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Scottish Friendly Assurance Augments Online Customer Service with Synthetix

July 24, 2013

Scottish Friendly Assurance, a U.K.-based financial services company, has augmented its online customer service offering by launching a Web self-service and live chat solution with the help of Synthetix, a provider of multi-channel customer service software.

Synthetix offers customer service and knowledge-based software, which engages audience via the Web, mobile phones and social networks.

As a provider of financial products and services looking after assets worth more than $1.1 billion and having more than 390,000 members, Scottish Friendly was in need of a solution that could improve online support and empower the customers to be self reliable for instant, accurate answers to their questions on the website round-the-clock.

Consequently, Scottish Friendly deployed the intelligent FAQ knowledge-base solution developed by Synthetix.

With the help of Synthetix’ solution, customers are now able to find information on the range of investment and insurance products and services quickly and easily, using natural language search, deflecting in-bound calls and e-mails to their contact center.

Synthetix’s live chat solution, deployed by Scottish Friendly, provides a chat facility with customers, based on a pre-determined set of triggers during form filling. This feature allows customers to have real-time help and also significantly reduces the level of form abandonment rates.

In addition, Synthetix’ live chat solution integrates seamlessly with Scottish Friendly’s web self-service tool, thereby offering one centralized knowledge-base to be used on their website and within the contact centre for a consistent customer experience, company officials said.

Jim Gail, e-business campaign manager at Scottish Friendly Assurance, said in a statement, "Our aim was two-fold; to increase customer satisfaction by providing customers with instant and consistent answers to their questions online and also to help reduce application form abandonment rates, by identifying and escalating customers that require further assistance to our contact centre via live chat.”

Gail added, “Synthetix's unique and scalable range of multi-channel solutions will enable us to offer our customers a seamless online customer service, helping us to increase our conversion rates whilst significantly improving the online customer experience."

Adam Ashcroft, director at Synthetix, said, “Scottish Friendly Assurance’s commitment to providing a high level of online customer service clearly differentiates them from other financial institutions. We are delighted to be working with such a leading financial brand, helping them to provide their customers with a multi-channel customer service.”

Edited by Alisen Downey