Webhelp Expands Into the Healthcare Sector with Acquisition of Direct Medica
Direct Medica is the leading French healthcare customer relationship management firm 14th acquisition for Webhelp in four...
Engineering the ideal customer experience is a complex proposition. Taking advantage of data, analytics and optimised training will entirely transform the sales side of your business, leading to considerable financial gain and improved performance across both sales and service.
Our strategies have enabled at least one organisation to achieve more than 100% uplift in sales over a 12-month period.
Webhelp specialises in maximising the sales potential of service calls. We use analytics and intelligent decision-making tools to prompt our people to make the most appropriate sales offer based on each customer’s profile. And, because our advisors are dual-skilled – trained and incentivised as both service providers and sales makers – they’ll focus on service excellence first, earning the right to attempt a sale.
By turning customer conversations into sales opportunities we’ll open up previously untapped routes to revenue growth for your organisation.
Our approach to new customer acquisition is scientific and rigorous. It’s based on knowing what offer to make (and when) to every single prospect, and it’s reinforced by our ability to predict not just who will buy today, but who will buy the most.
Webhelp’s Intelligent Outbound sales service brings precision and predictability to new customer acquisition. It uses predictive analytics to:
Webhelp uses powerful technology to maximise the performance of the high-calibre sales teams we employ. Our dialler is linked to our analytics engine, to programme the right call at the right time for every advisor. Then, our Unified Agent Desktop presents all the information they need to bring the sale home – from detailed demographic profiles to individual Next Best Action recommendations.
Digital sales offer previously untapped opportunities to our clients. By optimising email, webchat and online self-service tools, we empower businesses to optimise the most effective sales solutions.
At the same time, we use data-led initiatives to achieve better sales performance. Optimising customer data and creating a webchat environment that facilitates high concurrency and sales rates will ensure you race ahead of the competition. Analytics-driven changes like the implementation of recommendation engines boost income from digital sales while enhancing the customer experience.
Success in sales means enhancing performance across multiple channels. Customer journey mapping and predictive models enable us to assess the best opportunities and help your business to adapt accordingly. Whether you need to transform training methods or company-wide multichannel processes, we can find the issue and solve it using data and analytics.
Enabling your people to make sales across multiple channels is proven to be effective – research has demonstrated that customers are more likely to buy if they have more options for doing so.
It’s time to reshape your service calls in line with the advantages offered by big data. We can implement CRM changes that prompt advisors with Next Best Actions at the right stages of a service contact. Boosting the value of each contact ensures that every interaction costs your business less than it brings in.
The reality of service contacts, across all channels, is that they are inevitable. If you optimise these service contacts to enable sales success, then you can reduce costs across the board while increasing profitability.
Customer service excellence doesn’t have to stop when the selling starts. If anything, including cross- and upselling in your service calls can improve customer satisfaction and advocacy. Our analysis of customer journeys, conducted via proprietary mapping tools, allows us to optimise the key selling points in service-based interactions for the benefit of both you and the customer.