Online customer journey optimisation to improve conversion rates
INCREASED CONVERSION THROUGH BT.COM BY 37%
ONE MVT PROJECT RAISED AN EXTRA £2.6M REVENUE IN JUST 6 WEEKS
INCREASED SALES THROUGH CALL CENTRE OPERATION BY 9%
In an extremely fast-moving, competitive and commoditised market, BT.com needs to be the smarter and more efficient destination for customers’ needs.
An exhaustive programme of optimisation and test-&-learn process that has dramatically improved the customer experience and the decision journey, whilst embracing digital media and everything it offers has helped engage new audiences in the online space
We work closely with BT to optimise their main consumer website and increase conversion through it, employing a number of tools to map consumer behaviours and test page recipes in real time to deliver real differences in site performance.
By understanding the particular areas that have a tendency to see drop off from purchase, we were able to install Live Person at these problem points to help guide the visitor to an order confirmation.
We've given BT one of the most real-time CRM solutions for their call centres, with a messaging platform that allows their call centre sales staff to send detailed and bespoke product and offer emails as they are on the phone to the customer.
As part of our role, we have helped BT embrace the digital age and using it as a platform to interact with audiences they haven't been able to in the past. The BT DMAs, for example, allowed them to engage the youth audience on the subject of music and their favourite artists.
We've been responsible for helping BT embrace the mobile age by working with them to optimise their website for use on mobile devices.