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Customer Journey Case Study 

Enhancing Customer Experience and Driving Revenue Growth Through Customer Journey Analytics

Introduction

A leading telecom company, offering broadband services, devices, airtime plans, and data bundles, partnered with us to address challenges in customer experience across its four interconnected websites, including an e-Shop. The company aimed to improve seamless movement across content, maximize conversions, and reduce customer drop-offs. 

Key Challenges

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  • Fragmented Customer Journeys: Users experienced disjointed navigation and inconsistent experiences across the four websites.

  • High Drop-off Rates: Customers were abandoning key processes, such as plan upgrades and device purchases, at various points in their journey.

  • Low Conversion Rates: The company struggled to convert website visitors into paying customers or upsell existing subscribers.

  • Limited Customer Insights: Lack of a holistic view of the customer journey made it difficult to identify and address pain points.

Our Approach

Data Collection and Integration

  • Integrated data from web analytics, CRM, marketing automation platforms, and customer feedback surveys.

  • Created a unified view of the customer journey across all touchpoints.

Customer Journey Mapping

  • Visualized typical customer journeys, identifying key stages and touchpoints.

  • Highlighted drop-off points and areas of friction.

Behavioural Analysis

  • Analysed user behaviour, including click patterns, time spent on pages, and navigation paths.

  • Utilized AI-powered sentiment analysis to understand customer perceptions and identify areas for improvement.

Personalization and Optimization

  • Implemented personalized content recommendations and offers based on customer behavior and preferences.

  • Streamlined navigation and content presentation for a more intuitive user experience.

  • Optimized the e-Shop checkout process by reducing steps and offering multiple payment options.

A/B Testing and Iteration

  • Conducted A/B tests on design changes, content variations, and promotional offers to identify the most effective strategies.

  • Continuously monitored and refined the customer journey based on performance data.

Key Interventions and Improvements

  • Unified Navigation: Standardized navigation menus and design elements across all websites.

  • Personalized Content: Delivered tailored content and recommendations based on user behavior and preferences.

  • Simplified Checkout: Streamlined the e-Shop checkout process to reduce friction and improve conversions.

  • Targeted Communication: Implemented personalized email and SMS campaigns to re-engage customers and drive conversions.

Results Achieved

  • Improved Customer Experience: Increased customer satisfaction scores by 18%, reflecting improved navigation and content clarity.

  • Reduced Drop-off Rates: Drop-off rates decreased by 15% across key pages and processes.

  • Enhanced Conversion Rates: Conversion rates increased by 14% for plan upgrades, device purchases, and new subscriptions.

  • Increased Revenue: The company experienced a 15% increase in overall revenue, driven by improved conversions and customer retention.

Get in Touch

Combination of advanced analytics capabilities and marketing expertise, and our cross-functional approach integrates insights from market research, customer behavior analysis, and performance metrics to create a marketing solution.

 

Contact us today and discover how to revolutionize your approach to data-driven decision-making.

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