Case Study: Leading Health and Beauty Retailer reduces handling times and boosts customer satisfaction with Synthetix

How Major UK Beauty Retailer Reduced Handling Times And Boosted Customer Satisfaction

Synthetix worked with a leading Health and Beauty Retailer in the UK that needed a better customer service experience across self-service and agent-assisted channels. The retailer’s existing FAQ capabilities were limited and difficult to manage, and they wanted a solution with stronger analytics and feedback to improve customer satisfaction.

Using Synthetix’s Knowledge Base, Live Chat, Intelligent Forms, and open API for RPA integration, the retailer streamlined common requests like order updates and VAT receipts. The results included a 35% reduction in inbound email volume, 8x faster query resolution for agents, 93% average customer satisfaction, and 20% of website visitors finding answers through the FAQ first time, with over 40% choosing live chat over forms.