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Engaging with customers using voice channels isn’t entirely outdated, but it is often unnecessary.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

Recommended for you
Service Provider
Solution Designer
Technology Enabler
Blog
The importance of the human touch in customer experience

Author: David Turner, CEO, Webhelp As new technology drives a sea change across the customer experience sector, it is important to evaluate how the public honestly values personal interaction as a service need. Webhelp conducted research with the polling experts YouGov asking 2,000 British adults for their thoughts on Artificial Intelligence (AI) and how it might change the way that brands...

News
Ten Heart-Warming Calls Show Why Consumers Prefer Human Customer Service

Leading customer experience provider Webhelp asked 8,000 contact centre employees to share their most distinctive customer interactions   4 April 2019 The woman whose cats eat better than she does. The holiday shopper who provided life advice and inspiration. And the mum-to-be who was...

News
British consumers say impact of artificial intelligence will not be positive

44% do not think Artificial Intelligence will impact them positively in any way and 52% say it will make dealing with brands more impersonal  4 April 2019 Large majorities of British consumers prefer dealing with humans over automated services for everything from querying a bill (85%) and...

Whitepaper
AI AND AUTOMATION: IMPROVING THE CUSTOMER EXPERIENCE

How do we really want to interact with brands? What do we really think about AI and Automation? How important is it to strike the right balance between human talent and AI and Automation for CX? Read our new paper to find out more.   The Webhelp Disruptor Series. Be part of...

Case Studies
Post Office Limited®

...

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