Discovery Lab

Webhelp's Discovery Lab identifies the issues that our people are facing on a daily basis in contact with customers. They bring these challenges to our insight experts in the Discovery Lab and work with them to develop solutions. Once these solutions are created and tested in the lab, our clients can roll them out business-wide. Learn more about the work of our advisors and Insight team here.


EARL

Extended Application for Reverse Logistics (EARL) is a unique application that was developed by Webhelp Xtrasource. It offers full visibility for software and tech vendors across the entire repair and returns cycle. To learn more about EARL and Xtrasource, click here.


Singles Day and Black Friday: CX Ideas from China

black Friday

November 11th was Singles Day in China. This is a holiday to celebrate pride in being single, but more importantly for retailers, there is a tradition of treating yourself to gifts on this day. This year was bigger than ever, with $17.8 billion in sales in a single day for the Alibaba Group alone.

To put that in context, the UK has Black Friday coming up at the end of this week. Last year UK Black Friday sales just tipped over the £1bn mark, with retail sales for the entire weekend at £3bn. This was up 35% on the figures in 2014 and analysts are predicting that we will see another record year in 2016. Many retailers have already started offering Black Friday discounts and some are spreading the sale over most of November, rather than just focusing on a single day.

As I was reading about Black Friday predictions and the success of Singles Day, I started wondering why Europe and the USA don’t make more of an effort to learn about the customer experience in China. There are over 800 million smartphone users in China and over 430 million of them regularly shop online using Alibaba - retail on this scale is unheard of in any single European market.

What struck me too, was how much the Chinese have adopted live streaming video as a part of the retail customer experience. In a recent Forbes magazine feature, Alibaba executive vice chairman Joe Tsai said: “Live-streaming is the biggest internet trend in China today.” Product communications in China increasingly favour an infomercial format featuring internet celebrities or narrative storylines. Danielle Bailey of digital intelligence firm L2 noted that of the leading cosmetic brands they monitor, 70% regularly use live streaming.

Black Friday is going to be huge this week, but it’s clear that if we really want to learn more about the customer experience of huge retail events then Singles Day in China is where to focus.

What do you think we can learn by comparing these events and what we could learn about trends like live streaming video? Leave a comment below or get in touch on LinkedIn and let me know.


Webhelp for Financial Gain

Webhelp offers its clients the opportunity to achieve financial gain - in the form of both increased revenue and reduced costs - without compromising on the customer experience. Click here to download the Webhelp for Financial Gain white paper, covering our approach to contracting, investment and the delivery of continuous improvement.


WEBHELP LAUREAT DU PRIX NATIONAL ETI AU PALMARES 2016 DU DELOITTE IN EXTENSO TECHNOLOGY FAST 50

Le groupe Webhelp annonce aujourd’hui qu’il a obtenu le prix national ETI du Deloitte In Extenso Technology Fast 50 qui récompense les entreprises technologiques à forte croissance. Ce palmarès est réalisé en fonction du taux de croissance du chiffre d'affaires sur les quatre dernières années. Webhelp a connu un taux de croissance de 225 % pendant cette période.

 

Fondé en 2000, le groupe Webhelp est un acteur global du BPO (Business Process Outsourcing), spécialiste l’expérience client. Olivier Duha, co-président fondateur de Webhelp déclare : «Le Deloitte In Extenso Technology Fast50 vient récompenser les efforts de nos 35 000 collaborateurs, dans plus de 26 pays, et leur contribution à la croissance exceptionnelle de notre groupe, né il y a seulement 16 ans. Ce prix distingue à nouveau notre forte croissance. Webhelp s'est développée en s'appuyant sur 3 facteurs clefs de succès : l'ambition, la discipline, et la prise de risques. Cette dernière s'est matérialisée par des rachats successifs, par l'entrée régulière de nouveaux partenaires, et par l'intégration de nouveaux métiers et de nouvelles cultures. Une stratégie qui nous a valu d'être 8 fois lauréat du prix Deloitte In Extenso Technology Fast 50 dont 5 fois dans le palmarès national. ».

 

« Le palmarès Technology Fast 50 met en lumière des entreprises comme Webhelp qui témoignent du formidable élan d’innovation et de création de valeur des entrepreneurs français. Avec déjà 16 éditions à son actif, le palmarès Technology Fast 50 France est devenu une référence pour les investisseurs français et internationaux. Nous sommes très fiers de compter Webhelp parmi les lauréats 2016. » déclare Laurent Halfon, Associé Deloitte responsable national du Technology Fast 50.


Unified Agent Desktop (UAD)

Explore the different issues and challenges addressed by UAD, our truly omni-channel solution for customer experience.To learn more about our engineered approach to omni-channel customer experience, click here.


Webhelp SA & Columba Leadership Activating Youth 2.0

As part of its commitment to youth development in South Africa, Webhelp has partnered with Columba Leadership Activating Youth 2.0 to engage with pupils in Grade 10 and 11 at Fumana Comprehensive School, a low income school based in Katlehong, South of Johannesburg. Read more about Webhelp's social responsibility approach here.


Webhelp’s Discovery Lab

Using feedback from our people, Webhelp creates tailored solutions to customer service challenges and offers actionable insight to our clients. To learn more about our Discovery Lab, click here.


Service Provider

Webhelp's role as a customer service provider covers a range of areas, with customer experience always a priority. Click here to see our range of services.


Solution Designer

As experts in solution design, Webhelp is committed to ongoing exploration of the answers to questions and challenges in the customer experience. Click here to learn more about our approach to solution design.