Synetiq has successfully launched a new class leading, innovative live Web Chat – meaning its quicker and easier than ever to reach Parts and Salvage Auction teams. The new technology is part of Synetiq’s investment plan, supporting its focus on delivering great customer experience. The Zendesk platform has been used for the new Web Chat, replacing the system which was rolled out in record time shortly after the COVID-19 lockdown. Although the outgoing system was still performing effectively, the business still identified room for improvement.
“Since we introduced Web Chat in April 2020, the system has handled most of our customer contact for auction, parts sales and customer service, wheels & tyres, sell my car, and mygreenfleet,” says Dave Harcourt, IT Director at Synetiq.
“As a team, we are all focused on improving the experience we give to our customers and clients. We’ve recently celebrated improvements in our Trustpilot score and reductions in our response time to customers, and we don’t want to stop there.”
Zendesk is used by lots of household names including Uber, Tesco, Airbnb, Vodafone, and Netflix.
“We already have a frequently asked questions (FAQs) section on our website, but the new version will use automation to offer answers to common queries, helping our customers find the answer they need as swiftly as possible. We have also introduced FAQs in the three most common foreign languages of our customers – Polish, Greek, and Romanian.” adds Dave.
The business will now move to the next stage of customer experience improvements and is expected to reveal further investments later this Spring.
More info can be found by visiting www.synetiq.co.uk and using the green ‘Help’ button at the top right of the homepage.