Digital
 strategy & UX

How do we do that?

By questioning and sometimes challenging our client’s certainties. By helping companies be creative. We want to push pragmatism vs fantasy, meaning vs dogma, vision vs trends.
A digital strategy is then transformed into a substantial UX, defining UX as a person’s perceptions and responses that result from the use of a service.

We deploy three main capabilities:

Insight & consultancy:

We bring experience, benchmarks, market best practices & analysis to your projects in order to go beyond trends and make the right strategic choices.

Product roadmap:

Putting a good idea into practice is not always easy. We help our clients to define the roadmap best suited to their strategic and economic requirements, their culture and their resources.

Creative strategy:

For a company, being creative means focusing on the right issues and having confidence in its potential to solve them. Sometimes innovation springs up. We help our clients challenge and embrace this potential and clarify the vision for their next products.

UX Design:

For us, an application is a promise and a unique proposition, and it cannot be limited to trend-driven standardization. We give meaning to our customers’ interfaces with expertise that is backed up with listening and bringing or questioning ”truths”.

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Customer Journey Design

Customer journeys provide a powerful lens for understanding the true experience of interacting with your business, from first identifying a need to it being fulfilled.

Better customer journeys achieve short-term benefits and unlock long-term sustainable growth. Through customer journey design you can:

  • Grow revenue, through increased sales, conversions, advocacy, loyalty and new product offerings
  • Reduce cost, by reducing failure demand costs and non-value generating activities
  • Improve metrics, such as NPS, speed of response and first contact resolution, and use customer experience to differentiate against competitors
  • Increase employee engagement and retention, by placing the customer at the heart of everything you do and providing a common purpose

Our approach goes deeper to understand the true barriers to frictionless experiences, assessing back-office business processes, operating model and technology as well as the actual customer facing channels and touchpoints.

With twenty years’ experience in operations and customer experience improvement, our experts in customer journey design work closely with your team to deliver the change your organisation needs.

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Acquisition

We’ll help you make the most of the insight to be found in your customer contact data. We utilise the data to predict future behaviour (purchase, repeat contact, detract, churn) turning the insight into personalised next best action triggers.

We use fact-based contact insights to help you prioritise improvements in operational performance. Increasing customer value from data driven sales and service offers. Improving your customer satisfaction and responding to customer feedback with:

Our people:
• ~100 multilingual content managers
• Experienced consultants backed by a central data science team
• Blending analytics with operational expertise

Our Processes:
• Bringing insight to life with data visualization
• Focussing on test & learn within model offices
• GDPR compliance from brief to project completion

Our Systems:
• Webhelp’s own Smart Interaction Voice of Customer solution
• Analytics workbench, visualisation &; big data processing
• Investing in specialist analytics tech &; digital businesses

Talk to us today about how Webhelp’s Analytics services can help you.

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Complaints & 
claims management

We’ll help you make the most of the insight to be found in your customer contact data. We utilise the data to predict future behaviour (purchase, repeat contact, detract, churn) turning the insight into personalised next best action triggers.

We use fact-based contact insights to help you prioritise improvements in operational performance. Increasing customer value from data driven sales and service offers. Improving your customer satisfaction and responding to customer feedback with:

Our people:
• ~100 multilingual content managers
• Experienced consultants backed by a central data science team
• Blending analytics with operational expertise

Our Processes:
• Bringing insight to life with data visualization
• Focussing on test & learn within model offices
• GDPR compliance from brief to project completion

Our Systems:
• Webhelp’s own Smart Interaction Voice of Customer solution
• Analytics workbench, visualisation &; big data processing
• Investing in specialist analytics tech &; digital businesses

Talk to us today about how Webhelp’s Analytics services can help you.

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Community Management

You will have rich and engaging conversations with your customers on social channels using
our Social Media Management services.

Working with Webhelp means your Social Media presence will benefit from:

Expert team

  • Over 800 business partners supporting more than 20+ languages
  • Dedicated Social Media Account Management
  • Flexibility of dedicated and bureau operating models

Robust process

  • Officially certified Facebook Marketing Partner
  • Personalised tone of voice reflecting your values and your brand
  • 24/7 customer relationship and alerts for incidents and threats

Specialist technology

  • R&D department and consultant team to master the right technology
  • Partner with a large a network of Social Media tools
  • Reports & Dashboards providing actionable community insights

Talk to us today about how Webhelp’s Social Media Management services can help you.

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Digital Insight & E-reputation

Our Digital insight and e-reputation services will help you to get ahead of your online
competitors. And stay ahead.

We will use our extensive expertise to give you usable insights into the digital engagements
of your customers supported by:

 

Expert team

  • More than 100 Analysts supporting over 20 languages and 1 specialist Consulting Team
  • Dedicated Social Media Account Management
  • Flexibility of dedicated and bureau operating models

Robust Process

  • Data processing & Data analysis support available
  • Custom brand reporting reflecting your values and digital strategy
  • 24/7 monitoring and alerts for incidents and threats

Specialist Technology

  • Collaboration with a large network of Social Media partner tools
  • Reports & Dashboards providing actionable community insights
  • Our Moderatus tool combines automated & human user-generated content moderation

Talk to us today about how Webhelp’s Digital Insight and e-reputation services can help you.

400+

crisis avoided in 2019

50 000+

posts analysed each month

30+

languages covered

24/7

Alerting

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Content Management

Our content management services focus on creating the right digital content for your brand
and your business.

We provide our clients with fully managed and scalable data-entry, data-processing and data
enrichment services displaying engaging online content for their users/customers. Working with Webhelp means you will have access to:

Expert team

  • 2400+ multilingual content managers and moderators
  • Dedicated Account Management supporting your content activities
  • Flexibility of dedicated and bureau operating models

Robust Process

  • Specialist project management tools including Jira, Zendesk and Redmine
  • Operational KPIs supported by real time reporting and BI tools
  • 24/7 production availability

Specialist Technology

  • Provision of all HW/SW for a virtual workplace with structured on-boarding process ensuring a smooth ramp-up process
  • Improving workflows with expertise in leading CMS, PIM, DAM, collaborative and PM tools
  • Internal tailor-made artificial intelligence and technological solutions dedicated to content management

Talk to us today about how Webhelp’s Content Management services can help you.

2400+

of Full Time Equivalent employees

9

Locations delivered

200+

clients

1

billion product pages checked and updated per year

75%

of our clients work with us for more than 5 years

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Reverse Logistics

Our Extended Application for Reverse Logistics (EARL) platform provides real-time insights into the status of every service request plus stock levels and work orders for every service center.

As a single consolidated dashboard, it not only enables you to keep your customers informed, it also helps you to identify improvement opportunities within the process. ​

Our people

  • 10+ years of experience​
  • 20+ service centers connected to EARL resulting in​ 35,000+ RMA’s managed p.a.​
  • Dedicated system development team for EARL deployments​
  • Flexible proposition – as a stand-alone service or part of a Commercial Assistance or Technical Support solution

Our process

  • Warranty rules & service scenarios automation provides real-time info to customers about their warranty entitlement​
  • Full self-service process for VIP retail partners via online portal that facilitate requests for multiple products​
  • Service requests are processed via an online app and fully automated 

Our system

  • EARL connects your frontline CRM and your back-end service center systems​
  • Integration of service centers though xml interface and webservices​
  • Dashboard provides information on your partner network, open service requests, stock levels, etc.

Our services help you to

  • Integrate your service and repairs processes hence improving the CX
  • Increased efficiency and cost reduction across the Repairs & Warranty Value Chain ​
  • Dedicated online Portals for high value Retail Partners reduce demand in the Contact Centre​
  • Consolidated real-time Dashboards that enable you to evaluate and benchmark Service Centre performance 

Consumer Electronics Age

62% growth in the consumers Electronics market till 2023 to a 400B market.
Rapid increase in the adoption of Consumers Electronics (CE) driven by expansion in the Global Middle Class especially in:

  • Smartphones
  • Tablets
  • TV
  • Other connected/smart living products

Consumer shifts to value

  • 20% decrease in revenue per user by 2023
  • Consumers are shifting to value instead of making choices based on cutting-edge and latest technologies

Costly repair processes

  • 20% of product returns in the CE market
  • In a segment where disruption from new brands is a constant and customers are increasingly looking for value, placing pressure on margins, reducing costs for repair and warranty management process key for consumer electronics sector

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Technical Support & Helpdesk Services

A successful Helpdesk combines the right tools and efficient processes with skilled and knowledgeable personnel to create flawless user experiences and that’s exactly what Webhelp is all about. ​

We deliver tailored Technical and Helpdesk Solutions that bring all of these elements together to add economic value for clients and great experiences for users. Our Helpdesk specialists are not only trained in service, we also instil advanced technical skills which makes them highly competent in swiftly resolving inquiries with first-time contact. 

Our people: 

  • Multilingual support with 25+ languages
  • Over two Million tickets/incidents processed per month
  • 24/7 consistent global coverage
  • Flexible operating models that provide exact or integrated teams depending on the need

Our processes:

  • ITIL compliant which establishes continuous improvement 
  • Customised ticket-ownership which ensures accountability of resolution
  • 24/7 monitoring and rapid response availability for incidents

Our systems:

  • Tailored dashboards which provide full visibility of service performance and ticket root-cause drivers​
  • Ability to work with existing client systems to accelerate deployment
  • Digital and Automation solutions that optimize self-service adoption
  • Customer-specific Omnichannel solutions
  • Virtual Support Assistants to increase productivity

Your added value from our tiered IT solutions:

  • Quick reaction to sudden seasonal changes thanks to flexible staff planning​
  • Fewer downtimes which increases productivity​
  • Increase of customer satisfaction ​(CSAT)
  • Permanent reduction of IT costs​
  • Certified service competence and technical know-how from our IT specialists
  • Professional expertise on the highest level​
  • Optimised steering and efficient workload of the field service
  • Flexibility in terms of subject-related demands

1,5%

Downtime impact on productivity

73%

user satisfaction relates to speed

1,7

Mb AI has the potential to improve self-service

90%

First call resolution

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Enterprise Sales Services

Selling is hard.

With the digitalization of sales, companies need skilled talents to transform the last mile into success.

Data & Marketing deliver scoring at every stage of the funnel to guide the sales to the proven business opportunity, first and foremost.

We design bespoke sales models to target, to acquire, to convert, to onboard, to develop and to retain high-value B2B revenue, and ensure your clients become promoters.

We provide agile multilingual solutions with dedicated sales profiles for:

  • Channel: Recruitment, enablement and support, including MDF and sales support
  • Corporate and Enterprise accounts, lead management for new clients or new opportunities, hybrid sales mixing field and remote sales,
  • SMB: regain the advantage in a fragmented market with advanced analytics to guide sales in hunting and farming

Our end to end monitoring accurately measures market developments and ensures continuous improvement.

Webhelp Enterprise Sales accelerates your revenue growth by designing and managing integrated B2B customer sales journeys through:

  • Demand Centre, focuses on B2B lead generation by targeting the right prospects with the right message at the right time and in the right way
  • Inside Sales, converts leads to revenue and manage account through our expert modern sales engines
  • Customer Success ensures revenue retention and growth through the activation, the service adoption development and renewal to optimize recurring revenue performance.

A world class B2B enterprise sales services:

The alignment of analytics, marketing and sales generates higher performance, up to 62% more growth according to LSA.

Advanced Analytics

  • Our data expertise identifies behaviours, builds customer segmentation and conducts predictive modelling​ insights which improves the targeting, conversion rate and customer’s value
  • We provide market insights and intelligence that support the designing and evolution of campaigns

Digital Demand Marketing

  • Digital marketing & CRM tools ensure sustainable growth through accurate targeting and hence generate qualified leads
  • Webhelp Demand Center design and run omnichannel campaigns are run in the native languages of the markets addressed, simultaneously, to ensure maximum impact and reach

Modern Sales Expertise

  • A consistent global sales coverage that is delivered from our numerous multilingual hubs in Europe, America and APAC

A BtoB play book focusing on:

  • Best people: hiring, training, motivating and retaining our sales specialists who are recruited on a graduate level and are trained to product expert level
  • Consistent sales process: aiming overperformance by orchestration and dedicated floor and work from Home management. Webhelp provides a unique fun and competitive working environment, with a prospect to career development, gamification, mobility and pay for performance model. Building integrated Web & Mobile journeys for self-service and advisor assisted Sales​.

6

weeks on average for Proven RoI

32%

marketing contribution to revenue

Empower great people with the best technology

Data & Marketing

  • Bespoke analytical models to improve targeting, conversion and customer value
  • Insight and Market Intelligence to support campaign design and evaluation
  • Aligned analytics and marketing, contacts and products segmentation, end-to-end performance dashboard

Digital Sales

  • Marketing automation & CRM tools – right people, right time, right message
  • Multi-channel campaigns ensuring maximum reach and impact
  • Building integrated Web & Mobile journeys for self-service and advisor assisted Sales

Sales Expertise

  • Advisors recruited to a graduate profile and trained to technical product expert level
  • Consistent Global coverage delivered from purpose built multi-lingual hubs
  • Dedicated working environment with prefers, gamification, flexibility, mobility and pay for performance model

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