Case Study
How Synthetix Helped Major Utility Company Significantly Reduce Call Volume And Chat Times
Working together from 2009, our Utility customer continues to provide excellent CX through a blend of Synthetix’s self-service and agent-assisted customer service channels.
Company Profile
3,000
Employees
Serving 1.4 Million
Homes & Businesses
Multilingual
customer service
Reducing Calls And Chat Duration Whilst Boosting Customer Satisfaction
The customer experience was streamlined as a result of self-service channels that included multichannel capabilities and smooth escalation to agent-assisted channels – all of which contributed to high customer satisfaction.
28% Call
Deflection Rate
By providing customers with the tool to effectively self-serve, of those that used it, the number of phone calls regarding routine queries dropped, resulting in a reduction in contact centre costs.
Live chat duration was reduced by 16%
Multilingual
self-service
Providing multilingual support, catering to many audiences’ language needs and improving customer satisfaction.
Customers ranked the overall experience as a 9.2/10
How would you have contacted us if live chat wasn't available?
The implementation of self-service software enhances the customer journey, improves CX and helps to maintain good customer satisfaction.
Across the industry, calls and emails can be 6 and 2.5 times as expensive as live chat respectively. As a general rule, prioritising live chat over these channels is a cost saving mechanism.
Our Journey Together
You've come this far...
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Synthetix Ltd, Unit 1h Grovemere House, Lancaster Way Business Park, Ely, England, CB6 3NW
+44 1223 230 230
uk@synthetix.com
