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Webhelp sijoittui korkealle johtavan analyytikon NelsonHallin vertailussa kaikilla sosiaalisen median palvelutarjonnan osa-alueilla

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Yritys saa analyytikoilta kiitosta

8 helmikuuta 2021

Johtava analyytikko NelsonHall on antanut tunnustusta johtavan globaalin asiakaskokemuksen (CX) ja liiketoimintaratkaisujen tarjoajalle Webhelpille kyvyistä tuottaa sosiaalisen median palveluita.

Yritys sai tunnustusta kolmella ydinalueella: asiakaspalvelu ja myyntikyky; online-maineen hallinta; ja sisällön moderointi-, luottamus- ja turvallisuusominaisuudet.

NelsonHallin arviointityökalu (NEAT), joka on osa ”nopeutta hankintoihin” -aloitetta, antaa strategisille hankintapäälliköille mahdollisuuden arvioida toimittajien kykyä ja tunnistaa alan parhaat suorittajat valinta- ja ostoprosessin aikana. Menetelmässä arvioidaan erityisesti palveluntarjoajien kykyjen laatua useissa eri kategorioissa, kuten tekniikka ja työkalut, palveluinnovaatiot, maantieteellinen jalanjälki ja skaalautuvuus.

“Olemme innoissamme siitä, että NelsonHall on tunnistanut sosiaalisen median kykymme. Nyt enemmän kuin koskaan, ja yhä digitaalisemmassa maailmassa, yritysten on tarjottava laadukkaita ja luotettavia asiakaskokemuksia. Webhelpillä on monipuolinen valikoima digitaalisesti mahdollistettuja palveluja, joiden avulla voimme tukea maailmanlaajuisia tuotemerkkejä heidän sosiaalisen median vuorovaikutuksessaan ja maineen kehittämisessä ja työskennellä itse sosiaalisen median alustojen ja markkinapaikkojen kanssa tukeaksemme turvallisempaa online-ympäristöä käyttäjille. Olemme erittäin ylpeitä saavutuksistamme tällä alueella ”, sanoi toinen Webhelpin perustajista Olivier Duha.

NelsonHall CX Services -analyytikko Ivan Kotzev sanoi:

“Webhelpin vahva suorituskyky sosiaalisen median tuessa ja myynnissä perustuu omaan teknologiaan, kanavanhallintakokemukseen ja CX-konsultointikykyyn. Huomionarvoista on yrityksen asiantuntemus liidien generoinnissa ja myyntitoiminnassa sosiaalisilla kanavilla, mikä on entistä tärkeämpää brändeille, jotka haluavat kohdata asiakkaitaan näillä kanavilla.

Analyytikkojen yhteisö on nostanut usein esiin Webhelpin laajat valmiudet ja kasvavan maailmanlaajuisen jalanjäljen, ja arvostettu yhdysvaltalainen analyytikko Gartner nimitti Webhelpin ”Niche Playeriksi”. Tämä perustuu analyytikoiden raportointiin Webhelpistä nousevana tähtenä vuosina 2019/20, kun yritys vahvisti maineensa teollisuuden uutena mutta uskottavana vaihtoehtona perinteisemmille toimijoille Pohjois-Amerikan markkinoilla.

Nämä viimeaikaiset tunnustukset alleviivaavat Webhelpin sijoittumista johtajaksi asiakaskokemusten hallinnassa (CXM) PEAK Matrix® Assessment 2020 -sovelluksessa sekä johtajaksi CXM:ssä Euroopassa, Lähi-idässä ja Afrikassa (EMEA) globaalin analyytikon, Everest Groupin, PEAK Matrixissä. PEAK Matrix tunnistaa Webhelpin olevan erityisen vahva sekä vision että kyvykkyyden suhteen. Everest-ryhmän positionti ulottuu myös uuteen raporttiin, jossa Webhelp tunnistetaan pääkilpailijaksi etätyöratkaisuissa muiden globaalien toimijoiden joukossa.

Everest Group kirjoitti WAHA (Work at Home Agent) CXM Services PEAK Matrix Assessment -sivustollaan:

“Webhelp ajaa digitaalista muutosta pilvipalvelujen käyttöönoton, CX-konsultoinnin ja automaation kautta tekemällä yhteistyötä teknologiatoimittajien, kuten Amazon Connect, MS Azure ja UiPath, kanssa niiden alustoilla asiakkaiden vaatimusten mukaisesti. “

Webhelp named CXM Leader by Everest
Group for the second time in 2020

Following our positioning as a Global Leader in Customer Experience Management (CXM) by the leading analyst, Everest Group, we have now been recognized as a Leader again in its CXM in EMEA Services PEAK Matrix® Assessment 2020, rating high in terms of vision and capability.

This report is an objective recognition of Webhelp’s successful growth strategy, and our unique people-first, end-to-end approach with Skand Bhargava, Vice President, Everest Group saying:

“Webhelp is a leading CXM provider globally, especially in Europe, supported by a large multilingual workforce of more than 60,000 agents. With a focus on digital transformation, CX consulting, and customer journey orchestration, Webhelp has been able to drive exponential growth over the last few years,”

He continues “Further, its deep digital and domain expertise, outcome-focused approach, and strong leadership have allowed it to resiliently navigate the uncertainties created by COVID-19 and continue on its growth journey.”

This result builds on our strong track record in analyst rankings and assessments, and our second year as a Leader in the PEAK Matrix, with Everest Group specifically highlighting our strong coverage in major industry verticals, our geographical delivery footprint, and the value delivered to our clients.

Everest Group defines Leaders as companies that deliver consistent Customer Experience Management (CXM) Services through expansion in new regions, serving various buyer sizes, and delivering high satisfaction scores due to greater technological and advanced digital capabilities.

For this EMEA edition, Everest Group selected 21 organizations to evaluate and compare for their 2020 report based upon the service provider’s market success, vision and strategy, service focus and capabilities, digital and technological solutions, domain investments, and buyer feedback.

OneShot Influence

Influence- New edition of the OneShot

Our 5th edition of OneShot is here! We hope you will enjoy reading about this wide theme, so deeply rooted in our everyday life.

So what have you learned from the crisis? Many attests to the irony of social distancing strengthening bonds and communications between colleagues. At the heart of this new dynamic, digital relationships have Intensified, and digital technology has played a very significant role.

The health and economic crisis is forcing us to focus on the immediate future. Nonetheless brands shouldn’t lose sight of other changes in society. Old power – no business will survive if it’s purely based on old power values: formal and centralised governance, a secretive mindset, the elitism of experts. People no longer trust authority, the bedrock of old powers. They want to act, to participate and to learn. New Power – requires brands to focus more on flat hierarchies and complete transparency.

Did you know that just behind WhatsApp, TikTok is the second-most downloaded non-gaming app in the world? And when compared to Instagram, the engagement rate is much higher? With millions of subscribers and a wide fan base, you should definitely check it out if your target audience is on TikTok.

Read all about these exciting and thought-provoking topics and more, in our latest edition of OneShot.

Read our OneShot

Your Guide to build an efficient patient-oriented strategy at a
global scale

In a context fueled by digital disruption and global acceleration, healthcare companies must design a new framework to better provide a seamless, constistent care accross all moment and all frontiers Through this white paper, Webhelp Medica reveals its best practices and learnings based on more than 20 years of expertise. Mixing feedbacks, testimonials and regulatory analyses, here are the keys to a winning strategy.

Read the Whitepaper Here

The future of travel in the post COVID world

The arrival of COVID-19 may have changed the travel industry forever. We’ve asked sector expert, and Webhelp Group Chief Sector Growth Officer, Nora Boros, to reflect on how far we have come and, most importantly, what the future holds for this most human of industries?


What was the travel industry landscape prior to COVID-19, were there any ongoing issues, or significant changes on the horizon?

Although it feels like an age away right now, looking back to 2019 the outlook for the travel industry was fairly optimistic and, on the whole, the industry was in a place of maturity in customer experience - especially when compared with other sectors which might be perceived as being weaker in this area such as financial services.

In fact, the industry had developed some depth in the ability to emotionally and personally connect with its audience, in order to deliver unique leisure experiences.  Brands were using new consumer behaviours to create buy in, especially in creating enriched customer journeys, something that I explored in a previous blog.

As travel is such a broad and diverse industry, some disruption was evident and there were emerging players and newcomers to the market, joining travel from competing sectors.

There was the growth of personalised, sustainable and eco-tourism, and its impact on the traditional value, luxury and price based travel campaigns - plus the continued arrival of start-ups, bringing new technology, fresh services and additional booking avenues to the industry.

Unfortunately, some areas of the travel industry were already financially fragile. For example, where low operating margins coincide with high cost in distribution or intermediation. This is especially apparent in models where there are go-betweens such as resellers, who are bridging the gap for providers and the consumers themselves, and draining income flows.

Alongside this, there was the growing financial challenge faced by the traditional retail brick and mortar travel providers from new players in digital technology.

And, there was huge impact from the way that technology can very quickly, change a regional provider to a global one – going digital provides the ability to easily disseminate an offer across multiple geographies and languages.

Interestingly, at Webhelp we are in the perfect position to provide support in this area, creating a unified customer experience across multiple markets.

What was the initial response to COVID-19 from the industry, and what challenges did Webhelp face as a company?

In the past decade, the travel industry has weathered many storms, including the ash cloud crisis in 2010 and the impact of the tragic events of 9/11. So when COVID hit, there was the awareness that it was going to hurt – but it was approached with a certain amount of resilience.

We saw a significant drop in sales volumes across our existing client operations, which we approached with a high degree of flexibility. As a people first company, we value our people and moved to protect them with swift workforce management measures like redeployment and adapted hours while working to reduce negative financial impact on our clients.

The travel industry has a substantial learning curve when producing the best customer advisors, particularly in the airline, tour-operating and hospitality segment. There must be a deep understanding of the sector, tools and processes – which can only be provided by time-served and highly trained advisors.

We focussed on retaining this wealth of experience; we knew that once the immediate challenge passed, our clients would need a highly skilled service.

And, it’s important to note, that as sales volumes fell, customer service needs in areas like refunds, information and rescheduling rose dramatically.  We protected the industry and our clients by cross-skilling advisors, redeploying them and introducing homeworking, where possible, to protect our people and ensure continuation of service.

We have also deployed automation where possible to accelerate digital transformation at a lower cost.

We entered a crisis discussion with one of our clients, who were understandably deeply concerned for their business and were considering calling off their contract. In response we provided a clear and robust financial roadmap through the crisis, working with local legislation to retain our people, safeguard their salaries and reduce the financial drain on our client and the ability to re-invest the savings to the post-crisis situation.

And now, as the industry is gradually returning to business under the next normal, our client is in an ideal position to come back strongly – and appreciates the flexibility, cost reduction and value Webhelp brought to the long term relationship.

Can we touch on the impact of COVID from an air travel perspective?

Yes, obviously the global travel industry has a symbiotic relationship with the airline industry, because travel by its very nature is closely linked to transportation.

The past three months have created a highly unusual situation, with limited (or no) cross border transportation and grounding several airlines.  This is without a doubt one of the single largest crisis’ to hit ANY industry, and we will see ripples and consequences for the next decade, if not longer.

There will be lasting consumer trends resulting from this, including a renewed interest in sustainable tourism and more purposeful, meaningful travel.

The recovery period for airlines may create a decrease in availability resulting in a potential price increase, both for the leisure market and particularly for business travellers. I think that for the corporate market, recovery will be much longer, and many companies will need to adapt their propositions to suit this new reality.

As a consequence we should see short term growth in domestic markets, as people have less in their pockets and less opportunity for international travel. There will be a return to travel as a simpler and more meaningful activity, with family relationships and new experiences assuming greater importance as some global destinations are limited.

The way ahead for the industry and your thoughts on the future of Travel under COVID-19?

Transformation and restructuring will be visible across the whole industry, which is already evident in the actions of Ryanair and British Airways and hotel chains like Marriott and Hilton. Travel companies will need focused customer experience during this difficult time and Webhelp can really support operational and digital transformation in this area.

Change is certainly ahead for the hospitality industry, and some independent hotels could struggle to comply with the new social distancing regulations, reduced guests and increased costs required to stay open while maintaining the bottom line.

Travel brands, like Airbnb, and Expedia, with more diversified portfolios or private rentals where new regulations and safety measures can be introduced quickly, may be in a position to benefit.

As we live more flexible work lives, leisure travel will become blended with business needs, creating the new travel concept of ‘Bleisure’, something that we will be exploring in future blogs.

The real trends will become more apparent in the first quarter of next year, as the financial and social effects of COVID become clearer.

And finally, I think that the human experience of travel, the need for personal contact and connection will be increasingly valued and promoted.

Travel is the most universal way to unlock boundaries and understand how diverse and beautiful the world is, and I am confident that the industry will recover and remerge. It may be changed but will remain just as meaningful.

In future blogs we will explore the travel horizon in further detail, re-imagining the customer experience and looking at how this can unlock meaningful opportunities for the travel industry. Feel free to contact Nora Boros via LinkedIn and to explore more of our services.