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.

Contact the Webhelp

Omni-channel 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

Solution Designer
Service Provider
Technology Enabler
Blog
What should brands know about demographics and emotional connection?

For the third chapter of the Webhelp Disruptor Series, Webhelp takes a deep dive into the hot topic of ‘emotional connection’ and explore the following questions: ·        To what extent emotional connections exist between consumers and brands? ·        What forms an emotional connection? ·        How people behave if they are emotionally connected to a...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
Case Studies
Adem, Program Manager, Nuremberg

...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
Whitepaper
#4 OneShot – Culture

Table of Content: A Word : Location A Figure: 32% stock market valuation for companies with a strong customer culture Three Opinions: Culture, what impact does it have on your performance? A piece of information: At Renault, design has become THE cultural priority. A Demo : Cultural...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
News
New Webhelp commissioned research reveals that customers will pay more, be more loyal and recommend brands they have an Emotional Connection to.

Data shows emotional connection increases consumer action To thrive in today’s competitive landscape, it is essential that brands cultivate an emotional connection with their customers, according to a new YouGov online survey of 2,013 GB adults. Commissioned by leading customer experience...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
News
Webhelp raises £31,000 for charity partner Together for Short Lives

Generous Webhelp employees have raised an incredible £31,000 for Together for Short Lives, which was the company’s corporate charity partner for 2019. Led by their Engagement Ambassadors, they took part in some inventive, inspiring and fun activities to raise vital funds for Together for...

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