Shop Direct strengthens customer experience with latest partnership

Merseyside-headquartered online retailer Shop Direct has struck a new partnership with customer experience specialist Webhelp in the hope of strengthening its position in the digital marketplace.

The deal will see Webhelp provide customer experience services on behalf of Shop Direct, which is based in Liverpool, across a number of channels, including inbound support through email, social networks and a webchat facility, as well as traditional customer service support via voice contact.

Webhelp UK’s CEO, David Turner, said: “Shop Direct’s customers want to shop when, where and how it suits them – online, via mobile and tablet and seamless omnichannel customer contact must underpin their experience.

“At Webhelp we aim to work with our clients to deliver exceptional customer journeys. That means not just offering highly responsive service but also highly personalised service across all channels.”

As the UK’s second biggest digital retailer, Shop Direct pulls in more £1.7bn in annual sales. One of its online department store brands is Very.co.uk, which sees more than a million visitors each day.

Webhelp’s David Turner continued: “We’re excited to be working with one of the largest digital retailers in the UK, in what is a significant partnership for our business.

“We will now undertake a review of the business, as we continue to challenge digital customer service standards.”