Shop Direct and Webhelp have been shortlisted in two categories at the prestigious Retail Week Customer Experience awards, to be held on the 23 June 2016 at The Hilton on Park Lane.
As finalists in the categories of ‘customer service initiative’ and ‘customer experience team of the year,’ the partnership has been recognised for service delivery and team effort in the early stages of what is a long-term digital transformation programme for Shop Direct.
Shop Direct began working with Webhelp in August 2015, having chosen to partner with the business process outsourcer primarily for its digital, insight and analytics capability. Highlights from the relationship so far have included the addition of greater self-serve options for Shop Directs customers and a 100% increase in the amount of digital contacts managed.
David Turner, CEO at Webhelp UK, said:
“When we began working in partnership with Shop Direct last year we were given the challenge of transforming to serve the needs of Shop Direct’s customers. Their customers want to shop when, where and how it suits them, and this extends to the customer service experience. To meet their expectations, we need to provide a seamless omnichannel customer contact experience. This is our sweet spot.
“It’s great to see the progress made by both partners to date towards achieving this vision, and for this progress to be recognised through being shortlisted in the Retail Week Customer Experience awards.”
Shop Direct is the UK’s second largest pureplay online retailer, with annual sales of £1.8 billion. Our digital department store brands are Very.co.uk, Littlewoods.com and VeryExclusive.co.uk, and receive an average of 1 million website each day, with more than 61% of online sales completed on mobile devices.
We sell more than 1,100 famous brands, including big name labels and our own exclusive brands. We have 4 million customers and deliver 48 million products every year. Our free click and collect service, delivers to 5,800 stores across the country, increasing ease and convenience for customers.
For additional information on Shop Direct visit their Website
Webhelp is a global business process outsourcer (BPO), specialising in customer experience and payment management in addition to sales and marketing services across voice, social and digital channels.
From 21 countries with a 30,000-strong team, our focus is on engineering performance improvements and delivering a real and lasting transformation in our clients’ operating models to generate financial advantage. We partner with some of the world’s most progressive brands including Sky, Shop Direct, Bouygues, Direct Energie, KPN, Vodafone, La Redoute, Michael Kors and Valentino.
Headquartered in Paris, France, the company has grown its revenues by more than 250% in the last 4 years by investing in its people, the environment they work in and developing the analytical and operating capability to deliver a transformational outsourcing proposition that addresses the challenges of an omni-channel world.