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Syndeo - Customer Service Fit for Generation Y

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by Startacus Admin

, is an innovative new platform looking to change the way call-centre and organisation customer support is delivered.

Millennials, AKA Generation Y, no-longer see 'chatting' as something exclusive to face-to-face conversation or over the phoneSyndeo chit-chat. Now general chat happens on social media and messaging apps such as Facebook Messenger. 

So you can imagine the pain in the a@%& effect that standard over-the-phone call centre customer support can have on a millennial. In fact, pause for a second - does anyone like having to deal with call-centre service and customer support? (No offence to anyone that works in call-centres).

Step forward new Belfast based startup Syndeo that's aiming to help organisations engage and communicate with an emerging generation of “on demand” customers.

Oliver LennonFounded by seasoned entrepreneur Oliver Lennon, Syndeo aims to revolutionise the world of customer service using a new intelligent messaging platform that connects consumers with brands whilst harnessing the power of expert communities to deliver the optimum customer experience. Think chit-chat and support via Facebook Messenger.

Oliver Lennon, founder of Syndeo explained: “It is our mission at Syndeo to re-define customer Syndeocommunications to meet the needs of the new generation of consumer and dramatically improve relationships between consumers and brands.  

“In the UK alone, there are some 20 million Millennials and in the US the figure is greater than 100 million. Will they go searching for a phone number or email address when they want to communicate with an organisation? I don’t think they will.”

According to Lennon, industry reports indicate that the mobile phone is only used 20% of the time for making calls with the clear majority of our communication today taking place within “social media apps”, so when a brand needs to communicate with their customers they need to stop thinking of the call centre as the primary mechanism for doing so.

Explaining how organisations can use Syndeo, Lennon goes on to explain:

Syndeo"They can quickly define the customer service options they need to provide, decide which social media messaging apps they wish to deliver these options over and if they wish to allow some of those queries to be resolved through a community of expert users. When the platform is configured, which can happen in a matter of minutes, utilising artificial intelligence and machine learning the platform then determines the optimum experience to resolve the customer’s query.”

The Syndeo team is currently based in the Ormeau Baths innovation space in Belfast. 

Mark Dowds, co-founder of Ormeau Baths, said: “Oliver and his team see huge opportunity in helping organisations to respond to the changing demands of a new generation of consumers and I’m sure we will hear much more about Syndeo as the company continues to grow.”   

We too look forward to seeing how Syndeo develops over the coming months. 

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Published on: 28th October 2017

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