How Synthetix Adds Value To Systems Integrators

Synthetix not only specialises in providing enterprise companies with customer service software such as intelligent knowledge bases, self-service software, live chat and customers service chatbot solutions, but it also adds value to systems integrators.

Our Partner Programme was built with system integrators in mind and adds value in a variety of ways:

Increases revenue through joint propositions
Adds value to current offerings
Save customer service costs
Ease of partnering
Industry specialist with 20 years of experience

Increases Revenue Through Joint Propositions

Integrations with Synthetix software help to increase new business opportunities for systems integrators, boosting revenue.

Synthetix is known for delivering CX excellence, however, from a systems integrator, when integrated with software they already offer, the whole becomes greater than the sum of its parts. This is because greater value is produced for prospective customers, opening up doors that were perhaps unattainable before.

By combining Synthetix’s CX tools with the existing software that systems integrators are fluent in, systems integrators’ offerings become more attractive to a wider variety of prospective customers. This also gives them the opportunity to remedy deals they had previously lost, win bigger projects and subsequently increase revenue.

If a lead has a certain requirement, for example being able to take payments via live chat and chatbot channels, it’s important you have a customer service software provider that offers flexible RESTful APIs on board. Synthetix, for example, has integrated with many payment providers to automate the process, boosting efficiency and reducing costs.

When systems integrators add Synthetix to their integrations portfolio, they can be assured that clients’ CX needs are fulfilled beyond expectations.

Adds Value To Current Offerings

Synthetix’s products are built using open RESTful APIs, making the integration deployments particularly smooth. By combining Synthetix customer service tools with the software that your clients already utilise, greater outcomes are produced; operational efficiency increases and clients can do more with their technology. For instance, if a client finds that large volumes of routine queries are coming through their ticketing system and unnecessarily costing them a lot to handle, an integration with Synthetix’s knowledge software can help.

The integration between your client’s ticketing software and Synthetix allows its visitors access to routine questions without sending a ticket. On each key-press, the site visitor is suggested relevant article based on what is being typed – reducing tickets and therefore support costs.

As a result of such integrations, your customers, who are receiving a far more valuable product, are satisfied and therefore more likely to remain a customer in the long-term.

Save Customer Service Costs

A growing challenge shared by systems integrators’ clients is reducing their support costs and being able to maintain this. Here are some of the ways in which Synthetix software inherently helps to achieve this:

Our self-service software utilises Natural Language Processing (NLP) to automate routine queries and tasks that would otherwise end up reaching the contact centre and cost.
The SEO help centre serves answers as early on in the customer journey as search engine results, preventing the need to access a clients’ website to make a call.
One central knowledge base powers all self-service tools, agent-assisted channels and the agent interface to ensure the prevention of inconsistent information and repeat contact.
Powered by NLP, agents are presented with relevant knowledge articles on each keypress within the agent interface to significantly promote handling times.
Within live chat, agents can see what a visitor is typing before they hit “send”, the live key-press feed gives them the opportunity to prepare a resolution as the query is sent, reducing AHT.
Synthetix’s comprehensive analytics suite lets you see the effectiveness of each tool and areas in which optimisation may be required.

All of these features are accessible and can be integrated with other technologies to drive further customer service efficiencies.

Ease Of Partnering

Allowing frictionless integrations between Synthetix software and other tools is vital. We like to make things as easy as possible for our partners so have ensured our APIs are open and RESTful, offering any support that is required from our expert team of developers.

Synthetix’s partner portal was built as a one-stop-shop for our partners, with everything in one place to simplify things, including:

APIs
In-development SDK
Training and resources
Pricing
Reference application

Further, as an independent company, Synthetix has the capacity to be agile and flexible in order to cater to partners’ needs as well as any bespoke work or adjustments.

Industry Specialist With 20 Years Of Experience

Synthetix has been providing enterprise businesses with customer service software since 2001. We are fluent in CX and know what your end-users require when it comes to customer service.

Over the years Synthetix has become a specialist for industries such as Water Utilities where, for example, we serve 53% of water companies across England and Wales.

From Utilities to Insurance and Retail to Manufacturing, Synthetix understands that CX needs differ from industry to industry. We provide the solutions and support required to ensure clients across industries are satisfied – one Financial Service customer of Synthetix’s has been with us since 2005 (17 years and counting).

Our experience helps your clients feel assured and can even provide leverage during the lead nurturing process.

Final Thoughts

Partnering with an experienced company such as Synthetix that specialises in customer service software and makes integrations easy can help you win new business and maximise existing revenue streams.

If you’re interested in reaping the rewards of a partnership with Synthetix,