Serving 1.4 Million
Homes & Businesses
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.
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%
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
Our client chose Synthetix’s self-service software, Knowledge: For Your Customers to help manage customer contact, improve CX and reduce agent-assisted customer service interactions.
To help better serve its customers through the contact centre, Synthetix integrated our intelligent knowledge base software, Knowledge: For Your Team, with Genesys' contact centre technology.
Our Utility client continues to deliver excellent CX through the utilisation of Synthetix’s customer service tools.
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