Manufacturers and OEMs
Every customer request, served and followed through.
Before the sale, Syntalyze helps customers choose the right model from your range, compared side by side on what matters to them. After it, Syntalyze does what a manual cannot. A manual answers only a fraction of why customers get in touch: it cannot say where their free headphones are, and it cannot track a repair, follow a courier delivery or update an account. Syntalyze takes each request at any hour, works it through your systems, your repairers and your team, and follows it through to done. When the fault can be fixed at home, it walks the customer through the fix first.
Repair deflection
Fixed at home, not booked in
A reset, a filter or a setting is dealt with in the chat, step by step on the customer's own model, instead of becoming an engineer visit or a unit in the post.
Returns avoidance
"Faulty" is often a setting
A product that will not pair, connect or start is often set up wrongly rather than broken. The fault is taken through the checks before it is sent back as faulty.
Call deflection
Done in the chat, without a call
Claims, bookings, deliveries, account changes and status checks are run in the chat, day and night. When a person is needed, they receive the conversation with the customer, the product and the details already gathered.
Before the sale
The right model, compared on what matters.
Asked for a quiet dishwasher or a fridge freezer within a budget, Syntalyze recommends from your own range and compares the models in a table: one row per model, a column for each specification the question turns on, and a link to each product page. Specification questions are answered model by model from your own product data.
When it needs doing
What the manual cannot do, done.
Each journey identifies the customer and the product, takes the details, checks them against your rules, calls your systems as it goes and records the outcome. Where a person is needed it hands to your team in hours, or sets a follow-up with a due date. Built in the visual editor, without code.
Repair booking and tracking
A repair or collection booked with your repairer, with the customer, the product and the fault already on the job. "Where is my repair?" is answered from the job’s live status, and each change is sent before they ask.
Delivery tracking
Connected to your order system or your courier’s tracking, so "where is my parcel?" gets the real answer at any hour, and a delay is passed on before the customer chases it.
Account management
The customer identified first, then their contact details, registered products and preferences updated in your own systems, with the change recorded against them.
Warranty claims and returns
The purchase details checked against your warranty rules; the claim raised, or the reason it does not qualify given straight away. A return authorised once the fix has been tried.
Parts and accessories
The right part for their model found and ordered through your own order system, then followed to delivery.
Product registration
Model, serial number and purchase date taken in the chat and written to your product register, with the confirmation sent by email.
Promotion chase-ups
"Where are my free headphones?"
A common and often overlooked reason customers contact a manufacturer is a promotion: a free gift, a bundle or cashback that came with their purchase and has not turned up. Each one is a call, then another to chase it.
Syntalyze takes the claim at any hour, checks it against the offer's terms, such as the dates, the qualifying models and the claim window, and passes it to whoever fulfils the promotion, your own team or an agency. The customer is kept updated as it moves, and it is tracked through to done, so the chasing call never comes.
Repairers
Your repairers, on your process.
Repair partners and service agents work each job in their own portal, without access to your systems: the customer, the product, the fault and your steps for that job. Every status they set lands on the customer's record, so the customer is kept updated and "where is my repair?" is answered in the chat.
- Each partner's technicians, skills, shifts and start addresses held in one place
- Your timescales and visit lengths set per product and fault code
- Jobs allocated to the technician with the right skill and the shortest drive
- Every partner on one scorecard: on time, fixed first time, satisfaction
When it can be fixed at home
The manual describes the product. Customers describe the problem.
Manuals are written at head office, around features, settings and specifications. Customers arrive with what went wrong at home, in their own words, and it is often something the manual never set out to answer.
Even where the manual does have the answer, it rarely prevents the call. It is static paragraphs in a document that few customers ever open. Syntalyze turns the same content into an answer in the conversation, at the moment of the problem: the steps for their model, one at a time, with a picture of each, and a troubleshooter that asks a question and narrows the fault before it offers a fix.
- Each manual tied to its model, and re-tied at any time; warranty terms and general guides stay in play beside it
- Interactive walkthroughs: steps with a picture of each screen or part, inline in the conversation
- Troubleshooters that offer fixes in order of how often each has solved the fault, best first
- Your own team writes on top of the manuals, each language its own version, started from a translated draft
- Ready-made content packs, priced separately, on any plan
Voice of Customer
See what drives every call, return and complaint.
Every chat, call recording, transcript and review is brought together and read for what the customer wanted, which product it was about and how they felt. The result is not a word cloud. It is the reasons behind your returns, your costs and your unhappy customers, and how your own contact centres handled them.
So your team fixes causes, writes for real demand rather than the feature list, and coaches agents on evidence from their own calls.
- What customers really ask: every intent and sub-intent by volume, cost and CSAT, with the questions your content could not answer and a draft to fill each gap
- Where returns come from: return requests by product and reason, so the cause is fixed rather than the refund processed
- What drives cost: the products and journeys behind the most contacts, handling time and cost, with each journey drawn and switched from volume to cost to mood
- Where dissatisfaction starts: the topics, journeys and moments where mood drops, and the agent phrases that come before a poor rating
- Agent compliance across your contact centres: every call checked for the phrases agents must say and must never say, scored per agent, with the transcript marked up and coaching aimed at the actual gap
- Included on Professional and Enterprise
What customers get
Fixed at home, or booked in the same chat.
Starter answers from your manuals. Professional adds the journeys, your repairers, Voice of Customer and the walkthroughs you write. Enterprise brings more languages and content written for you.
Put Syntalyze on a test page with your own manuals.
Upload a manual for each product, tie it to the model, and ask it the faults your support line hears most. Fourteen days free.