The leading global customer experience (CX) and business solutions provider, Webhelp has been recognized by top-ranking industry analyst, NelsonHall, for its social media capabilities.
The firm was recognized across three core areas: customer care and sales capability; online reputation management capability; and content moderation, trust and safety capability.
NelsonHall’s Evaluation & Assessment Tool (NEAT), part of a “speed-to-source” initiative, enables strategic sourcing managers to assess vendors’ capabilities to identify the industry’s best performers during the sourcing selection process. The methodology specifically evaluates the quality of players’ abilities in several categories, such as technology and tools, service innovation, geographic footprint, and scalability, amongst others.
“We are thrilled that NelsonHall has recognized our social media capabilities. Now more than ever, and in an increasingly digital world, businesses need to deliver high-quality and trustworthy customer experience interactions. Webhelp has a diverse range of digitally enabled services, which allow us to support global brands with their social media interactions and reputation and work with social media platforms and marketplaces themselves to support a safer online environment for users. We are very proud of our achievements in this space,” said Webhelp Co-Founder Olivier Duha.
Ivan Kotzev, NelsonHall CX Services analyst, said: “Webhelp’s strong performance in social media support and sales is built on a fundament of proprietary technology, channel management experience, and CX consulting capability. Notable is the company’s expertise in lead generation and sales activities on social channels, an increasing priority for brands looking to meet their customers on these channels.”
Webhelp’s extensive capabilities and growing global footprint continue to be validated by the analyst community, with esteemed U.S.-based analyst, Gartner, naming Webhelp as a Niche Player. This builds on the analyst’s reporting of Webhelp as a Rising Star in 2019 and 2020, as the business further establishes its reputation as an industry disrupter and credible alternative to the more traditional players in the North American market.
These recent accolades amplify Webhelp’s current positioning by global analyst Everest Group as a Leader in Customer Experience Management (CXM) in its PEAK Matrix® Assessment 2020, as well as a Leader in its CXM in Europe, Middle East, and Africa (EMEA) Services PEAK Matrix, recognizing Webhelp as being particularly strong in terms of both vision and capability. The Everest Group positioning extends to a new report where Webhelp is recognized as a Major Contender in work-from-home solutions amongst other global players.
Everest Group wrote in its WAHA (Work at Home Agent) CXM Services PEAK Matrix Assessment, “Webhelp is driving digital transformation through cloud adoption, CX consulting, and automation by partnering with technology vendors such as Amazon Connect, MS Azure, and UiPath, utilizing their platforms as per clients requirements.”
About NelsonHall
NelsonHall is the leading global analyst firm dedicated to helping organizations understand the ‘art of the possible’ in digital operations transformation. With analysts in the U.S., U.K., and Continental Europe, NelsonHall provides buy-side organizations with detailed, critical information on markets and vendors (including NEAT assessments) that helps them make fast and highly informed sourcing decisions. And for vendors, NelsonHall provides deep knowledge of market dynamics and user requirements to help them hone their go-to-market strategies. NelsonHall’s research is based on rigorous, primary research, and is widely respected for the quality, depth and insight of its analysis.
About Webhelp
Making business more human for the world’s most exciting brands. We live in an era of fast connectivity and AI. Today, human experiences have even more power to make businesses come to life in customers’ hearts and minds. Webhelp is committed to making business more human. It’s through this commitment that Webhelp enriches customer experience, and designs business solutions that create value for the world’s most exciting companies. Webhelp is a partner across a range of services including customer experience solutions, digital content services through to payment services. Hundreds of brands across the world trust Webhelp because of their people, the culture they work in, and the ideas and technology they put to work. Webhelp believes that Emotional Intelligence creates a lasting impact, and their skill in marrying a differentiating human touch to the right technology is what makes a real difference for their clients. By choosing Webhelp they access the passion and experience of over 65,000 game-changers from more than 150 locations in 50 countries. Each one determined to bring their own intelligence, empathy and experience to the table every day. Webhelp invests in people and the environment they work in, because they know that when people thrive, it has a powerful impact on them, their customers and on their partners’ business. Webhelp believes that making business more human leads to a better customer experience – and a healthier bottom line. Webhelp is the European leader in their industry, with a revenue of €1,6B in 2020, and aims for a global leadership position. Webhelp is currently owned by its management and GBL, a leading global investment holding, as of November 2019.
More information can be found at www.webhelp.com.