Protect your community of dealers and buyers in the online marketplace

Managing content at each step of the online marketplaces’ customer journey

Protecting users online is crucial for businesses. It’s imperative to have a safe and secure platform for a seamless experience, and provide customers with trustworthy content to engage throughout the customer journey.

Did you know: 67% of consumer’s fears towards the sharing economy are related to trust, and 73% of people are unlikely to return to a site if ads have poor descriptions?

This paper looks at some of the pain points in online marketplaces, highlighting how Webhelp can offer a comprehensive and game changing solution to ensure a smooth and efficient experience.

Download our insights to learn more and discover our solutions.


 

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Thomas Japy

Digital Content Services Business Analyst

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Whitepaper B2B Marketplaces Webhelp Payment Services

Whitepaper: The sun rises - The role and opportunities of B2B marketplaces in a post-Covid world

Whitepaper-B2B-Marketplace

Following our last studies “The spring of B2B marketplaces” (2017), “B2B marketplaces are blossoming” (2018), and “The summer of B2B marketplaces” (2020), we once again joined forces with the strategy consulting firm Roland Berger and Mirakl to take stock of this new year of development for B2B marketplaces.

This new edition, entitled “The sun rises – The role and opportunities of B2B marketplaces in a post-Covid world”, goes further into the new development and opportunities for B2B marketplaces which played a key role in helping businesses continue their activities during the pandemic.

While the growth of B2B marketplaces has thus accelerated, they also face added pressure from B2C marketplaces, as customers’ expectations have also risen. Increasingly threatened by leading generalist marketplaces, B2B players have turned to diversifying their products and developing vertical services on highly controlled and specialized markets to protect themselves. This specialist approach shows clear success potential today and in the post-Covid era, as B2B marketplaces are expected to continue to grow at a strong rate.

We invite you to download this study, which addresses the following topics in detail:

  • The relevance of B2B marketplaces in a post Covid-world
  • Two distinct strategies for B2B marketplaces: digital generalist natives and incumbent B2B players


KYC know your customer

Whitepaper: Using KYC to deliver competitive differentiation

KYC know your customer

Revealing why KYC is no longer just a regulatory requirement but a matter of competitive survival

The process of knowing your customer, commonly shortened to KYC, describes the actions that organisations undertake to verify the identity of their customers. Regulatory compliance is fundamental to an effective KYC operation, but it is only the start.

As brands undergo rapid and necessary digital transformation in response to COVID-19, the importance of the experience created during the KYC process must not be overlooked. From regulation to differentiation, the customer must still be at the heart of the KYC journey.

KYC processes are increasingly viewed as competitive differentiators, for both clients and consumers alike across multiple industries. KYC can be flexed to provide differentiation linked to an organisation’s broader strategy, whether that is delivering a seamless journey for customers, rapid response times or reduced cost.

In this paper, authored by Senior Account Directors Ali Fry and Virginie Raux at Gobeyond Partners, part of the Webhelp group, we review the impact of new technologies, lessons learnt from other digital industries, and two key focus areas for KYC improvement activity.


Frost & Sullivan recognizes Webhelp as a top player in innovation and growth

Global, reputed research & consulting firm Frost & Sullivan has awarded Webhelp with a top ranking in their 2020 Frost Radar™– CX Outsourcing.

Webhelp is positioned as a leader in both growth and innovation, earning recognition for its wide range of solutions across verticals and, importantly, its effective digital transformation services and technology-enabled solutions spurring client innovation, together with its consulting business, Gobeyond Partners.

Deepali Sathe, Senior Industry Analyst – Information and Communication Technologies at Frost & Sullivan stated:

“With its focus on AI, voice and predictive analytics and the use of advanced technologies to future-proof its solutions, Webhelp is able to compete effectively, while maintaining an open ecosystem of partners with a diverse mix of progressive partners to further spur innovation”.

Webhelp’s dedicated start-up CX program, The Nest by Webhelp, and the group’s strong focus on Technology enablement contribute strongly to driving innovation for all stages of a client’s development.

The group’s rapid growth, recognized by the close runner-up position in the Radar, propelling Webhelp to the European CX Outsourcing Services market leader position, and a prominent global position, has been driven through both organic growth, and strategic acquisitions. Today, Webhelp’s services portfolio covers not only Customer Engagement services, but a wide range of additional capabilities such as RegTech, digitization, AI and consulting. Its remarkable entrepreneurial culture has been at the core of the group’s success and vision to make business more human, through the right means for their clients.

Olivier Duha, co-founder and CEO of Webhelp said:

“As a purpose-driven company, we are thrilled to be awarded the honor of this leading position in the Frost Radar™. Our teams of passionate game-changers are constantly looking for ways to do things better, for our clients, their customers, and our company. Changing the rules of the game is a core part of our DNA, as recognized by our strong performance on the innovation index. By making sure the best technologies and innovations enable our people to make a real difference we are constantly moving forward in our quest to create amazing human experiences.”

The Radar is founded on the core value propositions of Growth, Innovation, and Leadership. The robust analysis audits over 1000 providers across 10 key criteria such as innovation scalability, customer alignment, vision and strategy. Each company is then evaluated on efficacy across these themes to determine how well they are positioned to drive growth in the future.


Disruptor series

Emotion: Establishing emotional connections with customers: What brands need to know

Disruptor series

The Webhelp Disruptor Series Part 3:

Emotion: Establishing emotional connections with customers: What brands need to know

Commissioned by leading customer experience provider Webhelp, the study looks at what brands need to know about emotional connections with customers. Survey findings plus exclusive content from experts, sector leaders, academics and frontline employees can be found in this whitepaper, part of Webhelp’s Disruptor series tackling customer experience industry challenges.


What will motivate the customers of the future?

Successful brands all have at least one thing in common, they clearly understand what customers want, and can pinpoint the most effective way to deliver their products and customer services to meet that need. Here we talk to industry experts from both the Webhelp UK Region and our co-brand Gobeyond Partners to find out how the consumer landscape is changing and what this transformation will mean for customer experience.

Customer behavior is changing, how can businesses build interactions and services to adapt to this change?

Helen Murray, Chief Customer Solutions Officer, Webhelp UK:

Knowledge will be the key.

It’s absolutely essential that organisations understand their customer’s journeys and identify how these have changed as behaviours and expectations have shifted as a result of the crisis.

For example, it’s clear that the face of retail has changed, perhaps forever, with many brands catering to a larger, more mixed demographic who are now adopting e-commerce as their new normal. We are all shopping more frequently online and avoiding the store experience. [1]

Subsequently, companies who establish a real depth of consumer knowledge and who uncover and meet their customer’s core motivations and expectations at relevant points on the service path, are the most likely to succeed moving forwards.

Mark Palmer, CEO, Gobeyond Partners

Transformation in consumer trends and actions will become a natural driving force in the evolution of business processes. Being able to identify behavioural change undertaken by a specific demographic and how this relates to failures (and opportunities) in the service process, will be crucial in shifting the dial.

As will identifying how and where to integrate technology to fully support the end-to-end journey and drive a peak customer experience.

What are the stumbling blocks business should be aware of when creating enhanced customer relationships to build recovery?

Mark Palmer, CEO, Gobeyond Partners

Investment in new infrastructure, more advanced service models and increased data capture and analysis will be prerequisite for sustainable recovery. However, speaking realistically, finding working capital to deliver these solutions may be an issue for brands already suffering from economic pressure due to the pandemic.

The ability to make agile business decisions will be imperative and to minimise risk it is absolutely essential that investment is focused in the right places.

Dave Pattman, MD CX Services, Gobeyond Partners

Added to this, consumer confidence is still fragile – although the UK index rose slightly over the summer[2] – and early signs of recovery stand in the shadow of the second wave of the pandemic, now projected to hit Europe hard in the colder months ahead.

Obviously, brands are now challenged to create viable forecasts against shifting consumer demand, and to be adequately resourced to meet them. In this uncertain climate decisions on pivot points such as when to recruit to meet demand and when to reduce outlay become much more abstract and theoretical.

There will be an increased need for increased online services & intelligent automation to meet these fluctuations economically and to increase flexibility and response rates.

How can brands use innovative digital thinking to respond to new consumer attitudes?

Mark Palmer, CEO, Gobeyond Partners

Our recent Whitepaper revealed that, to reorient and flourish in the new consumer landscape, brands must become more adaptable, focused, digital and human. Of these four pillars, the need to become more digital is perhaps the easiest for brands to understand, but the hardest to deliver in a meaningful way.

They know that new online citizens are emerging and that the world of work has undergone a radical change, but they may have difficulty identifying the pain points that this transformation will bring to their customer journeys – and how and where to embed the most useful digital offerings to best address them.

They must seek out resources to help laser focus their efforts to deliver rapid, effective change – and make the most out of their limited resources.

Helen Murray, Chief Customer Solutions Officer, Webhelp UK:

Many organisations will be exposed due to their lack of digital literacy and will struggle to create effective engagement strategies that ensure they maximise the power of digital intervention at the relevant points in customer lifecycle.

If you don’t thoroughly understand the customer journey, it is difficult to automate or digitise processes in a way that will positively impact customer experience. There is also a danger that you may jeopardise future ability to offer additional propositions, products and services in the best window for action.

Customer insight must be embedded throughout the whole digital transformation process, as it provides the basis to offer intelligent next best action tools.

At Webhelp, we are identifying where human support adds value to digital experiences. Providing guidance and support to customers and brands during high value, complex and emotionally important journeys is critical.

Dave Pattman, MD CX Services, Gobeyond Partners

Brands that honestly seek to innovate have to be willing to supersede ‘faceless’ digital experiences and really connect with their customers. Technology is changing the way service is approached, created and delivered, but the juxtaposition of advanced technology and the human touch, must be carefully managed to enhance rather than hinder customer experience. Success will only be achieved through combining the right technology with a human mindset and strong digital strategy.

Finally, the time has come for brands to let go of dated and limiting legacy technologies and infrastructure, which are often swept under the carpet of the digital transformation roadmap. Failure to do this will put them at a serious disadvantage, as innovators will swiftly build the future of service without them.

[1] Forbes

[2] research-live.com GfK Consumer Confidence Index


Whitepaper: Reimagining service for the new world

Whitepaper 14th July 2020

A framework for tomorrow’s successful customer-focused operating models

As the urgency for change and transformation intensifies in the post COVID landscape, some pivotal questions will be raised: How different will service look and feel in the future? How will businesses and their operations need to adapt? And how can employers engage and support their colleagues to deliver on new customer promises?”

This new Whitepaper, reimagining service for the new world aims to address these crucial questions and discover more about how to leverage customer service models in this new world.

This is a joint publication with Gobeyond Partners, part of the Webhelp group, is underpinned by our unique industry perspective and new research to reveal the operating models of the future.

Click here for an instant download: Reimagining service for the new world

And join our mailing list below for invitations to forthcoming events and webinars


Identity verification meets our KYC proven strategies

Fraud and economic crime rates remain on record highs, negatively impacting many companies than ever before. And if you thought the pandemic would slow down the online fraudsters, it has in fact created an opportunity for them. Criminals are now capitalizing on the current situation to further commit financial scams. With surgical masks and other medical amenities in high demand, fake shops, email addresses, social media accounts and websites allegedly offering these items, have surged online.

blog KYC
Common fraud scenarios in business…

  • Business identity theft – when perpetrators open business accounts under the names of legitime existing companies.
  • Phishing – when hackers impersonate a trusted vendor to convience you to authorize a financial transaction.
  • Shell companies – firms that are purposefully set up with the objective of commiting fraud. Such companies never provide a product or service, but rather use their companies to launder money.
  • Voicemail message scam – is a more recent means of businesses fraud which involves a voicemail that is delivered via e-mail. While at first glance the e-mail appears to be official, it normally has malware attached to it.
  • Invoice fraud – from false invoices that lack a corresponding product or service to inflated invoices where the reported expenses are higher than the actual costs, companies face a myriad of wrong invoicing fraud schemes.

And because many global organizations often handle numerous monthly supplier payments, cybercriminals continue to take advantage of the susceptibility that exists. The damage is estimated at $63,000 in 87% of companies who earn an annual revenue of more than $1 Billion. (Source: KPMG – nsknox.net).

With over 10 years of experience since our founding, our team is made up of 450 KYC experts who are spread around five EU countries. Until now, we have served over 100 customers in various sectors such as Banking & Insurance, Gaming, Marketplaces, Real Estate and verified millions of documents.

Why us?...

Our solutions
Using our KYC solutions, we provide instant customer verification through enriching technology with a human touch.Our wide-ranging portfolio is designed and customized to match your business and industry needs. Our solution entails a mix of manual and digitalized processes which provides instant online customer identification and ID verification for B2C businesses.

Our approach
And just like we mentioned in our previous blog about the importance of using AI and humans in content moderation, combining the human touch with technology is equally important in the verification procedure. The innovative technology that KYC uses, accelerates activation, enhances customer experience and decreases fraud. Our best-in-class Application Programing Interfaces (APIs) are enriched with teams of experts who focus on value-adding customer interactions.

Our process
From complex to simple documents, our systems scan and verify all types of files such as, IDs, driving licenses, proof of address, pay slips, legal status bank details etc. The automatic extraction and authentication of data is enhanced with manual intervention from our Subject matter Experts.

Our risk mitigation
In order to stay compliant with the Anti Money Laundering (AML) and CTF rules, part of our obligation is to certify that customers are the people they claim to be. And for us to mitigate the risks, we use Realtime Name Check against sanction lists, Politically Exposed Persons (PEP) and Interpol. Project implementation is also backed up with compliance expert advises.

Our technology
The best-in-class deployment of Optical Character Recognition (OCR) technologies ensures that the verification process is steadfast. We collect E-signatures as well as enable video streaming capabilities. Additionally, our API is connected to multiple external databases.

Our services
Apart from our Know Your Customer services, we also offer Know Your Business (KYB) where we offer a full range of services that help you better identify your B2B partners during their digital onboarding process. Our KYB service is compliant with international regulations and ensures higher transformation rates, increased performance and stronger security.

Moreover, with our Know Your Employee (KYE) system we have developed an innovative candidate onboarding platform enabling faster, more secured, and more efficient recruitment process. Finally, we design bespoke Remediation processes helping our customers to comply with regulation by collecting, updating, and verifying end user data. We are able to process very large data basis and thanks to our inbound and outbound calling capacity, we manage to drastically improve positive Remediation rates.

What is the main challenge and how does KYC overcome it

Main issue is to be able to externalize the end to end KYC process and not only part of it. Many software providers propose automatic identification processes leaving customers to manually carry out fallback tasks in order to complement the technology when automatic ID verification fails. This creates complexity and hinders a seamless customer journey.

Webhelp unique combination of technology and manual fallback ensures 100% accurate and definitive decision on identification process, leaving high value added tasks and business decision to the customers. Low value added tasks and upfront verifications are done on Webhelp side, providing an end to end verification process. Our clients can thus concentrate on their core business relying on our proven dual verification approach.

Would you like to also benefit from our expertise in this field? Get in touch with our expert via LinkedIn - Hervé De kermadec President Webhelp KYC, or via E-mail on herve.dekermadec@webhelp.com.


The Summer of B2B Marketplaces

The Summer of B2B Marketplaces

Following our last two studies “2017 – The spring of B2B Marketplaces” and “2018 – B2B marketplaces are blossoming”, we once again joined forces with the strategy consulting firm Roland Berger and with Mirakl to take stock of this new year of development for B2B marketplaces.

This new version, entitled The summer of B2B marketplaces: a bright future ahead for marketplace development, goes further into the new development and opportunities for B2B marketplaces.

We invite you to download this study, which addresses several topics in detail:

  • The different maturities on the subject of B2B Marketplaces by industry;
  • The 5 different strategies of B2B Marketplaces;
  • The different approaches to launch such a project;
  • A focus on the automotive spare-parts market based on the Marketplace model.


Trends 2020 – Upply is digitalising the supply chain and integrating Webhelp Payment Services solutions!

A preferred marketplace for transport and logistics professionals, Upply brings increased transparency and fluidity to the supply chain market. Highly innovative in terms of data and AI, Upply uses KYC and payment services provided by Webhelp Payment Services. For more details, we spoke to Christophe de Sahb, Business Developer at Webhelp Payment Services.

 

Launched in November 2018, Upply's mission is to help supply chain and transport firms control volatile freight rates by accessing prices and transport capacities in real time.

Several initiatives have followed:

  • Launch of a service for real-time comparison of transport prices in 2018
  • Launch of a price analysis and trends functionality in spring 2019
  • Launch of a marketplace for road transport in France in July 2019

Data science, AI and Marketplace for supply chain optimisation

Upply combines business expertise and data science: the fast-growing company currently employs 110 people, including 9 data scientists, and processes 150 million data updates every week. It's a winning formula, since more than 700 companies have registered on the Upply marketplace since July 2019!

Marketplace offers its users – hauliers, shippers and charterers – a direct digital connection service and a valuable decision-making tool.

The platform collects data (prices, meteorological data, financial indices and economic indicators, etc.) and analyses it using mathematical algorithms and advanced machine learning methods.
Xavier Fraval, Product Director at Upply, details the company's approach: "Thanks to the marketplace, we give all players – large or small, old or new – free access to offers and requests that correspond to their transport needs, using a matching algorithm."

How Webhelp Payment Services manages KYC and Upply's payments

"We started working with Upply in January 2019. Thanks to the pragmatism of this start-up and its agile mode of operation, our KYC and payment solutions were able to be integrated into marketplace in just four months," explains Christophe de Sahb, Business Developer at Webhelp Payment Services.

As of July 2019, we have enabled payment by bank transfer (denominated in euros), which is heavily used in the B2B market. Bank card and SEPA direct debit payment will be available in   early 2020.

As Upply states, prices are freely set and negotiated between the client and the carrier, with full transparency. For the marketplace service, Upply receives a management fee corresponding to 5% of the transport price, shared equally between the parties (2.5% for each).

A customised onboarding and payment solution based on a specific API

As Upply is 'API centric', it is natural that they chose this solution. "Our API solution builds on    the one we successfully implemented for our Rungis marketplace customer", emphasises Christophe de Sahb.

Tight deadlines and a challenging level of demand for the Webhelp Payment Services team. "We had to work intensively to produce specific diagrams, because, for example, Upply wanted one invoice for the seller and another for the buyer for each payment", adds Christophe de Sahb.

In practice, these two invoices are produced by Upply and forwarded to Webhelp Payment Services, which is then responsible for overall reconciliation.

"We have prepared a specific system for Upply, from ordering through to delivery", explains Christophe de Sahb. That's why we organised technical workshops between the teams, particularly around certain key themes: payment, identification and vendor onboarding (linked to KYC and AML regulations), invoicing and reconciliation, and finally pay out (remittance of funds).

"Upply's tools and operating methods allow for a successful balance in relationships among all players in the supply chain, today in Europe and tomorrow worldwide. We are delighted to be of service in this great technical and human adventure", concludes Christophe de Sahb.

 

Also read:

B2B Marketplaces – Limits of the Marketplace model for Global Account customers (1/2)

B2B – Marketplace or Drop Shipping: It is urgent not to choose (2/2)