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Sony - Customer Engagement Consultancy
Sonybiz.net contains 3,000 products, 2,000 editorials and videos for the EMEA professional market. Sony asked our Customer Engagement Unit to review the customer journey through specific parts of the website with the objective of enhancing the user experience and increasing customer engagement. We looked at the site’s design, usability, navigation andconsistency of content.
Solution
We reviewed the pages and conducted interviews with Sony staff, then drew up a plan for optimising and redesigning four key page templates on the site. We founded our recommendations on the basis that the proposed solutions will improve stickiness of key pages, decrease drop-off rate on the information form and generally improve user experience.
Outcome
Our aim was to increase calls to the call centre as users were not likely to make extremely expensive equipment purchases online. We achieved a 600% increase in conversions measured by increases to the call centre.
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