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Transformation is necessary to survive

22nd December 2016

Webhelp is a fast growing company. The French company is rapidly expanding its expertise and footprint. The Business Process Outsourcer recently acquired the French social media agency Netino and further acquisitions are expected in the Netherlands in 2017. Thomas Blankvoort, Director of Business Development & MarCom at Webhelp Netherlands and General Manager of subsidiary Xtrasource talks about customer experience industry trends and Webhelp’s role in a changing market.

SERVICE PROVIDER
Today’s consumers demand immediate assistance
“Webhelp’s core business was, and remains, providing high-quality service which is why we continue to set the industry benchmark. Our industry is extremely competitive and creating and designing differentiating offers can be difficult. Nevertheless, we always take on the challenge of creating added value; strong brands make sure they are best in class. The economy is transforming into a service oriented market in which more emphasis is placed on efficiently utilising products and services, rather than product ownership. Clear examples of this transformation are Netflix and Airbnb. Furthermore, consumers expect the very best service at any given moment, in any given channel, and in the language of their choosing, regardless of location. On top of this, customer service contact is becoming more and more personal, and sales offers reflect this trend. By using data and analytics, these offers are continuously customised for each client. Webhelp plays an important role in this process and we continuously need to improve interaction with consumers in this light.”

DESIGN SOLUTION
Services at all touchpoints
“Consumers are more demanding than ever before and companies need to adjust in order to survive. A 360-degree customer view and a customer journey that seamlessly connects all touchpoints and meets, or even exceeds consumer expectations, that’s what it’s all about! To achieve this, B2C organisations must transform into flexible organisations. Webhelp is in this transition as well. We are becoming a Business Process Outsourcer; a role that provides new opportunities.  Customer experience remains the focal point of our business but we offer a much wider variety of services with the conviction that these will enhance the customer experience. We now offer solutions for many crucial touchpoints throughout the customer journey: digital sales through chat, social engagement through social media, but also solutions for payment issues and RMA’s. We take a scientific approach based on data, analytics and insights, both in B2B and B2C markets to drive value for clients and experience for users!

TECHNOLOGY ENABLER
Technology centre in customer experiences
“Technology plays an increasingly pivotal role in our day-to-day lives. For this reason, technology is key for Webhelp.  We are currently developing our own chat bots in order to improve our knowledge and assess consumers’ perception of these advances. I am convinced that human interaction remains important, especially in more complex situations, but I also believe that chat bots and other self-service solutions will come to the fore in 2017. As a global player, we push the limits integrating technology into our services. Only then are we able to engineer new customer experiences.

 


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