Close

Choose a country

United KingdomEnglish
South AfricaEnglish
IndiaEnglish
InternationalEnglish

The only way to effectively meet customer demand is by investing in BPO that is specifically tailored to a multichannel customer environment. Webhelp assigns importance equally across customer contact channels and has invested heavily in cross-channel success for our clients.

Phone

Engaging with customers using voice channels isn’t entirely outdated, but it is often unnecessary. Webhelp uses data and analytics to gain actionable insight into the problems that are causing people to pick up the phone, and passes that information on to our clients.

Mobile

In addition to engaging over voice channels, we make extensive use of SMS in a range of areas. We reduce demand by using SMS to send out information customers normally call for, and send text messages after an interaction to obtain the NPS score.

Mobile apps now enable customer conversations to take place via in-app chat. They also reduce demand by providing information that, in the past, would have been obtained via phone or email. Taking on challenges like providing app chat advisors is part of Webhelp’s ongoing drive towards full omni-channel provision.

Digital

Our people are offered tailored training that empowers them to succeed on a range of digital channels. Webhelp also offers dynamic web forms that reach our advisors directly, allowing them to initiate contact and facilitate fast resolution.

A good digital strategy enables you to respond quickly to market changes, increase conversions, reinforce your brand and drive customer advocacy. With Webhelp, you can hit the ground running and ensure that you are keeping up with your customers.

Webchat

Webchat is today’s fastest-growing customer contact channel, and is used increasingly to foster sales as well as support customer service. It goes beyond websites and across to mobile apps and social media, and is fast becoming a mainstream customer service channel.

We stay away from reactive approaches, where chat buttons are scattered all over your site, and focus on proactive approaches where you invite customers to chat at the right moment. Webchat is used to assist self-service; we keep the flow from self-service to assisted self-service seamless as part of an overall omni-channel provision.

Our webchat people are chosen specifically for their ability to communicate effectively on that channel. We don’t blend telephone and chat advisors unless absolutely necessary – instead, we recognise that they have two very different skillsets and play to their strengths.

Social Media

Social listening is hugely important to understanding and working with perceptions of your brand, and figuring out exactly how much demand social can remove from channels like email and voice. At Webhelp, we use advanced listening tools to ensure social media’s impact on customer service is overwhelmingly positive.

Engagement is fundamental to social media success. Our advisors are trained to align fully with your brand image and message, while still being empowered to provide First Contact Resolution. In the past, social media was handled by marketing and PR; now it is adeptly steered as part of effective customer service. With our expertise and highly trained people, your business can take full advantage of social media and enjoy consistent sales, more customer satisfaction and increased brand advocacy.

Contact the Webhelp

Multichannel Team

Contact us
Contact

London

48-49 St James Street
London
SW1A 1JT
United Kingdom
(+44) 1324575000

News & Insights

Service Provider
Solution Designer
Technology Enabler
Blog
The Game-Changer Mindset

New business ideas that are channeled towards creating innovative products pop up every day, however, very few of them manage to change the status quo in their respective fields. Executing an idea is just as important as the people who drive that change – they are a critical success factor of the project. “Don’t just play the game - change the game. The goals are to create, improve...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
News
Webhelp “Think Human”

Webhelp rings in its next phase of strategic development with new brand Paris-headquartered Webhelp, the European leader in customer experience and business solutions, today revealed its revamped brand platform, supported by an updated visual identity. The group’s new brand reunites the...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
News
Oor Wullie’s Big Bucket Trail | Charity Week

Webhelp is delighted to sponsor Oor Wullie’s Big Bucket Trail 2019, Scotland’s first-ever national public art trail, raising vital funds for children in hospital across Scotland. Each week of the event takes on a different theme, as it is Charity Week, it’s a perfect time to look back at...

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
AI AND AUTOMATION: IMPROVING THE CUSTOMER EXPERIENCE

  The Webhelp Disruptor Series. Be part of it!   This paper has been borne of conversations with experts within Webhelp and beyond and is also the result of a YouGov study of over 2,000 adults in the UK. Find out consumer attitudes towards AI and automation and read expert views...

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

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