Close

Choose a country

United KingdomEnglish
South AfricaEnglish
IndiaEnglish
InternationalEnglish

There is a simple concept at the heart of omni-channel thinking: understand what customers want to do and use that knowledge to offer seamless customer service, irrespective of channel or device. It is important to get this right – there is substantial evidence that, when served in an omni-channel fashion, consumers spend more.

An omni-channel customer strategy is made up of two basic parts: the first is facilitating customer behaviour, and the second is shaping it.

Organisations that have taken the first omni-channel step will, at the very least, be able to recognise the customer across each of those channels and acknowledge previous interactions with a view to facilitating the ideal journey.

When it comes to the second move in the omni-channel approach, it is time to use the power of analytics. You can see where customers hit road blocks, giving you the opportunity to remove them, or identify opportunities to streamline the journey for both customer convenience and your own economy.

Making Omni-channel Possible with Technology Enablement

Webhelp’s role as a technology enabler extends across multiple business areas, including implementing omni-channel. We use a tool called Unified Agent Desktop (UAD) to bring every channel together, enabling our people to carry on seamless conversations with customers across multiple channels. UAD brings every channel and customer record together in one interface, leading to reduced handling times and an improved experience for everyone involved.

 

We are not able to show you this content because of your cookies preferences. Please allow VIZDOR on the cookies preference manager to see this content.

Related sections

Contact the Webhelp

Omni-channel Team

Contact us
Contact

Helsinki

Palkkatilanportti 1 (kuudes kerros), 00240 Helsinki
+358 20 7189759

News & Insights

Solution Designer
Service Provider
Technology Enabler
News
Webhelp response to the Covid-19 Coronavirus

Webhelp Business Continuity in a responsible manner How we respond to the Covid-19 crisis to ensure the continuity of our business for the benefit of our people, our clients and their customers. We face an unprecedented time of stress and uncertainty. From individuals, to families, to companies, we have all been impacted by the effects of the virus. We recognize that the global landscape of...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
News
A message from the Founders

  ​​​Hello, We are facing an unprecedented situation today, which requires that we take an exemplary citizen's approach to protect the most vulnerable people and to do everything we can to limit the spread of this pandemic. Thank you for your mobilization in recent...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
Blog
Digital assistants: more than just a home bot

Artificial intelligence and machine learning opened the doors to a new innovation that promises to make everyday life, whether at home or at work more convenient: digital assistants. Voice activated devices quickly became the new must-have piece of intelligent furnishing in many households. Digital...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
Case Studies
[Fashion] Fifty Jeans – Launch your brand without cashflow problems!

...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
Whitepaper
B2B Marketplaces are blossoming

Following our publication last year of " The Spring of B2B Marketplaces ": it is time to look back and to answer these questions: has there been some movement in the market? Have B2B players evolved in their marketplace business models? Is launching a new market observatory worthwhile? The answers...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
Load more
×

Webhelp Cookies Preference Centre

Strictly Necessary Cookies
The website requires the use of cookies for essential functional requirements and these are outlined in the cookies policy.

Enhanced Functional Cookies
Some features of this website use services provided by third parties websites. These features use cookies to implement their services on this website and may collect data about your visit to help them optimize their functionality. The Webhelp cookies policy outlines the cookies used by these services.

We have links to social networking such as Twitter, Facebook and LinkedIn.
These websites are third party sites. We do not place cookies on their behalf, and do not have control over the way they collect or use your data.
We encourage you to read more about their policies:
Twitter
LinkedIn
Facebook