Front and centre

Experts in omnichannel, Webhelp is trusted by the biggest brands in the world to create the truly anywhere, anytime experiences demanded by today’s customers.

We’re specialists in creating omnichannel ecosystems – integrating customer journeys across a wide range of communication channels.

We’re always focused on creating seamless customer journeys, whenever and wherever – while managing the increasing complexity and volume of transactions.

Our approach is built on decades of experience, combined with excellence in developing platforms and software, integrating technologies, delivering transformational projects, and implementing new business models.

  • Making your omnichannel vision happen

When customers can access the best possible service on their terms, they’re more likely to engage with, and buy from your brand.

To make this happen, we’ll assign a dedicated project team to support you at every stage of delivering your omnichannel experience. First, we’ll agree on your customer requirements and personas, build a roadmap, design solutions and UX, and deliver prototypes and testing.

Then we’ll explore how to optimize each customer journey using tools and technologies including AI, auto voice recognition, video, speech digitization, mobile apps, automation, integrations with other platforms, and voice bots programmed to recognize your business vocabulary. Only then will we implement and hand over.

Trust our expert team of digital consultants, data analysts, software developers, AI specialists and project managers to systematically maximize trust, satisfaction, conversion, resolution, and the management of service queries across multiple channels.

  • Flexibility of new business models

Customers need services to be accessible 24 hours a day, seven days a week, on whichever channels, whenever they need them.

Our cloud-based model, inspired by the high-growth Software as a Service (SaaS) industry, can maintain your infrastructure, platform interface, upgrades, licensing and integrations with other tech on a flexible program.

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Our latest news

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Behind the scenes

Trust Webhelp to maximize results and gain a holistic insight into your customer experience.

We blend human expertise with new technologies in AI and automation to design out excess time, cost, and imperfections in your customer experience workflow. We’ll also uncover insights from your CX operation to drive robust decision-making.

  • Create a Virtual workforce

Use Webhelp to create your virtual workforce – where routine, transactional calls are managed via Robotic Process Automation and machine learning.

Streamline the way you process high-volume, transactional calls to cut costs and customer waiting times. In our experience, up to 60% of volumes can be automated – increasing productivity by around 30% and freeing advisors from overwhelming admin to focus on higher value, personalised interactions.

  • Speech Analytics

Phone calls make up around 80% of requests received by contact centres, but just 3% are evaluated. Work with Webhelp to become a brand that doesn’t just hear, but truly understands its customers.

Our proprietary call portal platform records, transcribes, summarises, logs, and classifies your customers’ calls to save time and cost in processing. This integrated model also unlocks the Voice of the Customer by unpicking powerful, but untapped data from these calls, enabling you to identify trends and patterns. This provides opportunities to work smarter, shaping your products and services.

Our data scientists work with you at every step, coordinating any external technology partners so that solutions meet the specific needs of your business.

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Supporting cast

Set new standards and optimize performance using Webhelp’s next-generation technologies.

Our technologies help take customer experience to the next level. It’s all based on artificial intelligence, automation, and even neuroscience – but the smartest part is how easy it is to use.

At Webhelp we don’t see technology as just a tool to fix problems – but more so, a great means to create world class customer experiences:

  • Polyglot

Our machine-learning translation solution supports advisors to interact with customers in any language, while ensuring the conversation is high-quality. Polyglot works with people and technology in brilliant harmony, by combining the speed and power of AI with emotional intelligence and cultural nuances.

  • Smile 😊 Voice Transformation

Doesn’t sound like brain science – but it is. Our proprietary tech is based on over 17 years of research, showing that people mirror, and respond positively, when hearing smiling tones. Built by our experts, Smile is our way of creating more authentic customer interactions as a standard. Smile enhances the clarity, pitch, and emotion the advisor’s voice uses on the line, ensuring their positive intentions make it to the customer crystal clear, lifting the experience and boosting brand advocacy.

  • Intelligent automated communications

Today, advisors are faced with hundreds of thousands of emails sent by customers. We’ll work with you to automate customer communications processing at any stage of your workflow, boost efficiency, and free up advisors to use their imagination and emotional intelligence when and where it truly matters.

People and technology in brilliant harmony. Webhelp brings the latest developments in artificial intelligence and natural language processing together with the talents of our imaginative brand ambassadors – a clear win for productivity, performance, and most importantly, customers.

Client Stories

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Smart Interaction

Contact automation

The contact automation approach which aims to inform and/or stimulate a prospect/customer to (re)act

Feedback management

The feedback management approach to collect the views of your customers / prospects

This 100% customizable solution meets various needs

  • Measuring customer satisfaction
  • Dealing with customer dissatisfaction
  • Increasing the rate of sales/yield/collection
  • Reducing the amount of money collected
  • Generation of incoming calls
  • Reduction of low value-added acts

How we work: our Smart Interaction campaigns process

To launch a campaign, provision of timely data to understand your audience supports the following steps for a successful campaign

Goal and Objective: To get to know your customers better whilst segmenting & targeting your database.

We automate the exchange of flows between your IT, our IT and all the management rules applicable in our system to offer you intelligent, secure, and useful automation in your customer journey.

Mutually determine the most suitable channels for your campaigns

Mutually decide the most suitable channels for your campaigns. We provide our expertise by communicating to your customers based on data, in the following approved scenarios:

  • SMS: the customer receives a simple SMS with an informative text.
  • Conversational SMS: the customer receives an SMS and is invited to chat directly with the brand via a short reply
  • The clickable SMS: the customer receives an SMS with a web link redirecting them to either of the following: questionnaire, payment page, an application, a customer area, etc.
  • Email: simple or clickable
  • Voice channel: post-call voice survey; adding SMS to incoming IVR
  • Direct mail: mainly used for campaigns to collect unpaid invoices
  • Digital: survey, landing page, real time dashboard

A Smart Interaction project manager will then contextualize the messages, actions, and questions in relation to your customer targets & objectives.

We build your project together

Alerting

How do we remedy this?

Achieved by adding ‘dissatisfaction’ to the satisfaction measurement scale.

This is illustrated in the construction of paths: a customer expresses dissatisfaction following an SMS survey, a message is sent to them requesting a call from a customer advisor; in the satisfaction survey the advisor is required to listen to the customer.

They must solely respond to personalized logic based on the customer’s answers and choices (e.g., a customer is dissatisfied, therefore redirect them to a non-mandatory/free-form question(s) allowing them to express themselves freely).

Collection

We collect data through Smart Interaction campaigns where you can define a host of actions and responses to problems identified.

The data collected is reported using a Dashboard where you can review KPIs: NPS, CES, ONCE&DONE, global CSAT / per agent / call center.

We also create custom-tailor specific KPIs and indicators to fit with your sector and own business goals.

The business model

We charge setup costs for the development of your campaign(s).

A subscription includes the support of a Smart Interaction Project Manager, license to access to the Dashboard, and the contact channels linked to your campaign(s) such as cost, SMS, Email, IVR cost per minute.

We build your project together

How do we remedy this?

Achieved by adding ‘dissatisfaction’ to the satisfaction measurement scale.

This is illustrated in the construction of paths: a customer expresses dissatisfaction following an SMS survey, a message is sent to them requesting a call from a customer advisor; in the satisfaction survey the advisor is required to listen to the customer.

They must solely respond to personalized logic based on the customer’s answers and choices (e.g., a customer is dissatisfied, therefore redirect them to a non-mandatory/free-form question(s) allowing them to express themselves freely).

We collect data through Smart Interaction campaigns where you can define a host of actions and responses to problems identified.

The data collected is reported using a Dashboard where you can review KPIs: NPS, CES, ONCE&DONE, global CSAT / per agent / call center.

We also create custom-tailor specific KPIs and indicators to fit with your sector and own business goals.

We charge setup costs for the development of your campaign(s). A subscription includes the support of a Smart Interaction Project Manager, license to access to the Dashboard, and the contact channels linked to your campaign(s) such as cost, SMS, Email, IVR cost per minute.

Write to us !

Meet our experts

Client stories

Client stories


Digital Activation

We accompany our clients with customer insights and data analytics to promote their campaigns through:

– SEA (Google Ads, Bing and more…)
– Social Ads
– Affiliate marketing
– SEO/Content
– Display & Programmatic
– CRM

…to name a few.

Working with Webhelp means your Digital Activation campaigns will compromise of the following benefits:

Team of experts

• Working with continuous trained consultants and seniors, as well as a dedicated Account Director
• Building expertise by industry and practices
• Taping into a large pool of talent: 80+ consultants with 15+ languages covered

Robust process and quality standards

• Quality and training standardization to make sure every consultant respects the same level of services
• Lean organization that gives you transparency and flexibility
• Live dashboard on campaign metrics: providing regular alignments on priority and team allocation

Partnered with technologies and expert agencies

• Working with one of the leading global data & marketing agencies, Artefact
• Sharp data methodologies – thanks to strong partnerships with media and technologies capabilities
• Incremental measurement methodologies and advanced analytics capabilities

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

30%

average cost savings on agency fees you can reinvest in media

22

clients already trust us from global brand to local needs

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Webhelp Anywhere

At Webhelp, we recognize that each situation is unique.

At Webhelp, we recognize that each situation is unique. Whilst our significant experience in virtual and home-based solutions may be right for one brand, others may still require a full on-site solution across multiple geographies.
Our flexible Anywhere model combines our best-shoring approach with our home-working capabilities. We blend the physical and virtual globally, ensuring every client has the right delivery model for their business and customers.
By expanding our unique best shoring approach with our 160+ global locations and virtual capabilities, you and your teams have all the benefits of our site network, whilst having the resilience and flexibility to scale resources and access specialist skills as needed.

We create the solution that’s right for YOU

As pioneers in best-shoring, we have been at the forefront of building tailor-made location strategies from the start. We are now taking the matching of geography and technological capabilities to our clients’ needs one step further through a highly flexible delivery model. For us, Anywhere isn’t a standalone service, but rather a capability across our wider service portfolio, matching location strategy to your particular activity, industry needs, or changing demand profile.

Leveraging the best of physical and virtual

The biggest challenge of remote work is getting the right balance of trust and control and, as a consequence, the right performance. Our Anywhere approach allows us to deliver that balance at an agent level, giving them the trust and support that they need to achieve their best. Through Webhelp Anywhere we boost performance by integrating work from home solutions to more traditional delivery methods.
Our @home ready teams are based on one of our physical sites across the globe, delivering the best in class results our clients trust us for and receiving face to face support.
The @home sometimes teams work partly from home and partly on site, benefiting from the support and training opportunities on site, as well as the added flexibility and motivation provided by working from home.
Finally, our @home always teams are fully remote, while still being supported from one of our physical sites. This allows us to not only offer a high scalability and flexibility to our clients, but also offer employment opportunities to amazing talents for whom work from home is the best, or only option.

Driven by a culture of excellence, anywhere

As a purpose-driven company with a strong culture, Webhelp Anywhere is a clear expression of our vision of making business more human. People’s needs and situations are all different, and our colleagues have clearly expressed that through our ongoing engagement programs. Whilst a significant proposition want to work either virtually or on-site, a majority would prefer to work in a hybrid model where possible. Offering this flexibility in work environment to our qualified performers supports our teams’ motivation and engagement. In turn, this improves the results we deliver for our clients.

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Webhelper

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Privacy Services

We combine customer experience with expert process design, for privacy services to meet the expectations of our clients, their customers and Information Commissioners.

Dedicated teams support our clients by managing their compliance with GDPR and Privacy Policies across employee training, customer privacy requests and crisis management for data breaches, in all the customer contact services we provide.

Our approach to Data Privacy:

Expert teams

Qualified customer teams ensure all Data Privacy processes are GDPR compliant. Multi-lingual privacy experts quickly resolve Data Subject requests within agreed policies. We offer an entirely tailored solution, based on client’s compliance programs & privacy policies.

Robust processes

A specific knowledge management process, for organisation wide data privacy content, offers completely integrated policies. We readily adapt to delivering client policies within our operation facing customer teams. Thorough Case Management processes including data subject identity authentication (KYC) are applied. ​

Specialist technology

A detailed e-learning platform ensures employees understand and comply with GDPR requirements. A ticketing system manages Data Subject Request work-flow to resolution and dashboards provide insight and reporting on GDPR case compliance.

6

languages supported by a fully dedicated Data Privacy team

100%

experts are also fluent in English.

60%

faster than standard training on average (Decreased training time)

Our latest news

KYC remediation

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KYC remediation

[Banking, Insurance, FinTech] KYC Remediation: how to outsource without sacrificing customer experience

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Online Payment Management

We will help you to define and build your on-line payment strategy. You will benefit from our solutions covering both payment methods and payment terms. Working with Webhelp allows you to gain access to our White Label Invoicing solution, and our dunning and risk management services, thanks to our:

Expert Team

  • Payment specialists’ team who design your own B2B online payment strategy
  • Hubs network that cover 35 countries in Europe and North America

 

Robust Process

  • Deploying payment services for your business with a secured 3-month project
  • Business process fully adapted to B2B
  • European Payment Institution licence delivered by ACPR and ISO 27001 certified

 

Specialist Technology

  • Native integration with the main Marketplaces and eCommerce websites solutions
  • Full API global solution integrating payment, invoicing, dunning and credit insurance

Talk to us today about our B2B Marketplace and eCommerce payment services.

35+

years of experience in payment

1.5

BILLION OF EUROS CASH-IN PER YEAR

1000

PEOPLE DEDICATED TO PAYMENT SERVICES

35

COUNTRIES COVERED

1

PAYMENT INSTITUTION - ACPR LICENCE

1

DEBT COLLECTION AGENCY (SOLVENCIA)

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B2B Marketplace payment terms

B2B Marketplace: how to reduce payment terms?

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Patient Support Services

Patient Support Programs have proved to be a strong leverage for pharmaceutical companies that need to create preference among healthcare practitioners, increase adherence to treatment and collect real-life data that helps them maintain their pricing level.

As the initiator of Patient Support Programs in France, Patientys, a subsidiary of Webhelp Medica, brings a unique wealth of expertise that combines skills of healthcare professionals with specifically created tools to build and operate those programs.

Our partners believe in our work thanks to our commitment and integrity. By keeping our word and confronting our clients’ challenges, we have created long-term strategic partnerships and have helped our clients improve care and maximize patient outcome.

http://www.patientys.com/patientys-english/

Our credibility is founded on

Our people

  • 25+ Healthcare Consultants who design and implement the healthcare programs​
  • 40+ remote nurses, pharmacists and doctors​
  • ​A network of 500 healthcare practitioners for field operations​

Our process

  • Mix of nurses on the field and remote nurses
  • Management by healthcare professionals
  • ​Robust quality & PV/AE management system​

Our systems

  • Fully customizable proprietary tools​
  • Use of PRO to maximize real-life data​
  • Certified Health data servers

40+

THERAPEUTIC AREAS AND INDICATIONS EXPERIENCE WITH RELEVANT BUSINESS CASES

Our latest news

Our latest news


Pharmaceutical sales

Over the years, we have been supporting diversified healthcare organizations to run value-based
operations and provide outstanding customer experience.
We boost sales in pharmacies with sell-in & sell-out approaches, by combining tele-operators, field reps and e-trainings.

We promote drugs through multichannel engagement programs with a clever blend of remote and field teams.
We leverage our qualified database and proprietary tools to personalise each contact, optimize results, and reduce costs.
Our international presence offers huge capabilities in terms of languages and costs (local, nearshore, offshore).

Our People

  • 30+ healthcare consultants who design and implement sustainable healthcare programs
  • More than 130 Key Account Managers who interact with healthcare practitioners on the field
  • An experienced quality management team who guarantees the healthcare legal compliance for every program
  • 30 + MSLs

Our process

  • Official certification for Medical Promotion
  • Robust quality management system in Pharmacovigilance PV/AE that ensures prompt collection, detection, assessment, monitoring and prevention of any adverse effects from pharmaceutical products
  • Information and Communication Technology (ICT) Infrastructure fully certified & audited, for healthcare data protection

Our systems

  • 20 years of valuable data about pharmacies & healthcare practitioners’ preference and behaviours
  • Fully customizable proprietary tools
  • Omnichannel experience that provides the ability to engage healthcare practitioners on all types of media

100+

CUSTOMERS

35

COUNTRIES

240+

DEDICATED PROGRAMS

2M+

CONTACTS WITH HEALTHCARE PROFESSIONALS EACH YEAR (FACE TO FACE, HYBRID PROMOTION, CALLS)

Our latest news

Our latest news