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    • Our Services - Customer Experience and Contact Centre Services

    Insight

    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

    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:

    customer insight, voice of the customer, customer journey, customer engagement

    Customer Journey Mapping

    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.

    Demand Optimisation

    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:

    • Understand customer journeys and their relationship to contacts
    • Use data intelligently to identify the root causes for contacts and eliminate them before contact is necessary
    • Optimise self-service solutions
    • Achieve business control by using insight generated from analysis to accurately forecast demand

    To learn more about Demand Optimisation and the other aspects of Webhelp’s Insight service, contact us today.

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