Challenge
The A1 webshop, website and moj.A1 app are in focus as a central hub for all A1 services in Croatia. Especially in the times of the “new normal”, when customers’ habits are changing and customers started using more digital channels and are also shopping digitally.
A1 offers to their customers a wide range of different contact points, from webshop, moj.A1 app, own physical stores, telesales, to d2d and wholesale. In these omnichannel customer journeys the biggest challenge for the brand is: How to make A1 customer journey as seamless as possible, while providing them with the same experience, regardless of the channel they choose to interact with our brand when buying products & services or just gathering information about them.
Solution
To enable a seamless omnichannel experience for A1 customers, the brand implemented Whisbi A1 Liveshop solution. This solution gave them the opportunity to combine the best experience from offline and online customer journeys in one.
With Whisbi A1 Liveshop, online customers are able to communicate with the A1 brand representatives in real time. Features like live video from the A1 Liveshop, combined with a one-to-one personalized service delivers a superior customer experience, which is reflected in their outstanding sales results & NPS score.
Whisbi A1 Liveshop was especially valuable during the Covid-19 lockdown. The Liveshop was one of the main sales channels, providing an in-store retail experience online. With this new and innovative solution A1 Croatia was able to close the gap between online & offline and remove the need for an in-store visit. Customers were able to get that same retail experience on the A1 website.
Results
A1 Croatia saw great results with the Liveshop project. Their NPS ratings were much higher than the scores for other online sales channels, comparable to those they usually see in retail stores. The brand also reported that they saw a 20% increase in cross sells & up-sells, compared to their e-commerce channel. What is more, A1 recorded + 40% conversion rate from online leads to closed sales.
• NPS = in store NPS
• +40% Conversion rate
• 20% more upsells and cross sells compared to e-commerce channel
