Intelligently automate your customer interactions with Webhelp Group’s proprietary omnichannel broadcast solution Smart Interaction.

We provide this solution in two approaches:

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

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

Implement proactive management in the case of customer dissatisfaction.

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

Implement proactive management in the case of customer dissatisfaction.

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.

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