Healthcare Services

Patient Support Programs

Patient Support Programs have proven to be a strong leverage for pharmaceutical companies who need to create preference among HPCs, increase adherence to treatment and collect real-life data that will help them maintain their pricing. We bring a unique wealth of expertise that combines skills of healthcare professionals with specifically designed tools to build and operate those programs.

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Pharmaceutical promotion & sales

Price pressure and fierce competition force pharma companies to rethink their traditional field promotion model.

We leverage our qualified database and proprietary tools to design and operate dedicated multichannel programs. Our expertise covers a large range of activities aiming at boosting prescriptions or sales and improving healthcare professional awareness and satisfaction at an optimized cost.

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Enterprise Services

B2B Sales Services

We enable B2B clients to rapidly surge their revenue by designing and managing even the most complex sales journeys. Our 20 years expertise ensures that efficient sales solutions are designed for each sales strategy, in close collaboration with our clients by mapping out targets and implementing the best fitting resolution.

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B2B Care Services

Our dedication and passion for service are our key drivers. And because BtoB market is requesting high SLA and NPS and the right comprehension of the client value, we deliver excellent Care Services through outstanding market expertise, innovation and an objective to enhance user experience.

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Helpdesk & Technical Support

We deploy AI, voice analytics and other leading technologies to futureproof CX and transform ways of working. IT-Service-Management is not only about IT-Service, we focus on delivering the best possible service. This is how we create value and brilliantly harmonize people and technology. Our Helpdesk solutions, quality & efficiency enhance commercial performance and customer satisfaction. We pay attention to close tickets on time with a human touch.

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Reverse Logistics

How you handle customers who need repairs or replacement of damaged or faulty products is a moment of truth for your brand. Poor CX makes customers less likely to re-purchase from you and more likely to publicly talk about their negative experiences. Our Reverse Logistics Service combines essential CX with expert management and reporting of Warranty and Repair processes.

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Digitala tjänster

Moderation

Content is a key opportunity but a major concern for​ digital platforms as well. Risks are known to emerge anytime, anywhere and in any language and users expect their content to be published as soon as possible.

Using in-house automated tools and processes dedicated to content moderation​, our
moderators provide the best balance to not only offer your users the greatest experience but also to ensure the reliability of your platform.

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Content Management

Managing your content and delivering the right content in the right place at the right time is a tough and time-consuming challenge. Making this content consistent and engaging is even a bigger one.

Fueled with dedicated content management processes, our content managers are experts at providing the best content management strategy from data filling to key knowledge
management.

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Digital insight and e-reputation

The volume of information available online can be overwhelming, especially if you want your brand to stand out. That’s where we can help you maximize your brand’s potential.

By providing you with analysis, social listening support, crisis management and e-reputation reporting, you will be better equipped to hear the digital voice of your customers. And be better prepared to meet their needs.

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Community Management

Great social media management comes from having the right team in place. With our
expertise in recruitment and our network of Community Managers we can quickly source the best people to support your brand and Social channels.

We will help to build and manage your online communities – create trust in and promote your brand. You will also have better social media coverage to promptly support customers and prevent crises.

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Legal Services

Legal Claims Management

Webhelp’s highly skilled paralegal teams offer time-served legal expertise across multiple lines of business. Our regulatory compliance framework, certifications and approvals allow us to support our clients, as well as having extensive experience in operating in regulated environments for our existing clients.

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Privacy and Legal Services​

Webhelp’s skilled and accredited pre-litigation teams offer time-served legal expertise and high-quality claims management, across all lines of business. More than a third of our team members have over 3 years’ experience in the claims process. We handle over 10,000 cases per year, while maintaining strong compliance, very low complaint levels and positive Customer Net Promoter Scores.

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Know Your Customer Services

We offer our clients a streamlined Know Your Customer (KYC) route, respecting evolving regulations and complying with digital transformation, which is key to a successful activation process. We support our clients either with a full BPO approach, thanks to our KYC experts working in their system, or with a managed services approach combining “End-to-End” proprietary platform and KYC experts for tailor-made KYC.

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Technology Services

Contact Centre Technology

Customer expectations are changing and changing fast. Keeping up with the pace is hard, especially when the consumer has never had so many easy ways to access competitive choices.
Working in partnership with Webhelp, you will have access to the latest Contact Centre Technologies. With us you can meet and exceed the needs and expectations of your customers. No matter when, where or how your customers reach out, we make sure you are also there!

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Automation

Automation is making the difference for great customer services. The increasing use of digital assistants shows customers are keen to engage with automated services, but only when they are well designed and provide impactful services.

Thanks to our experts and proprietary solutions, you will benefit from the concrete cost savings that automation provides while also ensuring your customers are looked after the way you would like them to be. At Webhelp, automation is designed for humans.

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Digital Tech

Technology is ever evolving, requiring flexibility and agility, making it difficult for businesses to keep up with the transformation pace. We invest in digital technologies, developing digital skills within organizations, whilst enhancing these with specialised divisions such as: PitechPlus, MyStudioFactory. For Mobile or Web applications, accessibility to our technologies and expertise means you will keep the pace when the competition falls behind.

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Webhelp has built a portfolio of solutions & services supporting BPO activities and Consulting practices

Digital Technology services:

  • Consulting services: Digital strategy, UX/UI design, solution architecture
  • Web and mobile app development: Front/back end
  • Custom software development
  • Application maintenance

Contact Center services:

  • Omnichannel / multichannel
  • Business Messaging
  • CRM integration
  • Infrastructure services

Automation & AI service:

  • Virtual assistant
  • Robotic Process Automation
  • Speech Analysis
  • Voice bot
  • Machine Translation

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Consulting Services

Transformation Program Delivery

New technologies and channels, cost pressure, and agile competitors. There has never been more pressure on transformation programs to deliver. We align your transformation agenda with customers, colleagues and partners. Not only do we achieve your objectives but we enhance the capabilities of your team to enhance and sustain change. Our approach, grounded in over twenty years’ real-world experience, will help you deliver tangible benefits.

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Digital Strategy & UX

Our Digital Strategy & UX expertise will help you define and design your own digital vision, creating web and mobile applications that maximize customer satisfaction and business benefits.

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Customer Journey Design

How well do you understand the complete journeys taken by your customers?
A customer journey approach helps you deliver improved service to customers, and greater value to your business.
It leads the way to broad business benefits, removing activity your customers don’t value, delivering a seamless omnichannel journey, and ultimately delivering a best-in-class customer experience.
Customer journey design and transformation is the key to sustainable success and competitive advantage.

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Sales

Customer Acquisition

Acquiring new customers is the lifeblood of any business. Knowing who to target, when, where and how is crucial to success. Our sales experts can help you to identify the right prospects and engage them in conversations in any channel. The result is higher conversion rates, increased basket size and better customer experiences. We combine technology, analytics, and sales expertise to attract and convert valuable customer opportunities.

Sales assistance

Providing support and guidance to customers that are actively looking to make a purchase can generate significant returns. Our sales assistance services are designed to ensure that customers have access to a sales expert in whichever channel they are using. By actively answering questions about products and services, making recommendations, and suggesting associated products they will typically increase revenues versus a purely self-service sales journey. Our advisors increase customers’ sales revenue by supporting their Inbound & Outbound, E-commerce, M-commerce and Social Selling activities during on & off-line purchase journeys.

Onboarding

For many businesses, particularly those selling services the early-life experience of new customers has a major impact on their life-time value. Our onboarding services are designed to ensure that new customers become active adopters and users of your services as quickly as possible. Using customer data and analytics we help you to identify the customer behaviours that indicate successful adoption. Armed with this insight we determine when and how advisors should be engaging new customers to generate loyalty and advocacy as early as possible.

Upselling & Cross selling

Existing customers frequently represent an untapped source of value growth. Proactively engaging with existing customers to recommend relevant additional products and services not only increases revenue, done properly it strengthens loyalty and builds advocacy. Whether its proactively engaging customers about an opportunity or making a product recommendation within a service conversation we can help you to grow existing customer value.

Customer Retention

Organisations with high levels of customer churn and attrition can find themselves running fast to stand still through customer acquisition activities. Retaining more of your existing customers is a sure-fire way to grow the profitability of the business. Using sophisticated customer analytics, we can help you to identify those customers at risk of attrition and the most effective way to retain them. This then informs the activities of our expert advisors who will actively engage customers in conversations to retain or win them back.

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Commercial Assistance

Customers are the lifeblood of any business.

In today’s ultra-competitive market customers have more choice than ever before. The way that customers use social media also means they have more influence on brands too. With so much choice and influence customers now expect more; especially during times of crisis or when things go wrong. Our commercial assistance services will help you to connect with your customers and strengthen relationships through meaningful and effective conversations.

Customer Service

Good customer service is about being there for your customers whenever and however they need you. With decades of experience we can help you design the right service for your customers and your business. A partnership with Webhelp means you will have access to the latest multi-channel services and technology. Our multi-lingual hubs also mean you can provide the same great level of service around the world. Most importantly you will have access to a global team of people; dedicated and committed to your business and your customers.

Complaints & claims management

Mistakes happen. Sometimes things don’t always go as smoothly as we would like. Good service is what we expect all time. Great service happens when you help customers through the difficulties, the mistakes or the rough times. We will help you deliver that great service using our experience in complaints & claims management. By focussing on resolving issues, fixing problems and providing solutions we will help you turn unhappy customers into your biggest fans.

Crisis & disruption management

Even with the best planning and preparation the unexpected can happen. When it does customers will look to you for help and support. We’ve helped some of the biggest global brands help their customers when they needed them the most. We will help you minimise the impact for you and your customers when major problems arise. Using tried and tested processes, contingency services and highly skilled people we will help you be there for your customers when they need you the most.

Loyalty management

All your customers are individuals, with individual needs. The ‘one size fits all’ approach to loyalty management doesn’t meet the needs of today’s customers who expect a personalised experience from brands. Using insight and analysis we can help you to understand your customers better. And help you manage your loyalty programme to deliver personalised experiences that reflect the individuality and value of your customers. Webhelp’s commercial assistance services. Putting your customers first and making business more human together.

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Payment services

Payment Services.
Credit Management.

Entrusting Webhelp to outsource your credit management will help you to reduce risk and to secure your growth. You will benefit from our consolidated data and experience.

Through the partnership with Webhelp and its 35 years of experience in credit management, you will be able to consolidate, control and develop the commercial relationship with your national and international B2B customers.

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Payment Services.
Online Payment Management.

Building a B2B payment strategy aligned to your eCommerce, marketplace and B2B dropshipping needs will help you to develop your business in these new B2B channels. By providing a full set of services to your vendors (invoicing, dunning, credit insurance, …) and adapted payment conditions to your customers, you will build secured and valuable business relationships.

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Payment Services.
Debt collections.

Choosing omni-channel collection strategies, in a balanced approach of human and digital contact, will provide you with the right answer to reducing costs, increasing cash collected and improving brand loyalty.

Adapting this strategy to B2B or B2C, to your specific market and customer target, also to your usual client communications, will increase your customer lifetime value.

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Analytics & Managed Services

Customer Services. Insight.

Using leading edge Customer Insight tools, our data engineers and analysts discover the “What” and “Why” from previously siloed data and deliver actionable recommendations to improve and sustain Customer Experience.

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Customer Services. Analytics.

A huge amount of value can be found in customer, contact & operations data that is often left untapped. Our data scientists use AI to analyse trends and patterns in customer behaviour. Predictive Analytics models enable your business to forecast “What will happen” and helps to decide the next best action to take in your operations and with each individual customer.

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Customer Services. Operations.

Using analytics to drive operations and customer improvements ensures your business can be more agile and adaptive in the face of rapidly changing and evolving customer demand. Our seasoned operations specialists work alongside your in-house teams, with a relentless focus on performance improvement, ensuring change is both high-impact and long lasting.

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Customer Services. People.

We are a people first company. We believe when you put people first everything comes alive. This is how we make business more human.

Finding, recruiting, training, developing and looking after the right people for your brand and your customers is what we do. Our experts and exceptional services will take the stress out of all your recruitment needs.

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A tiered approach to driving value from data

Analytics

  • “Looking forward” – WHAT WILL happen – predicting future performance and customer behaviour
  • Digging deeper into contact data to identify root causes of issues
  • Quantification of opportunities to transform CX
  • Change professionals to deliver improvements often in model office setting

Insight

  • “Rear View Mirror”
  • Analysis of trends and WHY performance has changed
  • Supporting ad-hoc queries and MBR/QBR spotlights
  • Fuels day to day improvements to performance

Business Intelligence

  • Regular reporting on WHAT had happened
  • Daily, weekly, monthly measurement of core KPI’s
  • Webhelp and client facing reports to support management of performance

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