Your Customers

2014

Chat

2013

Southern Water invested in Synthetix’s agent knowledge base and intelligent self-service tool in 2013, followed by live chat in 2014 to enhance customer support.

Since 2014, Synthetix’s self-service software, Knowledge For Your Customers helps Affinity Water to enhance its customer service offering.

2014

Knowledge:
For Your Customers

2016

Chat

2021

Knowledge:
For Your Team

2021

Knowledge:
For Your Customers

2021

Xan Chatbot

2016

Bristol Water deployed Synthetix’s AI-powered self-service tool and live chat software to improve online customer service in 2017.

2017

Knowledge:
For Your Customers

2017

Chat

Reduce Support Costs With AI

Large volumes of routine queries and tasks are unnecessarily handled by agents in the contact centre every day

The result of this is an accumulation of unnecessary handling costs – a huge overhead for companies

With Knowledge For Your Customers, 20% of routine queries are handled independently online using AI. By removing the requirement for human intervention, the cost of handling a routine query is significantly reduced.

Automate Complex Tasks Online

Xan, Synthetix’s customer service chatbot helps to reduce support costs further by automating complex user journeys, for example:

Hover over one of the customer journeys below to see it in action

Setting up Direct Debit

Submitting Meter Reading

Moving Home

Emergency Leak

Delight Your Customers

When customers have complicated issues, it’s important to provide them with an easy and direct line to a company representative who can help.

Seamlessly escalate to Synthetix’s Chat from self-service channels such as chatbots or FAQ tools to streamline CX.

Live chat provides a far more positive experience for customers who don’t have to wait on hold, rather can access help from anywhere up to three times faster.

Contact Centre Efficiency

Knowledge For Your Team, an internal knowledge base was designed to be your agents’ best work tool.

Provide agents with their very own library of knowledge at their fingertips, accessible within the user interface

With features such as AI-predictive suggestions – which recommends relevant articles on each key-press – Average Handling Time (AHT) is improved along with CSAT.

Don't just take our word for it

We’re the choice of some of the world’s leading brands, revolutionising enterprise online customer service one deployment at a time. Here’s what our customers say about us…

"The versatility of the Synthetix online customer service solutions has allowed National Express and their customers the opportunity to significantly enhance their online experience when looking for answers. It has had a positive result in overall customer contact and has reduced costs."

"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."

"It’s been great working with Synthetix, we’ve built a really great relationship with them. When we need Synthetix for support they are quick to respond, sometimes just minutes. We have seen a reduction in calls and email queries but also an increase in productivity due to the knowledge-base which makes it easy to find information and resolve customer queries much quicker."

"We're delighted with our new knowledge-base and the improvement it's made to our website. The look and feel is great and it’s really easy for our customers to use, which is so important for us. Working with Synthetix was just as easy too. Their professional yet friendly attitude assured me everything was in hand."

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.