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Blog
Speech Analytics: Improving the Customer Experience

This week’s #techenabler vlog. Chris Bryson, Global Analytics Director at Webhelp, discusses about the importance of speech analytics in customer experience. Speech analytics delivers rapid insight into a range of improvement opportunities, based on an analysis of a large number of customer conversations. Some of the benefits of speech analytics include an improved understanding of...

Blog
Paris Retail Week: Impresee

This week’s #techenabler vlog. Webhelp Innovation team spent some time at the Paris Retail Week meeting with technology companies and startups. Let’s present you a Chilean startup which has an Image recognition bot for Customer Service. To learn more, and see a brief demonstration, watch...

Blog
WhatsApp launches new business features for customer service

This week's #techenabler vlog. Webhelp Innovation Director David Pattman's view on the announcement by WhatsApp about the launch of their business platform. The Facebook-owned chat platform just announced that it will test some new features designed specifically for business-to-customer...

Blog
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 strategic C-suite roles change to drive digital transformation within a business? To learn more, and see a brief demonstration, watch this...

Blog
Brands can define their culture just by talking to customers

One of the more exciting aspects of customer service moving from phones and email to a wide variety of social channels is that brands can engage in public dialogue with customers - everyone else can see the conversations that are taking place. In some cases the conversations can be hilarious; in...

Blog
Why data breaches are disastrous for retail brands

Over the past two years, retail has suffered more data breaches than any other industry. Security breaches are particularly troubling for retail brands because they often hold a large amount of personal data on customers. This can include their complete shopping history, payment details and delivery details. Retailers around the world have paid a high price for losing customer data in various...

Blog
Voice-activated retail: what does it mean for you?

Conversational commerce is a rapidly emerging trend; one which is creating convenient voice-activated retail experiences mediated by tech companies. This week, Walmart announced that is partnering with Google Assistant, which will allow customers to shop via their Android or Google Home...

Blog
Retailers hope for a boost as Alipay is now accepted in the UK

Alipay is one of the leading mobile-based payment systems in China. It’s a part of the enormous Alibaba retail empire and is used by over half a billion customers. It has never before been available in the UK, but this month (August 2017) Barclays started a trial that they plan to run until...

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