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Retail and E-commerce

Service, sales and a seamless experience

In retail, customer service presents the same challenges whether the business is online, instore or both: to deliver a seamless experience at every touch point, maximise sales across every channel and device, and live up to their promises regarding product availability and delivery. To create a strong retail brand that consumers will return to they must turn shopping into retail therapy – effortless, relaxing and ultimately enjoyable. With an omni-channel approach to service and sales Webhelp is powering retailers’ ability to win hearts, minds and revenue share. And we’re doing so with lean operations that maximise margins.

First choice for retail and e-commerce

Our omni-channel retail operations support leading businesses across Europe. We’ve helped digital new entrants to take the market by storm and traditional retailers to expand into e-commerce.

C Discount
We provide customer support for the entire online retail process, including order taking and updates on delivery status.
La Redoute
We provide customer service for the ordering process, and support the mail order and e-commerce areas of the business.
Webhelp assists customers with orders and payments via phone and email, providing general support for the mail order and ecommerce sides of the business.

For the omni-channel retailer…

Integrate channels for channel-hopping shopping.

Maximise revenues wherever you sell.

Build brand loyalty with effortless service.

Protect your margins with lean operations.

Manage the online marketplace.

Leverage omni-channel technologies to accelerate change.

Channel hopping shopping

Whether your customers are shopping online or instore; whether they’re asking for service via their mobiles, their tablets or the good old landline phone, they want a seamless experience that makes shopping fun. By working with clients to integrate channels, we’re making it possible to recognise customers however they make contact and let them channel hop as they shop.

Maximising revenues

We support PCI compliant sales across every channel. Our telesales activities are disciplined and strong, and we’re leading the way online. We’re maximising online revenues with proactive webchat strategies and spearheading the development of social as a sales channel. Tuned in to the Voice of the Customer and using analytics to predict buying behaviours, we target the right customer with the right product at the right time. Because our sales advisors are supported by personalised "next best offer" prompts via their desktop, and because our service people are skilled in cross- and upsell, we’re confident no sales opportunity is lost or overlooked.

Building loyalty through effortless service

In service operations we focus on creating loyal advocates for your brand by reducing customer effort, resolving issues on first contact and going the extra mile to engineer a truly enjoyable retail experience. There’s more to it than being friendly and polite. We can get it right first time for your customers because we integrate to your supply chain – so we can give reliable information about orders and deliveries. From there we build rich knowledge bases that allow our advisors to give the right answer first time. We judge our performance by NPS and Customer Effort – measures of your customers’ brand engagement (and relaxed frame of mind).

Lean operations – healthy margins

In a retail market with tight margins we build lean operations. We use root cause analytics and demand management to reduce contacts that add unnecessary cost to your business. With advanced workforce management we give you staff and resources for seasonal peaks without a cost burden for the rest of the year.
As an international operator, we’re helping retailers expand beyond their home markets at low cost with multi-lingual services from strategically located centres. And with innovative rightshoring strategies we’re leveraging the advantages of lower-cost locations without compromising service quality.

Managing online marketplaces

Our website administration and supply chain management services are a bonus for any online retailer or marketplace. For many marketplaces we’re managing extensive supplier networks, posting deals and offers, maintaining websites in multiple languages and even reconciling payments. For retailers we’re designing effective online customer journeys and developing mobile apps that enhance the shopping experience.

Leveraging omni-channel technologies

Through partnership and acquisition we’re building a portfolio of leading-edge technologies that can supplement, enrich or replace your legacy systems to accelerate omni-channel customer management.

Related sections

Business process and customer experience outsourcing

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