In 2020, Vodafone partnered with 15gifts to enhance its online retail customer experience, drive improved online conversion rates, and recreate the success of retail in upselling customers to higher value plans and additional value adds.
Vodafone met all of its goals. In the roll out phase, 47k customers made a direct purchase, accounting for 7% of overall sales, and delivering a 40X ROI. They achieved an impressive 46% uplift in conversion rates for Vodafone’s most engaged customers. In addition, the guided selling experience was able to align with Vodafone’s strategic goals of driving customers to more premium plans resulting in an +81% uplift in customers attaching an entertainment pack as part of their purchase.
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