CASE STUDY

A comprehensive AI-powered knowledge solution prepares insurer for unexpected increases in enquiries leading to significant cost savings and an increase in efficiency.

Offering insurance products to almost two million drivers, home owners, pet owners and holiday makers across the UK, this well-known insurer, split into two brands with very different target audiences, invested in a Synthetix AI-powered knowledge-base to enable customers to find answers to frequently asked questions on their websites.

DOWNLOAD PDF

Although the insurer invested in one knowledge-base, it services two brands with some common knowledge and with some content specific to each brand, which is a cost saving in itself.

Displayed in a light box fashion in keeping with each brand’s colours, logo and guidelines, customers can type or find answers using natural text search or from the most popular questions using the web self-service tool. The most popular questions are displayed as soon as a customer starts typing into the search box, and the analytics of questions asked, offer their contact centre valuable insight.

Deliver consistent, high-quality support 24/7, and easily manage multiple brand identities from within the same knowledge-base. A built-in ‘view’ system controls access to knowledge for each brand identity and skill enables the insurer to easily manage the multiple brand identities from within the same knowledge-base and easily update, edit or remove information as required.

While many organisations ask for customer feedback, to determine if customers using dynamic search found the answer given helpful, Synthetix has taken feedback one step further with this insurer. Customers are not only asked if their question was answered, but if it saved them a phone call. This has allowed the Insurer a clear view of the return on their AI-powered FAQ investment.

This insurer reports that when customers using the FAQ tool, are asked for feedback, on average 8,000 of 20,000 customers respond.

Recent figures show:

• 76% of the respondents said it answered their question.
•  75% of these respondents said it not only answered their question, but saved them a phone call.

Maths:

• 8000 x customers gave feedback
• 6000 x said it answered their question
• 4500 x said it saved them a phone call

Results:

This Insurer saves at least *£80 000 per year equating to between 4 and 6 members of staff.

Based on average cost of a phone call estimated to be £3, assuming the average of 2 mins per call.

Future plans

Since implementing the integrated online customer service tools from Synthetix, this business not only reports a positive buzz in agent user experiences in their contact centre, but the ROI of investing in this type of technology has this insurer looking to extend their multi-channel offering with more cutting-edge Synthetix SaaS.

How inventive AI-powered customer support tools has IPRS Health deliver exceptional customer experience at every touchpoint

DOWNLOAD PDF

About IPRS Health:

IPRS Health is an award-winning, private independent clinical company, part of IPRS Group which was established in 1995. Regarded as one of the UK’s leading providers of rehabilitation services, IPRS Health specialises in the assessment and appropriate treatment of musculoskeletal & mental health conditions along with general wellbeing services. IPRS Health delivers physiotherapy and rehabilitation services to a range of corporate clients in the public and private sectors, working with employers, occupational health providers and insurers.

Why modern technology made sense in healthcare

Even though IPRS Health had a query section on their website, most customers and clinicians contacted them via the phone when they needed support. As a pioneer in innovative methods regarding the rehabilitation of mental health and musculoskeletal conditions, IPRS Health’s ethos had them looking to mirror their revolutionary approach to their digital support strategy.

IPRS implemented Synthetix AI-powered digital support tools which includes knowledge, integrated across live chat, web self-service and in the IPRS Health contact centre to ensure any queries could be dealt with as quickly and efficiently as possible.

What has changed since investing in AI-powered digital tools

The timing of implementing the software coincided with the launch of a new portal for IPRS Health’s clinician network. Having digital contact channels in addition to the ‘traditional’ option of enquiring over the phone, proved to be very efficient with live chat now the most preferred channel for clinicians to get in touch with IPRS Health, enabling agents to offer real-time assistance, and significantly reducing the amount of inbound calls since it was introduced.

“If we didn’t have the live chat feature, we wouldn’t have been able to cope with the surge in clinicians getting in touch. I think this showed us how important the feature could impact our business in a positive way and as the trial continued this proved to be true. We recognised that we could deal with inbound enquiries in a much more efficient way and that people are becoming to expect a live chat feature on most websites …”

And by enabling customers and clinicians to source answers to frequently asked questions on the portal enables them to instantly find the information they are looking for without having to pick up the phone, while still receiving first-class service.

Working with Synthetix

“… I think anyone at IPRS Health would agree that the most positive experience has been the customer service we have received from Synthetix and Sam, specifically. Since the start, whenever we have had questions or tweaks needing to the system the response has always been quick and to a high standard. The service we have received from Synthetix has been first class from the outset.”

Alex Harban ~ *Business Development & Marketing at IPRS Health*

Metrics

After just 3 months IPRS Health report:
* 28% of people completing a live chat said it saved them a phone call.
* A near 10% drop in contact with customers self-serving answers to their questions using the FAQ Search tool where feedback was provided.

The future

As a company, IPRS Health pride themselves on being forward thinking and innovative, with their patients the focus of everything they do.

Synthetix are very excited to have such an innovative brand pioneer this type of technology, to facilitate the delivery of exceptional customer experience at every touchpoint. We are confident that our technology will exceed expectations and can’t wait for IPRS Health and their customers to reap the exceptional future returns on this investment.

CASE STUDY

Communications and IT services giant helps their customers navigate the complexities of today’s converging communications landscape through multi-channel online customer service.

This large UK communications and IT services provider handles the provision and management of local, wide area and mobile networks; contact centre solutions, hosting and IT consultancy with their customer base mainly split into three groups – Enterprises, Businesses and Consumers. With one of the most advanced next generation networks in the UK, they have a clear goal: To deliver a world-class customer experience.

The challenge

As one of the UK’s longest-established communications companies, this company has stayed at the forefront of technology throughout decades adapting to customer expectations with advances in technology. Invested in multi-channel support, this business already offered an in-house
knowledge-base solution to help answer customer’s technical questions, a
live chat platform to allow customers to chat to agents in real-time, and a dedicated email address to offer email as an optional support channel.

However, email support often required more information from customers, several back and forth communications which meant that handling times through this channel was much longer than any other channel and with agents burdened, having to retain vast amounts of information, inconsistencies in responses over voice and live chat created frustrating experiences for both
customers and agents.

In 2016, the business therefore decided a shift to a new, more integrated service was needed to ensure consistency between channels, to increase efficiency and to align to their goal of delivering world-class customer experience.

Why Synthetix?

After investigating several vendors, the unrivalled balance between customer and contact agent features, agility in the delivery of a cloud customer support solution and the praises from clients about their multi-channel online customer service
experience had this communications giant assign Synthetix the business.

From the outset, it was clear that the integration of knowledge with live chat and
intelligent web forms, would offer both customers and contact centre agents access to fast, consistent, and correct answers.

Knowledge at the heart of this business

The Synthetix Knowledge-base is simple and fast to use, guiding agents to offer further information with a set of helpful tools to aid them during conversations, live chat, and/or email. This ensures consistent, accurate and timely answers, every time.The knowledge-base is a powerful tool with additional improvements made through the customer and agent feedback system.

The comprehensive analytical system reports on how different contact centre operatives use data within the Knowledge-base to show what customers are asking over the phone, email or live chat as this often differs from online questions and topics of
most interest.

Intelligent Web Form

Investing in an Intelligent Web Form has seen this communications provider report a 9% increase in in customers finding the answer they were looking for. The Intelligent Web Form adapts to customers’ choices and integrates with knowledge and live
chat. By offering relevant answers at each stage of the form, this business has seen a drastic deflection in customer emails.

This is particularly impressive because Synthetix tools are supporting enquiries across this comms provider’s full range of products, services and enquiries, whereas the old platform was just technical help.

Beacuse the Intelligent Web Form is strategically integrated with live chat, it offers customers multiple contact options. And although some customers still prefer to send an email, the dynamic design of the web form system, ensures that customers provide all the data needed, which has had a significant effect on increasing first contact resolution rates.

Live Chat

The business reports live chat as being a very effective customer service channel. Synthetix Live Chat is offered proactively on the website, automatically triggered at points where it will make a difference, using analytics to determine where chat invitations are having the greatest positive impact on customer behaviour.

Synthetix Live Chat also aggregates live key stroke presses, which helps agents to anticipate the nature of a query, before the customer submits a question.

Daily reports asking customers how easy it was to get the help they needed across all contact channels, has nearly 80% of their customer score Live Chat as the preffered support channel.

Although live chat is a very popular customer service channel, the effectiveness of the multi-channel system from Synthetix has allowed more customers to self-serve without the need to escalate to live chat leading to an 80% drop in the amount of chats.

The Operations Manager at this communications giant was impressed with the ease of implementation of the Synthetix knowledge-base for both customers and contact centre agents, live chat and intelligent web forms, saying *“It was very easy, everything I wanted and needed Synthetix was able to deliver.”*

Future plans

Since implementing the integrated online customer service tools from Synthetix, this business reports a positive buzz in agent user experiences in their contact centre. In fact, they have revealed that they find Synthetix to be flexible, easy to work with, considerate of client needs and committed to fulfilling their brief.

And determined to deliver world class customer experiences, Synthetix multi-channel online customer service solutions will play a key role to ensure consistent and accurate information is available via every customer touch-point for this communications and IT service giant.

This combination of several Synthetix services makes it one of the most successful and compelling web self-services tools currently available, resulting in greatly enhanced customer experiences for this comms business.

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.

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.

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.