Will robots transform the retail customer experience?
Robots are endlessly in the news in recent months. They are moving from the factory to shop floor and contact centre with the intention of improving...
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 (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:
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.
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:
To read more about demand optimisation or other Insight services from Webhelp, contact us today.