Challenge
Telia is the leading Telecommunications company in Sweden, with customers in all demographics. They’re aiming to become the first digital telco, providing customers with an outstanding omnichannel experience. The critical step in this transformation was to connect brick and mortar stores to a digital-first customer experience on their website. This way, they could provide a personal interaction to online customers, and at the same time make best use of their great sales agents in-store.
Even though lots of Telia’s products and services can be bought through their website, some offers weren’t built for online selling. Therefore, some customers had difficulties with buying these products and services online. The ability to provide personal sales assistance in real-time with these potential customers could increase their online sales and provide an overall better customer experience. Telia wanted to find a way to connect online customers with brand experts that could help them with all of their questions and inquiries. That’s where Whisbi comes in.
Solution
Telia ran a small hypothesis driving proof of concept with our Whisbi Sell solution, using their existing stores. With Whisbi Sell, it’s possible to connect hot online leads with sales experts in real-time – every time they visit your website. Initially one store connected, then another one engaged to handle online calls. The data of these trials were analyzed on a weekly basis, and many different tests were conducted at a small scale to find the perfect balance and structure to optimize their business results.
After six months of testing, all data and key insights were evaluated – which resulted in a positive outcome. The decision to scale up was taken! An expansion was done and they’ve also optimized their personalisation within the Whisbi tool. This way, they could really target the ‘right’ customers to increase their online sales and presence even more.
For us, the most important step was to connect our brick and mortar stores to an online experience, directly from our website. We wanted to provide our online customers with personal sales assistance in real-time, so they could ask questions and get instant answers. This provided a better customer experience, led to higher online conversion rates and increased our sales! – Mathias Strandberg, Head of Digital strategy
Results
We analysed Telia’s results and it is evident that the brand has achieved great results:
- 6% CTR
- 30% request rate
- 2,500+ Whisbi Calls per month
- 20% conversion rate
- 500+ sales per month
Due to the positive outcome of Telia’s collaboration with Whisbi and the results they’ve seen in just two months, they will continue to increase their volume online, connect more stores – and therefore more agents – to keep converting leads into customers!
