Victor Sundén appointed CEO of Webhelp Nordic

7th June 2021

Victor Sundén, Chief Commercial Officer and Deputy CEO at Webhelp Nordic, will be promoted to CEO of the Webhelp Nordic region as of August 23, 2021. Victor joined Webhelp in early 2020 to drive strategic growth in the region.

Victor will succeed Terje Andreassen, who has served as the CEO of Webhelp Nordic for the past five years. Terje has been with Webhelp Nordic and former GoExcellent, now a part of the Webhelp Group, since 2009, and after a long tenure of twelve great years of service, he has reached a point where he would like to focus on his role as Chairman of the Webhelp Nordic Board. He will continue supporting the expansion of Webhelp while maintaining a key focus on customer relations.

Victor has extensive experience ranging from strategy consulting and advising clients in Europe and the U.S. to building and scaling internet businesses, primarily in e-commerce. These experiences provide Victor with a solid foundation for raising Webhelp’s presence in the region.

Victor Sundén stated:

 “I am honored for this opportunity to assume the CEO role during such a pivotal period of development. Like all the Webhelpers here, I am passionate about the company’s success and am committed to driving innovative customer experiences for our clients. With Terje’s support, I plan to continue executing the strategy while maintaining a significant focus on empowering our people and unlocking growth as we continue to scale. On behalf of the entire Nordic team, I want to thank Terje for his enormous contributions to Webhelp, his guidance, and his mentorship throughout this transition. Terje has made great strides in his commitment to the company’s success while helping to cultivate phenomenal culture. We’re lucky to have him serve as an advisor moving forward.”

Terje Andreassen said:

“It’s been a great honor to be a part of the Webhelp Nordic team as Webhelp has undergone a crucial period of transformation, partnering with new clients to deliver innovative CX solutions. Although I’ll be reducing my day-to-day involvement in the management of Webhelp, I will continue to serve Webhelp as a strategic advisor and building client relations as chairman of the board. I couldn’t be more pleased to see Victor transition into this new role as CEO. I am very proud of what we’ve accomplished together.”

Olivier Duha, Webhelp Co-founder and CEO shared:

“The Webhelp community have a lot of appreciation and respect for Terje’s role as Nordic Region CEO. Victor’s experience and drive will no doubt lead to a continued success for this region, and I very much look forward to seeing what greatness the team delivers.”


Webhelp keeps growing with the opening of new offices in Malaga

Webhelp, a leading global customer experience and business solutions provider, inaugurated its new offices in the Benalmar Building, located 20 kilometres from Málaga city, as the company’s new B2B sales project centre and technology hub for the local economy.

Mr. Víctor Navas, Mayor of Benalmádena, attended the inauguration together with Julio Jolín, CEO of Webhelp Spain; Victor Sunden, deputy CEO and COO Webhelp Nordic and Vincent Bernard, Chief Operating Officer Webhelp Group.

Webhelp is committed to promoting growth and employment in Málaga.

The new headquarters in the Benalmar Building, in Benalmádena, has 7,500 m2 and has been remodelled to adapt to the needs of the company and the new post Covid-19 requirements, with a capacity of up to 1,065 workstations. Webhelp estimates a 25% growth this year, generating employment opportunities and attracting talent to the local community.

Julio Jolín, CEO of Webhelp Spain said:

“Malaga is one of the Spanish cities with the greatest projection in the technological and business field. The great quality of life it offers and its extraordinary connection with other cities in Europe make it a strategic capital for competitiveness and talent attraction. Webhelp has been on the Costa del Sol since 2017 and currently has more than 60 positions open for recruitment in the coming weeks. From Benalmádena, our goal is to grow in B2B sales and promote the generation of employment, providing the best service to our clients”.

From its current headquarters in Benalmádena, Webhelp’s staff in Malaga is formed by people of around 30 nationalities offering B2B services mainly to companies in the banking and insurance sector, information technology, high tech and construction, with a strong international projection, and aims to become a hub of growth and talent attraction for the region.
In Spain, Webhelp has offices in Barcelona, Mallorca, Valencia and Tenerife and recorded revenues of 185 million euros, 23% more than in 2019. More than 75,000 Webhelpers share their talent and passion every day to help their clients make a difference, inspired by the “Think Human” vision promoted by the company.


Webhelp and Signify bring home a win at the Customer Experience Excellence Awards

28th May 2021

Webhelp, the leading global customer experience and business solutions provider, and its global client Signify, the world leader in lighting for professionals and consumers, brought home an award together at this year’s Customer Experience (CX) Excellence Awards.

The ceremony, presented virtually on Wednesday the 26th of May, as part of the NICE Interactions 2021 event, awarded Signify and Webhelp teams for the Best CX Innovation category.

The award recognized the companies for the flawless roll-out of NICE in Contact’s CXone, a cloud-based solution, enabling Signify to deliver an omnichannel experience from three consolidated multilingual hubs across Europe, the Asia Pacific, and North America. With the help of 200+ brand ambassadors who cover 40 languages, Webhelp provides multichannel customer support to Signify’s consumers and professional customers.

The technology solution also enabled ambassadors to have more precise insights into Signify’s customers’ needs while gaining back time to focus on engaging in higher quality interactions.

When Signify and Webhelp renewed their global partnership in 2019, Webhelp initiated this project to drive digital transformation and pursue world-class operational excellence on a global scale. The project featured in the submission focused on the Nordic region, which served as a front-runner for the implementation. The roll-out is currently underway across the other regions.

Luite van Zelst, Global Vendor Manager, Signify, stated,

We are proud to accept the Best CX Innovation award together with Webhelp, which reflects the immense effort and teamwork to deliver one seamless experience for our customers. With Webhelp’s support on this front, we’ve managed to build out a centralized process together, enabling us to address the core needs of our customers. Given customer-centricity is a key focus, we will continue to expand the solution with an iterative approach to ensure our customers are serviced at a high standard.

Andrea Kaminski, Global Industry Lead, High Tech and Media, Webhelp, said,

We are thrilled to receive recognition for our work with Signify. Over the past years, our teams have worked incredibly hard to support Signify’s rapidly growing global customer base. With technology enablement as a core strategic pillar of our work with clients, we’re happy to work with an organization like Signify, which is open to adapting to new technology in the ever-changing CX landscape. This award is certainly a special moment as we continue on our transformation journey together.”

NICE honored CX excellence award winners at the virtual interaction event, celebrating the delivery of exceptional experiences and CX agility through innovation. The Best CX Innovation award category recognized the adoption of innovative artificial intelligence, analytics, or automation that drove digital fluency, transformation and business results.


Alderman Vos Helix

Alderman James Vos visits Claremont site

As growth of the Business Process Outsourcing (BPO) sector in Cape Town continues to be recognised as a key driver of investment, up-skilling and jobs in the city, our South Africa team were delighted to welcome Mayoral Committee Member for Economic Opportunities and Asset Management, Alderman James Vos, and the department’s Portfolio Committee to our Claremont site.

The visit was part of a large piece of work Alderman James Vos is doing to promote Cape Town and the BPO sector, working directly with Cape BPO and BPO providers. Ranked first in the world as the most favoured offshore destination in last months BPO omnibus, over the past 3 years the BPO sector in Cape Town has attracted R3,4 billion worth of investments fuelling economic growth and employment.

Alderman James Vos explained:

When I was given oversight over the City’s Enterprise and Investment Department in 2018, one of my main goals was to see the City of Cape Town make meaningful strides in the fight against unemployment and to stoke economic growth. We could achieve this by targeting high growth sectors such as BPO and working with our Strategic Business Partners in those industries. The result is a phenomenal R3,4 billion in investments pumped into the economy in the past three years alone. The sector employs more than 60 000 people in the city, with over 17 037 of them gaining employment in the last three years.

“This goes to show that Cape Town, despite these trying times, is still seen as one of the preferred destinations for contact centres to base their operations. As a high-performance African business hub, we are working on all fronts with investors, high growth sectors and small to medium enterprises to create the right conditions for investment and development.

The BPO sector also drove over R1,2 billion in investments in the midst of the global coronavirus pandemic with Brandon Aitken, Webhelp’s Chief Commercial Officer in South Africa, saying:

Despite the pandemic, we have brought eight new clients to South Africa since the start of 2020 and in doing so created 2050 South African jobs, with 1400 of these roles coming to Cape Town. International clients from the retail sector in the United Kingdom, Europe and North America, as well as the travel sector, have driven this exceptional growth. Looking ahead, 2021 promises to be another year of new and exciting employment opportunities for young South Africans.


Albania Article multinlingual

Webhelp expands with launch of multilingual site in Albania

Albania Article multinlingual

Webhelp partners with global beauty client to bolster customer service

Milan, Italy – 29 April 2021

Webhelp, a leading global customer experience and business solutions provider, has proudly launched a new site in Tirana, Albania, as part of its strategic growth in the Italian market.

The site was officially opened on 15th April 2021 and will support a global beauty client by providing full-fledged customer service support to bolster their customer experience.

Andrea Coli, Chief Executive Officer at Webhelp Italy, said:

“We are very proud to open our Tirana site and strengthen our unique best shoring capabilities, particularly for the Italian market. We are eager to grow our team in Albania and support new and existing partners while contributing to the local economy through career development opportunities. We look forward to a fruitful collaboration with our new partner and are excited to work with such a global leader in the beauty industry.”

Since the site opening, the business is in the process of hiring and intends to create 200 jobs initially, growing to as many as 500 team members in 2022. The Albania site, selected for the geographical proximity to existing Italian operations, will offer customer experience and content management services to global clients mainly in Italian, English, German, Spanish and can offer service in Albanian and Greek for local partners.

This expansion marks the latest addition to Webhelp’s strong best-shoring network, built to leverage the strengths of its many locations to best serve local and international clients in Europe.

The Tirana office will be managed by Webhelp’s team in Milan, which also covers Italy and the Czech Republic.

Webhelp plans to utilize its 20 years of experience, dynamic expertise, and global way of working to contribute to Tirana’s economic development and the success of the customer experience industry in Albania.

Driven by a vision of making business more human and a solid and unique company culture based on a community of over 75,000 passionate game-changers, Webhelp thrives on making an impact by helping clients in a way that can deliver real value.


Webhelp partners with Microsoft to stimulate economic growth in Egypt

Webhelp and Microsoft Egypt 2

Webhelp, a global leader in customer experience and business solutions, recently entered a partnership with Microsoft to create 200 jobs in Cairo, Egypt.

An official agreement was signed with a joint mission to grow the Webhelp Egypt business to 1,000 employees by the end of 2021 and expand to more than 4,000 employees over the next three years.

Driven by its vision to make business more human, Webhelp is committed to increasing diversity and investing in programs to promote education and integration in the more than 50 countries where it operates. Already a major employer in Africa and northern Africa, Webhelp is committed to growing its sustainable investments on a global scale.

The news comes after Webhelp signed a three-year agreement with Egypt’s Information Technology Development Authority (ITIDA) to invest EGP 200M into job creation, technical skill enhancement, and economic growth. In line with Webhelp’s impact sourcing initiatives, ITIDA aims to create intensive job opportunities for highly qualified Egyptian youth in information technology products and services.

Last Thursday, Amr Mahfouz, President of ITIDA, Mirna Arif, General Manager of Microsoft Egypt, Vincent Bernard, Group Chief Operating Officer, Etienne Turion, CEO of Webhelp Enterprise, and Alaa El Khishen, Webhelp Egypt CEO, witnessed the event at the official Ministry of Communications and Information Technology office in Egypt.

Microsoft and Webhelp’s collaboration will support remote presales and sales services of Microsoft digital transformation solutions to small and medium enterprise businesses. Webhelp’s enterprise practice has developed strong partnerships with major tech players globally, thanks to its strong expertise in B2B sales in this key sector. This agreement strengthens Microsoft and Webhelp Egypt’s future ambition to generate job opportunities to spur growth and prosperity in the region.

Mirna Arif, Country Manager, Microsoft Egypt, said:

“Our partnership with Webhelp will enable job creation, enhance skills and support our country’s growth story in the post-pandemic era. As we continue to empower public and private organizations across the country to achieve their digital agendas, we will continue to strengthen Egypt’s position as the destination of choice for attracting global investments.”

Vincent Bernard, Group Chief Operating Officer, announced:

“We are proud that thanks to our enterprise expertise and global way of working, we have become a trusted partner of a major player like Microsoft. Our partnership will become part of Webhelp’s ESG initiative to empower new generations through offering the opportunity to become trained and internationally certified in pre-sales services, digital sales, and sales channels. In the coming years, we have plans to invest further in opportunities for youth in Egypt.”

Webhelp and Microsoft Egypt

Debt collection and people

Collection of overdue payments: effective and people-friendly solutions based on Commitment, Innovation and Solidarity

Debt collection and people

In a difficult social context, a new model for collecting overdue payments is needed. More people-friendly, but no less effective, the new model has three focuses: Engagement, Innovation and Solidarity, as explained during a Smart Session given by Franck Etienne, General Manager of Collections Services – Customer Financial Experience products at Webhelp Payment Services.

Methods of collecting overdue payments are changing. They are adapting to a difficult social context, scarred by both an economic and a medical crisis. For businesses, the situation is worrying and delicate: what’s the best way to make it work? In-house or with a specialist partner?

Experience shows it is wise to re-organise the model around three focuses: Commitment, Innovation and Solidarity.

 

1. Commitment: to make collection advisors more effective

As professionals, collection advisors are accountable for the advice they provide, i.e. what they say to a client. Ultimately, this responsibility falls on the partner company. So the initial training and then daily coaching of these teams is crucially important.

Every day, these advisors are dealing with people who are struggling or unwilling to pay. So they are “on the front line”, displaying the brand image of the company seeking payment. Therefore, the advisors need to be extremely careful when using the three traditional phases – case analysis, listening and finding solutions! In addition, monitoring, listening and measuring systems need to be set up and properly managed.

Overall, the advisor must feel fully accountable and committed to his actions, completely consistent with his colleagues and managers and within the “spirit of the brand”.

From the customer’s viewpoint, it would be inadmissible for the credit company to provide responses which varied with the contact person or the communication channel (email, mail, SMS, etc.).

This concept of advisors’ professional commitment must be reconciled with the concept of trust.

Typically, the business of collection starts with fairly rigid call scripts. Exchanges between the advisor and the client are structured as they progress – which is very reassuring for a newly recruited advisor, for example.

However, switching as quickly as possible to other methods, such as the mind map,is recommended. This very practical and powerful technique makes it possible to visualise the client’s thoughts and behaviours. It is a live, adaptable method that benefits from exchanges between the various parties involved. This free flow of ideas makes it possible to emulate and constantly improve, increasing the competence and confidence of advisors – which ultimately results in greater efficiency.

And of course, in a context of working from home, whether hybrid or full time, this concept of trust between advisors and managers has become a key point of collective efficiency – the manager’s adaptability also being crucially important.

This new organisational situation will probably be perpetuated in many companies, the aim being a “triple win'” where everyone benefits: employee, creditor and end customer.

To meet this commitment challenge, a healthy trust between employee and manager needs to be put in place, rather than “command and control”!

 

2. Innovation: so that the advisor optimises the collection strategy

Too often, the keyword “innovation” is associated with new digital tools. This should not be exclusive: social innovation must remain the priority, as technology is there to be used for human performance.

For example, when carrying out data management analysis for our customers, we study many variables: profiles of overdue customers, behaviours and reactions to requests, analysis of reachability, creditworthiness, payments, etc.

In our experience, for this data analysis to be effective, it must be cross-referenced with analysis of the actual experiences of advisors and their managers.

What we find is that, over and above raw and quantitative data, it is the quality of the human interaction that makes the difference.

Thus the advisor has a key role in realising and optimising brand strategy. However, it should not in any circumstance be considered rigid, definitive and mechanically employed in a “top down” manner.

To return to the concept of technological innovation, let’s not forget we are now at the stage of enhanced advisor. This means the advisor can rely on a variety of automated business process solutions (or RAP for Robotic Automisation Process).

In practice, some repetitive or low value-added tasks are handled automatically, either totally or partially. This usually but not always refers to back office areas.

For example, there are real-time monitoring and re-transcription systems for conversations between advisor and client. They provide indicators that tell you about the quality of the conversation, such as its emotional content.

These monitoring tools can also offer the advisor tools to help with decision-making or discussion.

However, these tools should be studied or implemented with care. Within the Webhelp Group, experiments are underway, particularly in Nordic countries.

Measuring the implementation costs for these solutions is essential. In addition to direct costs associated with the acquisition and technical operation of these solutions, there are organisational costs to be included. These enhanced advisor solutions require very specific HR and managerial support. Careful preparation and then testing are required to create the expected added value!

Finally, technological innovation also applies to the omni-channel advisor. This advisor no longer only handles outgoing calls; he also handles incoming calls, emails, chat conversations, and sometimes even mail. This has led to the growing importance of writing in recruitment and training processes for collection advisors.

3. Solidarity: for empathetic support in line with brand values

Solidarity is traditionally defined by concepts of “social duty, reciprocal obligation, help and assistance, courteous collaboration between people in a community… “.

The brand must position itself clearly in relation to this fundamental value. This is even a priority in certain professions, such as mutual organisations and insurance companies for example.

And so in 2021, and probably in 2022, the brand will ask the question: “how are we to approach our clients who are suffering hardship in such a stressful social, health and economic context?”.

For its part, for several years now Webhelp Payment Services has been working in partnership with Crésus,a federation of 24 regional associations. Their mission is to help people who are in over-indebted or suffering financial problems. They also play a role in providing information on excessive debt and its prevention.

For example, this partnership has made it possible to measure people’s level of fragility in order to inform collection services and allow referral to appropriate support services.

In certain sectors of activity, this value of solidarity also enables the brand to play an advisory role–going as far as providing coaching. In addition, experiments between Crésus and Webhelp Payment Services will be extended during 2021.

Similarly, the idea of solidarity applies to teams of advisors engaged in a collective effort to improve service and share best practice.

To sum up, although there is a certain amount to be collected, it is possible – and probably desirable – to bring people into the relationship, while relying on technologies and tools that enhance that relationship.

It is also this empathy and this search for human solutions that over time will lead to a good and lasting relationship with the customer and a positive brand image! A relationship to everyone’s benefit!

 

To find out more about this topic


Webhelp named as leader by NelsonHall for Customer Care and Sales Capability

 

Webhelp was recognized as a leader in NelsonHall’s 2021 Vendor Evaluation & Assessment Tool (NEAT) for our exceptional customer care and sales capability on social media. We were also ranked highly for our online reputation management, content moderation, and trust and safety capabilities, validating our teams’ ongoing dedication to support our global partners’ customers and brand reputation. 

NelsonHall recently published a social media customer experience (CX) services profile highlighting Webhelp’s capabilities, specialization, and technology enablement. The profile also touches upon our people-first approach to ensuring the health and wellness of our team members.

Ivan Kotzev, lead CX analyst and author of the report, stated:

“In the breakneck dynamic of social media content moderation, Webhelp maintains a strong position with a combination of proprietary moderation and agent assistance platforms, strategic partnership, investments in employee wellbeing and resilience, and industry-specific services.”

NelsonHall’s custom report presents the NEAT vendor evaluation findings for social media CX services in the Customer Care & Sales Capability market segment, displaying a graph of our performance analyzing our social media CX services and the latest market trends.

Besides our solid B2B social selling capability, the profile elaborates on our social media CX consulting, design ability, mature content moderation, and trust & safety experience. This high rating in NelsonHall’s assessment validates our extensive capability and growing global footprint enabling our teams to go the extra mile to deliver real value to our clients.

 

The report evaluated 21 leading industry players to compare and highlight their offerings, delivery capability, benefits achieved on behalf of clients, customer presence, positioning, innovation, and more.

Ivan continues in the profile, “Webhelp has a mature consulting and design practice able to analyze clients’ CX demand and identify social channels’ suitability within an overall CX approach.”

The NelsonHall NEAT assessment defines a leader as a player who exhibits high capability than their peers while delivering benefits for clients at a developed ability to exceed client expectations.


Webhelp delivers 20% performance improvement for clients by leveraging conversational AI

Paris, April 6th, 2021

Webhelp, a leading global provider of customer experience (CX) and business solutions, today announces a host of positive results from the implementation of machine learning (ML) and natural language processing (NLP) technologies, which improve customer operations in written text channels such as email, chat and social media through augmenting human delivery with these enhanced automation capabilities.

As a leading technology enabler in CX, Webhelp’s integrated technology platform leverages partnerships with established enterprise tools, curated start-up technologies, and Webhelp’s own proprietary development capabilities to deliver tailored customer experience solutions for brands.

The innovative technology, launched as part of the Webhelp platform in 2020 in partnership with EmailTree, has enabled Webhelp to integrate the solution into existing operations with clients such as Samsung, to support agents through several models including email understanding, robotic process automation (RPA) of business tasks, and personalized email composition.

Results include an initial performance improvement of around 20%. In turn, this enables a higher-quality customer and employee experience, as representatives have more time to focus on value-added work for customers.

Raluca Leonte, Head of Global Delivery & Transformation at Webhelp, said:

“We are delighted to see this initiative generating such standout results so far. It’s exciting to know that we can expect the program to deliver up to a 50% increase in performance as we scale in the future. Our partnership with EmailTree AI is part of our commitment as a technology enabler to ensure that our clients benefit from best-in-class solutions designed and delivered in the right way to serve their brand and customers. Omnichannel strategies are more important than ever, and in a global, multilingual business like Webhelp, automation is a critical part of enabling our people to take brand experiences to the next level. We know that AI and ML are quickly evolving in text-based channels such as email, and as a company founded in the digital era, we are continuously helping our clients further their digital transformation agenda.”

Samsung, a Webhelp client, has been utilizing this groundbreaking technology and is already seeing some standout results. Abira Siran, Senior Professional, Customer Experience Manager at Samsung Electronics France, explains:

“The high-tech industry is ready to take technology and innovation to the next level helping to design a better customer and employee experience. Digital interactions have the highest potential to create innovation at scale, and Webhelp has enabled this through its innovative partnership with EmailTree AI. These initial results are very encouraging. The program delivers a more intelligent way of working to allow the operational team to naturally choose quality over quantity.”

Casius Morea, Founder and CEO of EmailTree AI said,

“We’re thrilled to partner with such an innovative player like Webhelp, with such a deep understanding of what’s needed to drive a stellar digital experience. Our mission is to reinvent the customer experience with intelligent end-to-end customer service automation driven by people. Naturally, as technology enablement is a core pillar of Webhelp’s culture, we were delighted to partner to strengthen their offering to clients across multiple sectors.”


About EmailTree AI

EmailTree AI comes as an end-to-end AI-driven solution to empower customer services and support teams with a complete customer service automation solution which helps enterprisesSMEs and individuals to decrease the time spent for customer requests and email management, reduce costs, automate repetitive tasks and increase the customers’ satisfaction. The artificial intelligence helps the human reaching a higher value-added and it is always the human that keeps control. The reply suggestions proposed by the AI can always be improved by the human touch. The solution is used by top telecom companies in Europe (e.g. Orange Luxembourg), utilities’ providers (EDF France), ecommerce platforms (BWM Mediasoft), banks, insurance companies, global customer outsourcing and business process outsourcing leaders.


‘The Nest’ by Webhelp expands across Europe

The customer experience program offers a simple and scalable outsourcing proposition for fast-growing companies

Paris, March 24th, 2021

The leading global customer experience (CX) and business solutions provider, Webhelp has announced the expansion of its program, The Nest by Webhelp, across Europe, which aims to support startups and scaleups to provide the best-in-class customer experience. ​The Nest enables fast-growing companies across all sectors to grow exponentially by offering a unique, tailor-made outsourced CX proposition.

This news comes at a time when many young companies are facing multiple challenges due to the pandemic and are requiring flexibility and ROI optimization while uncertainly prevails in their business environments.

Chloe de Mont-Serrat, Head of The Nest, said:

“We’re delighted to expand our offering to companies across Europe. Thriving startups have one key thing in common – exceptional customer experience. Outsourcing CX with a trusted partner can enable businesses to scale quickly while maximizing ROI, freeing them up to focus on what matters most – growing their business.”

Launched in France in 2018, the program already supports dozens of the most dynamic startups, many of which have been placed highly in ​The French Tech Next rankings. In addition to this, Webhelp is a long-standing partner for countless unicorn startups and is well-placed to help fast-growth companies differentiate their businesses. The program is taking on a European dimension by expanding into the UK, Spain, Germany, The Nordics, The Netherlands, and Turkey.

“Building a startup can be complex, and the early days are the hardest, without a doubt. From scaling quickly in new markets to building solid expertise and processes to sustain growth, to creating innovative products and services, the challenges are diverse. Our program can support startups by providing an outstanding customer experience to put them at a competitive advantage while helping control costs”

added Edouard de Ménibus, Program Director, The Nest, France.

The Nest by Webhelp makes the expertise of Webhelp, the European market leader for CX, available to smaller businesses and is based on a strong people-first working culture. Its core focus is to support its clients as they grow their businesses and enable them to generate competitive advantages in the CX space. The program offers a wide variety of services, all of which can be customized to the client’s individual needs, including, but not limited to; omnichannel customer engagement services (including customer care, community management and technical support), sales support (customer acquisition & retention, sales assistance) and digital services (content management, moderation services, digital marketing). The program operates 24 hours a day, seven days a week and is available in more than 40 languages.

In addition to a best-in-class customer experience delivered by expert teams, clients also get access to ‘The Nest Community.’ This resource will offer members mentoring, business development, and networking opportunities as an additional way to generate traction and achieve better results through a strategic startup network.

As Charles Egly, CEO of ​Younited Credit, and one of the first startups to join The Nest by Webhelp program, testified:

“In the early days of a startup, the senior team often try to tackle all the issues head-on, sometimes to the detriment of the final product or service. The outsourced support that The Nest program offers was invaluable to expand our team and provide reinforced expertise. It also allowed us to conquer new markets much faster. Working with an outsourced partner in this way offers increased efficiency, lower operating costs, more flexibility, and faster time-to-market. Not to mention, access to the best processes and tools on the market, most of which are usually too costly for a startup.”

Webhelp Co-Founder, Olivier Duha, concluded:

“We are thrilled that – despite the COVID-19 pandemic – the startup world is still booming, and the pace of fundraising has not slowed down. Ultimately, supporting fast growing startups has always been in our DNA, as we still have an entrepreneurial culture that perfectly guides that.”


About The Nest

The Nest by Webhelp is an outsourced customer experience (CX) program by Webhelp to help startups and fast-growth companies differentiate themselves and scale-up their team, quickly and simply. Operating across Europe, the program provides clients access to its global network of operational customer experience specialists 365 days a year and seven days a week. The Nest offers a wide variety of services, all of which are customized to the client’s individual needs, including, but not limited to; omnichannel customer engagement services (including customer care, community management and technical support), sales support (customer acquisition & retention, sales assistance) and digital services (content management, moderation services, digital marketing). Clients of The Nest will have access The Nest Community, offering mentoring and other business support and guidance to enable startups to grow and succeed in their marketplace.

More information can be found at ​thenest.webhelp.com