The only way to effectively meet multichannel customer demand is by investing in BPO that is specifically tailored to a multichannel customer environment. Webhelp assigns importance equally across customer contact channels and has invested heavily in cross-channel success for our clients.
Engaging with customers using voice channels isn’t entirely outdated, but it is often unnecessary. Webhelp uses data and analytics to gain actionable insight into the problems that are causing people to pick up the phone, and passes that information on to our clients.
In addition to engaging over voice channels, we make extensive use of SMS in a range of areas. We reduce demand by using SMS to send out information customers normally call for, and send text messages after an interaction to obtain the NPS score.
Mobile apps now enable customer conversations to take place via in-app chat. They also reduce demand by providing information that, in the past, would have been obtained via phone or email. Taking on challenges like providing app chat advisors is part of Webhelp’s ongoing drive towards full omni-channel provision.
Our people are offered tailored training that empowers them to succeed on a range of digital channels. Webhelp also offers dynamic web forms that reach our advisors directly, allowing them to initiate contact and facilitate fast resolution.
A good digital strategy enables you to respond quickly to market changes, increase conversions, reinforce your brand and drive customer advocacy. With Webhelp, you can hit the ground running and ensure that you are keeping up with your customers.
Webchat is today’s fastest-growing customer contact channel, and is used increasingly to foster sales as well as support customer service. It goes beyond websites and across to mobile apps and social media, and is fast becoming a mainstream customer service channel.
We stay away from reactive approaches, where chat buttons are scattered all over your site, and focus on proactive approaches where you invite customers to chat at the right moment. Webchat is used to assist self-service; we keep the flow from self-service to assisted self-service seamless as part of an overall omni-channel provision.
Our webchat people are chosen specifically for their ability to communicate effectively on that channel. We don’t blend telephone and chat advisors unless absolutely necessary – instead, we recognise that they have two very different skillsets and play to their strengths.
Social listening is hugely important to understanding and working with perceptions of your brand, and figuring out exactly how much demand social can remove from channels like email and voice. At Webhelp, we use advanced listening tools to ensure social media’s impact on customer service is overwhelmingly positive.
Engagement is fundamental to social media success. Our advisors are trained to align fully with your brand image and message, while still being empowered to provide First Contact Resolution. In the past, social media was handled by marketing and PR; now it is adeptly steered as part of effective customer service. With our expertise and highly trained people, your business can take full advantage of social media and enjoy consistent sales, more customer satisfaction and increased brand advocacy.