Choose a country

United KingdomEnglish
South AfricaEnglish

Our dedicated insight teams use the most advanced strategies to replace intelligent guesswork with evidence-based certainty to improve your customer management.

Voice of the Customer

Voice of the Customer (VOC) is crucial to fully understanding the customer experience you are offering. VOC insight goes beyond analysing the communications between you and your customers – our specialised customer insight teams also analyse what customers are saying about you. It is both an informational and problem-solving tool.

At Webhelp, we can offer a closed-loop VOC strategy:

customer insight, voice of the customer, customer journey, customer engagement

Read more about how Webhelp utilises Voice of the Customer here.

Customer Journey Mapping

We use data and analytics to develop comprehensive insight and predict what when, how and why customers are going to buy. With that knowledge, you can get ahead of possible defection with Next Best Action planning. Every contact with a customer should cost less than it brings in – so it’s vital to take advantage of these.

Demand Optimisation

At Webhelp, demand optimisation is an intelligent way to maximise customer service excellence while lowering costs. It is crucial that demand optimisation is done well – customers should feel better served, not neglected.

We base all of our demand forecasting and optimisation strategies on an intelligent framework with four key goals:

  • Understand customer journeys and their relationship to contacts
  • Use data intelligently to identify the root causes for contacts and eliminate them before contact is necessary
  • Optimise self-service solutions
  • Achieve business control by using insight generated from analysis to accurately forecast demand

To read more about demand optimisation from Webhelp, read our white paper.

Contact the Webhelp

Insight Team

Contact us


1 Central Park Avenue
Central Business Park
United Kingdom
+44 (0)1324 575 000

News & Insights

Recommended for you
Solution Designer
Service Provider
Technology Enabler
Embracing immediacy and the connected customer

In a very detailed report on the state of the connected customer that gathered information from over 7,000 survey respondents. The research is over a year old now so some detailed sections may have moved on, but the broad conclusion is still valid. The Salesforce research focused on how increasing customer demands are changing the way that companies need to do business. New technology has put...

Ronald Van schijndel appointed CEO webhelp the Netherlands

Ronald van Schijndel has been appointed as the new CEO of Webhelp the Netherlands. Ronald steps into this role following the unexpected passing of our dear colleague and former CEO Gert-Jan Morsink with whom he’s worked closely on the development and growth of the business since 2012. Thanks to...


How often are travellers using digital methods? What channels are customers using most frequently? And has the internet, as many predicated, replaced the traditional travel agent?   The Travel Industry is one sector that many people believed would be disrupted the most following the...

Brits Are Looking Forward to a Traditional Family Christmas

  Electronic devices and computer games don’t make it into top 10 of gifts   With Christmas just days away, the majority of Brits are looking forward to time with friends and family this festive period, according to the latest consumer research from customer experience expert,...

Case Studies
Webhelp People Analytics