Close

Choose a country

United KingdomEnglish
South AfricaEnglish
IndiaEnglish
InternationalEnglish

Data and Analytics

As a business partner, Webhelp helps you to collect, aggregate and analyse customer data. With a team of experienced data champions and the use of advanced analytics methodology, aided by cutting-edge technologies, we manage change and enhance data-driven decisions.

Our mission is to enable our clients and partners to go beyond traditional contact centre metrics and transform their customer experience through the intelligent use of data. At Webhelp we use analytics to power performance, inform transformation and ultimately deliver financial gain.

Customer Data and Intelligence

data and analytics, customer data, insight

The Webhelp Data and Analytics Approach

Understand and Optimise Every Customer Interaction

We examine the key performance indicators (KPIs) around customer service in your organisation – your customer satisfaction score (CSAT) and net promoter score (NPS). From there, we isolate the problematic elements and start mapping areas that require improvement.

A key part of our customer contact understanding and optimisation process is finding ways to improve the rate of demand. While every customer interaction has value, many customers would benefit from their service providers pre-empting their needs and smoothing out the communications process with fast resolution and self-service options.

We analyse the entire spectrum of customer contact to find the sticking points – the areas where your contacts are either failing to find resolution or getting caught in a feedback loop of trying and failing to find resolution. By reducing demand, we optimise every contact.

Optimise the Customer Journey

Using proprietary customer journey mapping tools, we identify the problem journeys – the areas where contacts are going wrong and generating dissatisfaction. Once we have found the issues, we work with you to develop the most effective changes for your people, processes and systems. Often, a small adjustment in policy or procedure is all it takes to transform the customer journey from a cross-channel odyssey into a short and pleasant trip. When this is achieved, satisfaction and advocacy go up, and your contact expenditure goes down.

Optimise Customer Value

We maximise the value of every customer on every contact by using the unstructured data that is often overlooked – everything from social media dialogue to webchat transcripts can play a role in analysis and customer segmentation.

First, we build predictive models to identify those likely to respond to cross- or upselling, or who are likely to complain or leave. Then we use our acquired insight to build targeted interventions into the CRM. Advisors are offered prompts during every customer interaction – even service calls or quick webchats. These tailored suggestions maximise the value of every customer contact, without turning every interaction into a sales call.

Contact the Webhelp

Data and Analytics Team

Contact us
Contact

Stockholm (Nordics cluster)

Solna Torg 19,
171 45 Solna,
Stockholm
+46 8 5010 4000

News & Insights

Solution Designer
Service Provider
Technology Enabler
News
Webhelp response to the Covid-19 Coronavirus

Webhelp Business Continuity in a responsible manner Our response to the Covid-19 crisis ensures the continuity of our business for our people, our clients and their customers. We face an unprecedented time of disruption and uncertainty. From individuals, to families, to companies, we have all been impacted by the effects of the virus. We recognize that the global landscape faced by all...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
News
A message from the Founders

  ​​​Hello, We are facing an unprecedented situation today, which requires that we take an exemplary citizen's approach to protect the most vulnerable people and to do everything we can to limit the spread of this pandemic. Thank you for your mobilization in recent...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
Blog
Digital assistants: more than just a home bot

Artificial intelligence and machine learning opened the doors to a new innovation that promises to make everyday life, whether at home or at work more convenient: digital assistants. Voice activated devices quickly became the new must-have piece of intelligent furnishing in many households. Digital...

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
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...

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