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

Case study icon used to show 4 brands

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. 

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.

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. 

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.