Synthetix
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Multi-channel web self-service, call-centre knowledge-bases and live web-chat a leading UK online customer service software provider.
Knowledge-base software for the contact centre
Synthetix’s intelligent knowledge base software, Knowledge: For Your Team empowers your agents whilst fuelling your digital customer service channels. With one centralised source of knowledge that is simple to use and update, providing customers with the right information – whether that be through self-service or direct – is efficient and always consistent. With their own integrated knowledge base that recommends articles based on what they’re typing and decision tree technology that produces scripting, agents are more productive and Average Handling Times can be reduced by 25%.
Chat, Synthetix’s multichannel live chat solution offers customer support in real-time, driving huge efficiencies. When customers have complex queries that require human intervention, live chat proves far more efficient than traditional channels. Not only is it quicker and more convenient than waiting on hold to be dealt with, but with AI-powered features, it produces massive ROI. With concurrent chat slots, a live key-press feed and AI-predictive suggestions that recommend articles in real-time, Synthetix Chat reduces average handling times by up to 50% compared to standard live chat.
Synthetix’s customer service chatbot, Xan guides your customers through their digital journey not only answering their questions but automating complex processes. Smart integrations allow Xan to carry out tasks such as ID&V, policy admin and bookings. Custom triggers are easily configured so that Xan can offer help proactively when certain conditions are met. For instance, when a particular page is landed on or when certain keywords are entered. Xan seamlessly escalates to live chat when AI detects that a query is too complex to automate or when certain conditions are met through trigger management
Synthetix Reviews
Patrick N.
Systems Developer at Verve MediaUnified Approach for Successful Customer Engagement
Anurag T.
Great Experience
About
Cloud Customer Contact, powered by AI
Synthetix is an AI-first cloud customer contact provider, powering millions of customer experiences annually via Synthetix Cloud - telephony, messaging, knowledgebases, FAQ portal and omni-channel chatbot. Synthetix has been designing and building award-winning customer experiences since 2001 and is the most experienced team in the UK, with hundreds of successful, cutting-edge online customer service projects across 25 years. You can trust Synthetix to consult, design and implement outstanding, effective solutions for your contact centre and website, now supercharged by LLM integrations to offer AI summaries, AI knowledge, real-time transcriptions and neural voices across telephony channels. With no-code drag-and-drop configuration, easy user management (including SSO), friendly, fast UK support and dedicated account management, speak to Synthetix about your cloud customer service requirements. Synthetix holds ISO 27001 and CyberEssentials Plus certifications.
