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SUCCESS STORIES / Experiencia Digital del Cliente

SORPRENDE a tu cliente con un portal en línea reinventado

La modernización del portal de comercio electrónico para un proveedor líder de comunicaciones en los EE. UU. simplificó el recorrido del cliente y mejoró las conversiones de ventas en 3 veces

Background

Durante la última década, Internet ha cambiado la forma en que las personas compran y venden productos y servicios. Una mayor adopción de Internet y los teléfonos inteligentes es el mayor impulsor del tráfico de comercio electrónico en todo el mundo. Varios actores, incluidos los nativos digitales, se han establecido en el mercado del comercio electrónico en pocos años.

Proporcionar una experiencia de comercio electrónico atractiva se ha convertido en una necesidad para todas las empresas. Según McKinsey, "una plataforma de comercio electrónico exitosa debe evolucionar continuamente y satisfacer las necesidades cambiantes del cliente".

Los proveedores de servicios de comunicaciones también confían en un portal de comercio electrónico para las ventas en línea de sus productos y servicios. A diferencia de los nativos digitales, llevar a los clientes al sitio de comercio electrónico y mantenerlos comprometidos sigue siendo un desafío para la mayoría de los proveedores de servicios de comunicaciones.

¿Qué debe hacer un proveedor de servicios de comunicaciones para prosperar en una era digital?

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3VECESAUMENTO DE LAS VENTAS

AUMENTO DEL120% EN LAS PUNTUACIONES DE SATISFACCIÓN DEL CLIENTE

36% ACELERACIÓN EN EL TIME-TO-MARKET

 REDUCCIÓN DEL 72% EN EL COSTE TOTAL DE PROPIEDAD (TCO)

Client Situation

Un proveedor líder de soluciones avanzadas de tecnología y comunicaciones de red para consumidores, pequeñas empresas, organizaciones empresariales y socios operadores en los EE. UU., no pudo aprovechar al máximo su plataforma de comercio electrónico. Atraer clientes a su sitio de comercio electrónico, mantenerlos comprometidos y mejorar la generación de ingresos fue un desafío.

Sus esfuerzos por modernizar las aplicaciones heredadas orientadas al cliente y críticas para el negocio no tuvieron éxito. Sus costos de mantenimiento de infraestructura se estaban disparando, mientras que la obtención de ingresos a través de sus canales en línea estaba disminuyendo".

Desbloquear el valor a través de los ingresos, la lealtad a la marca y la experiencia del cliente fue una gran inyección para el negocio en línea del cliente de Prodapt.

Diagnosis

Su complejo recorrido de usuario condujo a un bajo compromiso y bajas conversiones de ventas. Además de eso, su portal de comercio electrónico era inestable y tenía frecuentes tiempos de inactividad. Su infraestructura heredada, sus rígidos sistemas de TI y sus largas cargas de trabajo operativas afectaban a su tiempo de comercialización de nuevos servicios.

La falta de información sobre los clientes obstaculizó sus esfuerzos por personalizar las promociones y ofertas. Había una necesidad imperiosa de adoptar el enfoque correcto para implementar una suite de comercio electrónico modernizada.

Solving It

Llevamos a cabo un análisis exhaustivo de sus sistemas de comercio electrónico actuales, creamos puntos de referencia frente a la competencia y trajimos las mejores prácticas de nuestra experiencia en consultoría e implementación de otros compromisos. De este modo, podríamos formular la estrategia para reimaginar el portal de comercio electrónico.

Renovamos toda la capa de UI/UX para mejorar la experiencia del cliente en el portal.

Los clientes tuvieron la posibilidad de ver las mejores recomendaciones para realizar una compra. Implementamos interacciones contextuales aprovechando nuestro marco de ingeniería de UX para mejorar la participación de los usuarios, lo que llevó a decisiones más rápidas.

Introdujimos headless CMS, un componente de nueva generación para crear experiencias ricas y atractivas para los clientes a través de múltiples canales. Al final, también mejoramos el SEO y el rendimiento del sitio web.

Al adoptar las soluciones anteriores, el proveedor de servicios podría reimaginar su plataforma de comercio electrónico, aumentando la conversión de ventas en 3 veces. Sus puntuaciones de satisfacción del cliente aumentaron en un 120%. Por último, también podrían acelerar su time-to-market en un 36% y reducir el TCO en un 72%.

abril 27, 2022

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