The Phone Co-op deploys Conversity intelligent guided selling tech

The Phone Co-op says that its e-commerce customer conversion rate has increased from 1.7% to 5% following the implementation of an intelligent guided selling (IGS) tool, provided by Conversity.

The solution was designed to make the process of buying a mobile phone or home broadband package less daunting, by removing The Phone Co-op’s prior emphasis on leading with products and deals, in favour of a system that provides personalised recommendations to customers.

Jacci Marcus, Head of Residential Business at The Phone Co-op, says: “The key goal of this project was to empower our customers to purchase products and services with confidence. This meant delving deep into the details that matter to our customers, and building a platform to meet their varying needs.”

“With Conversity, we have created a fantastic IGS tool that fits perfectly with our brand ethos, and gives us a means of engaging with the customer in a way that no other telco business has achieved. We now have greater insights into our customers’ behaviour, which has given us an extra edge when it comes to launching new products, updating offers or maximising cross-sell opportunities.”

“This has been especially important in recent times, with many of our customers taking to online shopping for the first time,” Marcus concludes.