Close

Choose a country

United KingdomEnglish
South AfricaEnglish
IndiaEnglish
InternationalEnglish

Our dedicated insight teams use the most advanced strategies to replace intelligent guesswork with evidence-based certainty to improve your customer management.



Voice of the Customer

Voice of the Customer (VOC) is crucial to fully understanding the customer experience you are offering. VOC insight goes beyond analysing the communications between you and your customers – our specialised customer insight teams also analyse what customers are saying about you. It is both an informational and problem-solving tool.

At Webhelp, we can offer a closed-loop VOC strategy:

customer insight, customer journey, voice of the customer, demand forecasting, customer journey map

 


Customer Journey Mapping

We use data and analytics to develop comprehensive insight and predict what when, how and why customers are going to buy. With that knowledge, you can get ahead of possible defection with Next Best Action planning. Every contact with a customer should cost less than it brings in – so it’s vital to take advantage of these.


Demand Optimisation

At Webhelp, demand optimisation is an intelligent way to maximise customer service excellence while lowering costs. It is crucial that demand optimisation is done well – customers should feel better served, not neglected.

We base all of our demand forecasting and optimisation strategies on an intelligent framework with four key goals:

  • Understand customer journeys and their relationship to contacts
  • Use data intelligently to identify the root causes for contacts and eliminate them before contact is necessary
  • Optimise self-service solutions
  • Achieve business control by using insight generated from analysis to accurately forecast demand

To read more about demand optimisation or other Insight services from Webhelp, contact us today.


Related sections

Sales
Service
Retentions
Collections
Multichannel
Omni-channel
Language Hubs & Location Strategy
Contact the Webhelp

Insight Team

Contact us
Contact

Amersfoort

Amersfoortsestraat 28 /28a
3821 CB Amersfoort
Netherlands
+31 (0)88 9324000

News & Insights

Recommended for you
Service Provider
Solution Designer
Technology Enabler
News
DPC partners with Webhelp for the governments’ public advice and information

As of February 2019, Webhelp will carry out all public information announcements of the Public and Communication Service (Dienst Publiek en Communicatie - DPC). Through a tender, DPC has consciously chosen an innovative partner with extensive experience in service provision for the national government. On behalf of all departments and executive agencies of the central government, DPC is...

Blog
5 tips for optimising your cash flow and avoiding a crash when your company is on the rise

Lack of cash: all fashion brands are short of cash at some time or another. This was the reason for organising a workshop entitled: "Cash is king - How to optimise cash flow at each stage of your development". It was suggested by the Fédération Française du Prêt à Porter Féminin (French...

News
Rotterdam’s working talent brings Webhelp to Port City Rotterdam

On June29th, mayor Aboutaleb officially opened the Rotterdam office of Webhelp. The originally French business process outsourcing company is located in the Delftse Poort, right next to Rotterdam's Central Station. Next step in Customer Experiences A good chance when you contact a company or...

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 terms and conditions.

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 terms and conditions 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