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Data and Analytics

As a business partner, Webhelp helps you to collect, aggregate and analyse customer data. With a team of experienced data champions and the use of advanced analytics methodology, aided by cutting-edge technologies, we manage change and enhance data-driven decisions.

Our mission is to enable our clients and partners to go beyond traditional contact centre metrics and transform their customer experience through the intelligent use of data. At Webhelp we use analytics to power performance, inform transformation and ultimately deliver financial gain.

Customer Data and Intelligence

data and analytics, customer data, insight

The Webhelp Data and Analytics Approach

Understand and Optimise Every Customer Interaction

We examine the key performance indicators (KPIs) around customer service in your organisation – your customer satisfaction score (CSAT) and net promoter score (NPS). From there, we isolate the problematic elements and start mapping areas that require improvement.

A key part of our customer contact understanding and optimisation process is finding ways to improve the rate of demand. While every customer interaction has value, many customers would benefit from their service providers pre-empting their needs and smoothing out the communications process with fast resolution and self-service options.

We analyse the entire spectrum of customer contact to find the sticking points – the areas where your contacts are either failing to find resolution or getting caught in a feedback loop of trying and failing to find resolution. By reducing demand, we optimise every contact.

Optimise the Customer Journey

Using proprietary customer journey mapping tools, we identify the problem journeys – the areas where contacts are going wrong and generating dissatisfaction. Once we have found the issues, we work with you to develop the most effective changes for your people, processes and systems. Often, a small adjustment in policy or procedure is all it takes to transform the customer journey from a cross-channel odyssey into a short and pleasant trip. When this is achieved, satisfaction and advocacy go up, and your contact expenditure goes down.

Optimise Customer Value

We maximise the value of every customer on every contact by using the unstructured data that is often overlooked – everything from social media dialogue to webchat transcripts can play a role in analysis and customer segmentation.

First, we build predictive models to identify those likely to respond to cross- or upselling, or who are likely to complain or leave. Then we use our acquired insight to build targeted interventions into the CRM. Advisors are offered prompts during every customer interaction – even service calls or quick webchats. These tailored suggestions maximise the value of every customer contact, without turning every interaction into a sales call.

Contact the Webhelp

Data and Analytics Team

Contact us
Contact

Falkirk

1 Central Park Avenue
Central Business Park
Larbert
Falkirk
FK5 4RX
United Kingdom
+44 (0)1324 575 000

News & Insights

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News
Record breaking awards year for Webhelp

The votes are done and dusted, the yeas and nays have been counted and the results are in! The Customer Experience Awards season has now drawn to a close and we are happy to announce some excellent news for the UK, India and South Africa team here at Webhelp. Across all the regions, our people have been delivering outstanding service for our clients, which has been recognised at an...

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Blog
How emotion can take customer satisfaction to the next level

Author: Helen Murray, Webhelp Chief Customer Solutions Officer As we prepare to release our new Whitepaper on the importance of humanising business and creating positive emotional connections, Helen Murray, Webhelp Chief Customer Solutions Officer, looks at the current research and why keeping...

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News
Three silver awards for Webhelp at a night with the stars in London

The European Contact Centre and Customer Service Awards were held last night at Evolution London in Battersea Park. The event was a glittering affair with over 130 tables filled to the brim with the brightest and best in the industry. The stars were out in force too, with distinguished...

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Whitepaper
The Hub #11 Generation Z – September 2019

Our 11th edition of The HUB is here! In this edition, we give you insights about the new generation – Gen Z who are not only game changers but also a force to reckon with. And is data collection a friend or foe? Under this question lays the bedrock of our relationship with data collection which...

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[Fashion] Fifty Jeans – Launch your brand without cashflow problems!

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