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Webhelp rankades högt i alla aspekter av sociala medier av ledande analytiker NelsonHall

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NelsonHall tillkännager en rad analytikerutmärkelser

8 februari 2021

Webhelp är den ledande leverantören av global kundupplevelse (CX) och affärslösningar, och har erkänts av den främsta branschanalytikern NelsonHall för sina sociala mediefunktioner.

Företaget tillkännagavs inom tre kärnområden: kundvård och försäljningsförmåga; kapacitet för online-rykteshantering och innehållsmoderering, förtroende och säkerhet.

NelsonHalls utvärderingsverktyg (NEAT), en del av ett ”speed-to-source” -initiativ, gör det möjligt för strategiska inköpschefer att utvärdera leverantörernas förmåga att identifiera branschens bästa presterande under urvalsprocessen. Metoden utvärderar specifikt kvaliteten på nyckelspelarnas förmågor i flera kategorier, såsom teknologi och verktyg, serviceinnovation, geografiskt fotavtryck och skalbarhet, bland andra.

”Vi är stolta över att NelsonHall har erkänt våra sociala medieförmågor. Nu mer än någonsin och i en alltmer digital värld, måste företag leverera högkvalitativa och pålitliga interaktioner med kundupplevelser. Webhelp har ett brett utbud av digitalt aktiverade tjänster som gör det möjligt för oss att stödja globala varumärken med deras interaktioner, rykte på sociala medier, arbeta med sociala medieplattformar och marknadsplatser för att stödja en säkrare onlinemiljö för användarna. Vi är mycket stolta över våra framgångar i detta utrymme, säger Webhelp grundare Olivier Duha.

Ivan Kotzev, analytiker för NelsonHall CX Services:

”Webhelps starka resultat inom support och försäljning av sociala medier bygger på en grund för egen teknologi, kanalhanteringserfarenhet och CX-konsulteringsförmåga. Anmärkningsvärt är företagets expertis inom lead-generering och försäljningsaktiviteter på sociala kanaler, en allt högre prioritet för varumärken som vill möta sina kunder på dessa kanaler. ”

Webhelps omfattande kapacitet och växande globala fotavtryck fortsätter att valideras av analytikersamhället. Med den uppskattade amerikanskbaserade analytikern Gartner som utnämner Webhelp som en nischspelare. Detta bygger på analytikerns rapportering av Webhelp som en Rising Star under 2019/20, eftersom verksamheten ytterligare etablerar sitt rykte som ett branschstörande och trovärdigt alternativ till de mer traditionella aktörerna på den nordamerikanska marknaden.

Dessa senaste utmärkelser förstärker Webhelps nuvarande positionering av den globala analytikern Everest Group som en ledare inom Customer Experience Management (CXM) i sin PEAK Matrix® Assessment 2020, samt en ledare inom CXM i Europa, Mellanöstern och Afrika (EMEA) Services PEAK Matrix, som erkänner att Webhelp är särskilt stark när det gäller både syn och förmåga. Everest-koncernens positionering sträcker sig till en ny rapport där Webhelp erkänns som en viktig utmanare i arbete hemifrån bland andra globala aktörer.

Everest Group skrev i sin WAHA (Work at Home Agent) CXM Services PEAK Matrix Assessment,

”Webhelp driver digital transformation genom Cloud-adoption, CX-rådgivning och automatisering genom att samarbeta med leverantörer som Amazon Connect, MS Azure och UiPath, för att använda deras plattformar enligt kundernas krav. ”


Webhelp named CXM Leader by Everest
Group for the second time in 2020

Following our positioning as a Global Leader in Customer Experience Management (CXM) by the leading analyst, Everest Group, we have now been recognized as a Leader again in its CXM in EMEA Services PEAK Matrix® Assessment 2020, rating high in terms of vision and capability.

This report is an objective recognition of Webhelp’s successful growth strategy, and our unique people-first, end-to-end approach with Skand Bhargava, Vice President, Everest Group saying:

“Webhelp is a leading CXM provider globally, especially in Europe, supported by a large multilingual workforce of more than 60,000 agents. With a focus on digital transformation, CX consulting, and customer journey orchestration, Webhelp has been able to drive exponential growth over the last few years,”

He continues “Further, its deep digital and domain expertise, outcome-focused approach, and strong leadership have allowed it to resiliently navigate the uncertainties created by COVID-19 and continue on its growth journey.”

This result builds on our strong track record in analyst rankings and assessments, and our second year as a Leader in the PEAK Matrix, with Everest Group specifically highlighting our strong coverage in major industry verticals, our geographical delivery footprint, and the value delivered to our clients.

Everest Group defines Leaders as companies that deliver consistent Customer Experience Management (CXM) Services through expansion in new regions, serving various buyer sizes, and delivering high satisfaction scores due to greater technological and advanced digital capabilities.

For this EMEA edition, Everest Group selected 21 organizations to evaluate and compare for their 2020 report based upon the service provider’s market success, vision and strategy, service focus and capabilities, digital and technological solutions, domain investments, and buyer feedback.


OneShot Influence

Influence- New edition of the OneShot

Our 5th edition of OneShot is here! We hope you will enjoy reading about this wide theme, so deeply rooted in our everyday life.

So what have you learned from the crisis? Many attests to the irony of social distancing strengthening bonds and communications between colleagues. At the heart of this new dynamic, digital relationships have Intensified, and digital technology has played a very significant role.

The health and economic crisis is forcing us to focus on the immediate future. Nonetheless brands shouldn’t lose sight of other changes in society. Old power – no business will survive if it’s purely based on old power values: formal and centralised governance, a secretive mindset, the elitism of experts. People no longer trust authority, the bedrock of old powers. They want to act, to participate and to learn. New Power – requires brands to focus more on flat hierarchies and complete transparency.

Did you know that just behind WhatsApp, TikTok is the second-most downloaded non-gaming app in the world? And when compared to Instagram, the engagement rate is much higher? With millions of subscribers and a wide fan base, you should definitely check it out if your target audience is on TikTok.

Read all about these exciting and thought-provoking topics and more, in our latest edition of OneShot.

Read our OneShot

Your Guide to build an efficient patient-oriented strategy at a
global scale

In a context fueled by digital disruption and global acceleration, healthcare companies must design a new framework to better provide a seamless, constistent care accross all moment and all frontiers Through this white paper, Webhelp Medica reveals its best practices and learnings based on more than 20 years of expertise. Mixing feedbacks, testimonials and regulatory analyses, here are the keys to a winning strategy.

Read the Whitepaper Here

The future of travel in the post COVID world

The arrival of COVID-19 may have changed the travel industry forever. We’ve asked sector expert, and Webhelp Group Chief Sector Growth Officer, Nora Boros, to reflect on how far we have come and, most importantly, what the future holds for this most human of industries?

 

What was the travel industry landscape prior to COVID-19, were there any ongoing issues, or significant changes on the horizon?

Although it feels like an age away right now, looking back to 2019 the outlook for the travel industry was fairly optimistic and, on the whole, the industry was in a place of maturity in customer experience - especially when compared with other sectors which might be perceived as being weaker in this area such as financial services.

In fact, the industry had developed some depth in the ability to emotionally and personally connect with its audience, in order to deliver unique leisure experiences.  Brands were using new consumer behaviours to create buy in, especially in creating enriched customer journeys, something that I explored in a previous blog.

As travel is such a broad and diverse industry, some disruption was evident and there were emerging players and newcomers to the market, joining travel from competing sectors.

There was the growth of personalised, sustainable and eco-tourism, and its impact on the traditional value, luxury and price based travel campaigns - plus the continued arrival of start-ups, bringing new technology, fresh services and additional booking avenues to the industry.

Unfortunately, some areas of the travel industry were already financially fragile. For example, where low operating margins coincide with high cost in distribution or intermediation. This is especially apparent in models where there are go-betweens such as resellers, who are bridging the gap for providers and the consumers themselves, and draining income flows.

Alongside this, there was the growing financial challenge faced by the traditional retail brick and mortar travel providers from new players in digital technology.

And, there was huge impact from the way that technology can very quickly, change a regional provider to a global one – going digital provides the ability to easily disseminate an offer across multiple geographies and languages.

Interestingly, at Webhelp we are in the perfect position to provide support in this area, creating a unified customer experience across multiple markets.

What was the initial response to COVID-19 from the industry, and what challenges did Webhelp face as a company?

In the past decade, the travel industry has weathered many storms, including the ash cloud crisis in 2010 and the impact of the tragic events of 9/11. So when COVID hit, there was the awareness that it was going to hurt – but it was approached with a certain amount of resilience.

We saw a significant drop in sales volumes across our existing client operations, which we approached with a high degree of flexibility. As a people first company, we value our people and moved to protect them with swift workforce management measures like redeployment and adapted hours while working to reduce negative financial impact on our clients.

The travel industry has a substantial learning curve when producing the best customer advisors, particularly in the airline, tour-operating and hospitality segment. There must be a deep understanding of the sector, tools and processes – which can only be provided by time-served and highly trained advisors.

We focussed on retaining this wealth of experience; we knew that once the immediate challenge passed, our clients would need a highly skilled service.

And, it’s important to note, that as sales volumes fell, customer service needs in areas like refunds, information and rescheduling rose dramatically.  We protected the industry and our clients by cross-skilling advisors, redeploying them and introducing homeworking, where possible, to protect our people and ensure continuation of service.

We have also deployed automation where possible to accelerate digital transformation at a lower cost.

We entered a crisis discussion with one of our clients, who were understandably deeply concerned for their business and were considering calling off their contract. In response we provided a clear and robust financial roadmap through the crisis, working with local legislation to retain our people, safeguard their salaries and reduce the financial drain on our client and the ability to re-invest the savings to the post-crisis situation.

And now, as the industry is gradually returning to business under the next normal, our client is in an ideal position to come back strongly – and appreciates the flexibility, cost reduction and value Webhelp brought to the long term relationship.

Can we touch on the impact of COVID from an air travel perspective?

Yes, obviously the global travel industry has a symbiotic relationship with the airline industry, because travel by its very nature is closely linked to transportation.

The past three months have created a highly unusual situation, with limited (or no) cross border transportation and grounding several airlines.  This is without a doubt one of the single largest crisis’ to hit ANY industry, and we will see ripples and consequences for the next decade, if not longer.

There will be lasting consumer trends resulting from this, including a renewed interest in sustainable tourism and more purposeful, meaningful travel.

The recovery period for airlines may create a decrease in availability resulting in a potential price increase, both for the leisure market and particularly for business travellers. I think that for the corporate market, recovery will be much longer, and many companies will need to adapt their propositions to suit this new reality.

As a consequence we should see short term growth in domestic markets, as people have less in their pockets and less opportunity for international travel. There will be a return to travel as a simpler and more meaningful activity, with family relationships and new experiences assuming greater importance as some global destinations are limited.

The way ahead for the industry and your thoughts on the future of Travel under COVID-19?

Transformation and restructuring will be visible across the whole industry, which is already evident in the actions of Ryanair and British Airways and hotel chains like Marriott and Hilton. Travel companies will need focused customer experience during this difficult time and Webhelp can really support operational and digital transformation in this area.

Change is certainly ahead for the hospitality industry, and some independent hotels could struggle to comply with the new social distancing regulations, reduced guests and increased costs required to stay open while maintaining the bottom line.

Travel brands, like Airbnb, Booking.com and Expedia, with more diversified portfolios or private rentals where new regulations and safety measures can be introduced quickly, may be in a position to benefit.

As we live more flexible work lives, leisure travel will become blended with business needs, creating the new travel concept of ‘Bleisure’, something that we will be exploring in future blogs.

The real trends will become more apparent in the first quarter of next year, as the financial and social effects of COVID become clearer.

And finally, I think that the human experience of travel, the need for personal contact and connection will be increasingly valued and promoted.

Travel is the most universal way to unlock boundaries and understand how diverse and beautiful the world is, and I am confident that the industry will recover and remerge. It may be changed but will remain just as meaningful.

In future blogs we will explore the travel horizon in further detail, re-imagining the customer experience and looking at how this can unlock meaningful opportunities for the travel industry. Feel free to contact Nora Boros via LinkedIn and to explore more of our services.