Case Study: Yorkshire Building Society achieves better customer service and efficiency with Synthetix

Yorkshire Building Society And Synthetix 17 Years Of Delivering Excellent CX

Yorkshire Building Society, one of the UK’s largest building societies, needed to improve online customer service across its brands while reducing pressure on call and email channels. It worked with Synthetix, using a customer service chatbot and self-service tools to help customers resolve queries online and guide them through key journeys such as mortgages.

Synthetix implemented its AI-powered self-service software, live chat, and chatbot capabilities across Yorkshire Building Society, Barnsley Building Society, Accord Mortgages, and other brands, with live chat enabling seamless escalation when human support was needed. The results included a 30% reduction in inbound calls and a 53% reduction in emails for Yorkshire Building Society, plus a 41% reduction in calls and 30% reduction in emails for Barnsley Building Society, helping improve efficiency and customer experience.

Yorkshire Building Society

Debbie Hill

Change Manager (eCommerce)