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Virgin Media O2 achieve 50% conversion uplift during low traffic periods


Now Interact are a market leader in machine learning, and real-time customer journey optimisation. They have partnered with Virgin Media O2 for over 3 years, delivering a fully managed contact channel optimisation solution.

 


In April 2023, Virgin Media O2 were looking to enhance their customers' out-of-hours experience and drive additional traffic to both the 15gifts engine and to their WhatsApp channel, via a contact engagement offer.

 

To make this happen, 15gifts joined forces with Now Interact. Through seamlessly integrating the 15gifts engine with Now Interact’s contact channel optimisation, customers were given the option to easily utilise the guided selling engine and Virgin Media O2’s WhatsApp integration when live chat agents were unavailable.

 


“In addition to the increase in sales volumes and related traffic that this deployment brings, I am also really pleased with the way in which our two teams combined in order to deliver on the client brief quickly and efficiently.”

Paul Ives, CCO, Now Interact


It was a pleasure collaborating with Now Interact and 15 Gifts to deliver this exceptional work. By aligning our roadmaps and working together, we created a seamless customer journey that allowed a customer to access additional support overnight when the traditional support channels are closed.

Andrew Carpenter, Online Innovation Sales Manager, Virgin Media O2



By offering the 15gifts engine via the Now Interact tool, thousands of customers have already been supported in their out-of-hours purchasing decision and Virgin Media O2 have been able to generate an uplift in sales.  The tool has provided a significant increase in traffic through to the 15gifts engine, resulting in a +50% uplift to conversion during these traditionally low traffic time periods. The solution is also driving valuable traffic to the WhatsApp channel ready for a "wake up" sequence the following morning.

 






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