Close

Choose a country

United KingdomEnglish
South AfricaEnglish
IndiaEnglish
InternationalEnglish

SHOP DIRECT APPOINTS WEBHELP TO TRANSFORM ITS DIGITAL CUSTOMER SERVICE CAPABILITY

Shop Direct, the UK’s largest multi-brand digital retailer, has announced a new partnership with customer experience solutions provider, Webhelp, as part of the company’s drive to become a truly world class digital retailer.

 

The partnership, valued at £209million will see Webhelp deliver multi-channel customer experience on behalf Shop Direct. This will include customer service support through traditional voice contact alongside inbound support through webchat, email and social media channels.

With 75 customer relationship centres and 28,500 employees globally, Webhelp now forecasts 2015 revenues of €650 million. The company has grown its presence in the UK significantly over the past six years, tripling its UK headcount to more than 7,200 people.

The move is a positive step forward in Shop Direct’s pursuit to transform its digital customer service offering and Webhelp has been appointed on the strength of its transformational capabilities.

Shop Direct is the UK’s second largest pure play retailer, with annual sales of more than £1.7 billion. The company’s digital department store brands include Very.co.uk, which currently receives over a million visits each day.

As part of the agreement around 1,500 people, based in Cardiff, Bolton, Aintree and South Africa, have transferred to Webhelp by TUPE agreement.

David Turner, CEO of Webhelp UK, comments: “Shop Direct’s customers want to shop when, where and how it suits them – online, via mobile and tablet and seamless omnichannel customer contact must underpin their experience.

“At Webhelp we aim to work with our clients to deliver exceptional customer journeys. That means not just offering highly responsive service but also highly personalised service across all channels

“We’re excited to be working with one of the largest digital retailers in the UK, in what is a significant partnership for our business. We will now undertake a review of the business, as we continue to challenge digital customer service standards.”

 

Issued by Citypress on behalf of The Webhelp Group

For more information please contact Heather Astbury, head of PR at Webhelp, on +44(0)7825 593242 heather.astbury@uk.webhelp.com

 

About Webhelp

Webhelp UK is part of the Webhelp Group; customer experience innovators across a range of digital, social and traditional voice channels to a diverse international client base.

From 12 locations across the UK, Webhelp provides multi and omni-channel services to some of the UK’s most progressive brands and businesses. Webhelp UK, which has its operational headquarters in Falkirk, Scotland, has grown its revenues by 112% in the last four years by focusing on value-based outsourcing, omni-channel engagement and experience analytics to create optimal customer journeys.

The Webhelp Group employs 28,500 people from 75 locations worldwide and has its UK headquarters in London, England and global headquarters in Paris, France.

About Shop Direct

Shop Direct is the UK’s second largest pure play retailer, with annual sales of more than £1.7 billion. Our digital department store brands include Very.co.uk, which is now a £800 million brand, and receive over a million visits each day.

 

We exist to make good things easily accessible to more people. With our department store range, market-leading ecommerce and technology capabilities and unique financial services offer, we’re well placed to deliver on that promise.

 

We sell over 1,000 famous brands, including big name labels and our own exclusive brands, and deliver 48 million products to our four million customers every year. Our click and collect service,Collect+, delivers to more than 5,500 stores across the country, increasing ease and convenience for customers.

 

For more information on Shop Direct, visit www.shopdirect.com or follow us on Twitter at@ShopDirect.


Webhelp
Article by: Webhelp

News & Insights

Recommended for you
Service Provider
Solution Designer
Technology Enabler
News
Webhelp’s market expansion strategies in the contact centre outsourcing market earn it accolades from Frost & Sullivan

Webhelp's keen focus on agile customer experience (CX) solutions has helped it grow across Europe in an intensely competitive market Based on Webhelp’s successful growth strategy across Europe, Frost & Sullivan has recognised the company with the 2018 European Market Leadership Award in contact centre outsourcing. Over the course of several years, Webhelp has diversified its industry...

News
Gobeyond merges with OEE consulting creating a customer experience leader

Webhelp, Europe’s BPO industry leader, accelerates differentiation with new consulting investment KKR backed Webhelp today announces the acquisition of OEE Consulting and its merger with gobeyond to create an industry leading customer experience (CX) transformation services business with...

Blog
The augmented seller

B2B expresses new needs, initiated by the digitalization of the customer journey and influenced by individual behaviour, which lead to significant changes: The first contact with the trade occurs later in the proces The purchasing cycle is getting longer Buyers need sales representatives...

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...

Case Studies
Post Office Limited®

...

×

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