Luigi’s Box helped O2 customers find what they are searching for, improved the overall user experience, and augmented conversion rates significantly.
O2 Slovakia is the fastest-growing mobile network operator in Slovakia. Since 2007, it has gained more than 1.9 million customers and acquired a 25% market share. The company has been continually awarded for its services in independent customer surveys.
In 2016, O2 became the operator of the year for the seventh time in a row.
Even though less than 5% of visitors use on-site search, the online department at O2 has never neglected the importance of search and has always seen it as an important revenue stream.
In March 2017, O2 teamed up with Luigi’s Box to improve their search performance and implemented Search Analytics on all O2 sites including the main website, the e‑shop, and the Q&A portal.
In a short period of time, O2 online team was able to see the most frequently searched terms by customers on their site, including phrases with typos or, on the contrary, searches without results and clicks.
Not to lose potential customers to no search results, they used the Fixit option to route visitors to correct queries and pages. Furthermore, they also adapted content pages to match customers’ language.
When O2 introduced a new postpaid plan called O2 Volnost, many visitors struggled to find it. Luigi’s Box identified this issue and fixed it. In a short time, the conversion rate of people who looked for this plan increased by 9 times.
Using Fixit rules has become a regular ritual at O2. Each month, more than 10 new Fixit rules are created. the conversion rate of these Fixit rules is higher by 136% compared to ordinary search conversion rate.
Thanks to effective routing of visitors to trending products and services, the conversion rate increased by 320%.
Luigi’s Box is a very progressive tool, which complements our existing analytical data. Its usage led not only to higher conversion rates for our e‑shop but helped us keep high standards of customer satisfaction.
Using Luigi’s Box on a daily basis helped O2:
After evaluating the tests, we found that, compared to the original search version, Luigi's Box Search was demonstrably better on both language versions of the e‑shop.
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