The strategic C-suite role and digital transformation
This week's #techenabler vlog. Webhelp Innovation Director David Pattman's view of the future of IT, innovation and customer experience. How will...
Compelling customer experiences are not accidental. They are engineered with careful use of analytics-driven insight, deployment of or consultation on the right technology for your needs, and dedicated training. And the work doesn’t end once solutions are in place – we combine data analysis with ongoing innovation and insight work to identify and solve problems across your business.
Customer service excellence revolves around ensuring that interactions are easy, effective and pleasant. In addition to surveying customer opinion, our sophisticated approach to measuring customer effort analyses the actual progress of interactions and journeys to identify opportunities to improve.
Effective customer service means always working towards First Contact Resolution. Our work in insight and analytics has demonstrated that measuring customer satisfaction and NPS is far more effective than depending entirely on traditional metrics like average handling time.
Our advisors are empowered to go that extra mile for customers. With tailored suggestions and prompts coming through during every interaction, every customer conversation is personalised, pleasant, and likely to drive advocacy.
Our people are highly trained to handle problems with minimal need for escalation back to our clients. Using knowledge base solutions in alignment with our UAD system, our advisors can access all the information they need to solve customer problems and promote self-help. In the process, we minimise unnecessary repairs and returns and increase brand advocacy.
Our support runs across multiple channels, including email and webchat. Developments like dynamic web forms and webchat allow your customers to communicate quickly and effectively across their chosen channel, increasing the likelihood of First Contact Resolution.
All of our technical assistance services are highly scalable – whether you have a large customer base in one area or a smaller one scattered across different countries and languages, we offer a stellar service across multiple channels.
Almost 50% of the people who use social media have used (or attempted to use) it for customer service. Consumers expect their conversations with you to be fluid and spontaneous and in real time. However, the people behind the tweets and posts still need to be empowered to effect real change for unhappy customers. We ensure this happens by training our best customer service advisors to engage on social media, offering fast resolution and boosting your business’ reputation.
Our use of sophisticated social listening tools enables us to report on how customers are discussing your business, and apply that consideration to the work of our social media advisors. Together, we can build customer advocacy and ensure your online reputation grows in a positive way.
Companies that serve a broad geographic region are ideally positioned to benefit from BPO. Webhelp has a fantastic track record of consolidating services in key language hubs, using a tiered system to ensure appropriate coverage for each language. When it comes to multilingual services, rightshoring goes far beyond consolidation and cost saving: it also ensures that your customers are served in a way that accommodates their communication needs across multiple channels.
Our multilingual services are highly scalable. We use a shared bi- or tri-lingual advisor model to serve smaller businesses with a scattered customer base, and establish bigger language hubs with skilled talent for larger global businesses.
Taking a data-led approach to customer service enables us to optimise every channel for maximum service quality and effectiveness. Offering assistance and information across multiple channels, including social media, empowers your customers to get in touch in the way that best suits them; with quality consistent across the board.
Our drive to implement and maintain multichannel service solutions has led to a 20% reduction in voice contacts for one of our clients.
Back-office support is no less demanding or critical to service success than any other customer care element. Our back office services extend from inside sales support to facilities management and beyond, with a consistent focus on enabling better service on the customer-facing end by ensuring smooth operations behind the scenes.
Using dedicated back-office tools like Qlikview we enable more effective operations via tailored strategies, such as gathering all operational and financial data into a single hub to maximise efficiency. We also make ongoing use of industry-specific data-driven insight to create a better service for our clients’ employees and their customers.
Through insight and strategic service development, we have delivered financial gain, performance improvement and contact demand reduction for our back-office clients. These advantages are then passed on to customers in the form of efficiency, cost savings and more effective communication.