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Woven

Handling dramatic surges in contact volume

 960 640 Stuart O'Brien
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Because time is precious and we know that our clients cannot always be there to answer the phone. Woven offer a host of tailored call handling services that enable businesses large and small to capture every opportunity.

Our bureau service, Woven with You, provides a seamless extension of our clients business, allowing them to focus on the value-add activity that will help them grow.

We handle every contact to the highest quality standards in a flexible scripted environment, with bespoke technology, quality assurance apps and insightful data analytics.

Whatever solution you require, we ensure a simple set up, and deliver reliable, actionable, and intuitive feedback enabling you to concentrate on your business and the moments that matter.

We do not think of ourselves as just an outsourcer; we work in partnership, collaborating with our clients to deliver exceptional experiences.

24/7 customer service solution

We offer a flexible and scalable approach, not to mention global reach, with sites in the UK and South Africa.

Onshore or Offshore – the choice is yours.

Our connected agents and automated AI work in tandem to provide customers the type of service that delivers meaningful and effective interactions.

We already deliver inspired experiences to some of the worlds most prestigious brands, with over 600 clients across multiple sectors.

We support your customers in their contact channel of choice across voice, chat, socials and email.

If you would like to know more, let’s talk?

Contact hello@wearewoven.com or give us a call on 0333 103 7337.

www.wearewoven.com

The importance of CX in the retail industry

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There’s no denying that the past year has had a huge impact on the retail industry, from supply chains to customer service. With stores closing their doors and e-commerce booming, retailers had to adapt their processes rapidly to meet new customer behaviours and needs.

Retail technology saw a boom, click & collect became more popular than ever, and customer service operations moved to more diverse channels as digital-savvy consumers looked for more ways to resolve their queries.

Despite all these changes 80% of customers say the experience a company provides is as important as its products and services (Source: Salesforce). Consumers expect short wait times, quick solutions, and personalised interactions at every touchpoint.

The demand for omnichannel retail solutions and customer care has never been higher due to consumers’ increasing reliance on technology and the rise of new and distinct types of problems as the retail sector changed as a result of the pandemic. Retail contact centres have been introducing more channels than ever before to connect with customers to inform them about changes to services, orders, and reopenings, from chatbots and videochat to Twitter and Instagram.

Customers now expect their favourite retail brands to have multiple options of communication. Many consumers shopping for retail products start their journey online, and usually with a search. Many paths to purchase in retail also involve a consumer calling a store location or contact center.

To gain a unified consumer view, businesses must connect all of their channels. The opportunity cost of not being omnichannel is 10% in lost revenue (Source: VendHQ). A failure to provide high-quality omnichannel experiences directly impacts ROI and 38% of consumers will stop doing business with a company if they have a bad call experience (source: Invoca). Providing great call experiences is what Woven do best.

Visit https://wearewoven.com/retail-industry to see how we are helping the retail industry.

INDUSTRY SPOTLIGHT: The benefits of offshore outsourcing

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We live in a connected global village and businesses are expanding their search for expertise beyond their country’s borders to benefit from global business services. Offshore outsourcing benefits businesses by allowing them to relocate office jobs to countries with lower labor costs but equal expertise, like South Africa.

Benefits of offshore outsourcing

Reduce capital costs

We take responsibility of workspace, equipment and human capital

Turn fixed costs into variable costs

We reduce your costs almost immediately through measurable sales, service optimization and tailored operating-model integration

Increase efficiency

We are at the top of our game. Gain access to our expertise, knowledge and passion for the industry

Cater to changing customer demands

We mitigate risk by anticipating changing customer demands and requirements

Why South Africa?

Many Global Businesses have chosen South Africa to be part of their service delivery model partnering with one of the numerous businesses that operate from this No 1 BPO destination. Awarded the most favoured Customer Experience delivery location in 2021 (Ryan Strategic Advisory Front Office BPO Omnibus Survey), after 3 consecutive years in 2nd place, combined with a strategic focus on BPO by the South African government, the country has established its reputation for delivering high quality, consistent services into international markets.

If you would like to know more, let’s talk?

Contact on hello@wearewoven.com or give us a call on 0333 103 7337.

www.wearewoven.com

The #6 benefits of outsourcing

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By Woven

#1 Reducing cost is probably the obvious reason why businesses outsource their customer contact centre, but there are many more incredibly valuable benefits of partnering with a specialist outsourced contact centre provider.

So, what are they?

#2 Trained Staff Always Ready and Available

Outsourcing provides trained professionals right at your fingertips. It takes away the hassle of finding the right candidate for the job and the stress of searching through endless CV’s for the right fit.

#3 Customer Service Experts

Outsourcers are experts at delivering exceptional customer service. Long hold times, multiple touchpoints or lack of channels can all have a detrimental effect on your business.

Satisfied customers are repeat customers which in turn provides revenue growth. Top call centres become an extension of your brand, a partner you can trust to treat your customers as though they were their own.

#4 Technology

The evolution of technology has given customers more ways to reach a business than ever before. A huge advantage of outsourcing your call centre is the built-in tech that comes with it. They can provide innovative bespoke technology that your in-house operation might not even have thought about. Customisable CRM platforms, Chatbots, Voicebots, Automation capabilities and the list goes on…when you outsource to a call centre you provide yourself with the opportunity to provide a service backed by the best technology available in the industry.

#5 Real-time Reporting

Blending expert analysts with powerful, customsied analytics-based scoring and reporting tools empowers clients, managers and advisors with results, insights and advice that drive self-improving operations.

#6 24/7 Service

Customers don’t only have questions or queries 9-5, Monday-Friday. Instead of limiting your customers to time frames you can be available to provide a service at a time that is convenient for them.

Here at Woven we are not just an outsourcer; we offer a new way of working. Our people are powered by our technology to meet the needs of your business.If you want to find out more, get in touch with us on 03331037337 or email hello@wearewoven.com

www.wearewoven.com

The benefits of live chat on your website

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Live chat used to be a “nice to have” service offering, Today, more than 41% of customers expect live chat on your website and more than half of all customers prefer to chat with someone in real-time and online. It gives customers a way to reach you at the exact moment that they have questions or problems they can’t solve.

Customer experience plays a key role in your business’ growth and revenue. Being available in the channel that best suites them is a factor of delivering exceptional customer experiences.

At Woven we can provide your business with seamless live chat technology for your team or even manage it for you.

Benefits:

  • Improved support experience
  • Increased customer engagement and satisfaction
  • Connected customer experience
  • Increases first contact resolution
  • Reduced service costs and boost efficiency

With tPoint Live Chat and Messenger the possibilities are endless:

  • Quick replies and predetermined responses to common questions
  • Live Chat Screen transfer for secure payments – not visible to advisors
  • tPoint powered End Feedback Survey to aid improvement to your customers experience
  • Consistent Advisor Experience with unified Agent Desktop so your advisors can respond to interactions on Chat or Social DM

If you would like to know more, let’s talk?

Contact us on hello@wearewoven.com or give us a call on 0333 103 7337 to find out more about our live chat services.

www.wearewoven.com

Getting to know you: Paula Constant, Woven CEO

 960 640 Stuart O'Brien
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With a creative workforce, tech know-how and a bespoke approach, Woven is transforming customer-services. We caught up with CEO Paula Constant to find out more about the secrets of the company’s success…

Woven is on a mission to deliver excellent customer service. They provide a range of premium companies with bespoke people- and technology led customer experiences, from chatbots and social media monitoring to video shopping and crisis-response techniques.

Under CEO Paula Constant, who joined in 2020, Woven’s profits have increased by 70 per cent in 18 months, with robotic automation rates for more than 90% of customer transactions.

Paula has achieved this through innovative technology and an inspiring, collaborative ‘people programme’. “I have built a leadership team who quite simply want to make a huge difference to the experience of working in a customer contact centre,” says Paula. “We want to think radically differently about every aspect of their role as a ‘professional communicator’. The job is intense, with our staff handling 90 customer contacts in one day.”

Prior to Woven, Paula had worked in banking and telecommunications, and in 2016 won a Leader Award from FDM Everywoman in Technology. She has earned renown for galvanizing large workforces to get behind huge shifts in customer experience and automation. She attributes her success to a gritty working-class upbringing. “I am the daughter of a single-parent nurse who gave up her dream of becoming a doctor to raise two girls. She encouraged such incredible self-belief. She devoted herself to a life of service, selflessly.” Having two young sons, Paula believes that role modelling leadership in work and in the community is a critical part of being a parent.

As Woven grows, Paula is bringing her holistic approach to new territories. The company is acquiring overseas to expand into the Asian and US markets, while improving the lives of hundreds of locals. “We are still a good size to be able to wrap ourselves around our customers and provide personalised service,” she says. “We want to ensure that, as we expand, we maintain that level of personal attention and customer innovation, both to our clients and our workforce.”

www.wearewoven.com

The benefits of introducing bots into your business 

 960 640 Stuart O'Brien
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By Woven

We live in a fascinating period where almost every day technology is becoming a more significant enabler in our lives. In business, the emergence of the combination of Artificial Intelligence and Process Automation (or as we now progressively know them, Bots or Virtual Agents) has created the scope to provide a level of service that simply wasn’t possible previously. Alongside that there is also a much sharper focus on the implications of failing to offer great service. 

So, what is a bot and why do I need one? 

Bots in the context of customer service are effectively software programs which simulate human conversations across either voice or text. 

Bots have huge natural advantages: 

  • They work 24/7/365 providing instant customer support 
  • Increase first contact resolution with automated responses 
  • Reduce service costs and increase efficiency 
  • Improves customer experience  
  • Provides an automated feedback survey to produce insights  
  • Real-time content management    

Do you want to create personalised and dedicated customer experiences?  

Then you need a trusted outsourcing partner! Woven’s bespoke technology integrates seamlessly into your legacy systems with ease and speed.  

Contact us today to see how we can help your business 0333 103 7337 / hello@wearewoven.com.

Woven: AI will change way businesses interact with their customers forever

 960 640 Stuart O'Brien
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In an era where technology is becoming a more significant enabler, new opportunities are being created for all of us to enrich our lives.

In the world of business, this allows companies an opportunity to deliver a level of customer service that until now has not been possible. But it also brings into sharper focus the dangers for business of failing to provide great quality service.

The latest revolution in customer experience is the combination of artificial intelligence and process automation, or in short ‘bots and virtual agents’.

And Woven’s chief technology officer Andy Griffin believes ‘the rise of bots’ will transform the way companies interact with their customers.

Griffin says: “The bots are coming and the landscape of customer experience for businesses will never be the same again.

“How we are impacted by bots will be shaped by how and where we interact with them.”

But what are the implications for companies that serve customers, what do we mean by a ‘bot’ and are these bots genuinely smart?

“Firstly, creating a basic bot is actually fairly simple, and secondly, to smarten a bot means providing it with real-time access to customer data and interactions – the ‘brains behind the bot’, if you like,” ays Griffin.

“This second point has focused the minds of businesses to an age-old conundrum that really should have been grasped a long time ago – that is how business can obtain a true real-time view of their customers.

“It’s a problem that we all thought we were going to solve with the emergence of CRM applications in the early noughties – but didn’t!”

By definition, bots are a series of automated steps with smart capabilities that convert voice to text or the other way around, and which can also convert strings of text to sentiment or intent.

Griffin adds: “If you have this functionality you can create a basic bot and then over time the bot can learn to become better at that simple task.

“But for a bot to become really smart, it needs to reach beyond one task to understand data in multiple systems.

“In the context of customer service, this means that the bot is comprehending in real-time how as a customer we are actually interacting with a company – are we on their website? In a web chat? Waiting in a voice queue? Or perhaps complaining via social?

“Trying to interact effectively using automation without having genuine access to all of this data proves either limiting or just plain self-defeating.

“The bot will simply follow the rules it’s given and will not be cognisant of data it doesn’t have.

“So, whereas a human agent in a contact centre can interact with multiple systems and make a guided judgement, a bot simply cannot compare without having integrated up-to-date data.”

Griffin concludes that business must harness real-time customer data to maximise the benefits bots can bring to the customer service sector – or risk being left in the dark: “Bots are a big part of the customer experience and will change all of our lives.

“But if there’s one core task companies wishing to maximise their opportunities must complete, it has to start with the use of real-time customer data and customer interactions.

“The most effective innovators are those who understand the human element of change, and appreciate that it’s how we interact with technology that creates the biggest impact on our lives.

“Without this understanding, businesses rush into the world of bots at their peril.”

Woven employee wins ‘Hero of the Year’ at industry awards

 960 640 Stuart O'Brien
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Sue Baker, a team leader in Woven’s B2B telemarketing department, was awarded the Hero of the Year accolade at the South West Contact Centre Awards, which took place at Bristol Aerospace on June 27th.

With 13 years of service, Baker was put forward for the award in recognition of her commitment to making a difference, as well as going above and beyond. 

Speaking about what is special about working at Woven, Baker said: “The people make this a special place to work; how willing everyone is to help support and encourage each other to grow in their roles and grow in the business.”

The South West Contact Centre Awards allows contact centres across the South West region to showcase the amazing work of their people. The judging process includes panel judging sessions for individual and team finalists, and site visits for Contact Centre of the Year finalists. 

To find out more about the award winner and nominees, please visit: https://wearewoven.com/woven-wins-the-award-for-hero-of-the-year-at-the-swccf-awards-2019/