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Shop Direct and Webhelp have been shortlisted in two categories at the prestigious Retail Week Customer Experience awards, to be held on the 23 June 2016 at The Hilton on Park Lane.
As finalists in the categories of ‘customer service initiative’ and ‘customer experience team of the year,’ the partnership has been recognised for service delivery and team effort in the early stages of what is a long-term digital transformation programme for Shop Direct.
Shop Direct began working with Webhelp in August 2015, having chosen to partner with the business process outsourcer primarily for its digital, insight and analytics capability. Highlights from the relationship so far have included the addition of greater self-serve options for Shop Directs customers and a 100% increase in the amount of digital contacts managed.
David Turner, CEO at Webhelp UK, said: “When we began working in partnership with Shop Direct last year we were given the challenge of transforming to serve the needs of Shop Direct’s customers. Their customers want to shop when, where and how it suits them, and this extends to the customer service experience. To meet their expectations, we need to provide a seamless omnichannel customer contact experience. This is our sweet spot.
“It’s great to see the progress made by both partners to date towards achieving this vision, and for this progress to be recognised through being shortlisted in the Retail Week Customer Experience awards.”
For more information, or to arrange an interview, please contact
Heather Astbury, head of PR at Webhelp, on +44(0)7825 593242 firstname.lastname@example.org