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
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.
In 2012, our Utility client implemented our live chat and internal agent knowledge software to quickly and directly solve customers’ online queries more efficiently than over the phone.
To help serve their audiences effectively, our client deployed Synthetix’s customer service chatbot, Xan with multilingual capabilities.
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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Synthetix Ltd, The Stansted Centre, Parsonage Road, Takeley, Essex, CM22 6PU
+44 1279 555 580
uk@synthetix.com
