Close

Choose a country

United KingdomEnglish
South AfricaEnglish
IndiaEnglish
NordicsEnglish
NorwayEnglish
DenmarkEnglish
FinlandEnglish
SwedenEnglish
LatviaEnglish

Knowledge and understanding is key to successful customer retention. Digital channels combined with insight from analytics have empowered Webhelp to predict customer behaviours with ever-increasing accuracy, based on an understanding of all of the information that can be collated about them. Both the static information in customer accounts and the dynamic insights garnered from interactions are used to form a strong understanding of what each customer wants and needs, and accurately identify the reasons for account cancellation.

Once this information has been collected, we use it to determine Next Best Action retention strategies on the basis of each profile. When customers get in touch to cancel their contracts, our people can present them with tailored offers. This ability eliminates the need for aggressive tactics and even promotes an increase in financial gain. For one telecom client, we not only retained more customers – we also dramatically increased customer spend, generating £60 million in revenue over 12 months.

A fundamental element of customer retention at Webhelp is the ability to predict customer dissatisfaction before they even make contact. Using data analysis, it is possible to identify signals or triggers that could indicate a potential defection. From there, we can determine the Next Best Action; whether that is getting in touch proactively to make an offer that better fits the customer’s circumstances or lining up the perfect response for when they next get in contact.


Contact the Webhelp

Retentions Team

Contact us
Contact

Berlin

Webhelp Communications GmbH, Zweigstelle Berlin
Sickingenstr. 70-71
10553 Berlin
Deutschland
+49 (0) 30 59 00 27 100

News & Insights

Recommended for you
Service Provider
Solution Designer
Technology Enabler
News
Webhelp Becomes Key Player in Regtech BPO with Acquisition of GreenPoint

  Leading global customer experience and BPO company, Webhelp, has announced the acquisition of top French firm, GreenPoint. GreenPoint is a pioneer in digital and mobile management of Know Your Customer (KYC), digital processing of customers’ records and customer on-boarding.  The company is experiencing rapid growth as demand for compliant digital and mobile solutions for  customer...

News
Leading business process outsourcer Webhelp officially unveils new site in Riga

RIGA, AUGUST 24, 2017. Leading global business process outsourcing and customer experience expert Webhelp, officially unveils a new site in the capital of Latvia, Riga to create more than 200 jobs by the end of the year. It allows Webhelp to expand and offer Russian language capability from a new...

Whitepaper
The Spring of B2B Marketplaces : Modelling the impact of B2B Marketplaces strategies

Following the presentation of The Spring of B2B Marketplaces at the Marketplace Summit by Mirakl, we are pleased to make this fascinating study available to you! This study covers the state of B2B marketplaces today, and is proudly co-created by Roland Berger, Mirakl and Webhelp Payment...

Blog
Are High Street Stores Now The Weakest Link For Retailers?

As I have often detailed here, omnichannel is here to stay. Customer expectations today demand that the experience they have of a brand is just as good online as offline and however they choose to communicate, the service will be great. That’s what customers expect today, but for many brands...

Case Studies
Success through Service for a Leading Office Supply Company

...