esure and Sheilas’ Wheels deploy web self-service knowledge-base to improve customer service efficiency

esure, one of the largest insurance companies in the UK, has enhanced its online customer service offering by launching a web self-service knowledge-base available on both the esure and Sheilas’ Wheels brand web and mobile channels.

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The FAQ knowledge-base solution, provided by leading multi-channel customer service software specialists Synthetix, allows customers to find instant, accurate answers to their questions 24/7, meaning they don’t have to escalate to other contact channels.

The tool helps customers to find information on the esure and Sheilas’ Wheels range of insurance products and services quickly and easily, using natural language search.

Andy Sommer, Communications and PR Manager at esure, said: ‘The knowledge centre supports our focus on customer service and will aim to enhance the ongoing dialogue we have with our customers. We hope that this helps people visiting our websites to find the information they need as efficiently as possible.’

Adam Ashcroft, Director at Synthetix said: ‘esure Group is committed to providing its customers with the best possible customer choice and experience across all of its contact channels. We are delighted the key brands – esure and Sheilas’ Wheels have selected Synthetix’s multi-brand knowledge-base software to further strengthen their innovative service offering.’

Synthetix delivers “knowledge everywhere” through an award-winning suite of multi-channel online customer service applications that enable organisations to publish searchable FAQ content on the web, social networks, mobile devices and in call-centres, with live agent chat completing the loop. Celebrating 10 years of business, Synthetix is both ISO 9001 and ISO 27001 accredited and recognised globally as a leading vendor of customer service solutions.