SYNETIQ has successfully launched a new class leading, innovative live Web Chat – meaning its quicker and easier than ever to reach SYNETIQs Parts and Salvage Auction teams. The new technology is part of SYNETIQs 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 by SYNETIQ 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. As the UK’s leading integrated salvage and vehicle recycling company, SYNETIQ says the system is perfectly suited to its requirements and growth ambitions.
“Our Sales & Service team can now handle web chat, email, social media, and WhatsApp contact, meaning customers can contact us in the best way for them,” continues Dave.
“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.”
The business will now move to the next stage of customer experience improvements and is expected to reveal further investments later this Spring.
SYNETIQs new Web Chat feature can be found by visiting www.synetiq.co.uk and using the green ‘Help’ button at the top right of the homepage.