A1 is the leading Telecommunications company in Austria, Slovenia, Croatia, and Serbia among others. A1 offers a wide range of different contact points to their customers, from the webshop, the app, own physical stores, telesales, to d2d and wholesale.
The brand has changed its complete strategy to include Live Engagement and implemented A1 Liveshop. With Whisbi A1 Liveshop, online customers are able to communicate with the A1 brand representatives in real-time. Features like live video with brand experts 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. Since A1 Liveshop is improving the customer journey and making it very seamless, they’ve decided to implement it as a company-wide strategy to unify the brand. A1 started using the A1 Liveshop in Austria, and after this success story, other markets followed.
”At A1 we put our strategic purpose ‘Empowering digital life’ into practice, by launching A1 Live Shop powered by Whisbi across 6 markets in Europe. In the times of a global pandemic, digital transformation became a central prerequisite for the future success of both us as a company and our customers. A1 Live Shops have enabled us to provide a more modern experience for all our customers which is virtual, remote and flexible, while also being tailored to the client´s needs. The Live Shop projects have achieved exceptional results, not only when it comes to providing an outstanding online customer experience, but also by showing increased online conversion rates in every single market.
A1´s physical and digital infrastructure again proved to be high-quality, reliable, and future-proof. We have a clear focus and see the potential of digital technology for maintaining sustainable business growth. Excellence in Execution and digital transformation continue to be pillars of our corporate strategy.” Alejandro Plater – COO of A1 Telekom Austria Group
Let’s take a look at some of the great results that the A1 Liveshops across some of their European markets have achieved.
A1 Austria wanted to explore new ways of connecting with online customers, that would help better communicate their value propositions of various products and services and increase online sales.
A1 Austria achieved amazing results with the Liveshop project. Their NPS ratings were incredibly high, compared to other online sales channels, comparable to those during a face-to-face shop experience.
- A1 Net Promoter Score ratings for Liveshop = in-store NPS
- 30% increase in average basket size for deals closed via A1 Liveshop
- +30% conversion rate for leads handled via A1 Liveshop
“We digitize Austria – that’s our aim and that’s why we wanted to create a new and innovative channel to support our customers while shopping online with competent personal sales consulting nearly anytime or anywhere.” Timo Zöller, Head of Customer Interaction A1 Austria
A1 Slovenia conducted a customer survey and the results clearly showed that customers wanted to view the devices, compare them and get key information about the specific products before making a purchase decision.
Therefore, they saw an outstanding outcome with Whisbi Sell. Customers rated their satisfaction with shopping through the Whisbi Solution with a 9.2 out of 10. The planned number of sales went up by 19% and users are very positive about the brand. What’s more, the brand noticed increases in calls and sales – providing a greater customer experience.
- A1 exceeded a 74% increase in calls
- NPS rating 9.2 out of 10 with Whisbi Sell
- 22% target conversion rate
”Customers can now see our products, have a live conversation with one of our sales representatives, and go through the buying process from their living rooms. We got a lot of positive feedback from our customers and created an amazing NPS rating, so we know we’re on the right track. I’m positive our A1 Liveshop will become the biggest digital shop in our retail network.’’ Matjaz Vracko, Residential Sales Director A1 Slovenia
A1 Serbia is the youngest mobile operator in Serbia and is already setting new standards in the telecommunication market. Knowing that 90% of people get informed about the desired product of service through their website and furthermore, an increasing percentage of them made purchases online – shaped in a strategic direction in which A1 Serbia’s sales channels should be developed.
A1 Serbia introduced its virtual store and it completely transformed the traditional shopping experience. By doing this, the brand achieved a +30% conversion rate.
- NPS rating more than 8 out of 10
- +30% conversion rate
- Impressions vs. sales: only 500 impressions of the Whisbi button are needed to generate a sale
“The Whisbi solution provides an excellent opportunity to those aiming for high performance in managing e-commerce sales, to convert customers and close deals by understanding customer journeys on the webshop. Besides, it offers peace of mind in these turbulent days when social distancing is proclaimed and shops are cutting working hours. With Whisbi we know we can overcome these unusual circumstances and still serve our loyal customers.” Goran Stojadinovic, Director of Residential Sales Sector A1 Serbia
How to make the A1 customer journey as seamless as possible, while providing them with the same service – that was the main challenge for A1 Croatia. Their customers should be able to gather information about the brand, regardless of the channel they choose to interact with A1.
A1 Croatia implemented Whisbi’s A1 Liveshop solution. This solution gave them the opportunity to combine the best experience from offline and online customer journeys in one. A1 Croatia’s 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 a 20% increase in cross-selling and up-selling, compared to their E-commerce channel. What’s more, A1 recorded a +40% conversion rate from online leads to closed sales.
- Higher NPS rating
- +40% conversion rate
- 20% more up-selling and cross-selling to their E-commerce channel
“With the Whisbi A1 Liveshop solution, we were able to empower digital life for our customers which is in line with our A1 brand promise. Also, we presented innovative service on Croatian market while providing a seamless personalized customer experience for our customers in the omnichannel world.” Ivan Vuckovic, Head of Digital Business